• Use this form to contact us

  • Did you know we have hundreds of help articles, videos and tools available on our help pages to resolve common issues?

    If your matter is urgent please contact us via our customer service phone lines using the number below.

  • Did you know?

    Paper bills will be £2.50 per bill from 1st November. Switch to paperless billing today to make a saving. Read more about paperless billing here.

  • Please note

    It can take us longer to reply to “Something else” queries, so please make sure that there is no other option available that is a similar topic.

    If you're looking to cancel your service, this topic can be found on Account or Billing

  • Did you know?

    Does the amount shown on MyAccount not match your agreed package price? Double-check Section 2 on your bill, as this will show any discounts applied.

  • Did you know?

    Once you've paid us, it can take up to 24-hours to be reconnected.

    We recommend switching your router on and off for 30 seconds if you’re still having connectivity issues after this. If you’re still experiencing issues after this, please visit our broadband troubleshooter.

  • Did you know?

    At KCOM, we regularly review our package prices to ensure we can invest in future-proof connectivity and network improvements. Rising operational costs, especially in energy, have made it necessary to make this change in price.

    While the telecoms industry standard includes an annual price increase of the Consumer Price Index (December rate) plus 4%, we recognise that the cost of living crisis continues to affect people across our region and strive to minimise the impact on our customers.

    The new prices will take effect from 1 March, 2024.

  • Did you know?

    The Consumer Price Index (CPI), is a measure in the price change of a basket of goods bought by the average UK household over a set period of time. This basket is reviewed each year, and includes things like food, alcohol, clothing, transport, communication and education.

    CPI measures the rate of inflation, and it is the job of Bank of England to put in place policies to maintain stable inflation and stop prices rising too much or too quickly.

  • Did you know?

    This will depend on your existing package.

    The letter or email sent you will detail exactly what the increase will be. This will also show as a separate line pro-rata back to the 1 March 2024.

  • Did you know?

    Price increases will be effective from 1 March 2024, and dependant on your billing period, will be pro-rata to this date.

  • Did you know?

    To find out more about the CPI pricing changes, and how this may effect you, please refer to the letter or email sent to you, as this will detail any changes to your bill. For more information, please visit our Pricing Changes FAQ page here.

  • Did you know?

    The most common reason for your first bill being higher than normal is due to the length of time you're being charged for.

    For example: If your service starts on 18th March and we've agreed to send your bills on the 1st of each month, it means your first bill will arrive on 1st April. The 1st of April bill will charge you from your start date, 18th March, right up to the 30th of April, in time for your next bill on 1st May. Your 1st May bill will charge you from 1st May up to 31st May (one month) as normal. This will continue with subsequent bills.

    Your first bill may also include activation and equipment charges, which will be itemised on your bill.

    You can watch this video for more information.

  • Did you know?

    If you have recently moved house, your bill will look slightly different due to pro-rata billing.

    Your first bill with KCOM will include your agreed monthly charge, which is billed a month in advance. Along with this, you will also be billed for a partial month, otherwise known as a pro-rata fee. The pro-rata fee covers the period from when the service was first activated, through to the start of the billing cycle.

  • Did you know?

    If you have recently changed your package, your bill will look different due to pro-rata billing.

    Your first bill after the switch will include your agreed monthly charge, which is billed a month in advance. Along with this, you will also be billed for a partial month, otherwise known as a pro-rata fee. The pro-rata fee covers the period from when the service was first activated, through to the start of the billing cycle.

    You will then be credited back anything that you have overpaid in advance on your old package.

    For more information, please take a look at this article

  • Did you know?

    Your final bill will be generated within two weeks of the end date. Any bills that arrive in the meantime will need to be paid.

    The final bill will include/consider any line rental that you've paid past your end date, and this will be credited back to the account.

    You will only have the line rental credited back to you - any calls made or usage charges before the cease date will stand, and the final bill will take these out of any credit due on the account.

    For more information, please read this article. 

  • Did you know?

    If you've been disconnected, it can take upto 24-hours to be reconnected.

    If you’re still having connectivity issues after this, we recommend turning your router on and off for 30 seconds. If you’re still experiencing issues after this, please visit our broadband troubleshooter.

  • Did you know?

    Credits are applied against bills, meaning it'll be taken off what you owe or are due to owe us.

    You should receive a copy of your credit note within 3-5 working days.

  • Did you know?

    Once you've paid us, it can take up to 24-hours to be reconnected.

    We recommend switching your router on and off for 30 seconds if you’re still having connectivity issues after this. If you’re still experiencing issues after this, please visit our broadband troubleshooter.

  • Before you contact us

    We find that simply clearing your browser cache fixes majority of email issues. 

    If you need help on how to do this, please click here, if this doesn't work call us on 01482 606101

  • To find out more about our 2025 Pricing Changes, please visit our website here.

  • If you would like to cancel your services as a result of our Price Changes, please be aware that you may be subject to early termination charges. You can also call us on 01482 484033 to discuss cancelling your services with us.

  • If you are wanting to cancel, we request that you get in touch by calling us on 01482 484033, Monday to Friday 09:00 - 17:00, to ensure your query is answered as quickly as possible.

  • The only way for this to be provided is over the phone, or if you've received an out of contract notification. Call us on 01482 602555

  • The easiest way to tell us you're moving house is on this page.

  • The easiest way to tell us you're leaving the service area is on this page.

  • The easiest way to tell us you're moving to a residential home is on this page.

  • Call us on 01482 602555 to discuss this

  • Call us on 01482 602808 to discuss this during the hours of 9am - 5pm Monday to Friday. 

    Please note:     Reconnection following paying outstanding bills can take up to 24 hours to be reconnected.

  • Please visit our broadband troubleshooter here, or view our broadband help section. Once you've tried this, give us a call on 01482 606101 

  • If you have forgotten your Karoo email or password, please call us on 01482 606101 for assistance

  • We understand how worrying it can be receiving suspected scam calls.

    An easy way to deal with a possible scam call or automated message is to simply hang up. 

    Never share bank details, passwords, or personal information. If you have shared any of these details, please contact your bank to notify them.

    You should also report the scam call to us here.

    You can also contact https://www.actionfraud.police.uk/

  • Please visit our landline switchover page here for help. Once you've tried this, give us a call on 01482 484272 

  • As you have been unable to find the topic or reason for contacting via this form, we feel a call to 01482 602555 is the best way for us to help you.

    Don't forget we have a page of self-help articles which may have the answer you are looking for, or an explanation to your query.

    Please click here to be directed to our help section.

  • Please ensure you've visited our Pricing Changes FAQ page, in case the answer your looking is here. If not, please submit this form with much information as possible, and a member of the team will get back to you as soon as possible.

  • Please ensure you've visited our Help section, in case the answer your looking is here. If not, call us on 01482 606101 to discuss your query.

  • We're sorry to hear that you've experienced a bereavement. Please visit our cancelling due to a bereavement page to let us know.

  • Did you know?

    You can apply for a Flex package online.

    For more information, please visit our Flex packages page.

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