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Step by step

  • 1. Switch to KCOM (it’s easy, we promise)

    We’re streets ahead of other providers.

    Check your postcode to see if we are available in your area, and start your experience today.

  • 2. Order at your own pace

    Take your time, browse our packages.

    Your in-home broadband experience is more important than ever.

    So, it’s worth getting it right.

    We’re on hand to support if you need any help while you decide.

  • 3. Ready when you are

    We’ll work with you to create the best installation plan to fit around you.

    Rest assured we’ve got everything covered. Our priority is always to work safely, efficiently and with minimum disruption.

  • 4. Happy to have you connected!

    We’ll be in touch soon with the formal stuff, but in the meantime, your normal broadband and online experience will remain unaffected. If you’re switching to us, you’ll need to let your existing provider know and we are on hand to support you in any way we can during the process.

  • 5. Staying in touch

    Now you’re a customer it’s easy to manage your account and stay in touch with us through ‘My Account’. It really doesn’t get any easier to manage your billing, adjust how we contact you (so you don’t miss out on deals) and benefit from paperless billing.

    The installation process

    Illustration of KCOM- branded orange engineer van

    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.

    Illustration of room with desk, lamp, chest of drawers and plug socket highlighted in orange.

    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.

    Illustration of woman using laptop, next to a router and speedometer showing ultrafast speeds of 500Mbps.

    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?

    • Fast-forward

      Get the ultimate full fibre broadband experience and enjoy some of the fastest speeds in the UK, right to your door. It’s time to speed things up so that you can enjoy all the things you love online.

    • Future-first

      The future of broadband is full fibre. Every product and service we offer has been built today with tomorrow in mind. Our technology partners share our passion for delivering customer-responsive, future proof solutions that will stand the test of time. Out with the old and in with the new.

    • Fibre-forever

      With us, you receive your own, exclusive fibre connection, which means you’ll get the speeds you pay for (because you’ll never have to share your connection with your neighbours). Not only that, everyone in your home can be online, on multiple devices, all at the same time – even at peak-time.

    • We ARE your community

      We’ve invested £100 million into our region’s towns and villages to create the infrastructure needed to pave the way for stronger, better, faster online connectivity. Full fibre broadband should be available for everyone; we deserve it.

    • We’re a heartbeat away

      Our people are (literally) right beside you. Our customer service teams and engineers are locally based, so when you need a fast response or home visit, we’ll always be close enough to support you. We may even be your friends or neighbours!

    • We're on your team

      We’re a Yorkshire-rooted company with over 100 years’ experience under our belt. We’re proud of our heritage but most importantly, we know that our people here at KCOM have shaped our success. With accolades such these are testament to the hard work of our people.

      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.

      (approximate dates are fine here)

      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

      • The ISPAs
      • European Broadband Award
      • INCA Award
      • Connected Britain

      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

      Illustration of man sitting on beanbag and using phone, with other devices floating nearby (games controller, PC and tablet).

      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 tool
      Illustration of woman running in background and speedometer showing high speeds in foreground.

      Want 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 calculator

      Frequently asked questions

      • 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.

      • 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.
      • 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.
      • 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.

      • 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.
      • 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.
      • 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.

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