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How to reach KCOM Contact: Phone, Email & Live Chat

KCOM contact header with logo

As KCOM is the only broadband provider in Hull, you’ll need the KCOM contact information if you have any queries or problems with your KCOM internet connection. In this KCOM contact guide, we will explain how to get in touch with the provider using the available methods. Keep on reading to find the best KCOM contact option for you.


KCOM Contact Number

The first KCOM contact method we’re going to look at is the KCOM contact number. Unlike some Broadband Providers that have an 0345 number, the KCOM telephone number is an 01482 Hull number.

How Much Does It Cost To Ring An 0345 Number? 0345 numbers are the same cost as a national-rate call; some customers can be put off by calling for help when they believe it’s a premium number. KCOM Broadband understands this and makes its customer service more accessible by using a regular number.

There is more than one KCOM contact number for customers to call, the number you will need when calling KCOM customer service is dependent upon the reason you need to contact KCOM. In the table below, you will find all the KCOM telephone numbers, as well as the opening hours.

KCOM Contact Numbers
KCOM Contact KCOM Number KCOM Customer Service Hours
Customer Service 01482 602555 Monday to Friday 8am to 8pm
Saturday 8am to 5pm
Sunday 10am to 4pm
Sales 01482 602555 Monday to Friday 8am to 8pm
Saturday 8am to 5pm
Sunday 10am to 4pm
Technical Support 01482 606101 Monday to Friday 7am to 10pm
Saturday 7am to 6pm
Sunday 8am to 6pm
Landline Faults 01482 602151
or 151 from a KCOM landline
24/7/365
Make a payment 01482 604706 24/7/365
Vulnerable customers 01482 602168 Monday to Friday 7am to 10pm
Saturday 7am to 6pm
Sunday 8am to 6pm

Last updated: 10/06/2022

KCOM Email

woman using laptop

To contact KCOM by email, you have a couple of options. Firstly, you can use the form on its website or you can use one of the KCOM email addresses. If you decide to use the form on the KCOM website, follow these simple steps to email KCOM using the form:

  1. Go to the KCOM website
  2. Click Contact us in the main menu
  3. Scroll down to the Contact us form
  4. Fill out the form with your information
  5. Click Submit

When you fill out the form, you can also choose to opt-in to receive updates and news from KCOM about its latest offers and services. If you want to receive this kind of information, you should tick the box. Whilst the form doesn’t allow you to add a personalised message, KCOM will get back to you within two working days to follow-up.

The second option is to send an email directly to KCOM. This option might be preferable if you have some documentation you’d like to include when you contact KCOM. There are two email addresses available, you can choose the one you need from the table below.

KCOM Email Addresses
Department KCOM Email Address
KCOM Customer Service [email protected]
KCOM Technical Support [email protected]

Last updated: 10/06/2022

You should always include the following information when you email KCOM to ensure your email is dealt with properly:

  • Full name
  • First line of your address
  • Your postcode

KCOM Live Chat

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If you’d rather avoid making a phone call, KCOM live chat is the best option for you to deal with your KCOM query. There are two ways in which you can initiate a KCOM live chat.

The first option, which is also the easiest, is to visit the KCOM website and look for the blue square icon in the bottom right corner of the screen. Alternatively, you can access the KCOM live chat from the contact us page of the providers website.

After you do either of these, a pop-up window will appear for you to enter your details. You will need to enter the following information to start the KCOM live chat:

  • Your name
  • Email address
  • Full address including postcode
  • Security answer (KCOM customers ONLY)

You should also choose the topic you’d like to discuss with the KCOM live chat representative. The available options to choose from are:

  • I have a question about a product
  • I have a question about my bill
  • I want to make a change to my services
  • I would like to order a product or service
  • I have a question about my email
  • I have a question about my router

After you’ve finished filling out the pre-chat form, hit Start Chat and wait a few moments for a KCOM live chat representative to enter the chat. Depending on how busy the live chat means you may have a longer wait occasionally, however in most cases it can be quicker than calling the KCOM contact number.

Write To KCOM

If you need to send correspondence to KCOM via the post, you’ll need to know where to send it. Below you can find the KCOM address for customers. However, we recommend you only communicate via letter as a last resort as this is not the quickest way to solve any problems with your KCOM broadband.

KCOM
37 Carr Lane
Hull
HU1 3RE

KCOM Complaints

man reading letter

KCOM, in accordance with Ofcom regulations, has a clear Complaints Code of Practice that explains how the provider deals with customer complaints. If you decide you need to make a KCOM complaint, it will be dealt with in the following way:

  1. Raise your complaint to KCOM
  2. The relevant team will acknowledge your complaint within 48-hours
  3. Your complaint will be investigated
  4. The outcome of your complaint will be communicated to you
  5. If you’re happy with the outcome of your complaint, the complaint will be closed

To start the process of making a KCOM complaint is to get in touch with KCOM customer service via one of the methods above. Once you’ve filed your complaint, you will need to wait until the process has reached step five of the KCOM complaint process, as detailed above. If you’re not happy with the outcome, you can forward your complaint on to the Telecommunications Ombudsman for an independent review.

You can escalate your complaint to the Ombudsman in the following ways:

KCOM Business Support

office tower

KCOM has different contact information for its business customers. If you're a KCOM business customer and need support, you will be able to find all the contact information in this section.

KCOM Business Contact Number

KCOM has a single business contact number you can use. You will need to follow the menu options to get put through the right department for your query. The good news is that the KCOM business contact number is a freephone number. In the table below you will find the opening hours and the menu option you need to press.

KCOM Contact Number For Business Customers
KCOM Business Contact KCOM Business Contact Number KCOM Business Customer Service Hours IVR Option
Customer Service 0800 9155 777 Monday to Friday 8:30am to 5pm Option 5
Technical Support 0800 9155 777 Monday to Friday 8:30am to 6pm Option 2
Sales 0800 9155 777 Monday to Friday 8:30am to 5:30pm
Saturday 8am to 4pm
Option 1

Last updated: 10/06/2022

KCOM Business Email Address

KCOM business customers also have the option to send an email to resolve their queries, KCOM has three different email addresses depending on what you need help with. You can choose the best email address from the table below.

KCOM Email Address For Business Customers
Department KCOM Business Email Address
KCOM Business Customer Service [email protected]
KCOM Business Technical Support [email protected]
KCOM Business Sales [email protected]

Last updated: 10/06/2022

Alternatively, you can send your message to KCOM business customer service via the contact form that can be found on the business contact us page of the KCOM website.

KCOM Live Chat For Business Customers

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Business customers can also use the KCOM live chat to speak with a representative without making a phone call. To use the KCOM live chat, business customers will need to access it from the KCOM business contact page. Follow these steps to chat with a KCOM live chat representative:

  1. Go to the KCOM website
  2. In the menu at the very top of the page, click Business
  3. On the next page, click Contact Us in the main menu
  4. On the contact us page, you can click the Live Chat button

Alternatively, you can simply click on the blue square icon in the bottom right corner of the screen on any KCOM business page.

You will need to enter some basic information such as your name and email address, and then choose from the drop-down list what you’d like to discuss with the KCOM live chat representative. The options available are:

  • I have a question about my bill
  • I need help in paying my bill
  • I want to make a change to my KCOM Service
  • I would like to order a KCOM product or service
  • I have a question about a KCOM product
  • If your service isn't working as expected, or you need technical help
  • I need help accessing My Account
  • I would like an update on my order/request that I have placed
  • I have a different question
Updated on

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