Price lists and notices

Dear customer

We all know that Covid-19 (Coronavirus) is causing a lot of disruption and uncertainly in our daily lives right now.

For many it could mean having to work from home for a period of time.

That’s why we’re writing to let you know that from 19 March, the data your customers use on usage based products in the Hull Area, when carrying out typical online activities related to home working, won’t count towards the data usage limit that’s part of their broadband package. We’ll review this at the end of each month and let you know if our approach changes.

At KCOM we’re committed to our community and we’re doing as much as we can to help our customers get through this difficult time with as little disruption as possible.

This means that working from home activities such as making Skype calls or using a Virtual Private Network (VPN) or online office software will not count towards your monthly data limit. Likewise, data used in general web browsing, email and most other online activities won’t be counted.

The only online activities that will still count towards your customers on usage based packages monthly limit are gaming, media streaming and media downloading, such as playing on an X-Box, streaming shows on Netflix or downloading shows from iPlayer. While this approach is in place you will only be billed for over usage that falls into one of these categories.



The KCOM Wholesale Team


KCOM removes data caps to help homeworkers during Covid-19 outbreak

KCOM has announced it is to remove broadband data caps for those working from home during the Coronavirus emergency.

From 19 March, the Hull-based internet provider will not count data usage for home working activities such as video calls and the use of Virtual Private Networks (VPNs) and online office software packages to help people who are working from home. KCOM will review this at the end of each month and notify customers of any changes in its approach.

The move is to reassure customers who may be worried that being online more due to working from home will push them over their monthly data limit.

A spokesman for KCOM said: “At KCOM we’re committed to supporting our community and doing as much as we can to help our customers get through this difficult time with as little disruption as possible.

“This means typical working from home activities such as connecting to a Virtual Private Network (VPN), making a Skype video call or using office software that’s hosted online or in the cloud will not count towards your monthly data limit. We’ll review this at the end of each month and let customers know of any changes.

“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.”

Gaming and live streaming or downloading media, such as playing on an X-Box, streaming a show on Netflix or downloading a show on iPlayer, will still count towards customers’ monthly data limits as normal. While the measures are in place customers with broadband packages that have usage caps will only be billed for over usage that falls into one of these categories.


Coronavirus COVID-19 update 19 March 2020

Update on our planning for the Coronavirus outbreak  

In the light of UK Government guidelines on operation during the current Coronavirus (COVID-19) outbreak we advise the following plans to ensure the safety of everyone.

  1. KCOM buildings
    KCOM remains open – our office sites remain open and our engineers are expected to continue to work (unless self-isolating) with appropriate risk mitigation. However, we are encouraging our people to work from home where possible and, for those in office environments, to maintain social distancing. 

Please note that access to our exchange buildings, for authorised customers’ engineers or contractors, will continue as normal but additional safety or hygiene measures may apply.  

  1. Travel

KCOM will be minimising any unnecessary travel.

  1. Face to face events

We are postponing scheduled face to face events or converting them into calls or web-based sessions.

  1. Business continuity

We are splitting some key teams to work in separate locations to reduce risks for the whole. For customers we are taking steps to loosen cap limits on capped broadband services in the Hull Area [see separate advice] and adding additional peering capacity to our networks to reflect the greater volume of home working that is taking place.

  1. Engineering visits

We are requesting our engineers to

  • Ask customers upon arriving at a customer’s home or business whether there are any individuals present either with symptoms or who are self-isolating; if this is the case, the engineer will be unable to proceed [separate considerations apply where a customer is Vulnerable (see below)]
  • Use protective equipment such as gloves and in some cases face masks

To assist us in minimising risks to all parties we request that, when booking an appointment for a customer, please advise and ask:

  • Government health advice relating to coronavirus is that anyone with symptoms of coronavirus infection should be self-isolating to protect others
  • The most common symptoms of coronavirus (COVID-19) are a new continuous cough or a high temperature
  • Are you self-isolating, or do you have either of these symptoms?

If the customer answers

  • No – please book the appointment as normal but advise the customer that if their circumstances change, they must let you know. Please advise us of the change in situation.
  • Yes – please advise the customer that unfortunately, their appointment will need to be rearranged until after their isolation period. Ask them when this is and book the appointment accordingly. Alternatively, the customer can call back to rearrange at a more convenient time

If you receive a call from a customer that has been asked by an engineer to rearrange their appointment

  • Please reiterate to the customer apologies for being unable to complete their appointment; however, precautions are being followed for their safety and for the safety of the engineers
  • Ask your customer to rearrange their appointment when their self-isolation period ends
  1. Vulnerable customers

If your customer is vulnerable please advise the customer that an engineer will attend to provide their service; however, please ask that the person(s) in the home that is/are self-isolating is/are not in the same room as the engineer when the install takes place. The engineer will also take additional precautions with protective equipment and of course ensure hand washing is completed before and after.

  1. Next level contingency planning

We are working with our internal teams to plan for potential reductions in resources available and changes in demand, as cases of COVID-19 and self-isolation increase, as well as planned school shutdowns. Responses could include (but are not limited to): removing availability of non-urgent service work; extending our lead-times for provision of service or delaying “in-flight” provision orders. We will ensure we focus on the most urgent cases and vulnerable end customers. 

As we progress our plans, we ask CPs to consider reducing low-priority work to help us jointly provide the best service possible in an increasingly challenging environment.

  1. Command structure

Our operational response continues to be overseen at the highest level within KCOM and we’ve appointed a dedicated programme team who are working closely with our key contractors, partners and suppliers to assess their business continuity plans and to make sure they have adequate procedures in place to maintain service and delivery. We are meeting daily to review and refresh our approach as the situation develops.

We are committed to maintaining all of our services and, as the position changes, will continue to update you on our plans for dealing with the COVID-19 outbreak.

Meanwhile, if you have any questions, please contact your account team.



KCOM Group Limited

Other notifications

For new service notices please see New services

For previous new service notices please see Previous notices new services

Please note: Any references to ‘Kingston’ or ‘KCH’ or ‘KCL’ or ‘KCOM Group PLC’ in this section relate to KCOM Group Limited.