KCOM
Experiences & Reviews
KCOM (formerly Kingston Communications) is a UK telecommunications company headquartered in Hull. It operates a local full‑fibre network in Hull and parts of East Yorkshire and supplies broadband, phone and business connectivity. People searching KCOM typically evaluate coverage, fibre speeds, installations and customer support when comparing providers.
Overview & Key Metrics
Our Analysis
Service quality
Many reviewers praise engineers and frontline staff for being polite and helpful, while a number report poor call‑centre responses and unresolved complaints.
Value for money
Some customers report lower prices or savings on renewal, but others cite unexpected charges, high out‑of‑contract fees and perceived overcharging.
User experience
Installation, transfers and on‑site work are frequently described as smooth: punctual engineers, tidy work and clear setup instructions are common positives.
Product quality
Many reviewers report good fibre performance, yet a minority describe inconsistent or reduced speeds on high‑load packages and intermittent faults.
Communication
Communication is variable: customers note clear, informative in‑person or engineer interactions, but also missed callbacks, misinformation and empty promises.
Overall experience
Overall impressions lean positive with many satisfied customers praising staff and installations, though some report billing, speed and complaint handling problems.
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
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Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – September 2025).
Superfast plus unlimited
"I own a movie shop thus my work entails downloading huge videos for movies. This has been possible because I have been using Superfast plus unlimited, which has allowed me to download so many movies and keep up with the demand of my customers. I have not had issues. The prices are great and the customer support team has been so helpful. However, I have been having problems with the package of late and they seem not to care when I raise a complain. The speed has greatly reduced and keeps on breaking. I have reached out for assistance but am given empty promises. I feel I can continue like this and I need to look for an alternative provider as quickly as possible to keep my business running."
Since day 1 this company
"Since day 1 this company, 900mbps package speeds I've actually received down to 5/6/700mbps they can't even issue this speed. Try blaming you using Wi..."
Fibre Installation
"Set up fibre. The team were friendly helpful, tidy and had everything..."
Told delivery router misinformed again and again
"Promises about routers delivery and having to phone 4 times.. told callback never happened and second time I have had issues ...over charging me t..."
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
lower price contract more speed cheaper…
lower price contract more speed cheaper than...
Used KC all my life
Used KC all my life, I...
helpfull, polite and friendly
everything was explained in detail extremley polite and helpfull set up my direct debit easi...
Very good experience
...
Since day 1 this company
Since day 1 this company, 900mbps package speeds I've actually received down to 5/6/700mbps they can't even issue this speed. Try blaming you using Wi...
Fibre Installation
Set up fibre. The team were friendly helpful, tidy and had everything...
Helpful staff
Helpful staff, g...
Kcom have some great people working for them.
I have used Kcom for many years and i will...
The engineer that fixed the fault was excellent
The engineer who fixed the fault was excellent...
Staff knowledgeable and helpful
Staff knowledge...
Good to talk to a person
My contract needed to be renewed,i went in the hull shop,the young man was so polite and helpful and...
Told delivery router misinformed again and again
Promises about routers delivery and having to phone 4 times.. told callback never happened and second time I have had issues ...over charging me t...
Very easy broadband transfer.
Very easy broadband transfer....
One of the worst service anyone can…
One of the worst service anyone can have i kcom. They bound you into contract then won’t tell you termination char...
Excellent service very helpful and…
Excellent service ve...
Really friendly
Really friendly...
Brilliant service and one very happy…
Brilliant service and one very happy customer D...
The engineers arrived spot on time
The engineers arrived spot on time. They carried out all the necessary work with precision and left the site pristi...
Very happy been a KCOM Customer
Very happy been...
UK LOCAL CUSTOMER SERVICE
UK LOCAL CUSTOMER SERVICE, fast, friendly, clear and...
Conclusion
Reviews show a clear pattern: many customers praise KCOM’s engineers and local staff for punctual, tidy installations and helpful on‑site support. At the same time, recurring issues appear around billing, contract exit charges and inconsistent broadband speeds for some packages. Communication is uneven — in‑person and engineer interactions are often rated well, while phone callbacks and complaint handling draw criticism. Consumers considering KCOM should check contract terms, ask specifically about expected speeds for their package and confirm any potential exit or out‑of‑contract fees before signing.