Frequently Asked Questions

What would you like to ask a question about?

• Broadband and HomePhone Price Changes - September 2016

• Signing-In to your Online Account

• Broadband

• Email Overview

  • Using Webmail

  • Using an Email Client program
    

• HomePhone

• Security

• Bills and Payments

• Moving home

• Contacting the Post Office

 

 

Signing in to your Post Office Online Account

• What is an Online Account and what has happened to mypostoffice.co.uk?

• How can I view and manage my account details?

• What should I do if I receive an 'Incorrect username/password combination' message?

• What should I do if I receive a 'Your Account is Locked' message?

• How can I change my Post Office Broadband password?

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Broadband

Setting Up

• What computer system do I need to receive Post Office Broadband?

• How do I set up my Post Office Broadband?

• How fast will my Broadband be?

• How can I measure my Broadband usage?

• How do I connect a MAC device to my Wireless broadband?

• How do I connect an iPad to my Wireless broadband?

Home Networking

• What is a home computer network, and how do I set one up?

• What should I do if my wireless connection stops working?

• How can I make my wireless connection secure?

Troubleshooting

• What are 'Home Checks' and how do I carry these out to test my Broadband Connection?

• How do I use my Set-up CD to test my Broadband Connection?

• I have just set up my broadband but I am experiencing short breaks in connection. How do I fix this?

• My broadband has been set up for a while but I am still experiencing short breaks in my connection. How do I fix this?

• How can I improve my broadband speed?

• Recommended tests for slow internet speed and related issues

• I am experiencing issues trying to access certain websites (browsing issues), what can I do?

• My broadband was working fine previously and now has suddenly stopped working. How do I fix this?

• I am experiencing broadband connection problems, and I don't hear a dial tone when I pick up my telephone. What should I do now?

• I'm experiencing broadband connection problems - how do I raise a Problem Ticket?

Ordering Broadband

• I already have HomePhone. How do I add Broadband?

• What's included with each of the Post Office Broadband Packages?

• How can I view the details of my Post Office Broadband package?

• Can I upgrade to another Post Office Broadband package?

• Can I add or change my Homephone call features?

• How can I track the progress of my order?

• What are the Terms and Conditions for the HomePhone & Broadband Service?

Fair Use

• What is the Post Office Broadband Fair Use Policy?
• What is Traffic Management?

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Email - Overview

• To send and receive email messages, I can use WebMail or I can use an Email Client program. What are the differences between them?

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Using Webmail

Start using WebMail

• How do I check my email using Webmail?

• How do I set up other email accounts - for example, for another member of my household?

• Can I change my email address?

Viewing Messages

• How do I read a message that someone has sent me?

• I received a message with an attachment. How can I view it or save it to my computer?

• How do I sort the messages in a folder into a different order?

• How do I view a message in a different folder?

• How do I search for messages?

• How do I print out an email message?

Deleting Messages 

• How do I delete a message?

• How do I restore or permanently delete a message in the Trash folder?

Sending Messages

• How do I send someone a message?

• How do I reply to a message?

• I have received a message and I want to forward it to someone else. How do I do this?

• How do I attach a computer file to a message and what is the largest size of the attachment?

• How do I save a draft of my message so I can come back and finish it later?

• What do 'CC:' and 'BCC:' mean?

• When I send a message to someone, can I tell if they've received and read it?

Managing your Contacts in the Address Book

• How do I add a new Contact to my Address Book?

• How do I view a Contact's details in my Address Book?

• How do I change a Contact's details in my Address Book?

• How do I delete a Contact from my Address Book?

Using folders to organise your messages

• How do I create a new message folder?

• How do I move messages from one folder to another?

• How do I rename a message folder?

• How do I delete a message folder?

Customising Webmail

• How do I replace my email address on outgoing messages with my own name?

• How do I add a 'signature' to the messages I send?

Troubleshooting

• I can't find my Email folders in my Webmail. How can I find them?

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Using an Email Client Program 

• What is an Email Client Program?

