Pop in for help in person? KCOM’s shop reaches major service milestone

Sometimes, when it comes to sorting your phone or broadband, it helps to have a little real life facetime.

That’s why, since the start of 2026, more than 5,000 people have dropped in at KCOM’s Carr Lane shop to talk to a local customer service champion in person.

As the only local broadband in East Yorkshire to company to have a physical high street presence, located in the heart of Hull, it’s a service that many customers count on. And in a digital age where businesses increasingly want you to engage online – it’s a refreshingly human approach from one of the world’s oldest telecoms companies.

Customer Champion Ellie Lyon is often the first face customers see when they arrive at KCOM’s Carr Lane HQ.

She said: “Not everybody wants to go online or talk to someone over the phone – they’re just far more comfortable talking to a real person. I know many of the people who come in often need that extra support with certain things and they really value having a familiar face they can come in and talk to.

“Once someone’s been into a shop and had that reassurance they tend to come back again. We have our regular customers who come in and we get to know and build a rapport with them which is really nice.

“We do pretty much so all the same things that our teams on the phones in our contact centre do – it’s just adding that friendly face that people appreciate.”

As well as sorting everyday enquiries such as paying bills, re-contracting and booking appointments, KCOM’s shop also offers in-person technical advice through its MyTech service desk.

From set-ups to breakdowns, KCOM’s tech experts are on hand, in store, to get customers up and running online - from explaining flashing lights on equipment and setting up routers to providing handy advice on staying safe online.

KCOM Consumer Managing Director Neil Bartholomew added: “It’s vitally important that no-one is left behind in this digital age – and we know that not everyone, especially older people, want to do everything online.

“As a business determined to give excellent customer service, we’re finding that people really appreciate the human touch only we can provide. The fact that we’ve had 5,000 customers through our front door so far this year is a testament to just how valued the service is. As a company that’s been at the heart of our local community for more than 120 years we’re committed to being there for our customers - no matter how they want to talk to us.”

• KCOM’s Carr Lane shop and MyTech Service Desk is open 9am to 4.30pm, Monday to Friday.