KCOM – Customer Portal – Incidents

Raising an Incident

Along the top bar of the Portal is the Global Navigation Menu, selecting ‘Incidents’ will take you to the KCOM Incident Manager.   The KCOM Incident Manager allows you to raise or view Incidents via the Portal.

To raise an Incident, click on the ‘Raise a new Incident’ button.
Enter a Description of the issue you are experiencing.
Confirm the contact details to receive updates by Email or SMS during the lifecycle of the Incident
Add attachments – You can attach up to 5 supporting documents (for example a screenshot or a related email trail) to the Incident for additional information.
On pressing the ‘Submit Incident’ button, the Incident is created directly in KCOM’s trouble ticketing system for review and resolution.

Manage Previous or Live Incidents

Along the top bar of the Portal is the Global Navigation Menu, selecting Incidents.  From the KCOM Incident Manager, select ‘view your incidents.’

You will be given a list of your incidents, to view further information click the Incident you are interested in.

Within the incident details, you will be able to see the case history and attachments.  You will also be able to add new notes or attachments to the incident.

To add a further note, enter the text in the Add a New Note area.
To add a further attachment, click the ‘Add attachment’ area, then browse for the file to upload.
Once all updates are entered, hit the ‘save’ button.

NB: Please note it may take up to 1 minute for attachments to appear in the tickets attachment list.

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