Reviews Analysed
21
We Collect & Analyse Reviews
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
Positive Sentiment
86%
Latest Review
22d
Overall Rating
4.4
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.
Share
Mixed
24%
💰
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.
Share
Mixed
9%
⚡
User experience
Installation, transfers and on‑site work are frequently described as smooth: punctual engineers, tidy work and clear setup instructions are common positives.
Share
Strong
13%
🔧
Product quality
Many reviewers report good fibre performance, yet a minority describe inconsistent or reduced speeds on high‑load packages and intermittent faults.
Share
Mixed
10%
📞
Communication
Communication is variable: customers note clear, informative in‑person or engineer interactions, but also missed callbacks, misinformation and empty promises.
Share
Mixed
14%
⭐
Overall experience
Overall impressions lean positive with many satisfied customers praising staff and installations, though some report billing, speed and complaint handling problems.
Share
Strong
30%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
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."
Ellis Taylor
Collected.reviews
Nov 30, 2021
Featured for: Business user: reduced speeds, broken support
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..."
Daniel Russel
Trustpilot
Sep 30, 2025
Featured for: Claims 900Mbps not delivered; billing
Fibre Installation
"Set up fibre. The team were friendly helpful, tidy and had everything..."
Kevin Robinson
Trustpilot
Sep 30, 2025
Featured for: Friendly, tidy fibre installation team
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..."
Alan Johnston
Trustpilot
Sep 30, 2025
Featured for: Repeated missed callbacks, router delivery issues
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
m
mr colin pinder
trustpilot.com
Sep 30, 2025
lower price contract more speed cheaper…
lower price contract more speed cheaper than...
I
Ian
trustpilot.com
Sep 30, 2025
Used KC all my life
Used KC all my life, I...
t
tracey ann rhodes
trustpilot.com
Sep 30, 2025
helpfull, polite and friendly
everything was explained in detail extremley polite and helpfull set up my direct debit easi...
J
Jez Smith
trustpilot.com
Sep 30, 2025
Very good experience
...
D
Daniel Russel
trustpilot.com
Sep 30, 2025
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...
K
Kevin Robinson
trustpilot.com
Sep 30, 2025
Fibre Installation
Set up fibre. The team were friendly helpful, tidy and had everything...
C
Chris Walsh
trustpilot.com
Sep 30, 2025
Helpful staff
Helpful staff, g...
R
Robert Henry Wardell
trustpilot.com
Sep 30, 2025
Kcom have some great people working for them.
I have used Kcom for many years and i will...
L
Lady in red
trustpilot.com
Sep 30, 2025
The engineer that fixed the fault was excellent
The engineer who fixed the fault was excellent...
M
Michael A Brown
trustpilot.com
Sep 30, 2025
Staff knowledgeable and helpful
Staff knowledge...
M
Ms Barbara Fairbotham
trustpilot.com
Sep 30, 2025
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...
A
Alan Johnston
trustpilot.com
Sep 30, 2025
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...
A
Alan
trustpilot.com
Sep 30, 2025
Very easy broadband transfer.
Very easy broadband transfer....
A
Ankit Arora
trustpilot.com
Sep 30, 2025
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...
P
Patricia
trustpilot.com
Sep 30, 2025
Excellent service very helpful and…
Excellent service ve...
R
Ruth Ellicott
trustpilot.com
Sep 30, 2025
Really friendly
Really friendly...
D
Darren Poole
trustpilot.com
Sep 30, 2025
Brilliant service and one very happy…
Brilliant service and one very happy customer D...
C
C Trevor Jackson
trustpilot.com
Sep 30, 2025
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...
X
Xristos Vlaxos
trustpilot.com
Sep 30, 2025
Very happy been a KCOM Customer
Very happy been...
J
JMC
trustpilot.com
Sep 30, 2025
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.