KCOM Avis 3 878

Very reliable and helpful,

Customer Service is absolutely shocking.

Just moved back to KCOM at the beginning of April for both broadband and landline and wish I hadn’t.

The landline still doesn’t work after four weeks, despite calling customer services each week. Every time I speak to someone they apologise and assure me something will be done to resolve the issue and then another week comes round and still no landline. The last call I made I stressed how important the landline was, as I needed it for elderly parents to contact us, so they said they would escalate the issue and that was 8 days ago and still nothing.

Very sad a local company has been reduced to this.

Matt and Jake did an amazing job of installing Phone and Broadband at my Mum's house.
I knew they would as they did the same thing at my house, a month before.
Their professionalism and approachable manner were first class, resulting in a neat and tidy job and hassle free experience.

Many thanks guys!

Ellis & Blake were excellent workers . Turned up on time , very quick & efficient . You couldn’t even tell they had been afterwards

The instalation fitting itself was great. They put it were I wanted it. I just wish that the enganier spoke a bit slower so I could take in the information for installing the app. But other than that was great.

Matt and Jake, good fast efficient , polite all good

Excellent advice and not at all pushy.

Regarding the price and delivery of the router, it was super fast, but I'll be without internet for more than 20 days, which has made me very upset.

After initial fault, engineers attended quickly and issue was rectified. The internet service has been very good and should have changed over a long time ago

Greg jason absolutely great lads very professional friendly had a great chat with them talked me through everything 💯 feedback wish I could put more cheers lads

Absolutely brilliant thank you

It took around 3 months for me to try and figure out an issue I was having, to only find out it was an ISP issue (Internet Service Provider). There was nothing I could do to fix it other than calling them which I did. Long story short it's the same responses: "restart your router", "did you try resetting the router", "I don't see the issue on our servers", "go on speedtest.net and tell me the speeds". And yea, everything SEEMED normal but they haven't experienced the lag themselves, even though I KNOW it's not a hardware issue, not cables or anything, but the ISP, and they can't do anything about instead just tell you "everything seems normal". if not for the contract I would be switching providers. No offense to the staff I guess they're just doing their job, but if that's all they can say to a more advanced issue that restarting the router won't help, then they won't either.

We received a flyer from Kcom and decided to phone them about their broadband packages. After a discussion with the customer service team we decided to go ahead and I have to say, they made changing providers seamlessly easy. Matt and Jake came do do the engineering side of it and they are an amazing pair of men. Well done Kcom, so far we are really pleased.

My Reply to KCOM, 27th April 2026.
Did you not read my post??
I had to contact KCOM 3 times because none bothered to ring me back!! What would I bother wasting my time AGAIN???

I received a call a couple of months before my contract ran out. Had no problem really untill after I extended it. My contract went up twice in the space of 6 weeks, never actually paid what they told me it would be. It's now 33% more than what it was. I've rang numerous times to complain and despite their customer service people telling me they'd ring back, no one did. I received an email weeks later saying that I'd been advised correctly... Despite the fact I know I repeated multiple times 'so it's definitely this much' I've asked for copies of the recordings and will be writing in. Definitely do not recommend due to pricing, their customer service, staff decency and how they go about talking you into staying. As soon as I can I'm leaving KCOM.

Transferred to KCOM December 25.
Security lights ( Phillps) worked well before the switch as did the the Hive central heating control.
Afterwards, lights could not connect and Hive has to be manually controlled.
4 months later we have no internet - done the usual switch on/off and then called KCOM support.
Will send an engineer out in 3 days
( they don't work weekends)but the most frightening thing of all was the threat of having to pay £120 if THEY decide we are somehow at fault.
Thats a significant amount of money for anyone but for pensioners, its huge.
We had no choice but to agree to the engineer coming as otherwise we're paying for a Broadband service we cannot use.
4 months into this contract I wish we had stuck with Sky.
They were not perfect but goodness were not as bad as this bunch.

EMcK

UPDATE

Appointment scheduled for engineer to call today (April 27th) between 12 and 4.
Concerned by 3.24 Pm that it was looking as if no one was going to come and indeed they are NOT but I had to call them to find out otherwise we would still be non the wiser.
Apparently, the appointment had not "gone through" and needs to be made again.
So, they say they will come tommorrow between 12 and 4.
Given that if WE had missed the appointment we would have been charged £120, I expect KCOM to recompense us at the same level.
Thus far, we've been without internet for 3 days, have had to pay to increase our phone internet access and wasted a whole day.
How can a company get away with charging for a Broadband service that then is not delivered?Why can we not cancel the contract without penalty- they clearly have frustrated that contract.

Great friendly service, all info given up front and full explanation of what would happen on ‘switching’ day which was our main concern. Pricing very competitive, would definitely recommend.

Good package offered. Explained in detail face to face the procedure for changing. Everything confirmed by email almost instantaneously.

The website is easy and seamless to make your order. Very detailed and you can order your broadband within minutes at ease.

Engineer arrived quicker than expected which in my case was ideal. She completed the fault very professionally a credit to Kcom engineers

Without the help from your agent I would just have cancelled. However he was excellent and fed me through the system.