KCOM Broadband Buyers Guide

KCOM are the fixed line broadband provider for the Hull area now expanding to surrounding areas

  • Fixed line broadband in the Hull area and beyond
  • Fibre to the Home as standard
  • Call packages available
  • Flex packages for customers on various forms of benefits

Go to site

KCOM Superfast Unlimited Lightstream
£33.00 for 12 months
£42.00 thereafter

No upfront cost

  • 75Mb average download speed
  • 20Mb average upload speed!
  • Truly unlimited usage
  • Wireless router provided
  • No activation fee
  • 12 month contract

Buy now

KCOM Superfast Plus Unlimited Lightstream
£46.00 per month
12 month contract

£25.00 upfront cost

  • 200Mb average download speed!
  • 35Mb average upload speed!
  • Truly unlimited usage
  • Wireless router provided
  • 12 month contract

Buy now

KCOM Gigafast Unlimited Lightstream
£79.00 per month
12 month contract

£25.00 upfront cost

  • 900Mb average download speed!
  • 50Mb average upload speed!
  • Truly unlimited usage
  • Wireless router provided
  • 12 month contract

Buy now

Details last checked on 2021-03-26

Reasons to choose KCOM

  • Full fibre-to-the-home offered as standard - No matter what speed you want, KCOM offer full fibre as the norm.
  • Fast speeds up to 900Mb - A range of speeds are available, up to an impressive 900Mb average on the fastest deal.
  • Good tech support - Full local-based tech support is available by phone or live chat, and includes a sign language option.
  • Call plans available as an optional extra - If you still need a landline you can get one with a range of call plans.
  • Special cut-price plans for low income households - Very cheap deals area available for eligible low income families.
  • 12 month contracts - You don't have to commit for more than a year at a time.

Possible downsides

  • Limited availability - KCOM broadband is only available in Hull and parts of Yorkshire and Lincolnshire.
  • Not everyone gets full fibre - Although uncommon, some homes will only be able to get slower fibre-to-the-cabinet broadband.
  • Complicated installation - You might need two engineer visits to get your broadband set up and running.
  • No fixed price guarantee - Prices may rise during your contract.
  • Not the cheapest - Even the slower deals can be pricier than some competitors.

Features at a glance

  • Average download speeds of 30Mb, 75Mb, 200Mb, 400Mb and 900Mb

  • 12 month contracts as standard

  • Download allowances are truly unlimited

  • £25 upfront cost as standard

  • Tech support available Monday to Friday 7am to 10pm, Saturday 7am to 6pm, Sunday 8am to 6pm. British Sign Language interpretation service available

  • Call plans available as an optional extra if you need them

3 stars
  satisfaction rating based on 100 customer ratings since 2019-12-16. See more KCOM customer ratings and reviews.

Customer Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for KCOM.

Customer Ratings Summary

  • Satisfaction
    3 stars
  • Customer Service
    3.4 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 100 customer ratings since 2019-12-16

