Keeping you connected

Dear customers,

I would like to reassure you that the team at KCOM are continuing to provide our services as usual during the current coronavirus pandemic.

Although the situation is challenging and constantly changing, we are all working hard to make sure our customers remain connected to their friends, family, colleagues and communities.

Our first priority is the health and wellbeing of our employees who provide our services to you and we have put in place measures to help protect them from infection.

Wherever possible our colleagues who can work from home are doing so and those who are vulnerable or have shown any relevant symptoms are complying with the latest Government advice regarding self-isolation.

For employees who need to remain in our offices we’re putting in place measures including social distancing to limit the risk of infection.

A big part of what we do every day is out in the community, maintaining our services and ensuring our customers stay connected.

Our engineers in the field are taking extra precautions to reduce the spread of coronavirus. We will check in advance whether any customers expecting an engineer visit are self-isolating or showing any symptoms and, if so, we will ask them to reschedule their appointment for a later date.

We ask for your understanding in the event that there are any unavoidable delays to booked appointments as we prioritise engineer visits to vulnerable customers who need constant access to support or healthcare services.

We would also ask for your patience if there is a slightly longer wait than normal to get through to our customer service or technical support teams as we anticipate higher call levels than usual.

Our local community and customers remain the focus of everything we do, and we are doing everything we can to help them.

Our full fibre network is already well-placed to manage additional daytime demand to support greater than usual numbers of people working from home but as an extra precaution we have also increased capacity across our core network.

We are also taking extra steps to ensure services continue uninterrupted and have developed detailed plans to minimise risks to key areas and operate with reduced resources if necessary.

To help our customers work safely from home and access Government websites and other sources of valuable information about coronavirus, we have temporarily removed data caps for all online activities other than gaming and streaming or downloading media (from 19 March). Full details on this change are being sent directly to each customer.

The KCOM team will be continuing to consider other ways we might help our customers manage the unique challenges we now all face.

Dale Raneberg

Chief Executive Officer