What to do before you cancel KCOM Broadband
Don’t jump straight into cancelling; before you end your KCOM service there are two important steps you need to take.
Check your contract
Before cancelling KCOM — or any other broadband service — it’s crucial to check the status of your contract.
If you are out of contract, then you are free to leave KCOM without paying.
But if you are still within your minimum contract period then you may have to pay an early termination fee to end the deal. So unless you have no choice but to cancel, we recommend putting it off until the end of the contract term so you do not have to pay any additional costs.
However, there is a way to cancel for free while in contract; if you are cancelling KCOM because you are leaving the KCOM network area, then you will not need to pay an early termination fee even if you are within the minimum term.
If you’re at all uncertain about the contract term or the potential costs for cancelling, speak to KCOM customer service before doing anything else.
Find a new broadband deal
Unless you no longer need broadband at all, then you’ll want to have an alternative in place and ready to go when your KCOM service ends. If you leave this until the last minute you might be left without broadband for weeks while waiting for a new installation.
However, the situation with KCOM and Hull broadband means that things are a little different than in the rest of the UK.
There is no BT network and KCOM is the primary network operator, so in some parts of Hull and surrounding areas there may be no other fixed-line broadband service available. Hull does have some alternative FTTP (Fibre To The Premises) and wireless broadband providers, but these do not cover as many areas as KCOM. You might find that KCOM is still your best or only option.
What you need to do next depends on whether you’re still going to be living in the area covered by KCOM’s network.
If you are staying within the KCOM network area:
When staying in Hull or other areas covered by the KCOM network you will need to research what else is available. Please note that our broadband postcode checker cannot give you information about alternative broadband services in Hull.
If you find a new provider then it will be up to you to cancel the KCOM service and arrange for the new broadband service to be installed; it might be possible to have these overlap by a few days so you are not left without broadband access.
If you are leaving Hull:
If you move out of Hull or any of the other locations covered by KCOM you will be able to choose from a wide array of broadband providers using BT Openreach, Virgin Media, or one of the many other networks serving the rest of the UK.
To start the process of finding a new deal, use our postcode checker to see what’s available in the area:
Broadband Genie postcode checkerWhy do we need your postcode?
Why do we need your postcode?
Once you’ve found a package that suits your needs, you can sign up and begin the installation process — installation of a new broadband service typically takes around 14 working days. At the same time, you will need to speak to KCOM to cancel your current broadband service, ideally, on the day you move out or as close to it as possible.
Mobile broadband can help keep you connected if you think you may be left without broadband at any point between ending the KCOM service and starting your new broadband deal. It may not even be necessary to purchase any new hardware or SIM cards to do this as you can tether a smartphone and use it as a Wi-Fi dongle.
How to cancel KCOM Broadband
If you’re out of contract or leaving Hull: cancelling KCOM for free
You can cancel KCOM for free if you are outside of the minimum contract term, or if you are leaving the KCOM network area.
To cancel your KCOM contract, call customer services on 01482 602555. We generally recommend a phone call for cancelling broadband as it’s the quickest way to get a response and ask any questions, but you can also use live chat or email. For more contact details see our guide to KCOM customer services.
Cancelling KCOM if you are still in contract
Cancelling if you’re still within contract is exactly the same as above; either call on 01482 602555 or get in touch via email or live chat.
However, the difference is that you will probably need to pay an early termination fee. This varies depending on what package you have, how long is remaining on the contract, and whether there is any credit on your account.
The fee is calculated as follows:
- Your monthly charge, factoring in any recurring monthly discount to which you are entitled.
- Minus VAT at the prevailing rate.
- Minus any costs avoided as a result of you leaving, such as ongoing wholesale costs.
- Minus 4.5% for early receipt of payment.
- Multiplied by the remaining months of your minimum term to get the final charge you owe, reduced by any credit on your account.
As a rough estimate, KCOM customers on the Full Fibre 300 package can expect to pay £30.57 per remaining month when cancelling early.
If you have several months remaining on your contract this can add up to be quite expensive, so it is best to avoid early cancellation unless it cannot be avoided.
Frequently Asked Questions about cancelling KCOM
What is KCOM’s notification period?
KCOM requires a minimum 30 days notice for cancellation.
Do I need to return my KCOM Wi-Fi router?
Yes, unless told otherwise you must return the KCOM Wi-Fi router when cancelling your broadband service. Failure to do so will result in an additional £50 charge.
Can I keep my KCOM phone number?
You can retain your current KCOM phone number so long as it does not start 01482. If it begins 01964 (or any other number besides 01482) it can be transferred within the KCOM network area.