Show all time ratings

Add your own review of KCOM

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
Utter crap. I was with BT before this and I sure miss them. 130k download speed, when it isn't dropping out and when I complained after a little while they closed the live chat and had the cheek to send me an sms to say that the problem had been solved to my satisfaction. I'm cancelling and they can take this rubbish away. They are nothing but con merchants and only interested in taking peoples money and laughing at us
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hedon, Hull KCOM  
To be honest it's a zero trying to work from home, as if times aren't difficult enough. Shameful that we are stuck with a below than average service. We need an end to Kcom being the only service provider we should have a choice.
??? Do you need to ask???? KCOM  
It is a total failure. Low quality service keep freezing internet streaming with low quality of support team who do not enough expertise to solve the basic issues. Parental control is just not working at all.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Brough KCOM  
Awful! Can’t even watch a programme without constantly pausing for it to catch up. We hate it. Had sky before and no problems at all for years. I think KC put this out with the intention of getting you to upgrade the package. This won’t be happening as I am leaving hull soon and I cannot wait. Complete crap BB.
Kingswood KCOM  
I can’t understand most of these reviews. I have been with kcom all my Internet life (1990,s) and never found it to be slower than anyone else I knew, that had different providers. My nephew who lives in Doncaster & has Sky Fibre thinks ours is amazingly fast. We have had unlimited download through these unprecedented times and it has not suffered whilst watching Netflix, Disney, YouTube & playing Xbox.
Great fibre broadband at fast speeds 220mbs.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
North Ferriby KCOM  
Everybody i know has the best package kcom have to offer however, everyone whom i have discussed this issue with is highly displeased at the regularity of the connection going out for no apparent reason. Even when it is not down, the connection is very poor and nowhere near the promised speeds.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Beverley KCOM  
Wi fi intermittent, no resolution from sales team . Sent numerous emails threaten closure of contract … The last payment they moved forward 5 days so they could secure another payment. Customer service Nil , Techinoical assiatance Nil ...Avoid like the Plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cherry burton KCOM  
Kcom is a total disgrace they have had a Monopoly in Hull for 109 years where the GPO never put the network in and BT still don't exist at all! Now these twats wanna go National well they are useless so avoid Kcom like the plague!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Holt KCOM  
Despite living right in the middle on a FTTP postcode, I am unable to get FTTP - as I live in an apartment.

KCOM have given me all sorts of exceuses as to why they can't install, blaming the landlord, the building management company and an undefined health & safety issue(!) for denying access despite me contacting both the landlord and management company and being told there is no issue whatsoever.

It seems KC just don't want to incur the expense of installing the cable to the building as they'd need to dig up the road in an area where every other house already seems to have a fibre optic line to the door.

Despite also allegedly offering FTTC, they don't offer it in this area. So I'm stuck with a pathetic and obscenely expensive connection.

I'm paying £45pcm for an unlimited data 4 mbps DSL connection - so pretty much the same price as a neighbours unlimited FTTC connection, despite being a fraction of the speed and utterly useless for downloading software, games or patches.

It is barely adequate for two users streaming films.

You'd be looking at £19.99 anywhere else, but there aren't any other providers in the area. Aren't monopolies great?

The only positive is it seems reasonably reliable, but being reliably slow and useless isn't a going to win any awards.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Kingswood KCOM  
I have had to contact KCOM several times recently and have, on each occasion, received polite, friendly and very helpful service. In particular I would like to thank Charlie and Emma, whose patience knows no bounds. Thank you so much.
  • Satisfaction
    5 stars
Keyingham KCOM  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

Ofcom

Ofcom implement new Voluntary Code of Practice for broadband speeds

Posted on in NewsDaisyKCOMLothian BroadbandXLN TelecomSkyBTVirgin MediaTalkTalkPlusnetEE

From tomorrow, 1st March 2019, a new Ofcom Broadband Speeds Code of Practice goes into effect to promote Fairness for Customers in the broadband market. The previous home broadband Code has been in force since 2015, but last year's changes to the advertising of broadband speeds have prompted a series of improvements.

The key changes to the Code are:

  • More realistic speed estimates - Providers need to advertise speed estimates that are relevant, and must display an 'average speed' that at least 50% of their customers can get during peak hours, between 8pm and 10pm.
  • Tell you your minimum guaranteed speeds at point of sale - Before you commit to buying, you should be told the minimum dowmload and upload speeds you can get, so you know what to expect, whether you have an actual speed problem, and if you have the right to terminate your contract.
  • Improving your rights to leave your contract early - Providers will have 30 days to fix your speeds, and if they're unable to do so they must offer you the right to downgrade or to terminate your contract without penalty. This now includes customers on bundled packages, such as landline and TV services.
  • These rights apply to all cutsomers regardless of the technology - Previously the rules only covered customers on standard broadband over copper landlines, or 'part-fibre' Fibre to the Cabinet products. Now they apply to 'full fibre' Fibre to the Premises/Home technologies as well, including services that use the Openreach (BT Group) telephone network and Virgin Media's cable network.

