Cuckoo Voice services Terms and Conditions

Additional Terms & Conditions which apply to Voice services

Introduction​

You have been migrated from one of our legacy brands (either Jurassic Fibre Limited or Swish Fibre Limited) where you received voice over internet telephone services. You will now be receiving those same Voice services from Cuckoo if there are any changes these are detailed in your Notice of migration. The current Voice services that we are providing to you are an interim solution to ensure that you continue to experience a great service journey with Cuckoo.

These additional terms and conditions and additional definitions apply in addition to the standard Cuckoo Terms and Conditions relating to your Fibre services dated 10 April 2025. These standalone temporary Additional service terms apply to your Voice services and are incorporated into your contract with us by virtue of section 3.5 Additional services within the Cuckoo Terms and Conditions.

Our team are busy working on a fully fledged Cuckoo Voice service but until that is ready to fly the nest, these additional service terms will apply to your Voice services. Once the new Cuckoo Voice Over Internet Protocol product is launched the services, the Charges, Access charges and Call and corresponding service terms may change at which point we will inform you of any changes. We will give you thirty (30) days written notice of such changes, unless such changes are due to a regulatory requirement or an emergency.

Feedback

We want to continually improve the way we serve you through your feedback, therefore if you think we can improve the way our Terms & Conditions are communicated or presented to make them clearer, or there are certain elements you would like covered, please don’t hesitate to contact us at customercare@cuckoo.co.

Thank you for choosing Cuckoo!

1.Interpretation and definitions

Additional Definitions

In addition to the defined terms within section 1 of Cuckoo’s Terms and Conditions we have needed to add some additional ones that are relevant to our Voice services.  These are listed below and those that are highlighted in bold but not listed below will have the meaning in section 1 Interpretation and definitions in our Terms and ConditionsTerms and Conditions.

Where we refer to an example in the terms and conditions or use the expression “including”, this is not intended to be a definite list of examples, but just a way of showing the type of thing or matter which the section relates to.

2. Our Voice Services

2.1 The Voice services are provided over our Fibre services; therefore, you must maintain your Fibre services with us to receive the Voice services. If you wish to remove the Voice services, please refer to paragraph 6 below (Changing your Voice services) removal of your Voice services will not affect you receiving our Fibre services

2.2 Equipment. Unless otherwise specified in your order confirmation, you are responsible for providing any equipment required to connect to the Voice services at your own cost and expense.

2.3 Special numbers. You can make calls to the following telephone numbers without incurring any charges or using up any of your minutes. You can also make calls to these numbers if you have used up all the minutes in your service Bundle: emergency services (999, 112, 111, 119, 101 and 105), numbers beginning with 0800, 0808 and 0500, 1471 and 1571, and calls to our Customer Care Team.

2.4 The following rules will apply to the Voice services:

(i) inclusive UK landline calls are to 01, 02, 03 and Isle of Man numbers only;

(ii) inclusive UK mobile (excluding Channel Islands and Isle of Man mobile numbers);

(iii) calls to 070 Personal Numbering, 076 Paging are not included in your Bundle Access fee; and

(iv) calls will be rounded up the nearest minute and the whole next penny.

2.5  Access to emergency services. We cannot guarantee that our Voice services will be available at all times and, in the event of a service outage such as an outage of your Fibre service, the public internet or power cut at your location, and accordingly, you acknowledge that in these circumstances you will not be able to make or receive calls through our Voice services, including to emergency services. You must make sure that anyone who might use the Voice services knows this.

2.6 You are responsible for ensuring that you have access to an alternative means of communication in the event of an emergency, for example a mobile phone, and for ensuring that the coverage provided by that means of communication is adequate. To receive our Voice services, you will need to live in a geographic area with reasonable mobile phone coverage and likewise you have a reasonable coverage throughout much of your premises (meaning that you are able to make and receive calls with acceptable quality). You are also responsible to ensure that your mobile phone is always charged, and you understand how to operate the device.

2.7  If you do not have another way of making emergency calls e.g. you do not have a mobile phone or sufficient mobile coverage, you should contact us at customercare@cuckoo.co and also read our Vulnerable Customer Policy. We will (if necessary) supply a battery back-up unit which would enable you to make telephone calls for at least one hour in the event of a power failure. If we provide you with a battery back-up unit, then we may also provide you with an accompanying guide which you will need to have fully read, understood, accepted and followed. If you are using a battery back-up unit- you must use a corded telephone in the event of a power cut (since a cordless phone will not work).

2.8  Out of bundle calling. Whilst these temporary Additional service terms apply you will be able to make calls outside of your Bundle limit and/or to telephone numbers that are not listed in your service bundle, as set out in the Price book. However, your usage is always subject to paragraph 4 below (Voice services Acceptable Use Policy). 

2.9 Telephone directory. Where you provide your consent, we will include your personal data (your full name, address and telephone number) in a telephone directory.

2.10 Your Contact Details If you use our Voice services, we’ll register your home address. We do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112.

2.11  Calling Line Identification.

(i) Our voice over internet telephone service comes with calling line identification as a standard facility. This means that you’ll see the number of someone who has called on your telephone device screen (if it has one) or, if the caller has asked that their number is kept private (or the caller’s network doesn’t allow the caller’s number to be shown to you), you’ll see that the call is from a “withheld” or “unavailable” number.

