KC to meet with Hull MP over customer service concerns raised via Twitter
HULL East MP Karl Turner will today hold talks with Hull's main telephone and internet provider over concerns about poor customer service.
The Labour MP claims constituents are linking KC's perceived monopoly over the city's internet market with the poor customer service they claim to receive.
Now, he will take up the issue with the company's executive chairman Bill Halbert after provoking a Twitter storm on the subject over the weekend.
He received complaints after telling followers he had been forced to wait in all day for an engineer to install his broadband system.
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Mr Turner said: "I have had a number of constituents raise issues around the poor customer services they have received from Kingston Communications.
"I regret to say this now reflects the service I have recently received.
"There is a perception in Hull that KC has a monopoly over the internet market.
"Many of my constituents link this perceived monopoly to the poor service they have received, and I do have sympathy with this view.
"As there is currently no other provider in Hull, I have been forced to subscribe to Kcom's internet service.
"The service I received was polite but poor. Being told that I had to wait in for an entire working day – an 8am to 4pm slot – for an engineer to install my system was particularly unhelpful.
"Times are tough in Hull and expecting people to take a full day off work in this climate is unacceptable.
"Other companies offer a morning or afternoon slot for deliveries and works and I believe this would be more accommodating for working people.
"I will be speaking to executive chairman Bill Halbert about this issue and will be asking him to look at this unhelpful policy."
The company often comes under fire in the city because other providers, including Sky, Virgin and BT, choose not to operate in Hull.
Other companies advertise joint bundles for TV, internet and phone lines nationally, however they do not provide the services through KC's network.
Mr Turner's tweet about his experience with KC received a mixed reaction from residents.
One said he could get broadband for free from other companies, such as Sky, but needed to have a BT landline.
However, others praised the company for its low call and broadband rates, which were described as a "bargain", while another said the broadband speed was the fastest in the country.
Nick Thompson, KC director of consumer markets said: "We've been in contact with Mr Turner directly to discuss the matter."