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Subject : Cancellation of KCOM agreement
Step-by-step 2026 guide to cancel KCOM broadband, cooling-off rights, notice periods and refunds. Trustpilot rating 1.4/5 included.
| Item | Value |
|---|---|
| Fastest method | Phone - fastest for immediate confirmation and live request processing when you need immediate cancellation; KCOM lists phone, email, fax or post as options on its help page Official help - cancel |
| Effective delay | 14 days for cooling-off refunds; otherwise up to 30 days to process a standard notice |
| Notice period | 30 days |
| Cancellation fee | Early Termination Charges apply if you cancel during contract term - exact amounts are published by KCOM KCOM ETCs; if unknown write 'Not published by KCOM' |
| Minimum commitment | Varies by plan; Full Fibre Flex is a 30-day rolling contract; other plans have fixed terms - exact term for your plan is on your contract or KCOM product page Flex plans |
| Phone + hours | Not publicly disclosed by KCOM on the cancellation help page - see official help |
| Postal address for registered letter | KCOM, 37 Carr Lane, HU1 3RE Hull, United Kingdom |
KCOM GROUP LIMITED is a Hull headquartered telecommunications company founded in 1904. KCOM supplies fibre broadband, voice and network services to consumers, businesses and wholesale customers across Hull, East Yorkshire and North Lincolnshire.
KCOM sells consumer broadband plans including a 30 Mbps Full Fibre Flex product for eligible households, fixed-line voice services and business networking products. KCOM also operates wholesale infrastructure within its footprint.
| Founded | 1904 |
| Headquarters | Hull, United Kingdom |
| CEO | Richard Schaefer |
| Employees | ~1,543 |
| Annual revenue | £96.21 million |
| Method | Steps summary | Estimated time | Proof obtained | Difficulty |
|---|---|---|---|---|
| Phone | Call KCOM, request cancellation, provide account details and reason; ask for reference | Immediate to 30 minutes on call; account processed within 30 days | Cancellation reference or confirmation email if requested | Easy |
| Email customer services with account details, contract number and request to cancel; keep sent email | Response time varies; allow up to 30 days for processing | Sent email and any reply | Medium | |
| Post (registered letter) | Send signed cancellation letter to KCOM, include account number and preferred end date; use registered post | Receipt by KCOM plus up to 30 days to take effect | Royal Mail proof of delivery and copy of letter | Medium |
| Fax | Send fax including account details and a signed cancellation request | Fax delivery immediate; processing up to 30 days | Fax transmission report | Medium |
| Online via account/help page | Use KCOM account or support form to request cancellation; follow on-screen steps | Minutes to submit; processing up to 30 days | On-screen confirmation and email | Easy |
| Cooling-off return (new contracts) | Notify within 14 days of contract/installation to cancel under the Consumer Contracts Regulations | Immediate notice; refund processed within 14 days of return/notification | Confirmation email or letter | Easy |
If you move outside KCOM's network area you may cancel without Early Termination Charges where KCOM cannot provide service at your new address. Provide proof: new address evidence such as exchange of contracts, tenancy agreement or utility bill at new address. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for off-premises/online contracts if within 14 days.
If KCOM raises the price mid-contract and you do not accept the increase you may be entitled to terminate the contract without penalty if the contract or KCOM notification offers that right. Provide proof: copy of the price change notification and your request to cancel. Applicable law: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015 protections on unfair terms.
KCOM accepts termination requests in the event of subscriber death. Required proof: death certificate and proof of account relationship (utility bill or written confirmation). Contact KCOM by post or email and request final account closure.
KCOM may waive Early Termination Charges if it cannot fix significantly below-minimum broadband speeds within a reasonable time. Required proof: fault reference numbers, speed test records, dates of outages and written complaint history. Applicable law: Consumer Rights Act 2015 (services must be provided with reasonable care and skill).
At the end of a fixed term you can cancel without Early Termination Charges. Required proof: contract end date shown on your welcome pack or bill. Check the Universal Conditions document for contract term details Universal Conditions 2026.
You have 14 days to cancel starting the day after the contract is made or goods received. To exercise cooling-off, notify KCOM within 14 days. Required proof: written notice (email or letter) and, if equipment supplied, return evidence. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
When you contact KCOM to cancel, ask for retention offers. Research shows KCOM operates specific plans and may offer price or term changes rather than immediate termination. If you want to stay, request a written retention offer and compare it to your current monthly price. If KCOM cannot or will not offer an acceptable retention, proceed to formal cancellation steps in this guide. For Flex plan customers, the 30-day rolling product is available KCOM Flex.
Example using KCOM Full Fibre Flex: monthly price £14.99. Yearly cost: 12 x £14.99 = £179.88 per year. If you move to an alternative plan priced at £29.99 per month, yearly cost: 12 x £29.99 = £359.88. Annual saving by staying on Full Fibre Flex compared with the £29.99 plan: £359.88 - £179.88 = £180.00.
Example 2 - fixed 24 month plan at £34.99 per month: 12 month cost = 12 x £34.99 = £419.88. Cancelling a remaining 12 months could save £419.88 over staying. Check your bill for your exact monthly rate before calculating.
Cheapest alternative example: KCOM's Full Fibre Flex at £14.99 is the cheapest KCOM consumer product publicly listed in research. Compare price and features before switching.
Primary protections: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - 14 day cooling-off right for distance and off-premises contracts. Consumer Rights Act 2015 - services must be performed with reasonable care and skill and unfair contract terms may be unenforceable. For unclear auto-renewal or hard-to-cancel subscriptions the Competition and Markets Authority (CMA) guidance applies.
1. Complain to KCOM in writing and keep evidence (emails, dates, reference numbers). 2. If unresolved, contact Citizens Advice for guidance and the relevant ombudsman for communications disputes. 3. For qualifying card payments, you may request a Section 75 claim or a chargeback via your card issuer. 4. Use the KCOM documents on consumer rights and terms to support your complaint Consumer rights information and Key information & terms.
KCOM will reimburse payments made within the 14-day cooling-off period without undue delay and no later than 14 days after receipt of returned goods or evidence of return. For service cancellations within the cooling-off period where service started at your request, KCOM will charge for the proportion of service performed up to cancellation. For details see KCOM refund rules and Universal Conditions Universal Conditions 2026.
If KCOM supplied equipment, return it within 14 days of informing KCOM you reject or cancel. If you do not return equipment, KCOM will charge you the published price for that equipment. KCOM does not pay return postage costs.
If you cancel and later want KCOM again, you may need a new installation and possibly new contract terms. If you move to an address inside KCOM's footprint you can request reconnection under standard terms.
Use this checklist when cancelling to create a clean paper trail and reduce disputes.
£14.99
/ mois
30Mbps speed, unlimited data, 30-day rolling contract, inclusive call allowance. For households receiving financial support. Prices not subject to annual increase.
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KCOM is available in many countries. Here are several frequently cited markets:
What you should know about KCOM subscription and cancellation terms:
Automatic monthly or yearly renewal. Billing is handled by the primary account or the signup platform.
Renewal runs automatically at the end of each billing period while the subscription stays active.
Cancel from account settings or the app store used at signup. Access usually continues until the paid period ends.
Refunds depend on billing date, country, and payment channel.
The family plan admin can add or remove members per the service’s household and age rules.
Plan changes and cancellations follow the provider’s terms and local law.
Billoff simplifies cancellation: we handle the cancellation process for your KCOM subscription, whichever payment method you use.
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