Unable to take your services to your new address?
If you're moving outside the KCOM Home network area, or to an address that you're unable to transfer your current services to, you'll need to cancel your account with us. To do this, please speak to us on Live Chat now or call us on 01482 602555.
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.
Moving home with KCOM: FAQs
What's an ONT?
An ONT (Optical Network Terminal) is a white or black box that we attach to an inside wall of the home during your Lightstream install. It connects to your router and looks similar to the images below:
If you don't have one of these at your new home, we will arrange for an engineer to install one as part of the home move.
What's a PSU?
A PSU (Power Supply Unit) is a black plug. There are a few different types, all of which have information written on the plug to help you identify them. We've included some examples below so you know what you're looking for:
Zyxel XMG 3927 router
Zyxel VMG 3925 router
Technicolor DGA2231 or DGA4231
PSU Gen 3
PSU Gen 2
PSU Gen 1
How much notice do I need to give to move home?
Ideally, we’d like you to give as much notice as possible that you’re on the move. This allows us to get everything processed for you in plenty of time for the big day, so that you can just relax and focus on the bigger picture. It also gives us time to reach out if we have any additional questions or need to update you on anything before you move.
We do need a minimum of 6 working days’ notice to ensure that your home move goes smoothly. If you're moving within 6 days, please speak to us now on live chat or give us a call on 01482 602555 and we’ll be happy to help.
What if my moving date changes or falls through?
We understand things change, especially when it comes to moving home. If there are any changes to your plans, don’t panic – just contact us and let us know. The more notice you can give us, the better.
If your move falls through, again just contact us. We’ll make sure that you stay connected at your current address so you have one less thing to worry about.
What should I do with my KCOM equipment when I move?
In all cases, you should leave your ONT box attached to the wall of your home and leave the PSU plugged in. You should take your router (and any access points, if you have KCOM Smart Wi-Fi) with you to your new home. Don’t forget to pack up any cables and leads (such as ethernet) as well.
If you’re ending your contract with us due to moving outside of the KCOM network area, you will need to return your router (and any access points in the case of Smart Wi-Fi). But not to worry – we'll let you know how to do this.
What will happen to my services on moving day?
On the agreed move out date, your services at your current address will be disconnected. We’re sorry that we can’t give you an exact time for this. If you need to be online that day, we suggest having alternative arrangements in place, such as connecting via mobile data.
To stay entertained (or to keep the kids occupied while you focus on packing up the house), remember that certain apps like Netflix also allow you to download content, so you can still watch even when you’re offline.
How soon can I get connected at my new address?
When it comes to moving into your new home, we want to make things as smooth as possible. If there’s already a Lightstream connection, it should be as simple as plugging in your router and getting connected straight away. Of course, if you have any issues our tech support team is on hand to help you out – just message us on live chat or give us a call on 01482 606101.
If there’s no Lightstream installed at your new address, we’ll have notified you about this prior to your move and booked any necessary appointments to carry out the installation. Not to worry, we’ll work with you to ensure everything goes as smoothly as possible so that you can get connected ASAP at your new home.
What do I do if I have issues with my services after moving?
We hope that you enjoy a totally stress-free move, but understand there could be a few hiccups. If you’re having issues with your connection at your new address, we’d suggest looking through our help articles for some handy troubleshooting tips. It could be something as simple as moving your router to a new position to improve the Wi-Fi signal.
Do I have to keep the same package when I move, or can I change this?
We understand that if you’re moving home, your circumstances could be changing. When you fill in our home move form, you can let us know if you want to keep the same package at your new address. You can also change your package at any time on our website – just head to our packages page, select your new speed, then you’ll be taken to My Account to confirm your choice.