The updated Code remains voluntary, so Ofcom won't have the power to force all broadband providers to comply. However, most of the major providers have signed up, in fact Ofcom believes Code complaint providers currently serve around 95% of home broadband customers.

Many of the smaller providers haven't signed up on the basis that the implementation of the technologies needed are too impractical and costly for them to make it viable at this time. The principles of the Code have also been criticised by one small provider. It should also be noted that, although the Code applies to all sales from 1st of March onwards, Ofcom won't be testing the compliance of the rules until 2020 to give the signatories time to implement the changes.

The providers who have signed up for the new 2019 Voluntary Codes of Practice are:

  • BT
  • Daisy
  • EE
  • KCOM (Hull Area)
  • Lothian Broadband
  • Plusnet
  • Sky
  • TalkTalk
  • Virgin Media
  • XLN

BT, Daisy, TalkTalk and Virgin Media have also signed up for this to cover Business customers, with KCOM and XLN sign expected to be compliant in the near future.

For more detailed information you can read Ofcom's consumer guide to the new Broadband Speeds Codes of Practice or the full Better Broadband Speeds Information: Voluntary Codes of Practice statement.

Comments

KCOM Broadband Buyers Guide - Is KCOM right for you?

Can I get KCOM?

KCOM is mostly available in Hull, where the provider has a monopoly on phone and broadband, but their network is now extending into other areas in Yorkshire and Lincolnshire.

As the sole telecoms supplier in Hull - for various historical reasons - KCOM have invested a lot into the city's infrastructure. They now offer fibre-to-the-home, or full fibre, as standard, which means most users can get speeds up to 900Mb. While this ultrafast coverage marks out Hull as having among the best broadband in the UK, it's not quite universal. Around 4% of users are still on the slower fibre-to-the-cabinet connections similar to those the majority of the UK's internet users have.

KCOM are expanding their network coverage. If you're in Yorkshire or Lincolnshire and aren't in a coverage area you can register your interest on the KCOM website. It's a good idea to do this, as their decision on where to roll out their service is subject to community demand. The website also shows which areas are next in line to be added. It's a fairly slow process, amounting to a few thousand extra properties at a time.

Use our postcode checker to see if KCOM broadband is available where you are.

What packages are available?

KCOM offer five main broadband packages, ranging from the entry-level to high-end gigabit broadband. They're branded as Lightstream broadband, as they run on KCOM's own full fibre network.

Most customers in KCOM's coverage area will get a choice of all five packages. Full fibre is available to over 96% of premises, so a few will still be limited to only the slower deals.

  • Gigafast Unlimited - the fastest deal, with 900Mb average download speed and 50Mb upload speed
  • Ultrafast Unlimited - an ultrafast plan with average download speeds of 400Mb and uploads of 35Mb
  • Superfast Plus Unlimited - high-end superfast broadband with 200Mb downloads and 35Mb uploads
  • Superfast Unlimited - 75Mb downloads and 20Mb uploads
  • Standard Fibre Unlimited - the entry-level plan, with 30Mb downloads and 15Mb uploads

All the deals come on 12 month contracts, with a £25 installation fee. The price isn't guaranteed throughout the length of the deal, so could rise during your contract. They're all fully unlimited.

If you get full fibre you should achieve pretty much the full advertised average speed, although performance may still vary slightly depending on the time of day and how busy the network is. If you're outside the full fibre area you'll be connected to a fibre-to-the-cabinet service, where the average speed you can get varies based on factors including how far your home is from your nearest street cabinet.

