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Switching from another provider?
If you currently have broadband with another provider, you can enter our OTS journey for an easy switching experience. We just need a few details so we can contact your current provider to facilitate the switch without you needing to contact them.
Would you like to attempt the OTS journey, rather than you getting in touch with your existing provider and cancelling manually?
Current Provider Details
We've matched your details to your account with {{store.otsResult.provider}}
- Account reference
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- Last name
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- Landline number
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- Services to switch
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All of the information we're asking for can be found on your bill. We're looking for your details with your current provider.
Do you know your account reference/number with your current provider?
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Personal information
You have chosen to skip the automatic switch process. You will need to cancel any existing service with your current provider.
Thanks for submitting your details. They have successfully matched with your existing provider and we can handle your switch for you. Please continue the checkout process to place your order.
We use your date of birth for security reasons
Further assistance
Do you require additional assistance with your product or services?
As a company, we are responsible for treating every customer fairly and providing assistance when necessary. Wherever possible, KCOM strives to provide the most appropriate support and assistance for your product services based on your circumstances and needs.
Health
Suppose you lose internet connection or can't make a phone call and rely on these services. KCOM will provide support to ensure you are up and running with your services as quickly as possible.
Get in touch
If you need assistance or like to speak to someone. Please contact our dedicated support team on 01482 602168 to further assist your needs.
Opening times
- Mon-Fri: 7am - 10pm
- Sat: 7am - 6pm
- Sun: 8am - 6pm
Sign language interpreter
Did you know that we're able to offer British Sign Language interpreters through the InterpretersLive! Service? It's available Monday to Friday, between 8am and 9pm, and between 9am and 6pm Saturday and Sunday. If an interpreter isn't available straight away, you can hold or retry the call later.
Account details
In order for us to help you with information relating to your account we will need you to answer a security question in order to confirm your identity.
KCOM takes privacy seriously. The personal data we collect, the way in which we will collect it and how we use that personal data will depend on the reason for which we have gathered it in the first place. For more information on how we will use personal data, please view our privacy notice.
Appointment slots are reserved for a maximum of two hours.
Book your engineer pre-visit
During your engineer visit, we'll fit a small network box to the outside of your home, which will connect to the underground fibre cables.
We just need a to check a few things first:
- You have permission for the work, which will involve a small bit of digging outside your home and the installation of an external box. Don't worry, we'll put everything back as it was before we leave, and we'll discuss the work in more details with you when we arrive.
- You are over 18 and are the property owner or tenant. During your appointment, you'll sign some paperwork to confirm this.
- We'll need free access to the outside of your home to do the work. This can take a few hours, but don't worry, you're free to leave once the paperwork is all signed and we've talked through the install with you.
If you've got any questions before your appointment, just contact us.
Your selected appointment
Sorry, no appointments are available at this time. Please check back later.
Sorry, we were unable to reserve your appointment. Please try again or check back later.
Select a preferred installation date and time
Moving and missed appointments
We understand things change, so there's no charge if you need to move your appointment. However, there is a missed appointment fee of £120.00 (including VAT) if our engineer shows up and nobody over the age of 18 is home, or if there's nobody home at all.
In-home setup appointment
An example of a KCOM Lightstream box (ONT) - please note this is different to your router. For more information, read our guide about what ONTs are and where to find them.
To check what type of install is needed, please tell us about the current Lightstream box at the property.
Please choose from the following:
Please choose from the following:
Changing your {{store.steps.externalAppointment.title}} means you need to choose a new {{store.steps.internalAppointment.title}} appointment. Please choose a new one below.
Appointment slots are reserved for a maximum of two hours.
For your in-home setup, one of our engineers will need access to your home for a few hours so that we can set up your router in the location of your choice. There are two steps needed for this:
- Prepare your home: Decide where your network box and router will go, and make sure you have two nearby plug sockets free. A single plug with an extension will also work just fine.
- Installation day: We'll fit your fibre cables, set up your new router and connect one of your devices so that you can start using your brand new full fibre connection straight away.
