KCOM Broadband Review 2025

KCOM broadband delivers full-fibre (FTTP) connections across Hull and East Riding, with speed options from 175 Mb to symmetrical 900 Mb. All plans include unlimited data, a static IP, and an eero mesh Wi-Fi system for consistent whole-home coverage. Standard contracts are 24 months, with clearly published early termination charges and mid-contract price-rise policies.

The Flex social tariff offers 30 Mb or 50 Mb on a rolling 30-day term for eligible households. Service availability is limited to KCOM’s Lightstream network, with coverage confirmed via its postcode checker. In 2025, KCOM opened its ducts and poles to other ISPs under the Physical Infrastructure Access (PIA) scheme, paving the way for future competition in the region.

Plans and pricing

KCOM’s home broadband comes in four speed options – 175, 300, 500 and 900 Mb. The numbers show the top download speed in megabits per second, and the fastest ones also give the same speed for uploads.

Packages include unlimited data, a static IP, and an eero mesh Wi-Fi system, with the number of eero units varying by plan or offer. Contracts are usually 24 months, with a one-off installation charge that KCOM lists upfront.

While the monthly cost can be higher than national providers, it’s competitive within Hull and East Riding, where KCOM remains the main FTTP network. The combination of speed, symmetry, and bundled features offers good value for households that can make full use of the connection.

What’s included in each package

Every plan comes with:

• Unlimited download and upload data
• A residential static IP
• An eero mesh Wi-Fi system with app-based management

These inclusions remove common restrictions found with some other ISPs, such as usage caps or dynamic IPs. The eero system supports mesh expansion for better coverage and provides a simple interface for network management.

Contracts

Standard plans run for 24 months. KCOM publishes early termination charges for each tier, allowing customers to calculate exit costs before committing. Mid-contract price rises are also published in advance, so subscribers know what’s coming and can decide whether to accept or leave without penalty.

Speeds and real-world performance

KCOM’s FTTP service consistently delivers speeds close to the advertised rates. The Full Fibre 900 tier offers symmetrical speeds, benefiting both downloads and uploads. Latency is low—typically under 10 ms—and jitter is minimal, which is ideal for online gaming, video conferencing, and cloud applications.

Wi-Fi performance depends on home layout and mesh unit placement. Wired connections achieve full speeds, while wireless performance will vary but remains strong in most rooms when using the supplied eero system.

Router

KCOM supplies its broadband customers with the Amazon eero 6+ mesh Wi-Fi system, which supports Wi-Fi 6 (802.11ax) and uses TrueMesh technology to deliver consistent coverage throughout the home.

The router is capable of supporting more than 75 connected devices at the same time, making it suitable for busy households with multiple users and smart devices. On Full Fibre 175 Mb and 300 Mb plans, customers receive a single eero 6+ unit, while the faster Full Fibre 500 Mb and 900 Mb tiers include two units to extend coverage.

Additional units can be rented for £5 per month each, up to a maximum of four, and come with ongoing support and a lifetime warranty for the length of the contract. The eero system is managed through a dedicated mobile app, allowing customers to monitor connected devices, prioritise bandwidth, set schedules, and apply parental controls.

KCOM includes the eero Secure subscription at no extra cost, adding advanced security features, content filtering, and ad blocking. Firmware and security updates are installed automatically.

Availability

KCOM offers its broadband service over Lightstream, a full-fibre network built specifically for Hull and nearby parts of East Riding. It doesn’t use the national Openreach system – KCOM owns and operates the entire network itself. As a result, coverage is limited to postcodes where Lightstream has been installed, but in those areas customers get a direct fibre-to-the-premises (FTTP) connection.

The network reaches every street in Hull and extends into surrounding towns and villages including Cottingham, Beverley, Hessle, Anlaby, Willerby, Hornsea, Bridlington, Driffield, Pocklington and Withernsea. Because the rollout is independent, Lightstream often serves locations that still lack full-fibre from other providers.

Availability is easy to check. KCOM’s postcode tool confirms if Lightstream is already live at your address. Where it is, installation can usually be arranged within a couple of weeks. If it isn’t, the checker will either give an estimated go-live date or let you register interest.

This concentrated footprint means KCOM is still the main – and in many cases only – full-fibre choice for homes in Hull and East Riding. That may start to change following the 2025 launch of Physical Infrastructure Access (PIA), which lets other ISPs use KCOM’s ducts and poles. Over time this should bring more competition, but for now Lightstream remains KCOM’s edge, offering speeds and reliability many other areas of the UK can’t yet match.

