Step by step
The installation process
Engineer pre-visit
Before your installation appointment, our pre-build team will plan and install the fibre direct to your home, replacing your existing telephone lines. An engineer will fit a small box to the outside of your home with a new cable that contains the fibre.
Prepare your home
Next, you'll need to decide where your network box and router will sit, then make sure you have two plug sockets free. A single plug with an extension cable will work just fine.
Installation day
On the big day, one of our engineers will need access to your home for around two hours. They'll fit your fibre cables, set up your new router, connect one of your devices and then leave you in peace to enjoy faster, more reliable broadband.
Why KCOM?
Set a switching reminder
Stuck in a contract or not quite ready to make the switch? Set a contract end reminder, with no commitment to buy, and we can remind you four weeks before your contract is due to expire.
Just remember, it's likely that any offers you see from us available today might not be there later, so please check the relevant terms and conditions for end dates when thinking about when to switch providers.
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.
Award-winning home broadband
We are exceptionally proud to have won European Broadband Awards - Quality and Affordability of Services award, ISPA’s Best Consumer Service Provider and INCA’s Best Urban Impact award.
Helping you decide
Choosing what you really need
Not sure which package is best for you? We've created a smart search tool that takes under five minutes to complete and will help you decide on the broadband bundle best for your circumstances.
Try our smart search toolWant to see how different speeds affect download times?
Use our tool to test how our different broadband packages change the time it takes download 4k movies, large gaming updates and webpages.
Broadband speed calculatorFrequently asked questions
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Does Lightstream actually make a difference?
Yes, Lightstream has been designed to cope with high levels of uploads and downloads, meaning that you can say goodbye to buffering movies, webpages that take ages to load, and your connection dropping when someone else in the household goes online. It's much faster than standard broadband, and more reliable.
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Is Lightstream available in my area?
You can check the current availability of Lightstream on our rollout page, or by searching on our postcode checker. If your area doesn't show up, please check again in the near future, as we're constantly rolling out to new neighbourhoods.
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Lightstream isn't available in my area yet. How do I register my interest?
You can register your interest here and we'll get in touch as soon as the service is available in your area.
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What will happen to my existing services on installation day?
I'm an existing KCOM broadband customer:
On switchover day, your phone line and internet may be down temporarily, if so our engineers will make sure your line is back up and running before they leave.
I'm a KCOM phone customer but I don't currently have broadband:
On switchover day, your telephone line will be turned off for no more than a few minutes while we switch on your fibre connection.
I'm not currently a KCOM customer:
On switchover day, we'll connect both your phone and broadband so you can start enjoying your new fibre service right away.
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Can I rearrange my install appointment?
Yes, you can, and it's free of charge if rearranged before the installation date. If you make an appointment and miss it without letting us know, or there's no one aged over 18 in the household on the day, we reserve the right to charge a missed appointment fee of £120.
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Which line gets replaced?
The telephone line that is replaced is the one that runs from your home to a telegraph pole. You won't need to be at home for this step.
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What time of day is Lightstream installed?
You can choose a time slot of either 8am-12pm, 12pm-4pm or 4pm-6pm, with Saturday slots also available.