KCOM Won’t Disconnect Users for Non-Payment

Hull-based ISP KCOM has committed to not pull services for customers who don’t pay bills during the coronavirus crisis.

KCOM will also waive fees for late payment of broadband bills. The measures are designed to help customers suffering financial difficulties as a result of the COVID-19 epidemic and quarantine, which has cost many their jobs.

“From today [Monday, 23 March] we will not be disconnecting anyone for non-payment of bills, and we will not be charging any late payment fees. We will review this at the end of each month and notify customers well in advance of any changes in this approach,” KCOM said.

“Our priority is helping us all get through this difficult time and we are working hard to make sure our services operate reliably and remain accessible to everyone.”

Last week KCOM announced it would relax data limits for customers still subscribed to its data-capped packages during the crisis. That includes removing the cap for using video calls, Virtual Private Networks (VPNs) and cloud-hosted office software packages, to help customers working from home.

“We hope removing this extra reason for worry will mean businesses and employees across our Hull and East Yorkshire region can continue to work normally as far as is possible under very difficult circumstances,” KCOM said.

However, other activities, including streaming or downloading media, will continue to apply to customers’ data allowances.

KCOM provides internet services to around 200,000 premises in Hull, Beverley and Cottingham. 

In October, KCOM achieved universal full-fibre coverage within its footprint and is now working to extend full-fibre into other parts of East Yorkshire and Lincolnshire.

The ISP was acquired last year by Macquarie Infrastructure for £627 million.