Flex social tariff

KCOM’s social tariff broadband—branded as Flex—is a low cost, rolling contract option for households in receipt of qualifying support. It’s priced at £14.99 per month and delivers a full fibre FTTP connection with 30Mbps symmetrical speed and truly unlimited data, all on a simple 30 day rolling contract. There’s no minimum term, and you won’t face early exit charges. If speeds fall significantly below the promised level and KCOM can’t resolve the issue, you’re free to cancel with no penalty.

For those who qualify but might need a bit more oomph, KCOM also offers Full Fibre Flex Plus. This tier boosts speeds to 50Mbps both up and down, keeps the unlimited data, and keeps the same 30 day contract setup, all for £19.99 per month. It also includes a 750minute call bundle (landlines and mobiles in the UK), with calls beyond the inclusive minutes capped at £10 per month, subject to fair use rules.

Eligibility covers a wide range of means tested benefits and life circumstances, including:

• Income Support
• Pension Credit
• Jobseeker’s Allowance
• Housing Benefit
• Personal Independence Payment
• Attendance Allowance
• Universal Credit (with zero earnings for Flex; with reduced earnings allowed for Flex Plus)
• Employment and Support Allowance (income based)
• Care home residents or Lifeline referrals via social services
• Care leavers
  Proof is required—either through uploading documentation or via KCOM’s Open Banking tool—and the person applying must appear on the bill. KCOM also reviews eligibility periodically to make sure the tariff stays reserved for those who still qualify.

With no annual price rises and no fixed-term commitment, Flex offers cost stability and the freedom to leave when you choose, which is ideal for those managing on a tight budget.

Installation and switching

Moving home? KCOM makes the process as hassle-free as possible.

First things first: log your move through KCOM’s Moving Home form. If you prefer, you can also call their team—but that might take around 45 to 50 minutes plus processing time.

Once your move is logged, allow at least six working days for KCOM to transfer your service to your new address. If the network infrastructure is already active (i.e., Lightstream FTTP is live), you could be back online within a week—sometimes even faster.

You’ll need to bring your router with you when you move, but leave the ONT (Optical Network Terminal) and PSU (power supply unit) in situ—they stay with the property. If there’s no ONT at your new place, KCOM will send an engineer to install one.

If your destination is outside KCOM’s coverage, you’ll need to cancel your service—30 days’ notice is required, and early termination charges may apply.

Here’s how it works in a nutshell:

• Use the Moving Home form or contact KCOM to notify them
• Expect at least six working days before services transfer
• Bring your router, leave ONT and PSU behind
• If needed, KCOM installs the ONT at your new address
• If you’re moving out of area, cancel with notice—fees can apply

2025 infrastructure sharing

From 2025, KCOM has allowed other ISPs to use its ducts and poles under the PIA scheme. This means more providers may enter the Hull and East Riding market over the next year, increasing competition and potentially driving prices down.

At present, however, KCOM remains the primary choice for full-fibre in the region.

Customer service and support

KCOM’s service reputation is something of a mixed bag — depending on where you look. On Trustpilot, the company scores a solid 4.0 out of 5 from over 3,000 reviews. Many customers praise the installation process and staff professionalism. One reviewer said installers “went above and beyond… prepared and completed it leaving a perfect result”. Another highlighted responsive support: “local call centres… No messing around with long waits” .

On the flip side, less happy users post harsh reviews. Common complaints include billing frustrations, missed cancellations, or unresolved landline issues . A few describe prolonged hold times and unhelpful call-handling: “customer service is crap, wait times on the phone were ridiculous” .

Local insight from Reddit’s Hull subreddit offers a similarly split picture. Some long-time users say KCOM has been “fast and reliable… a bit pricey but I’m happy with it” . Others are less kind: “nothing but issues” and “customer service and reliability does not exist”.

KCOM has also picked up industry recognition. In 2025 it earned four nominations at the UK Fibre Awards, including Fibre Provider of the Year, Digital Inclusivity, Community Champion, and Marketing Team of the Year . That shows real strength in both its broadband service and its community outreach efforts.

