Updating your account information and payment method

If any of your details have changed, you may need to let us know. We explain how to change most details in this article.

1. Changing my personal details
2. Changing how or when I pay my bills

I want to change my personal details

You can change any of the personal details below by logging into your Online Account and then selecting Settings. If you don't have an Online account you can update your details by visiting our contact us page.

• Name

  If you've changed your name or title for any reason, it's best that you let us know. It's important that we have the most up to date name for you - for data protection purposes.

• Address

  If you've changed your address, it's very important that you let us know as soon as possible. We need to know this so your services can be moved over or cancelled. If you leave your services active at your old address and the new occupants run up extra charges, unfortunately you'd be responsible for these.
  
  If you're moving address, please give us at least 6 working days notice if you're wanting to transfer your services, or 30 days notice if you need to cancel your services. For more information about how to change your address, please click here .

• Email address

  If you change your email address from the one that you have registered on your KCOM Account, it's important that you let us know as soon as possible. We use this email address to send notifications about your internet allowance (alerts are sent when you've used 50%, 75%, 90% and 100% of your allowance) and to let you know when your bill is available to view online.

• Mobile number

  We use your mobile number as an alternative contact number if we cannot reach you on your landline, or if you don't have one plugged in. Having a mobile number listed for you is especially useful if we need to contact you regarding a fault on your line or for an engineer appointment.

I want to change how or when I pay my bill

• Direct Debit

  Paying by Direct Debit allows you to pay your bill from your bank account automatically each month. It's easy to setup - you just need your sort code and bank account number. If you have an online account already, you can use this to set it up by visiting your Online Account.
  
  If you want to change an existing direct debit, cancel it or you're having trouble setting one up on My Account or My KCOM, please visit our contact us page.

• All other payment methods

  There are a number of different ways you can pay your bill and when the payments will reach us:
  • BACS (bank transfer, including Faster Payment) - Next day
  • At a PayPoint - 4 working days
  • At a bank or Post Office - 4 working days
  • Via the automated payment line (01482 604706) - Immediate. Please be aware that we're unable to accept payment via American Express card.
     
  If you normally pay by one of the methods listed above and you want to use a different method of payment (that isn't Direct Debit), then you can change at any time and you don't have to let us know.
  
  Please make sure that you allow enough time for the payment to reach us. Our automated payment line (01482 604706) is accessible 24/7 and payment reaches us immediately. All other payment methods can take up to 4 working days to process.
  
  Need to find out when to pay us by?
  
  Your bill will tell you when the payment needs to reach us by, under Item 1.
   

• Billing date

  If you want to change the date that your bill falls on, you can do this by visiting our contact us page.