Awful! Can’t even watch a programme without constantly pausing for it to catch up. We hate it. Had sky before and no problems at all for years. I think KC put this out with the intention of getting you to upgrade the package. This won’t be happening as I am leaving hull soon and I cannot wait. Complete crap BB.
I can’t understand most of these reviews. I have been with kcom all my Internet life (1990,s) and never found it to be slower than anyone else I knew, that had different providers. My nephew who lives in Doncaster & has Sky Fibre thinks ours is amazingly fast. We have had unlimited download through these unprecedented times and it has not suffered whilst watching Netflix, Disney, YouTube & playing Xbox.
Great fibre broadband at fast speeds 220mbs.
Everybody i know has the best package kcom have to offer however, everyone whom i have discussed this issue with is highly displeased at the regularity of the connection going out for no apparent reason. Even when it is not down, the connection is very poor and nowhere near the promised speeds.
Wi fi intermittent, no resolution from sales team . Sent numerous emails threaten closure of contract … The last payment they moved forward 5 days so they could secure another payment. Customer service Nil , Techinoical assiatance Nil ...Avoid like the Plague
Kcom is a total disgrace they have had a Monopoly in Hull for 109 years where the GPO never put the network in and BT still don't exist at all! Now these twats wanna go National well they are useless so avoid Kcom like the plague!
Despite living right in the middle on a FTTP postcode, I am unable to get FTTP - as I live in an apartment.
KCOM have given me all sorts of exceuses as to why they can't install, blaming the landlord, the building management company and an undefined health & safety issue(!) for denying access despite me contacting both the landlord and management company and being told there is no issue whatsoever.
It seems KC just don't want to incur the expense of installing the cable to the building as they'd need to dig up the road in an area where every other house already seems to have a fibre optic line to the door.
Despite also allegedly offering FTTC, they don't offer it in this area. So I'm stuck with a pathetic and obscenely expensive connection.
I'm paying £45pcm for an unlimited data 4 mbps DSL connection - so pretty much the same price as a neighbours unlimited FTTC connection, despite being a fraction of the speed and utterly useless for downloading software, games or patches.
It is barely adequate for two users streaming films.
You'd be looking at £19.99 anywhere else, but there aren't any other providers in the area. Aren't monopolies great?
The only positive is it seems reasonably reliable, but being reliably slow and useless isn't a going to win any awards.
I have had to contact KCOM several times recently and have, on each occasion, received polite, friendly and very helpful service. In particular I would like to thank Charlie and Emma, whose patience knows no bounds. Thank you so much.
This used to be a great ISP back in the day. Over recent years I have found the service to get worse and worse. They cancelled my ADSL line with Openreach and told me I would need to re-order. They have accepted no responsibility for this and no apology for the distruption to my business. 4 days later and they still haven't put the order through. Their provisioning team don't communicate with their support team and they fail to get back to me about open tickets. I'm changing and moving all my lines to a company that cares.
I have had lightstream broadband installed on the 21st October 2019.I was asked what was a streaming ie netflix.because the problem is I am not streaming anything more than before in fact I am streaming less then I was before.38% youtube in 30-40 minutes has used around 1.2 to 1.3 gigabyte.What I streamed before on the standard package was no were near
I have reviewed on trust pilot.the new email layout is ok.but it takes 30 to 45 minutes to click on email messages ad it circles and circles never loads up.And also it takes the same amount of time to delete messages from the trash .I have never experienced this shocking problem ad the Internet has got shockingly very slow.I am just wasting my money and data allowance it is shocking
More realistic speed estimates - Providers need to advertise speed estimates that are relevant, and must display an 'average speed' that at least 50% of their customers can get during peak hours, between 8pm and 10pm.
Tell you your minimum guaranteed speeds at point of sale - Before you commit to buying, you should be told the minimum dowmload and upload speeds you can get, so you know what to expect, whether you have an actual speed problem, and if you have the right to terminate your contract.
