KCOM Bewertungen 74

Impossible to contact on phone. When you request call back option 1 they jsut tranfer you to another Q. People dont call back or know why certain emails have been sent. Have to be up there on the worst customer experience you could ever imagine.

I moved house with 8 months remaining on my contract so I enquired about staying with KCOM but they came back with a reconnection charge of £1100. I then attempted to cancel my contract as I decided to go with another provider. It took 6 phone calls 3 online forms and a letter to finally resolve what was a straight forward issue . Every time you call you are looking at 20-40 minutes hold time. On one occasions I waited 20 minutes to speak to an advisor who put me through to another advisor which was another 15 minutes. She put me on hold to read the computer notes and the line went dead. No matter when you call they are experiencing extremely high traffic Two online forms and my letter had no response and the reply to my complaint online forms did not address my points about poor service

Upgraded to Full fibre on 4th December. It was off for a month, came back on for 3 weeks and was off for another 3 weeks. Had an engineer booked in on two occasions, both occasions nobody turned up. Rang to ask where they were each time and both times was told the appointment was cancelled however nobody let me know. Lost 2 days of my annual leave at work for these appointments and so much extra data bought and used for hotspotting. Horrendous.

Converted to fibre optic on 12/12/2023, at this point I became a private number, something that I don't want and never asked for, despite numerous phone calls and promises to put this right, I'm still waiting, if you can't fix this you shouldn't be in businesses.

I’ve just had my install and the engineers deserve a 5** recommendation an absolute pleasure great attitude and very helpful. As for the management side of the operation 1* reasons why, After being told that the installation date was 15/12/23 no body turned up,(after waiting in all day) i had no communication from KCOM to explain why all they did was rebook me for the 19/12/23 Not very good service from the admin side

So after numerous phone calls, contact with Wayne on trust pilot, 2 years service with kcom and five months rolling contract kcom decide to repay an overpayment with a credit note. Seems like they just don't want to return monies owed to me. Absolutely disgusting. They have my bank details but find it impossible to put money back into my account. Daylight robbery. Under no circumstances am I phoning there highly irritating and inadequate phone lines again as it just gobbles up any refund.
Wayne has since tried to resolve the issue only for kcom to give me a credit note via email(what good is that?) still not resolved!! Rediculous!!!! Had I owed them money this long I'd be facing court charges. About time the law was changed for these corrupt Companies.🤬🤬

Received letter with end of contract next month, called to customer service as advice on letter to give 30 days notice ,after 2 hours waiting finally lucky to someone answear phone , operator said "I am unable to cancel your contract" , this is disgusting

Hello. As a victim of KCOM, I want to share the issue of the internet connection, or more precisely, the problem that has not been resolved. In July 2023, I signed a 24-month contract with KCOM, an internet service provider, to get internet at my home. However, as I will be moving to another house in October 2023, when I inquired about the process of relocation, they said, "Just let us know a week before, and we will transfer your internet on the day of your move." Nevertheless, when I notified them on November 1, 2023, they claimed that the earliest they could arrange the transfer would be November 17. Anticipating the inconvenience this would cause for my work-from-home situation, I requested an earlier date and was given an appointment for November 4. Unfortunately, nobody showed up on that day. When I called, they explained that due to some internal issues, they couldn't make it, but assured me they would come on November 17. Throughout this process, I had to continue my work from the office, which is quite distant from where I live. On November 17, the team finally arrived to establish the connection at my new place. However, they encountered a problem when trying to lay fiber cables to the connection point in the street, stating it was a problem beyond their control. They left, assuring me they would inform KCOM and that it would be resolved within a week. After waiting for a week, I continued calling KCOM. After hours of trying, they scheduled another appointment for December 5 (today). Unfortunately, once again, no one came. When I contacted customer service, they did not provide any information about today's appointment. They acknowledged my frustration and attempted to persuade me like a psychologist without offering a new appointment date. Apparently, they are planning to request a defense from the team who installed the connection to understand why the process has not been completed. Meanwhile, they continue to send me invoices for the past two months, insisting that I continue payments to avoid a negative impact on my credit score. This has been the last straw after numerous customer service issues I have faced during my two years in this country. Unfortunately, I have come to understand the bitter truth when it comes to service experiences, as if I had moved to a less developed banana republic instead of England. I hope someone responsible and knowledgeable steps forward to resolve my issue.

KCOM now have tariffs for New Customers which are half the price of their existing companies eg my package in Full Fibre 400mbps at £59.99 per month yet they are now offering New Customers only a Full Fibre 500mbps for £29.99 for a 24 month contract. This is unfair and a kick in the teeth for their customers albeit their current customers cannot change companies as KCOM has a monopoly in this area and make it impossible for other companies to use the fibre infrastructure

PAYING 37.99 A MONTH RENEWAL £47.99 FOR SAME 175 GB PACKAGE
WANTED TO GO ON 500 PACKAGE THAT IS ON OFFER FOR £29.99 FOR 2YRS . BUT TOLD THIS IS FIR NEW CUSTOMERS ONLY . WHERE IS YOUR COMMITMENT TO LOYAL CUSTOMERS WHO HAVE BEEN WITH THE COMPANY FOR 50 YEARS .SO IM GOING ON THE SOCIAL TARIFF INSTEAD AT £15 MONTH . I ADVISE EVERYONE IF YOUR ENTITLED TO THE SOCIAL TARIFF GET IT .THERES NO LOYALTY TO THEIR CUSTOMERS SO WHY SHOULD WE GIVEV THEM MORE MONEY , "SHAME ON YOU KCOM"

Con artists charged me £430 in cancellation fees when I had to leave the area due to a sudden career change. Even though they are the ones who could no longer provide me with a service in my new location. Not to mention the shocking customer service wait times and awful connection quality I experienced. I would rather spend the rest of my life on fire than deal with this company again.