On the topic of inclusivity, KCOM actively supports local digital access. Their Digital Grants scheme has awarded nearly £100,000 to community groups since launch, with grants helping projects such as smart-enabled housing and mental health digital support

How KCOM Delivers Customer Support

KCOM offers a range of support channels to help customers:

• Local contact centres: Many customers note that support is handled regionally, which brings familiarity and fewer script-driven responses
• Phone and live chat: Help is available via direct call lines or web chat, often with quick recognition of account history if you’re a returning customer
• Installation support: Engineers typically arrive on time, show professionalism, answer questions clearly, and leave the home neat — repeatedly noted as a standout element in reviews
• External feedback loop: KCOM actively responds to negative feedback on Trustpilot, reinforcing transparency and accountability — they claim to reply to 100% of negative reviews within about a week

KCOM’s customer care is a tale of two halves. On one side, many customers receive reliable installations, helpful support, and respect for their home — all from a local team. On the other side, some report ongoing frustrations with billing, cancellations, and telecom support.

However, the company’s industry award nominations and commitment to digital inclusion reflect a broader focus on service and community — even if execution sometimes misses the mark. If you’re in Hull or East Riding, the service level will likely depend a lot on the specific team or call-handling experience — but there are plenty of good stories alongside genuine complaints.

Comparisons with local alternatives

Hull’s broadband landscape is changing. KCOM is still the firm standout in full-fibre, but new players are bringing serious competition—and choice.

Connexin has rolled out its own full-fibre network and now offers symmetrical gigabit speeds (1,000 Mb both downstream and upstream). It even launched a 5 Gbps tier in some parts of Hull, making it one of the fastest consumer services in the country. Like KCOM, Connexin provides FTTP right to the home, and adds features such as WiFi 6 routers and smart home management tools.

Grain Connect is also live in selected Hull areas, offering symmetrical packages from 150 Mb through to 900 Mb. Their pricing starts at under £26 per month for a 100 Mb package, with no in-contract price rises and free installation included. One local user on Reddit praised the switch:

“Grain have been great for us … paying £27 a month for 500mbps instead of £54 for 300mbps through KCOM”

MS3 Networks, while not a household name, powers broadband resellers like Direct Save Telecom. They offer fibre through Direct Save with gigabit speeds (1,000 Mb symmetrical)—even edging past KCOM’s current top speed in some cases—and strong Trustpilot ratings

Then there’s Quickline, which is expanding fast in rural parts of the East Riding, fueled by a £250 million rollout tied to UK Government Project Gigabit funding. Though most current installations are outside Hull city centre, this expansion will impact how broadband competition evolves in coming years

If you live within KCOM’s Lightstream area, KCOM remains the most established and reliable fibre-to-the-home option—with strong infrastructure and local support.

But if you value faster symmetrical speeds (like gigabit+) or want introductory flexibility, Connexin and MS3-powered offers may be worth comparing—especially if their gigabit packages are available at your address.

Grain Connect appeals if you’re budget-conscious and looking for cheap, reliable performance with no hidden costs.

And if you’re rural or living just outside central Hull, Quickline’s Project Gigabit rollout could soon deliver full fibre to your door where other networks don’t reach yet.

Pros and cons

Pros:

• Symmetrical FTTP speeds up to 900 Mb
• Unlimited data and static IP included
• Modern eero mesh Wi-Fi system supplied
• Transparent pricing and early termination charges
• Affordable rolling-term Flex social tariff

Cons:

• Limited to Lightstream footprint
• 24-month contracts on standard plans
• Potential mid-contract price rises

Verdict

KCOM reliably delivers full-fibre speeds up to 900 Mb, with equal upload speed and modern Wi-Fi kit. Its packages are transparent, data-unlimited, and include extras like static IP at no extra charge.

For homes within the Lightstream footprint, KCOM represents one of the most consistently fast, stable providers, especially given the integrated hardware and support.

The Flex social tariff adds valuable affordability for eligible households on rolling terms.

The 24-month fixed contracts and published early termination charges are predictable—not atypical in UK broadband—but require attention if prices change mid-term.

Infrastructure sharing may bring rivals onto the network soon, so users should keep an eye on emerging options. For now, KCOM delivers full-fibre performance in a package that’s simple, reliable and regionally unparalleled.

FAQs

Is KCOM broadband available in my area?
Check via the postcode tool on KCOM’s website.

Does KCOM increase prices mid-contract?
Yes, but price rises are published in advance, allowing customers to leave without penalty if they wish.

What router does KCOM supply?
An eero mesh system, with the number of units depending on the package.

Can I get a 30-day plan?
Yes, through the Flex social tariff for eligible households.

What if I cancel early?
Early termination charges apply and are published per tier.