KCOM launches awareness campaign ahead of digital switchover
CHANGE ON THE WAY: KCOM is informing the public of the upcoming digital switchover
By Rick Lyon
KCOM has launched a major campaign to raise awareness of its digital switchover across Hull and the surrounding area.
The provider has announced it plans to replace its old copper phone networks with state-of-the-art fibre in a phased rollout, starting in Beverley this month.
The two-year, £17m process will connect 170,000 homes and businesses to the fibre network, and is set to be completed later next year, ahead of the Government target of 2025. It will make Hull the first city in the UK to have full fibre for both broadband and its landline phones.
KCOM has now embarked on a campaign to inform residents and businesses the change is coming, as well as dispel any myths or concerns, particularly among vulnerable customers.
It is reassuring customers their landline phone numbers won’t change, the only difference they should notice after they have been switched to the fibre network is an improved service, it won’t cost them anything, and KCOM won’t be digging up streets or installing unwanted telegraph poles.
Crucially, the provider is keen to stress that elderly and vulnerable customers who rely on their landline for a 24/7 Lifeline service to alert operators to an emergency will be fully supported and don’t need to be concerned.
RAISING AWARENESS: KCOM is holding sessions at its headquarters in Carr Lane, Hull city centre
KCOM is delivering its key messages through a range of platforms and activities, including its dedicated website with FAQs, leaflet drops, phone calls, emails, letters, community activities, and at its helpdesk at its Carr Lane headquarters in Hull city centre.
It is also holding its ‘IT and Biscuits’ sessions at its Carr Lane Learning Zone, for those less confident about using the internet.
The company is keen to stress that customers don’t need to contact them, as KCOM will be in touch about the switchover, and it is prioritising vulnerable customers first.
Vulnerable customers will also be offered an in-person visit by an engineer to explain the switchover and assess their particular situation, which KCOM insists will be made as comfortable as possible.
Louise Babych, Community Impact Partner at KCOM, is part of the team delivering these messages across the region.
“It’s about raising awareness, alleviating any concerns our vulnerable customers may have, and making sure they know there’s support available if they need it,” she said.
ON THE ROAD: Louise Babych and the KCOM team are visiting communities across Hull and the surrounding area
“For most of the 170,000 people this will affect, it won’t be an issue. There’s a really simple self-install video guide for them to follow, and that will be all that they’ll need. This focus is on the people who might need a bit more support.
“But there’s nothing for them to be concerned about, and we’ll be providing all the support our customers need.”
KCOM is working closely with Hull City Council, East Riding Council and its community and charity partners, including Age UK Hull and East Yorkshire, Hull CVS and HEY Smile Foundation, to reassure customers and ensure a smooth transition.
“It’s a really collaborative, joined-up approach,” said Louise.
“Our partners are supporting us at events, and we’re working really closely with the Hull City Council and East Riding Council Lifeline, Neighbourhood and Housing teams.
“We’ll be notifying the relevant council teams, as well as the Lifeline providers, when we’ll be working in a particular area, so they can also visit the user to check they’re happy.
REASSURING: KCOM is spreading the word about its digital switchover
“We’ll be providing our Lifeline customers with a battery back-up, in case of an electricity outage, and our engineer will only leave when everything is working exactly as it should be.”
KCOM is likening the change to the digital TV switchover of recent years, which caused minimal disruption and ultimately delivered an improved service.
“This is a good thing,” said Louise. “It’s going to be a much clearer line for customers, and it’s better for the environment, so it will support our carbon net zero objectives.
“Fibre is four times as effective as copper, and it’s more energy efficient. It will mean fewer call-outs and will save money.
“We’ve committed to putting £500,000 of that money back into the community, which will be focused on digital inclusion.
“We’ll be announcing more details about that soon.”
KCOM is asking any community or support groups that would like a visit to explain the digital switchover to get in touch. Call 01482 484272, email discovery@kcom.com, or visit https://www.kcom.com/home/switchover/ for more information.