Did arrange two weeks ago for a technician to install Lightstream to our property. Received a package of information confirming address etc Then received a email confirming date and time. Waited in all day- nothing. Phoned KCOM who said that there was a dog in the house along with a young child and that somebody was or had just returned from Norway. Nothing could be further from the truth - we don't own a dog, no child lives here and there was no note through the letterbox. I've never been to Norway. It will take 48 hours to get a response from a manager who will speak to their staff to confirm my story. I was in the house all day, even had the coffee on with some biscuits .Toilet facilities also provided. I have made a formal complaint and await compensation. Spent 30 minutes on the phone with somebody I could not understand who said he would phone me back- surprise, surprise- nothing.

A head's up for anyone looking to cancel your landline contract but 'lured' into staying after being offered an attractive alternative price package by the Retention Team.

Please be VERY careful!!!

A few months back, this happened to me and I was foolish enough to believe the lady I spoke with. She informed me that our bill would be reduced to a third of what we were paying, which sounded too good to be true....and it was!!! Our next bill was over 50% MORE expensive!

Went into KCOM 10 July and asked to speak with a Manager in order to register a formal complaint. Was informed that someone would need to listen to the original conversation. After waiting a short while, the lady I spoke with said that in order to save me waiting further, I would receive a call back (clearly just wanted to get me out of the building)
No call back.

Went back into KCOM 14 July and was informed that it would take 5 days to listen to the original call(!!) and someone would call me the following week. I was also informed that Managers do not come to speak with customers face to face!!! No call back.
So here I am, some 3 weeks later and still nothing, apart from an email informing me that my payment was overdue and I would incur an additional cost if I didn't pay!

Clearly KCOM couldn't care less. Let's hope that the Ombudsman does!

So I called to cancel, due to being overpriced. I went to CONTACT page, and got the number to call. I waited 25 minute on the line like a good boy, and they finally answered. So, I was told that they need to transfer me to a different department to cancel. Wait, why do you ask people to call this number then?? really, why?? So, I really had enough, and I waited an extra 30 minutes. They answer, I told them I want to cancel, and they reply: Oh we have to transfer you to a different team to cancel sir. So, the first guy transfer me to the wrong department??? is this on purpose??? are you all smoking too many drugs??? seriously, answer to me with the reason why, please KCOM.
acc number 8535602 X, just in case you think your team cannot be this bad and want to verify.

By the way, just before the transfer I was asked why am I leaving, in an attempt to keep me. So I told them I'm going to grain because they offer the exact same 300mb for 20£ a month, compared to your 53£. The guy just replied: I will transfer you now.

Yes, you are sooo overpriced that you cannot even try to stop people from changing as soon as they can.

Karoo just in the process of increasing their prices by £2 per month for Broadband. If you are out of contract costs you another £3 a month, so £5 monthly increase unless you tie in for another 24 months.
It is impossible to talk to them on the phone, they just promise to call you back but never do and they have now ceased the live chat option as well.
Karoo are getting worried,and quite rightly, about the competition from Connexin who have thankfully broken their monopoly in the City of Hull.
Connexin will be offering faster cheaper broadband so will be switching to them very shortly.

What a company.......
Great until something goes horribly wrong.
Then they just act thick.... Unbelievably poor.

I’m struggling with paying my bill and struggle to speak on the phone due to mental health- I’ve sent 4 emails to try and make arrangements for payment and had no reply

Well I am a new customer switching from BT to KCom. Booked several weeks agon for first dig installation for 0800 1200 on the 20th. No sign of install team. Contacted customer service after 1200 who said they must be running late. Well for a communications company they don't communicate still waiting for the call to say when they will arrive. Well if its not today I will have to make a decision regarding staying with BT.
Will update the review and let you know the outcome.
So as promised the latest update. Two KCom vans turn up 1315/1330hrs. Straight away I could tell the lead guy did not want to start the job he said its a longer time to dig. I said you are already 5 + hours late he said he was due to attend at 1230hrs.
He said he would have to make a call and let me know the availability of a team. So to cut to the end after approx 1 hour he know says good news and bad news. He could fit it to day approx 5 mtr dig I had already dug two mtrs so only 3 to go a put the connection to the nearest wall which is a bedroom. The bad news if I want to have it replacing the entry point of the BT connection he would survey but could not confirm a fitting day and I would have to pay extra. I declined both offers and told him I would contact customer services. I also explained that both my neighbours on either side were also considering KCom. But both have now decided to wait until BT come with Fibre.
So contacted Customer Service again and explained the situation I had also paid £100 to have a greenhouse taken down and the area cleared to allow an easier install. They asked me to give them a couple of hours to sort it out and they would call me back.
So now5 hours later still no call back. Great advertising for a communications company.
So watch this space I will update as it happens.

Ps I did fill I'm KComs customer experience email after I dealt with them the first time. I did not get one after the second time I called.

KC - 25 years paying for broadband that rarely met the advertised speeds, either dialup or lightstream. Switched to PURE Broadband works perfectly at just over half the price

Kcom who was once a benefit to Hull are now a nightmare, they have recently put my monthly charge up £5 (£55 a month now for internet) but they promised better speeds for the extra money. On the letter they sent me they basically said accept the new charge or cancel (great customer service) whilst knowing they have a virtual monopoly in Hull, leaving us with no choice. Since the so called upgrade I do get great speeds off peak as I always did but on peak has got alot worse and in the last week alone I've had 4 total blackouts and constant speed drops to the point I cannot even load Google on my laptop. I just hope we eventually get a decent company providing a quality service for a reasonable price, I'll be the first to leave. Currently I'm typing this off my phome 5G as it's the only way I can get onto the Internet.