Service creditNo deadline statedTakes a few steps
Automatic compensation for late connection, repair or missed appointment
Compensation is applied automatically by KCOM rather than claimed by the customer, but the exact trigger thresholds and amounts are only in an external 'automatic compensation scheme' document not reproduced here, so an agent could not fully verify or chase a claim without calling Customer Services.
“For our residential customers that have bought either a voice (landline) and / or broadband (standard or Lightstream) service you will be eligible for automatic compensation if we don’t connect or repair your service on time or if we miss an appointment we have made with you. If...”KCOM policy page, Section 4 - Service promise (Standards of service and compensation)
CompensationNo deadline statedTakes a few steps
Compensation for missed installation date
The actual compensation amount, trigger conditions, and claim deadline are not stated here but only cross-referenced to a separate Automatic Compensation Policy document.
“Further information on the compensation we will pay if we miss the installation date we give you is set out in the Automatic Compensation Policy.”KCOM policy page, Section 1 – What services we will provide
What to include: order id, agreed installation date
Right to cancelNo deadline statedSimple to claim
Cancel free of charge if service is unavailable over 4 weeks
An agent can compare account outage records against the stated 4-week threshold and request cancellation through standard channels.
“You can end your agreement if we do not provide the services for more than four weeks. You will not have to pay any early termination charges if you have ended your agreement for this reason.”KCOM policy page, Section 5 – During the minimum period
What to include: service outage dates, account id
Right to cancelNo deadline statedTakes a few steps
Cancel without penalty if service or terms change significantly
Requires judging whether KCOM's change announcement meets the undefined 'significant' threshold before the fee-waiver applies.
“You can end your agreement if we make a significant increase in our charges or if we make a significant change to the other terms of your agreement, as described in Sections 16 and 26. You will not have to pay any early termination charges if you have ended your agreement for...”KCOM policy page, Section 5 – How long your agreement lasts and how it can end
What to include: notice of change received
Right to cancelNo deadline statedTakes a few steps
Cancel broadband with no exit fee if minimum speed never achieved
Customer must first let KCOM's Technical Support attempt a fix and follow their advice before the cancellation right is confirmed, requiring multi-step interaction.
“If we are not able to improve your line speed so that it achieves the minimum line speed we quote for your service, you can cancel your agreement... If you exercise this right to cancel your agreement, you will not have to pay any early termination charges.”KCOM policy page, Section 4 – Our broadband service guarantee
What to include: line speed test results, technical support case reference
Replacement or repairNo deadline statedTakes a few steps
Free repair or replacement of faulty KCOM-supplied router
KCOM must diagnose the fault and rule out accidental or deliberate damage, which needs technical assessment beyond a single customer message.
“We will provide a lifetime warranty on any router we supply to you to use with the service. This means that we will repair or replace the router if it becomes faulty during the period you are taking the service from us. However, any deliberate or accidental damage to the router...”KCOM policy page, Section 10 – Ownership and support of routers provided on or after 1st August 2019
What to include: account id, fault description
Replacement or repairNo deadline statedTakes a few steps
Free repair or replacement of faulty TV set-top box
Claiming requires phone troubleshooting with technical support first, and possibly bringing the STB into a physical Customer Centre, so it is not a single-message claim.
“If the STB we provide breaks down or becomes faulty whilst you are taking your TV Service we will either repair or replace the STB for no additional charge to you.”KCOM policy page, Section 13 – Your STB
What to include: account id, fault description
Replacement or repairNo deadline statedHarder to claim
Free replacement of failed Smart Wi-Fi access point
KCOM must judge whether the customer 'looked after' the device as instructed, which requires subjective human assessment before approval.
“If an access point fails, we will replace it without charge as long as you have looked after it in the way we ask you to. However, if you have caused damage to the access point, we may make a charge to replace it.”KCOM policy page, Section 10 – Smart Wi-Fi Service
What to include: account id, access point serial number
Right to cancelNo deadline statedTakes a few steps
Statutory right to cancel within cooling-off period
The actual deadline and process sit only in a separate Consumer Rights Information document not reproduced here, requiring an extra lookup step.
“You have a limited statutory right to cancel your agreement, any equipment you have purchased from us and any service you have agreed to take as set out in our Consumer Rights Information document on our website.”KCOM policy page, Section 3 – Your right to cancel
What to include: order id, date of order