(ii) The calling line identification facility also means that your number, when you make calls, will be displayed to the person you’re calling.

(iii) You should get in touch with us if you’d like us to try and put in place the ability to keep your number private when you make calls, however please note that we may override your choice in limited situations where it’s reasonable to do so (such as to trace malicious or nuisance calls, or for calls to emergency services).

2.12  Caller location information.

(i) We maintain an emergency services database setting out the geographic position of our customers’ terminal equipment; you must provide us with these details when you subscribe to our Voice services. This allows emergency services to obtain your caller location in the event you make a call to such emergency services.

(ii) You are responsible for providing your full name, address and landline number to us and for updating us if your details change to enable us to update and maintain our emergency services database.

(iii) If you do not keep your details up to date, you acknowledge that (a) the emergency services will not be in possession of your location or may be in possession of an incorrect location; and (b) that in the event that a call is disconnected or dropped, they will not be able to call you back unless you have provided them with the information on the call.

3. Limitations of the Voice services

3.1 We endeavour to provide the Voice services to you without any delays, interruption, or distortion. However, the Voice services may at sometimes be unavailable without notice due to maintenance or system failure. You understand that:

(i) our Voice service may not offer all the features you expect from a traditional phone line;

(ii) your Voice services may sometimes be unavailable because of things over which we have no control, for example, the weather, power disruptions to your Fibre services connection;

(iii) if you have a residential security or personal alarm system (for example, a Redcare or ADT alarm system) which rely on a traditional copper-wire landline, these are not supported by the Voice services; we urge you to contact your residential or personal alarm system provider if you are unsure whether yours rely on a traditional copper-wire landline.

(iv) we have internal policies and procedures in place setting out actions we will undertake to investigate in the event of a security or integrity incident or threat or vulnerability in our Voice services any action we take may include the suspension of the Voice services; and

(v) your phone number and location details may need to be provided verbally to the emergency services operator.

4. Voice Services Acceptable Use Policy

4.1 Our current  Acceptable Use Policy  applies to all Services that you receive from us however the terms within this paragraph 4 applies specifically to our Voice service

4.2  Call Duration: All calls are limited to a maximum of ninety (90) minutes, at which point the call will be automatically cut off. Should the call end at the ninety-minute point, you can redial the same number to carry on the call, subject whether you have enough minutes left within your Bundle.  In situations where you feel that a call will last for more than ninety minutes (e.g. waiting in a queue) and you want to talk to the same person, we suggest you provide a call back number to the organisation so that your call continuity is not impacted (e.g. bank calls, GP calls).

4.3  Our Voice Services are intended solely for normal personal purposes.  You may not use the Voice service:

(i) for commercial purposes, including telemarking, call centre, or home-based business.

(ii) send spam, robot calls, or unsolicited telemarketing messages

(iii)  in a way that is unlawful, harmful, threatening, defamatory, obscene, harassing or racially or ethnically offensive, or harm any individual or group

(iv) impersonate any person or entity or misrepresent your identity

(v) in a way that breaches any applicable laws

(vi) to circumvent and/or misuse any usage limits; and/or

(vii) facilitates illegal activity or fraud

4.4  We can from time to time apply reasonable usage thresholds to prevent abuse. Excessive use inconsistent with typical residential usage (e.g. unusually long or frequent calls) may result in investigation, suspension or termination of your Voice service.

4.5  You are responsible for securing your devices against unauthorised access. If we detect usage patterns suggesting unauthorised use or fraud we may suspend your Voice service.

4.6  We may modify the provisions of this paragraph 4 at any time. We will provide you with notice of material changes via email or through our website.

4.5  Continued use of our Voice service constitutes acceptance of the provisions contained in this paragraph 4.

4.6 If you do not comply with this paragraph 4, we may:

(i) issue a warning;

(ii) levy additional Charges;

(iii) suspend or terminate your Voice services; and/or

(iv) report unlawful activity to relevant authorities or law enforcement organisations.

5. Payments

5.1  All payment terms and conditions are governed by Cuckoo Terms and Conditions within sections 9 and 10. These terms take precedence over any terms within this section 5 of these Voice service terms.

5.2 During this temporary period we are unable to charge you for calls outside your Bundle allowance subject always to Cuckoo’s Acceptable use policy and paragraph 4 below, you will only be charged a flat monthly fee for the services as set out in section Accordingly, we will not provide you with an itemised bill

5.3  You will be charged Access charges for your Bundle. This will be billed for a set amount, monthly in advance throughout your contract.

5.4  The Call charges and call rates that are applicable to your Voice services and/or any Bundle can be viewed in our Price List.

5.3 You will be charged your Service charges for your Voice services at the same time as your Service charges for your Fibre services in accordance with the Cuckoo Terms and Conditions at section 9.3.

6. Changing your Voice services

6.1 During this temporary transitional period while we at Cuckoo develop our full Voice Over Internet service, we will not be offering upgrades.

6.2 If you wish to remove Voice services please contact our friendly team within Customer Care.

6.3 If you wish to remove Voice services within your Minimum Period then you may be liable for Early release fees as stipulated within section 9.10 of Cuckoo Terms and Conditions, our Customer Care team will be able to advise you as to the level of these.

UPDATED 7 MAY 2025