• Using Email Clients on more than one device

• How do I set up my email account in Windows Live Mail?

• How do I set up my email account in Outlook Express?

• How do I set up my email account in Outlook 2003?

• How do I set up my email account in Outlook 2007?

• How do I set up my email account in Outlook 2010?

• How do I set up my email account in Outlook 2013?

• How do I set up my email account in Windows Mail on my computer that runs Windows Vista?

• How do I set up my email account in Mozilla Thunderbird?

• How do I set up my email account in my Mail application on my iPad or iPhone?

• How do I set up my email account in Apple Mail on my computer that runs Mac OS X?

• How do I set up my email account on my computer that runs Windows 8?

• I’m having problems sending email through my Email Client program. What do I need to do?

• I want to synchronise my Sent Emails so that they appear in both my Outlook and my Webmail. How can I do this?

• An Enter Network Password box is displayed every time I open my Outlook 2007. What can I do about this?

• I'm not sure what the version of my Email Client program is. How can I find further information about it?

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HomePhone

• How will the recent Ofcom changes affect my service?

• What are Inclusive Calls?

• Line Rental Saver, how does it work?

• What are 'Loved Ones', and how can I get discounted calls to the people I call regularly?

• How do I manage my Loved Ones?

• What are 'Names For Numbers', and how can I make my telephone bill easier to follow with these?

• How do I add call options or features like Caller Display to my account?

• Where can I find more information on HomePhone call features and charges?

• Can I change my current telephone number?

• I already have HomePhone, how do I add Broadband?

• I have not received my BT Phone Book. How do I receive one?

• What are the Terms and Conditions for the HomePhone Service?

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Security

Post Office SafeGuard

• How do I set up my SafeGuard settings?

• How do I access my SafeGuard configuration page?

• Will Post Office Virus Guard guarantee 100% protection from viruses?

• Will Post Office Virus Guard detect and clean viruses on my PC / Laptop?

• Will Post Office Kids Guard and Homework Guard guarantee complete protection from chosen sites?

• How often are websites reviewed in each category?

• Can I create different settings for different devices connected to Post Office Broadband?

• Will the account holder be informed if someone has attempted to access a blocked website?

• Why am I still able to view lists of blocked websites/images in search results?

• Why am I still able to view websites I have chosen to block?

• Will SafeGuard block applications installed on my device(s)?

• I have no need for parental controls and do not want SafeGuard added to my account / service.

• I think SafeGuard is blocking sites it shouldn't be, what can I do?

• I think SafeGuard isn't blocking content it should be, what can I do?

• If you can't see your question about SafeGuard here, then please contact the Post Office.

Anti-Virus

• What are computer viruses and how do I protect myself from them?

• What is Spyware and Adware and how can I protect myself from it?

Firewall

• What is a firewall, and how I be provided with this?

Parental Controls

• What are parental controls and how can I use them to protect my family?

Spam and 'Phishing' Scams

• What is spam and how can I protect myself from it?

• What are 'Phishing scams', and what do I do if I get an email asking for my personal information?

Backing-up your data

• How do I make backups to protect my important files? 

Internet Security Software

• What is the Internet Security Software provided by the Post Office? and additional support using its features.

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Bills and Payments

• Some entries on my bill look different, why is that?

• How do I view my bills?

• How do I view my payment history?

• By what methods can I pay, and how can I change my payment method?

• How do I set up or change a Direct Debit?

• How do I order a Budget Payment Card?

• What if I can't pay a bill?

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Moving home

• I will be moving home. How can I transfer my Post Office services to my new address?

• If I move home, can I keep my existing phone number?

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Contacting the Post Office

• How do I contact the Post Office?

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Customer Care Line

You can call our Customer Care Line on 0345 600 3210. Click here to find opening hours. Calls are free when made from an active Post Office HomePhone line. Calls made through other service providers are charged at their standard rates. Calls may be recorded, monitored and used for training and compliance purposes.

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