KCOM Avis 74

Engineer came around to install the box, said the wire was too short but managed to splice a bit of wire on to connect it. Box gets knocked off the wall and the wire pulls apart because it’s too short. Another engineer comes around and makes the wire longer so if it falls off the wall again it won’t disconnect the wire…now we are being charged £120 because they did the wire short in the first place. Terrible company.

If I could give zero stars, I would.

This company somehow created two accounts under my name and address, but only shared the details of one account with me. I only discovered the second account when I was billed twice. To my shock, they had also set up a direct debit for the second account—an account I had no knowledge or control over!

Despite numerous promises that the second account would be dissolved and I wouldn’t be charged again, I was still billed twice. I’m still fighting to get a refund. Absolutely unacceptable!

I've now been a month without Internet. You've misdiagnosed faults, seriously been lacking in any kind of customer service, customer service claiming there's no notes on the account everytime I ring with no end in sight as to when you're actually going to fix this issue, you're still taking payments for a service I have no access to and when I ask for someone to call me and update me you claim you're "inbound only and that's not an option". I've even emailed two emails of complaint requesting a refund for the last payment you took and a customer service representative eventually emailed me back with a generic email and no mention of my refund!

I'm in my late seventies and now not a fan of KCOM after an engineer cut off one of my two landlines which he came to "migrate" . I thought the answer would be that he would come back and rectify his error. But no not KCOM.
After talking to KCOM this week I ordered a new phone to test the old line which, to my surprise, I could hear VERY faintly and couldn't dial out of . I would have thought that KCOM would rectify the old line, put in a new line or reimburse me for the new phone. Who can tell ?
At my age I'm not holding my breath !!! JW 8.29
11/09/24

We have been a customer for only 2 months if that. We had to call out engineers that took a week before they came out!! Now we have no Internet connection and now been told we have to wait up to 5 days for a replacement router.. after just 2 months!!! Absolutely
depressing. I have been with an Internet provider that's so horrendous... NO MORE I WILL PAY TO GET OUT AND GO WITH BT!!! WHAT A DISGRACE OF A COMPANY ...

Awful provider, would not recommend. Poor internet speeds, WI-FI is awful. I have been lied to by staff and the communication within KCOM is very poor. They really do not know how to deal with enquiries or issues customers experience.

If there was 0 star i would have given you. Please avoid them. I didn’t not have the option of other providers in hull if not I would not have gone with them. I’m moving to a location they are unable to provide service despite me being 18 months into my 2 year contract and I am being charged exorbitant exit fees. Please avoid!!!!

Total garbage. Only internet providers in hull and east yorks ( no idea why). The fibre optic box wasn't fitted securely (no choice to go copper so they have you by the short and curleys).box fell off wall 🙄 waited 5 days for an engineer then charged 120 pounds for something no fault of my own. Customer service agents appalling - was told waoting for an engineer is like waiting to see a gp! Funny that lol so I pay 60 quid privately to kcom for no privately paid for service Has it become government owned? If so why am I paying in addition to my taxes. Garbage is putting it mildly. Of com complaint underway

KCom are a rip off compared to other providers - mainly because they are a monoply. All, and I mean ALL of their packages are overpriced for what you get. Also, their customer service is wanting. I recently downgraded my package to save money as I'm on a low income and they continued to charge me the old price for almost 2 months.
Unfortunately I am tied in for the next couple of years now but unlikely I will renew my contract with them when the time comes.
I have to admit, I was bonkers to resign with them. I was overly concerned I would have to change the email addresses for all the companies I deal with but now regret it. We all learn from our mistakes.

And, can someone please tell me why it that when all I do is read my emails, read the news and browse shopping sites my data allowance goes down by almost 1GB a day? I only have 2GB total allowance on my mobile phone contract and I have data left over at the end of the month!

AVOID. There are other companies in Hull now (despite KCom making it difficult!) so look elsewhere.

Beyond terrible . Been told by Kcom they have no tech support so now I have no wifi at home , 2 days ago working fine . Rang the tech support and spoke to someone who had no idea and said it was properly my microwave as anything can stop Kcom working. Simply shocking , roll on the installation of the posts so I can get another provider . Kcom are an embarrassment to Hull . No internet and no wifi and no way of getting the internet , Kcom are dinosaurs.

Terrible service, struggled to get out of contract

I've been with Kcom for about 15 years although its on the pricey side I have always been happy with it. Money was a bit tight last year so i downgraded a 100 Mbps package which is still costing me 44.98 a month. This triggered a new 24month contract. A new broadband company called Fusion fiber which has just started providing fiber in my area and most of hull for just £31.99 for 500 Mbps or 37.99 for 1000 Mbps with a new router. Other providers on the new MS3 network are even cheaper. It is far better than the 100 Mbps for £44.98 I am currently getting. After ringing Kcom and speaking to various people I was told they cannot match there offer, or reduce my bill, or do anything for me, or even let me cancel without paying over £600!!!!!! cancellation fee. Truth be told i would of probably stayed with Kcom (out of some misplaced loyalty) if they could at least offer me something close to the other company, I am now forced to stay with Kcom for a 1 more full year which is not good as all i am trying to do is save some money. I would stay away from Kcom if i where you, type MS3 networks into google if you are looking for broadband in hull.