If you need a landline, you can add a call package. Again, this is supplied by KCOM, not BT. Your options are:

  • UK Landlines - unlimited local calls and to 01, 02 and 03 numbers, plus free 0845 and 0870 calls subject to a fair use policy
  • UK Landlines and Mobile - the same as above, but with unlimited calls to mobile numbers as well
  • International - 1000 minutes to 45 destinations worldwide
  • All-inclusive - all of the above in a single plan

Flex packages for low income households

KCOM also offer Flex packages for low income households, which give low-cost broadband and calls deals. Eligible people include those on Income Support, Pension Credit, or Housing Benefit. Check the KCOM website for the full list. The Flex options are:

  • Lightstream Flex - 20GB of broadband data, 20 local calls, 60 minutes of calls to 0845 and 0870 numbers, and a £10 call cap. Costs £20 a month, on a 12 month deal with no early termination fee.
  • Flex Lite - 8GB of broadband data, 20 local calls, 60 minutes of calls to 0845 and 0870 numbers, and a £10 call cap. Costs £10 a month, on a 12 month deal with no early termination fee.
  • Flex Basic - 3GB of broadband data, 20 local calls, 60 minutes of calls to 0845 and 0870 numbers, and a £10 call cap. Costs £9 a month, on a 12 month deal with no early termination fee.
  • Flex Call Only - 20 local calls, 60 minutes of calls to 0845 and 0870 numbers, and a £10 call cap. Costs £5.10 a month, on a 12 month deal with no early termination fee.

Although the broadband allowances are very low, you don't get cut off once you hit the limit. Instead, your connection gets throttle to 128Kb - very slow, but still usable for sending emails or paying bills.

You need to apply for these deals, supplying proof of eligibility in the process.

Which package should I choose?

Assuming you're in a full fibre area, your main choices are about speed and price.

The 900Mb Gigafast Unlimited package will be fast enough - or perhaps more than fast enough - for any household. It will mean you have essentially no limits on how you can use the internet, no matter how large your family.

Faster broadband gives you strong future proofing, although with a 12 month contract you can easily work your way up to the fastest plan over the course of a few years. Even the busiest households are likely to find the 200Mb deal suits their needs, so don't feel you need to pay more just for the sake of having something "better". In fact, 75Mb is faster than many broadband deals from other providers, and that's enough for large families.

Installation is a little more involved than from most other broadband suppliers. You'll get an engineer pre-visit to connect a small box on the outside of your house to the fibre network, then on installation day you'll get another visit to fit your cables and get you connected. This takes a couple of hours, so you might need to take time off work.

Points to consider before you choose

  • Is KCOM the only option where you live?
  • How large is your household?
  • How much streaming, gaming and working from home do you do?
  • Do you need a landline?

Compare all KCOM broadband packages

What do I get when I sign up?

You don't get a huge number of extras when you join KCOM, so you may need to budget for any add-ons you need.

Zyxel wireless 802.11ac router - Every KCOM deal comes with a wireless router. This is only loaned to you, so you'll need to return it if you switch to a different provider in future.

Comprehensive tech support - Support comes via a local Hull-based team. It's available 7am to 10pm weekdays, 7am to 6pm on Saturdays, and 8am to 6pm on Sundays, plus via live web chat and email. A sign language interpreter is also available.

What are the benefits of KCOM?

Here are the main reasons why you should consider getting your broadband from KCOM

Fibre-to-the-home in most coverage areas - Full fibre is offered as standard, and is available to most customers in the KCOM coverage area.

Good range of speeds and prices available to most users - Even with a full fibre deal, you can opt for something slower and cheaper if that suits your needs better.

Cut price deals for low income households - Very affordable packages are available for houses on low incomes.

Short contracts - All the contracts are 12 months, so you won't be tied in to your deal for longer than you'd like.

Free local tech support - Tech support is both comprehensive and local - it's based in the Hull area.

What are the drawbacks of KCOM?

Nothing's perfect. So what are the pitfalls of choosing KCOM as your broadband provider

It might be your only option - If you're in Hull you don't get to shop around for the best deal.

Not the cheapest - KCOM offer fast speeds, but they're also pretty expensive. Even the 30Mb plan costs more than you'd pay from other suppliers.

Installation is more complex than usual - You can't just plug in your router and wait for the connection to be turned on. You might need a couple of engineer visits to get set up. You have to pay for installation, too.

No extras - KCOM are not big on extras. You'll have to supply everything from premium TV to anti-virus software yourself.

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