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KCOM broadband customer service contacts, problems, and complaints

How to contact KCOM customer service and technical support

Have you got a question about your KCOM broadband bill, need help with a technical issue, or want to make a complaint? This guide will show you how to contact KCOM by phone, email, post, social media, and online live chat.

How to contact KCOM support and customer service

There are several options for getting in touch with KCOM; in addition to telephone support, you can also send an email, speak to support on live chat, contact them on social media, or send a letter.

KCOM contact telephone numbers

For general customer service and sales queries, call KCOM on 01482 602555

Customer service opening hours are:

  • Monday - Friday: 8am to 8pm
  • Saturday: 8am to 5pm
  • Sunday 10am to 4pm

For technical support, call 01482 606101.

Technical support opening hours are: 

  • Monday - Friday: 7am to 10pm
  • Saturday: 7am to 6pm
  • Sunday: 8am to 6pm

KCOM Broadband online live chat

KCOM also offers a live chat facility. To access this, go to the KCOM support page and click ‘Live Chat’.

KCOM social media

If you don’t have an urgent query, you might prefer to speak to KCOM via social media. You can find KCOM support on Twitter; opening hours are 8am to 8pm Monday to Friday, 7am to 6pm on Saturday, and 8am to 6pm on Sunday. 

You can of course tweet them at any time, but don't expect a response outside of those hours!

KCOM postal address

You can write to KCOM at: 

37 Carr Lane

Is KCOM Broadband down? How to check KCOM service status

The KCOM service status page will tell you if there is a network problem. 

You can also use the third-party service Down Detector to check KCOM, and many other providers.

How to complain about KCOM

Get in touch via Twitter or Facebook

You may find that a message on social media resolves the issue, so this can be worth trying before anything else. You can find KCOM on Facebook and Twitter.

Complain in writing

Send written complaints to:

37 Carr Lane

Complaining about KCOM to the ombudsman

Every broadband provider must be a member of an approved Alternative Dispute Resolution (ADR) scheme. There are two ADR providers for the telecoms industry, and for KCOM you need to contact Ombudsman Service: Communications.

But before you contact the ombudsman, you must follow the correct steps.

First, you need to initiate a complaint with KCOM and attempt to resolve the issue directly with them. If you cannot come to a resolution with KCOM then you should eventually receive a deadlock letter, a document which states that neither side can agree, and you can then go to the ombudsman. However, you can also escalate to the ombudsman without a deadlock letter if you have not received a response from KCOM for at least eight weeks.

To find out more about the process in general, our guide to complaining about broadband goes into more detail.

More about KCOM