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
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.