Early Termination Charges explained

Terminating your agreement with KCOM early

  • You can terminate your agreement with us at any time by contacting Customer Services or by placing an order with your new provider. If you are terminating whilst you are within your existing minimum term, a cancellation charge, known as an Early Termination Charge (ETC), may apply. As a matter of policy, we dis-apply ETCs in the following circumstances:
    • If you are a customer within the minimum term of a consumer voice or broadband contract with us and you are moving out of the Hull and East Yorkshire area, which is served by our network.
    • If you are a customer within the minimum term of a consumer mobile service.
    • If you are a customer that takes one of our social access packages that we offer either as a standalone voice service, or in combination with broadband.
  • To cancel your agreement, please contact us by Live Chat, Email or call us on 01482 602555. You can also write to us at Customer Services, KCOM, 37 Carr Lane, Hull HU1 3RE.
  • Your agreement will terminate 30 days after we receive your request or from when your service is transferred to your new provider, whichever is sooner. You are free to change your mind and contact us to restore your agreement at any time during the notice period, or if you’ve placed an order with a new provider, by contacting them to cancel the order. You must pay everything that you owe us (including the ETCs that we apply) if you terminate your agreement with us.
  • How do we calculate residential Early Termination Charges?
    1. we take your monthly charge, factoring in any recurring monthly discount to which you are entitled
    2. we then deduct VAT at the prevailing rate
    3. we then reduce the charge to take account of any costs we avoid because of you are leaving us early, such as ongoing wholesale costs
    4. we then deduct 4.5% for early receipt of payment
    5. finally, we multiply this figure by the remaining months of your minimum term to get the final charge you owe us, reduced by any credit on your account

Package

Monthly Early Termination Charge

Charged for each month customer has remaining in contract

Social Access Package

£0

Legacy Mobile Customers

£0

Voice Only Customers

£0.67

Standard ADSL

20GB

£6.71

50GB

£10.25

150GB

£13.79

Unlimited

£17.33

Standard Fibre 30Mbs

20GB

£6.71

50GB

£10.25

150GB

£13.79

Unlimited

£17.33

Superfast Fibre 75Mbs

150GB

£15.91

Unlimited

£18.75

Superfast Plus Fibre 200Mbs

£21.58

Ultrafast Fibre 400Mbs

£24.41

Gigafast Fibre 900Mbs

£44.95

Set out below are two examples of ETCs applied to customers who have cancelled their contract with us.

Example 1 – YYou have a Lightstream Superfast full fibre broadband and a voice service with a contract period of 12 months, with three months left to run. You paid a one off cost of £25 for your new Lightstream connection to be provided and pay £46 (incl. VAT) per month, which also includes your line rental charge. You obtain no rental discount and paid our standard connection charge, and there are three months remaining on your contract.

We calculate your ETC by deducting VAT of £9.20 from your monthly charge of £46 and then the costs of £15.74 per month that we save by no longer providing your broadband and line rental service. This leaves us with a charge of £22.60 per month, which we multiply by 3 for the outstanding term of your 12 month contract. Finally, we take 4.5% off that figure, which is the discount rate for receiving the three months payment early, making your final ETC of £21.58 per month. 

Example 2 – You have a standard voice service with a contract period of 12 months, with six months left to run. You pay no connection fee for this service and pay £11.99 (incl. VAT) per month for your line rental. You obtain no rental discount, and there is six months remaining on your contract.

We calculate your ETC by deducting VAT of £2.40 from your monthly charge of £11.99 and then the costs of £9.29 per month that we save by no longer providing your voice line service. This leaves us with a charge of £0.70 per month, which we multiply by 6 for the outstanding term of your 12 month contract. Finally, we take 4.5% off that figure, which is the discount rate for receiving the three months payment early, making your final ETC of £0.67 per month.

How do I cancel my account?

We're really sorry you're thinking of leaving us. If you'd like to cancel because of issues with your service, please give us chance to fix this. If your speeds are significantly below the minimum stated on our website and we're unable to fix it in a reasonable time, you can cancel your contract without an early termination charge.  Your contract has further details or you can contact us to discuss.

If you're thinking of cancelling because you don't feel that you're getting value for money, it could be that your current package no longer suits your needs. It's always worth taking a look at our latest packages to see if a different one might be better for you, or start a Live Chat to speak to an advisor who can talk you through your options.

In the event that an account holder has sadly passed away, please let us know as soon as you can so that we can fully cease an account without it building any further charges. There are a number of options available when ceasing an account in these circumstances, but please be assured that we will do everything we can to make this as painless as possible.

Some matters can be resolved by asking a question in the top right section of our website or by speaking to us on Live Chat.

If you still want to cancel, we need 30 days' notice and if you're still under your contract term, you may be subject to an early termination fee. If you'd like to cancel your account, please contact us by Live Chat, Email or call us on 01482 602555.  You can also write to us at Customer Services, KCOM, 37 Carr Lane, Hull HU1 3RE.