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Why are we increasing our prices and when is it happening?

At KCOM, we regularly review our package prices to ensure we can invest in future-proof connectivity and network improvements. Rising operational costs, especially in energy, have made it necessary to make this change in price.

While the telecoms industry standard includes an annual price increase of the Consumer Price Index (December rate) plus 3.9%, we recognise that the cost of living crisis continues to affect people across our region and strive to minimise the impact on our customers.

The new prices will take effect from 1 March, 2024.

Which prices are increasing?

There are three elements to the price increase:

  • 10 packages up to 400Mbps (excluding Flex) will be increasing. Packages above 400Mbps are not affected.

  • Out of Contract charge is increasing from £3 to £5

  • Bills will be pro-rata back to 1 March, 2024, dependant on your billing date. This will be shown as a separate line on the bill.

  • If you are currently in receipt of a discount, this will be increased in line with the rise in your package price.

How does KCOM prices compare with those of other providers?

As always, it’s hard to compare broadband packages on a like-for-like basis, but the features, quality of connectivity and service offered by KCOM, mean that we compare very well with those of the main UK providers.

For the last three years, unlike many other providers, KCOM has not increased prices by CPI+ 3.9% We have ensured we review our packages and adjusted prices fairly to ensure our customers get the best value possible.

FAQs

  • What is the Consumer Price Index?

    The Consumer Price Index (CPI), is a measure in the price change of a basket of goods bought by the average UK household over a set period of time. This basket is reviewed each year, and includes things like food, alcohol, clothing, transport, communication and education.

    CPI measures the rate of inflation, and it is the job of Bank of England to put in place policies to maintain stable inflation and stop prices rising too much or too quickly.

  • Does KCOM still offer value for money?

    While our customers have choices for which broadband supplier they choose, we believe our products, services, and customer experience offer exceptional value.

    Here at KCOM, we know we have a fantastic, reliable network with great features such as hosting content (Netflix, Disney+, Amazon etc), plus strong resiliency which is hard to compete with in our area. Our local contact centre and engineers always strive for great customer service, and we continue to support our community through employment, volunteer work and KCOM grants.

    We understand that our customers’ needs may change over time and we are always willing to discuss with them if there is a package that is better suited to their requirements.

  • What do I do if I’m out of contract?

    Out of contract customers will have the option to:

    • Stay as you are and accept the price increase.

    • Recontract your existing package, avoiding the £5 out of contract charge.

    • Upgrade your package for even more value.

    • Cease your service with KCOM. If you wish to leave KCOM you can talk to our friendly customer service team about the process and your options.

  • What is the best broadband package for me?

    We’re always happy to talk to our customers about what service best meets their needs.

    Our friendly customer service team can provide you with more information to make an informed choice on what package works best for your online needs.

    If you’re out of contract, you can make changes to your account, which will ensure you continue to get excellent value from KCOM.

  • Can I downgrade/upgrade my package?

    If you’re currently in contract, you will not be able to cancel your package without incurring an early termination fee set out in your contract, although you are able to downgrade your package without incurring a charge. Please be aware that this would re-enter you into a new 24-month contract.

    If you’re currently out of contract, you can choose another package which is most suitable for you. This would also avoid the £5 out of contract charge.

  • How much will my next bill be?

    This will depend on your existing package.

    The letter or email sent you will detail exactly what the increase will be. This will also show as a separate line pro-rata back to the 1 March 2024.

  • I’ve recently signed up to a new 24-month contract, will my price increase?

    Yes, this is permitted as part of the terms and conditions when signing up for a new contract.

    The annual price increase is an industry standard and tends to happen at the same time of year.

  • I’ve has recently agreed a discount/offer on my current package, will I still receive a price increase?

    The price increase will still apply if you have a package which is affected.

    The price increase will reflect the standard service price and then the agreed discount will be applied.

  • When will my charges increase?

    Price increases will be effective from 1 March 2024, and dependant on your billing period, will be pro-rata to this date.

  • Why is there any extra line on my bill?

    For customers who do not bill on the 1st of the month, they will receive a separate line on their bill to show the back-date of the charge increase.

    For example, if a customer bills on the 15th of the month, and their price increase is £2 – their package price will increase by £2, but they’ll also receive a line for the “March revision” which backdates the charge increase from 1 March – 14 March by £1.

  • How often does the company review and adjust prices?

    KCOM reviews its prices on an annual basis in line with the industry standard.

  • Is there a grace period or promotional offer for existing customers to adjust to the new prices?

    No, all price rises will be effective from 1 March for all packages impacted.

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