Frequently Asked Questions
What would you like to ask a question about? -
Broadband
Setting Up
Home Networking
Troubleshooting
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What are 'Home Checks' and how do I carry these out to test my Broadband Connection?
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I have just set up my broadband but I am experiencing short breaks in connection. How do I fix this?
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Recommended tests for slow internet speed and related issues
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I am experiencing issues trying to access certain websites (browsing issues), what can I do?
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My broadband was working fine previously and now has suddenly stopped working. How do I fix this?
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I'm experiencing broadband connection problems - how do I raise a Problem Ticket?
Ordering Broadband
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What's included with each of the Post Office Broadband Options?
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How can I view the details of my Post Office Broadband package?
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What are the Terms and Conditions for the HomePhone & Broadband Service?
Fair Use
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HomePhone
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What's included with the Post Office Home Phone only package?
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What are 'Loved Ones', and how can I get discounted calls to the people I call regularly?
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What are 'Names For Numbers', and how can I make my telephone bill easier to follow with these?
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Where can I find more information on HomePhone call features and charges?
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What are the Terms and Conditions for the HomePhone Service?
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Bills and Payments
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How do I view my current bill and the details of the calls I've made?
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By what methods can I pay, and how can I change my payment method?
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Signing in to your Post Office Online Account
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What should I do if I receive an 'Incorrect username/password combination' message?
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What should I do if I receive a 'Your Account is Locked' message?
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Moving home
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Security
Post Office SafeGuard
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Will Post Office Virus Guard guarantee 100% protection from viruses?
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Will Post Office Virus Guard detect and clean viruses on my PC / Laptop?
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Will Post Office Kids Guard and Homework Guard guarantee complete protection from chosen sites?
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Can I create different settings for different devices connected to Post Office Broadband?
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Will the account holder be informed if someone has attempted to access a blocked website?
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Why am I still able to view lists of blocked websites/images in search results?
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Why am I still able to view websites I have chosen to block?
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Will SafeGuard block applications installed on my device(s)?
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I have no need for parental controls and do not want SafeGuard added to my account / service.
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I think SafeGuard is blocking sites it shouldn't be, what can I do?
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I think SafeGuard isn't blocking content it should be, what can I do?
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If you can't see your question about SafeGuard here, then please contact the Post Office.
Anti-Virus
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What Internet Security software comes included with Post Office Broadband?
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I’m using another anti-virus product, can I take up the F-Secure offer?
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Are you using Fujitsu Internet Security (Bit Defender 2013)?
Firewall
Parental Controls
Spam and 'Phishing' Scams
Backing-up your data
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Email - Overview
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Using Webmail
Start using WebMail
Viewing Messages
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I received a message with an attachment. How can I view it or save it to my computer?
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How do I sort the messages in a folder into a different order?
Deleting Messages
Sending Messages
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How do I save a draft of my message so I can come back and finish it later?
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If I send a message to someone, can I tell if they've received and read it?
Managing your Contacts in the Address Book
Using folders to organise your messages
Customising Webmail
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Using an Email Client Program
Ex-Fuel Broadband Customers
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My first Post Office bill is higher than I expected, why is this?
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I wasn’t told that my service was transferring to the Post Office
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I wasn’t informed the Post Office would collect payments via Direct Debit
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Will I get the same broadband speeds as I did before the transfer?
Contacting the Post Office
Customer Care LineYou can call our Customer Care Line on 0345 600 3210. Lines are open Monday to Friday from 8am-8pm, Mon-Sat and 9am-6pm, Sun. 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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