We're sorry that you're having issues with your router; there could be a few reasons for this, so let's run through some troubleshooting.

Step 1

Firstly make sure you plug your Wi-Fi router into your master socket and not an extension. This will be the largest socket in your house - normally found near your front door or in a hallway.


Step 2

Ok, let's check that your router is set up correctly and that all the wires are connected securely.

This will differ slightly depending on your broadband plan, so follow the steps below that match your speed.

Fast (80Mb)

  1. Take the grey cable and plug one end into the grey socket on the back of your router.

  2. Plug the other end of the grey cable into the small microfilter we sent to you.

  3. Plug the black microfilter into the Openreach master socket.

  4. Plug the router into a power socket and switch it on.

  5. Wait 5 minutes (this is really important!)

Very Fast or Eggceptional (115Mb/900Mb)

  1. Take the white or yellow cable we've sent you and plug one end into the red socket on the back of your router.

  2. Plug the other end of the white or yellow cable into the bigger port on the Openreach socket.

  3. Plug the router into a power socket and switch it on.

  4. Wait 5 minutes (this is really important!)


Step 3

Ok, now let's try a factory reset; this does the trick a surprisingly high number of times!

A factory reset allows the router to resync and re-programme all its details, which is particularly important if any network parameters have changed (e.g. part of your local network has been upgraded).

Warning: this will erase any manual changes you've made to the router (e.g. if you've changed its name).

To carry out a factory reset on a Cuckoo router we sent to you when you joined, simply follow the steps below.

  1. Locate the power button on your router

  2. Press it and wait 10 seconds before rebooting. For a more comprehensive reboot, leave it off for 3 minutes.

  3. The lights will blink as the router goes through its start-up routine

  4. Once the lights turn solid green, your router has rebooted

  5. Once your router has been rebooted, insert a straightened paper clip into the reset hole on your router (next to the power button)

  6. Hold the paper clip in the hole for ten seconds before letting go

  7. The lights will blink again as the router goes through its start-up routine

If you're using your own router, you'll need to follow the manufacturer's instructions for your specific model. A quick Google or Youtube search will help if you haven't got these.

You may also be asked to enter your PPP details, which are

Username: pppoe@cuckoo.co

Password: 123456789

Remember: If you're using your own router, you will need one with a built-in modem to connect to Cuckoo and this will need to be compatible with VDSL/ VDSL2.


If your router light remains red after completing the steps above, you can call us on 020 3389 7211 between 10am and 4pm Monday to Friday, so one of our Eggsperts can run some checks and get you up and running as quickly as possible.

Alternatively, you can drop us a line via hello@cuckoo.co.

We always aim to respond within 24 hours and resolve any issues within 3 days.

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