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Personal information
We use your date of birth for security reasons
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
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Your selected appointment
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Select a preferred installation date and time
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.
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
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Appointment slots are reserved for a maximum of two hours.
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Select a preferred installation date and time
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.
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 | Total | £ 66.97 |
| Future bills | 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.
Cancellation terms
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Product cancellation terms
If your speed is significantly lower than the range given you must report it to our Technical Support team.
The actual speed you receive can be influenced by a number of factors, such as: connecting wirelessly, the wiring in your home, the device you're using, and the website or services you're connecting to.
Broadband speeds can be affected during peak times and during major events such as TV or sporting events. During these times, you may experience slower speeds.
You have the right to cancel your contract without penalty if you receive speeds significantly lower than the minimum guaranteed, and we are unable to resolve the issue.
We are a signatory to the Ofcom Broadband Speed Code of Practice and more information about the code and broadband speeds can be found on our website. This information will also be provided in our confirmation email/ letter.
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General cancellation terms
You have the right to cancel your new service within 14 days after the date on your welcome letter.
If you have taken any new equipment, this can be rejected within 14 days after the date of receipt, however, your new service will continue unless this is also cancelled.
You must return all equipment rejected and/or provided under a cancelled service within 14 days of the date you tell us you're cancelling or rejecting. Any equipment not returned will be charged at the published price and KCOM doesn't cover the cost of these returns.
If you would like us to, we can carry out the installation and start to provide the service within the 14 day cancellation period. If we do this, you will still be able to exercise your right to cancel at any time up to the end of the 14 day cancellation period. However, if you do cancel you will have to pay for any services we have provided up to the cancellation date (such as any installation charges, call charges or pro-rated monthly fees). In the alternative, you can ask us not to carry out the installation or start to provide service until after the 14 day cancellation period has expired.
All the information on cancellations can be found on our website in the Consumer Rights Information document, along with a 'model' cancellation form. You will also find the full terms and conditions that apply to your contract.
Once the cancellation period has passed, if you cancel your service within the contract term, you would pay the early termination charges appropriate to your package.
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Personal Information
- Name
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- 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
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Time: {{ store.appointments.external.reserved.startTime }} – {{ store.appointments.external.reserved.endTime }} - Internal network installation date
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Your selected dates have been reserved and will be confirmed once you've completed your order.
Payment
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- Account Number
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- Sort Code
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- Preferred Billing Date
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- Billing Preference
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This order will be submitted as a test order.