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Personal information
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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
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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 about what ONTs are and where to find them, please click here.
To check what type of install is needed, please tell us about the current Lightstream box at the property.
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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
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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.
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.
The range of line speeds you can expect to receive for all of our broadband services are as quoted on our website. The range of speed you can expect to receive will also be confirmed to you when you take the broadband service.
If you consistently experience either download or upload speeds that are below the minimum speed that we confirm to you, and we are unable to remedy this within 30 days of you telling us about it, you will be able to cancel your agreement without penalty.
Further information will be provided with 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 your contract is concluded as set out in the terms and conditions.
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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- 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
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Time: {{ store.appointments.external.reserved.startTime }} – {{ store.appointments.external.reserved.endTime }} - Internal Network Installation
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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
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- Preferred Billing Date
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This order will be submitted as a test order.