Improving your rights to leave your contract early - Providers will have 30 days to fix your speeds, and if they're unable to do so they must offer you the right to downgrade or to terminate your contract without penalty. This now includes customers on bundled packages, such as landline and TV services.
These rights apply to all cutsomers regardless of the technology - Previously the rules only covered customers on standard broadband over copper landlines, or 'part-fibre' Fibre to the Cabinet products. Now they apply to 'full fibre' Fibre to the Premises/Home technologies as well, including services that use the Openreach (BT Group) telephone network and Virgin Media's cable network.
The updated Code remains voluntary, so Ofcom won't have the power to force all broadband providers to comply. However, most of the major providers have signed up, in fact Ofcom believes Code complaint providers currently serve around 95% of home broadband customers.
Many of the smaller providers haven't signed up on the basis that the implementation of the technologies needed are too impractical and costly for them to make it viable at this time. The principles of the Code have also been criticised by one small provider. It should also be noted that, although the Code applies to all sales from 1st of March onwards, Ofcom won't be testing the compliance of the rules until 2020 to give the signatories time to implement the changes.
The providers who have signed up for the new 2019 Voluntary Codes of Practice are:
KCOM (Hull Area)
BT, Daisy, TalkTalk and Virgin Media have also signed up for this to cover Business customers, with KCOM and XLN sign expected to be compliant in the near future.
KCOM Broadband Buyers Guide - Is KCOM right for you?
Can I get KCOM?
KCOM is mostly available in Hull, where the provider has a monopoly on phone and broadband, but their network is now extending into other areas in Yorkshire and Lincolnshire.
As the sole telecoms supplier in Hull - for various historical reasons - KCOM have invested a lot into the city's infrastructure. They now offer fibre-to-the-home, or full fibre, as standard, which means most users can get speeds up to 900Mb. While this ultrafast coverage marks out Hull as having among the best broadband in the UK, it's not quite universal. Around 4% of users are still on the slower fibre-to-the-cabinet connections similar to those the majority of the UK's internet users have.
KCOM are expanding their network coverage. If you're in Yorkshire or Lincolnshire and aren't in a coverage area you can register your interest on the KCOM website. It's a good idea to do this, as their decision on where to roll out their service is subject to community demand. The website also shows which areas are next in line to be added. It's a fairly slow process, amounting to a few thousand extra properties at a time.
KCOM offer five main broadband packages, ranging from the entry-level to high-end gigabit broadband. They're branded as Lightstream broadband, as they run on KCOM's own full fibre network.
Most customers in KCOM's coverage area will get a choice of all five packages. Full fibre is available to over 96% of premises, so a few will still be limited to only the slower deals.
Gigafast Unlimited - the fastest deal, with 900Mb average download speed and 50Mb upload speed
Ultrafast Unlimited - an ultrafast plan with average download speeds of 400Mb and uploads of 35Mb
Superfast Plus Unlimited - high-end superfast broadband with 200Mb downloads and 35Mb uploads
Superfast Unlimited - 75Mb downloads and 20Mb uploads
Standard Fibre Unlimited - the entry-level plan, with 30Mb downloads and 15Mb uploads
All the deals come on 12 month contracts, with a £25 installation fee. The price isn't guaranteed throughout the length of the deal, so could rise during your contract. They're all fully unlimited.
If you get full fibre you should achieve pretty much the full advertised average speed, although performance may still vary slightly depending on the time of day and how busy the network is. If you're outside the full fibre area you'll be connected to a fibre-to-the-cabinet service, where the average speed you can get varies based on factors including how far your home is from your nearest street cabinet.
