Why your application may have not been approved

Flex packages cannot be provided if you do not have evidence of:

  • 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
  • Other Reasons for rejection
    • You are not the person named on the bill
    • You already have a telephone service from another supplier
    • You have more than one line at the same or different premises (unless you have a second line because you're responsible for paying the telephone bill for a relative)
    • Your line is an ISDN line
    • Your line is used exclusively in connection with a burglar alarm or other monitoring services
    • You have ceased and had service re-provided in the last 3 months
    • Your service has been restricted because you owe us money

Affordable option to stay connected

Power Fibre 100

This package is designed to give you great value that keeps your budget in tact.

from £22/month
1 eero 6+ router included
Unlimited data
100 Mbps upload speed
Static IP included
24 month contract
Includes FREE installation

Our promise to you

Unlock exclusive benefits and enjoy superior service from the broadband provider that you can trust.

Hull call centres

Our call centres are proudly rooted right here in Hull and are staffed by real local experts, 7 days a week.

Faster streaming

Netflix, Disney+ and Prime content is stored in our local cache in Hull, so you enjoy a smoother experience.

Trusted locally

We provide connectivity to blue light services across the region, delivering service they can rely on.

99.999% uptime

You need full-fibre with reliability, and our network's up and running above industry standards.

FAQs

  • 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. 
  • 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. 
  • 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. 
  • 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.
  • 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.
  • 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.

  • 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. 
  • 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)