Your selected appointment
Sorry, no appointments are available at this time. Please check back later.
Sorry, we were unable to reserve your appointment. Please try again or check back later.
Select a preferred installation date and time
Billing preferences
Direct debits come out 10 working days after your selected date.
Accessible billing options will be received around your selected date.
The charges on your first bill will start from the day your services are activated and take you through to the billing date you have chosen. As charges are in advance, you’ll also see the charges for the next month on the bill too. And don’t forget, any activation, equipment, or delivery fees will also be on your first bill too.
| Activation date | 15 Oct | |
| Chosen billing date | 1 Nov | £ 11.99 |
| First month advanced | £ 29.99 | |
| Installation charge | £ 24.99 | |
| First bill | Example total | £ 66.97 |
| Future bills | Example monthly total | £ 29.99 |
Future bills will be for the monthly amount you pay for the package you have chosen.
Direct Debit setup
This Guarantee is offered by all banks or building societies that accept instructions to pay Direct Debit.
If there are any changes to the amount, date, or frequency of your Direct Debit KCOM will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request KCOM to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your Direct Debit, by KCOM or your bank or building society you are entitled to a full and immediate refund of the amount paid from your bank or building society.
If you receive a refund you are not entitled to, you must pay it back when KCOM asks you to.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required.
Submit order
Switching Information
- Switching from
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- Account reference
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- Last name
- {{ store.otsResult.lastName }}
- Landline number
- {{ store.otsResult.landlineNumber }}
- Services to switch
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Personal Information
- Name
- {{ formData.account.salutation }} {{ formData.account.firstName }} {{ formData.account.lastName }}
- Email Address
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- Date Of Birth
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- Mobile Number
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- Landline Number
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Service Information
- Address
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If the address you selected is incorrect you will need to go back and try another postcode
Appointment Information
- External Network Installation
- Date: {{ store.appointments.external.reserved.day }} {{ store.appointments.external.reserved.date }}
Time: {{ store.appointments.external.reserved.startTime }} – {{ store.appointments.external.reserved.endTime }} - Internal Network Installation
-
Date: {{ store.appointments.internal.reserved.day }} {{ store.appointments.internal.reserved.date }}
Time: {{ store.appointments.internal.reserved.startTime }} – {{ store.appointments.internal.reserved.endTime }} - Self-install pack, home delivery
FREE
Your selected dates have been reserved and will be confirmed once you've completed your order.
Payment
- Account Holder
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- Account Number
- {{ formData.account.billing.accountNumber }}
- Sort Code
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- Preferred Billing Date
- Bill will be received around the {{ getOrdinal(formData.account.billing.billDate) }} – Direct Debit will come out 10 working days later.
- Billing Preference
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Terms and conditions
Price increases
Each March your price will increase by an amount equal to the Consumer Price Index (CPI) inflation rate published in January of that year (i.e., the previous December CPI inflation rate) plus 3.9%. For further information please visit Section 13 of the Universal Conditions for Residential Services at www.kcom.com/home/legal/.
For further information and information on how this will impact your monthly price, please refer to the contract summary that will be sent to you once we have processed your order.
The prices shown above are in contract prices. After your contract term ends, an out of contract charge will be applied to your bill. Please see the Price Manual for full details.
Terms and conditions
Please download and review the below ‘Key Information’ before you complete your order; this includes information on your statutory right to cancel your contract, sometimes known as ‘cooling off’ and our broadband speed guarantee. Please save a copy for your future reference.
The full terms and conditions applying to your contract, together with a summary of key terms, are set out in the Universal Conditions for Residential Services at www.kcom.com/home/legal. This includes more information on your cancellation rights. A copy of the Universal Conditions for Residential Services will be provided to you once we have processed your order.
Implications of switching
The implications of switching document is a letter sent from your existing provider that lets you know about the details of the switch.
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If you wish to wait for your implications of switching document from your provider, you can save your order for later and return when you're ready.
This order will be submitted as a test order.