We're listening.

Here are some of the changes we’ve made following feedback from our customers.

View the changes
Woman on sofa enjoying Lightstream broadband
  • Child using tablet

    You told us we were too expensive

    We introduced new packages that made our unlimited full fibre services up to 27% cheaper. Find out if you could be on a better package.

    Find out more
  • Woman on mobile phone

    You told us we didn’t always resolve technical problems when you called

    Our technical support team now continues to monitor any problems that we can’t resolve on the phone when you call. In March, 91% of customers told us we solved their problems when they called us.

    Report a problem
  • The KCOM PRO team

    You told us that Lightstream wasn’t as fast as it should be

    Last year we launched the PRO Team to resolve in-home Wi-Fi issues. The team visits customers’ homes free of charge to make sure your Lightstream is as good as it can be and you’re getting the best possible speeds from your devices.

    Visit the PRO team
  • Happy woman smiling

    You told us you didn’t know when our engineers would turn up

    We now text customers before an engineer appointment, so you know when to expect us.

    View the installation process
  • KCOM engineers in home

    You told us some of our charges were unfair

    We’ve stopped charging moving fees and our Lightstream connection charge is now the same no matter which package you choose.

    See our products
  • Tablet and guide to the internet booklet

    You told us that we didn’t help you get the best from your service

    We call all new Lightstream customers after their service has been installed to make sure everything’s working well. And as well as our PRO Team which sorts any in-home Wi-Fi issues, we’ve also introduced a new customer guide to getting the most from the internet.

    Download the guide