Service Update for Covid-19

Covid-19 Service Updates

As with other businesses up and down the country and all over the world, we are anticipating some disruption over the next few weeks due to the Public Health issue around Covid-19. We will continue to update this page with any known impacts or adjustments to our service delivery.

Telecoms is an essential service and so until we receive further guidance, work will continue. Site visitors will continue to work within Health & Safety procedures, including social distancing. You can find further information on how openreach will continue to work at openreach.com/covid-19-coronavirus

Site visits, installations and upgrades

If you have a site visit, installation or upgrade scheduled, currently this will go ahead as planned.

This means that as normal, our suppliers will need access to the school during the working day. Failure to allow engineers on site or not having a staff member on site to receive them, will be classed as an aborted visit and incur a charge.

We want to avoid schools receiving any unnecessary charges, please call KCOM (0845 122 6873) 48 hours before the visit if you are unable to go ahead with the visit.


After recent factory shutdowns over the past 6-weeks, production and distribution of the 927 router (used with FTTC connections) has been impacted. We anticipate there being a short delay while production returns to normal. This may have an impact on a small number of our installations and upgrades. If this affects your site, you will be contacted directly.

Installation timelines

Whilst we are currently working at normal capacity, we anticipate that there may be some cancellation of visits and extended lead times if service engineers need to self-isolate. If this affects your site, we will contact you as soon as possible.

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