Many reviewers praise the on-site engineers and local staff for turning up on time, working neatly and being helpful during installations. Several customers say fibre packages brought big speed gains. A recurring set of complaints points to missed callbacks, cancellations and unexpected charges. Broadband reliability is mixed, ranging from steady high speeds to buffering spells or speeds well below what was advertised.
Examples from available reviews (Sep 2019 – Mar 2026).
Matt and Jake were courteous, respectful and performed excellent work.
“Matt and Jake were brilliant courteous and respectful of my house”
Multiple cancellations and communication failures caused ongoing frustration.
“I cancelled the account on 1st October within the cancellation period.”
Reported advertised 900mbps actual speeds were far lower and variable.
“900mbps package speeds I've actually received down to 5/6/700mbps”
Lower price contract offered more speed and included unlimited landline.
“lower price contract more speed cheaper than already paying including unlimited landline”
Installer performance stands out as the main positive. Reviews often describe engineers as professional, on time, tidy and clear when talking customers through the work. A smaller group also highlights helpful face-to-face support from in-store and local staff.
Several reviewers mention cheaper contracts and savings, sometimes with landline bundles included. Other reviews flag bill increases and surprise charges. Some customers say price rises and extra fees are why they are thinking about leaving.
Many customers describe smooth sign-up and easy broadband switches. Only a few mention app setup and fast engineer visits, but those who do call them simple and effective. Long-term users often say they have stayed loyal and would recommend the service.
Some reviews report big speed jumps and consistently high throughput after fibre installation. Others mention evening buffering and speeds far below advertised gigabit tiers. Comments point to both reliably fast service and periods where performance drops or varies.
A clear cluster of complaints focuses on missed callbacks, repeated cancellations and disputed charges. In contrast, other reviewers describe patient, easy-to-follow phone support, including help explaining bills and setting up direct debit when asked. Overall, feedback runs from clear, helpful contact to repeated failures around callbacks and account handling.
The most consistent praise centres on positive in-person help from engineers and local staff. At the same time, billing disputes, cancellation problems and uneven speeds come up repeatedly as the main frustrations. Many happy customers recommend KCOM, while a separate group reports serious account or performance issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (6) · Reviews (1) · Quotes shortened · As of: March 2026
Ellis and Greg were helpful, knowledgeable, punctual and tidy.
“Ellis and Greg were helpful, knowledgeable, punctual and tidy.”
Happy with internet and price; ordering to install process was very good.
“I am happy with the Internet & price.”
Personal assistance resolved issues and broadband worked on moving day.
“Nice to feel treated personally rather than being directed to websites or bots.”
Multiple cancellations and communication failures caused ongoing frustration.
“I cancelled the account on 1st October within the cancellation period.”
Installation increased speed from 16 Mbps to 495 Mbps and remained stable.
“I've gone from 16 Mbps with Sky to 495 Mbps with KCOM.”
App-based setup was very easy to follow and complete.
“It's so easy to set up yourself”
Matt and Jake were courteous, respectful and performed excellent work.
“Matt and Jake were brilliant courteous and respectful of my house”
Installers were professional, explained the system and left property tidy.
“two top lads who where professional and helpful.”
Staying with local KCOM; staff are helpful and readily available.
“Help with technical issues and phone queries is just a call away”
Phone support was patient, helpful and enabled router setup for older customers.
“you can request a call back which is usually fairly quick.”
Ellis and Gregg were professional, explained everything and completed work quickly.
“explained everything that was happening in great detail.”
Installers explained setup clearly and handled challenges of a first-floor flat.
“they knew exactly where everything was going to go”
Bill increased by £4.50 monthly, prompting intent to leave when free.
“our bill will be increasing by £4.50 per month”
Ellis and Greg provided quick, professional and tidy installation.
“Great service and quick install by Ellis and Greg.”
Team were friendly and delivered fast data.
“fast data that's what you want”
Service was great with simple explanations and a recommendation.
“Great service, simple explanation, would recommend to anyone”
Reviewer describes service as very professional.
“Very professional”
Adam and Corey fitted fibre politely, left no mess and restored devices.
“didnt leave any mess.”
Constant buffering in evenings and price increases made service unacceptable.
“Reality is constant buffering, especially in the evenings”
Customer service was terrible; charged £60 for engineer despite recent installation.
“they said charge of £60 even though fitted a week ago.”
Thomas Mitchell and team provided exceptional, patient and clear technical support.
“His professionalism, kindness, and deep understanding of the issue were evident”
Lower price contract offered more speed and included unlimited landline.
“lower price contract more speed cheaper than already paying including unlimited landline”
Long-term customer sees no reason to change provider.
“Used KC all my life, I see no reason to change”
Staff explained everything politely and set up direct debit as requested.
“extremley polite and helpfull”
Reviewer reports a very good experience.
“Very good experience”
Reported advertised 900mbps actual speeds were far lower and variable.
“900mbps package speeds I've actually received down to 5/6/700mbps”
Installation team were friendly, tidy and completed work promptly.
“friendly helpful, tidy and had everything sorted in good time”
Helpful staff and good fibre service reported.
“Helpful staff, good fibre service”
Long-term customer intends to continue using KCOM.
“I have used Kcom for many years and i will do so in the future.”
Engineer was excellent but customer service was poor.
“Customer service however was not good at all”
Staff were knowledgeable and helpful.
“Staff knowledgeable and helpful”
Staff in Hull shop were polite and helped arrange a money-saving contract.
“the young man was so polite and helpful”
Repeated delivery and callback failures and overcharging caused disappointment.
“having to phone 4 times.. told callback never happened”
Broadband transfer was easy and customer service excellent.
“Very easy broadband transfer. Customer service was excellent”
Customer alleges being bound into contract and referred to debt collectors.
“They bound you into contract then won’t tell you termination charges”
Service was excellent, very helpful and polite.
“Excellent service very helpful and polite”
Staff were really friendly and provided prompt service.
“Really friendly, prompt service”
Reviewer was very happy and recommends switching to KCOM.
“Brilliant service and one very happy customer”
Engineers were punctual, precise and left the site pristine.
“The engineers arrived spot on time.”
Reviewer is very happy being a KCOM customer.
“Very happy been a KCOM Customer”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
KCOM is a regional UK telecoms provider that builds and runs a full-fibre network across Hull and East Yorkshire. It sells broadband for homes and businesses, including gigabit-capable packages, along with fixed-line phone services. KCOM uses engineer-led installations, provides routers and has local retail sites for in-person support. It also sells business connectivity, including leased lines and managed network services.