If you need a landline, you can add a call package. Again, this is supplied by KCOM, not BT. Your options are:
UK Landlines - unlimited local calls and to 01, 02 and 03 numbers, plus free 0845 and 0870 calls subject to a fair use policy
UK Landlines and Mobile - the same as above, but with unlimited calls to mobile numbers as well
International - 1000 minutes to 45 destinations worldwide
All-inclusive - all of the above in a single plan
Flex packages for low income households
KCOM also offer Flex packages for low income households, which give low-cost broadband and calls deals. Eligible people include those on Income Support, Pension Credit, or Housing Benefit. Check the KCOM website for the full list. The Flex options are:
Lightstream Flex - 20GB of broadband data, 20 local calls, 60 minutes of calls to 0845 and 0870 numbers, and a £10 call cap. Costs £20 a month, on a 12 month deal with no early termination fee.
Flex Lite - 8GB of broadband data, 20 local calls, 60 minutes of calls to 0845 and 0870 numbers, and a £10 call cap. Costs £10 a month, on a 12 month deal with no early termination fee.
Flex Basic - 3GB of broadband data, 20 local calls, 60 minutes of calls to 0845 and 0870 numbers, and a £10 call cap. Costs £9 a month, on a 12 month deal with no early termination fee.
Flex Call Only - 20 local calls, 60 minutes of calls to 0845 and 0870 numbers, and a £10 call cap. Costs £5.10 a month, on a 12 month deal with no early termination fee.
Although the broadband allowances are very low, you don't get cut off once you hit the limit. Instead, your connection gets throttle to 128Kb - very slow, but still usable for sending emails or paying bills.
You need to apply for these deals, supplying proof of eligibility in the process.
Which package should I choose?
Assuming you're in a full fibre area, your main choices are about speed and price.
The 900Mb Gigafast Unlimited package will be fast enough - or perhaps more than fast enough - for any household. It will mean you have essentially no limits on how you can use the internet, no matter how large your family.
Faster broadband gives you strong future proofing, although with a 12 month contract you can easily work your way up to the fastest plan over the course of a few years. Even the busiest households are likely to find the 200Mb deal suits their needs, so don't feel you need to pay more just for the sake of having something "better". In fact, 75Mb is faster than many broadband deals from other providers, and that's enough for large families.
Installation is a little more involved than from most other broadband suppliers. You'll get an engineer pre-visit to connect a small box on the outside of your house to the fibre network, then on installation day you'll get another visit to fit your cables and get you connected. This takes a couple of hours, so you might need to take time off work.
Points to consider before you choose
Is KCOM the only option where you live?
How large is your household?
How much streaming, gaming and working from home do you do?
You don't get a huge number of extras when you join KCOM, so you may need to budget for any add-ons you need.
Zyxel wireless 802.11ac router - Every KCOM deal comes with a wireless router. This is only loaned to you, so you'll need to return it if you switch to a different provider in future.
Comprehensive tech support - Support comes via a local Hull-based team. It's available 7am to 10pm weekdays, 7am to 6pm on Saturdays, and 8am to 6pm on Sundays, plus via live web chat and email. A sign language interpreter is also available.
What are the benefits of KCOM?
Here are the main reasons why you should consider getting your broadband from KCOM
Fibre-to-the-home in most coverage areas - Full fibre is offered as standard, and is available to most customers in the KCOM coverage area.
Good range of speeds and prices available to most users - Even with a full fibre deal, you can opt for something slower and cheaper if that suits your needs better.
Cut price deals for low income households - Very affordable packages are available for houses on low incomes.
Short contracts - All the contracts are 12 months, so you won't be tied in to your deal for longer than you'd like.
Free local tech support - Tech support is both comprehensive and local - it's based in the Hull area.
What are the drawbacks of KCOM?
Nothing's perfect. So what are the pitfalls of choosing KCOM as your broadband provider
It might be your only option - If you're in Hull you don't get to shop around for the best deal.
Not the cheapest - KCOM offer fast speeds, but they're also pretty expensive. Even the 30Mb plan costs more than you'd pay from other suppliers.
Installation is more complex than usual - You can't just plug in your router and wait for the connection to be turned on. You might need a couple of engineer visits to get set up. You have to pay for installation, too.
No extras - KCOM are not big on extras. You'll have to supply everything from premium TV to anti-virus software yourself.