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Today is my go-live date, but I cannot connect to the internet

On your go live day, you will receive a text message and email from Cuckoo confirming your connection has gone live. Even if you have had an engineer visit, the connection can take until 11:59pm to activate.

If you have not received this text or email, please wait until the day after you should have gone live before getting in touch, just in case the text comes through overnight.

If you have received the go live email and text and still cannot connect, please follow these steps:

  1. Check the property for other ports - these may work.
  2. Try each port in the property both with and without the microfilter supplied in the box. 
  3. Unplug the router from the socket and plug it back in after 2 minutes. 

The internet and broadband light should both be green (flashing or steady) when the internet is working. 

If you still need to get in touch, please fill in this form. Openreach would charge you £80 for an engineer if they were able to connect you without fixing anything (i.e. finding the correct port or trying with/without the microfilter). If we/they identify a fault, the engineer would be free.

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