Regards

Tom

Spoke to them about my extra costs when they let me down in Barton upon humber DN18 6JW and they said they would cover my cost for no telephone or broadband for 6 weeks now and they have again just brushed it under the carpet so even when I removed the bad reviews that's all they wanted and I've still no phone or broadband till this Thursday 2nd of May 2024 when BT arrive to do the installation so kcom you get a big fat Zero from me jk

We have been a Kcom customer for at least 10 years.
Finally a company that really does not care about its customers.
So contracts come to a end and you should have either a letter or a email,
This is what Kcom failed to do last year.
I rang them she stated that we have re-needs it well over a year ago? Nope neither of us have.
So I rang again she quoted that it was renewed in December 23,
Nope not by us, then who by?? Kcom them selves decided to take matters into there own hands.
So I put on here the issues as Kcom staff don’t care and do not listen.
So Wayne rang me and checked that we was out of contract and put us on a rolling 30 day contract.
That was great.
Af a few days we decided to give 30 days notic that was accepted and was told that we would only get one bill.
What a bunch of liars now after 30 days of problems and lies I rang this morning to asked why we have a bill of over £40 that’s-a mths money 30 days she also said that an extra weeks money is due to us as if we don’t pay then action would be taken.
Wow how has she got a job and why does she talk to me like dirt.
So you can have the mths money and the extra money that YOU SAY WE OWE YOU.
Why don't you tell the truth
Am glad another company-has come in to & hope they provide a far better service then Kcom

Non existent customer service, lying about their prices and taking money that I didn't agree to.
Bitterly regretting renewing my contract with them.
Been overcharged and to talk to someone on the phone is an hour wait, sometimes longer.
They say to put an online query in and I have heard nothing in overca week.
Now there's other companies coming in you'd be better trying them.
I will not be staying with this company as soon as I am out of contract.
They used to be great and have good service now it's shocking overpriced rubbish

Have tried charging me £80 for first months Internet. Was originally told £32. First time I called they said they were charging me from the 29th February. Didn't have Internet installed until 12th March. Then have said I need to pay £65. I said I wasn't told this. They said they would listen to call and call me back at 5pm. No one called. Was on hold for 45 minutes to be put through to 3 different departments. All of which were no help. AVOID LIKE THE PLAGUE.

Hull kcom hu3 5bj internet keeps disconecting each 10 minutes the speed what i have 900 mb i am paying big money for that and i am still not geting the max speed its going only to 600 mb the internet keeps disconecting not every day in some weeks its just inposibale to watch somwthing on tv or i am not speaking about playing games, imposible…
To call to KCOM and to speak whit them
About that problem there is waiting time 30 minutes each time you call and when you waiting for this time they droping the phone absolitly schooking
To reach them i rate 1/10
Internet speed. 4/10
Internet interuption 2/10
Internet cost for this service 1/10

Waiting for better provaider in this area, 100% will cancel it when it ends.

Do not let them upgrade your phone.

So unlike their internet, the actual landline works ok. And we have to use landline as the reception on all mobile networks is poor where we live.

We received a call several weeks ago to see if we wanted to change to optical landline. We were assured it would be a straight forward process taking only a few minutes. How wrong they were.

Before the 'migration' date, they sent an adaptor with instructions. On the migration date itself, the new adaptor was used as instructed. Except it didn’t fit - wrong type. Called KCOM and eventually got to talk to someone. Was told to try it in the other box. As the other box is the router, erm this information was totally wrong. Wonderful.

Spent 2 hours trying to get through to them - after repeatedly getting cut off. Was told to try the phone without the adaptor. Yep - tried that - it didn’t work. Called KCOM once again – another hour of my life wasted. Was told that some phones aren’t compatible with the new system and I should have been told that when I was asked to switch. I wasn’t told that. Sooo impressed with KCOM !!!!!.

Was told I would be sent new phones (which would be inferior to the set up I currently have) . That was 6 days ago. Still waiting. But hey - they did send another adaptor out. Same as the first one . Which didn’t fit. Not surprisingly. Arrggghhhh.

I asked them to reverse the ‘upgrade’ – but was told this wasn’t possible as the old system is obsolete. I’m not sure how true this is, as I was also told that they will not switch a customer over to the new system if the customer doesn’t have any other means of contacting the emergency services in a power cut (I think the old system would allow calls to be made in a power cut – but the new ones wont). Progress eh.

I have also heard other stories; One elderly lady felt bullied to have a new phone installed in a room that she never goes in. And from which she cant hear the phone when it rings. Another couple have had to use an old corded phone to get it to work.

I am shocked by KCOM’s total disdain of their customers – especially in the face of pretty aggressive (and substantially cheaper) competition.

So now 8 days without a landline and counting. KCOM make Ryanairs customer service look good.

No internet for a week and when its finally resolved we are offered £6.00 compensation .Five people in one house having to use mobile data hotspots and they offer £ 6.00 its a joke

Terrible. Customer services near to impossible to get through. Cancelled subscription in Feb, still billing me up to April despite me joining a new service provider - unable to get through on phone lines. I think KCOM will soon very go out of business.