Important: Before selecting a package, please review the eligibility criteria below.
Stay connected with our Flex packages
All prices are inclusive of VAT unless stated otherwise. Prices assume you pay by direct debit and paperless billing. The default way to pay for this package is by Direct Debit, however other payment methods may be accepted. For further pricing information including call charges, click here. Customers can also take one of our call bolt-ons which can be found here.
Stay connected with our Flex packages
All prices are inclusive of VAT unless stated otherwise. Prices assume you pay by direct debit and paperless billing. The default way to pay for this package is by Direct Debit, however other payment methods may be accepted. For further pricing information including call charges, click here. Customers can also take one of our call bolt-ons which can be found here.
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Lightstream Flex terms and conditions
This service is not subject to early termination charges. Lightstream Broadband speeds are affected by various factors including internal home wiring and in-home Wi-Fi. Minimum, maximum and average speeds are based on actual access line speeds within those postcode areas. If you receive speeds significantly below the minimum stated here and we’re unable to fix it, you can cancel your contract at any time with no termination fee. All prices include VAT and are based on payment by Direct Debit and Online Billing. Payment by non-Direct Debit or paper billing are available options but may be subject to additional monthly charges. A £10 connection fee applies to our Flex broadband products unless otherwise stated. 12-month contract applies to Flex Call Only; 30 day rolling contract applies to Full Fibre Flex. You can terminate your contract on any billing date by giving us at least one months’ notice prior to your billing date. Your billing date is the date we issue your monthly bill. This will be the same day of each month and can be found on your monthly bill. Turning on this service could be subject to a new application and credit check.
**The Lightstream Flex Service is subject to status and network availability. Package is subject to eligibility. The Lightstream Flex Service is subject to our standard terms and conditions available here. See traffic management policy here. For full details about home phone bolt-ons, call charges and eligible numbers, see our Pricing Manual. Calls are subject to our fair usage policy. Where we use our network to deliver Lightstream broadband services the performance of our network is unaffected by distance and configured to support the speeds that we advertise. This does not mean that you will always receive these headline speeds but we do manage our network to minimise the drops in performance. In the minority of cases where Lightstream broadband is delivered using alternative network technologies (FTTC) to deliver your broadband service the performance will vary by distance. Similarly, where your broadband service is delivered using legacy technology (ADSL) the performance will vary by speed. If there is no FTTP or FTTC availability in your area you may be able to take one of our other Flex packages on ADSL. See our price manual for more details.
Flex packages eligibility criteria
Our Flex Packages are only available to customers who receive one or multiple of the following:
- Income Support
- Pension Credit (This does not include state pension)
- Job Seekers Allowance
- Housing Benefit *
- Personal Independence Payment
- Attendance Allowance
- Universal Credit, with zero earnings **
- Universal Credit with reduced earnings (available only for Flex+)
- Reduced Earnings Allowance (available only for Flex+)
- Care Home residents and Lifeline customers who are referred to us via Social Services
- Care Leavers
- Employment and Support Allowance (EAS) (Income related)
- Disability Living Allowance
* Please note that if you are applying on the basis of housing benefit, we don't accept housing benefit through Universal Credit.
** This means the person claiming the Universal Credit doesn't receive any earnings from employment or self-employment during their Universal Credit assessment period. Anyone applying must provide us with proof of eligibility with their application. The person eligible (as above) must also be the person whose name is on the bill.
Real Flex broadband customer reviews ★★★★★
FAQs
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Can I get a Flex product if I’m already a KCOM customer?
Yes, if you are already a KCOM customer, you can still apply for a Flex product. If you pass eligibility, you can change your broadband package to one of our Flex packages.
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What happens if I need to cancel?
Our Flex products are monthly rolling contracts; therefore, you can cancel at any point by giving us 30 days notice.
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What if I am no longer eligible?
If your circumstances change and you are no longer eligible, you will need to contact us so we can review your account and advise of the best package available to you. We may also carry out periodic eligibility checks whilst you are on a Flex product. If you are no longer eligible, you will be offered an alternative broadband package.
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Does KCOM offer any additional help for people with disabilities or health conditions?
Yes, you can find out more about our services on our supporting vulnerable customers page.
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What if I need more speed than the Flex packages offer me?
Our Full Fibre Flex package offers 30Mbps download and upload speed. Our Full Fibre Flex Plus package offers 50Mbps download and upload speed. Both are more than enough for the average household to stream and browse online. However, if you need more speed, we do have other packages available which are available to view online, or on your My KCOM / My Account profiles.
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How will you check my eligibility?
You can apply online and get a decision within minutes by choosing our OpenBanking verification method. This will verify if you receive a financial support which is eligible for Flex.
You can also apply online and choose to upload proof of documentation of your eligible financial support. We will aim to verify this in 2 working days.
Alternatively, you can call our sales team on 01482 602555 who will be able to guide you over the phone. This will require you to email, post or bring in your proof of documentation before we can set up your package.
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Will I have to do a credit check to get a Flex product?
If you are a new customer, yes. All our new customers must go through a credit check before we can process their order.
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What is included in the call allowance?
You can use 750 call minutes per month from your landline to other UK landlines and UK mobile numbers. If you go over your allowance, your charges will be capped at £10 per month.
Please note – only calls to UK landlines and mobiles are included, calls to other lines such as international and service numbers will be charged at the normal rate (numbers starting with 03, 05, 08 & 09)