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
Local customer service was fast, friendly and informative; engineer punctual.
“fast, friendly, clear and informative conversation.”
Reviewer says KCON are expensive and have rude advisors; don't sign up.
“KCON are 💩 they are twice as expensive as BT and their broadband is rubbish 🗑 😑”
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.
Reviewer accuses company of monopolising and blocking competitors, limiting choice.
“There nothing more then a Monopolizing dictating company that's blocked”
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.