Frequently Asked Questions

What would you like to ask a question about? -

• Broadband

• HomePhone

• Bills and Payments

• Signing-In to your Online Account

• Moving home

• Security

• Email Overview

  • Using Webmail

  • Using an Email Client program
    

• Ex-Fuel Broadband Customers

• Contract Renewal \ Upgrades

• Contacting the Post Office

Broadband

Setting Up

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

• How fast will my Broadband be?

• How can I measure my Broadband usage?

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?

• 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

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

• 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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HomePhone

• What's included with the Post Office Home Phone only package?

• 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?

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

• Can I change my current telephone number?

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

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Bills and Payments

• How do I view my current bill and the details of the calls I've made?

• 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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Signing in to your Post Office Online Account

• 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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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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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 Internet Security software comes included with Post Office Broadband?

• I’m using another anti-virus product, can I take up the F-Secure offer?

• Are you using Fujitsu Internet Security (Bit Defender 2013)?

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? 

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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 start using the WebMail service 'My email'?

• 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?

• How do I check for new messages?

• 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 a message?

Deleting Messages 

• How do I delete a message?

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

Sending Messages

• How do I send someone a message?

• How do I reply to a message?

• How do I forward a message I have received to someone else?

• How do I add an attachment to a message?

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

• What do 'CC:' and 'BCC:' mean?

• If 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 edit 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?

• How do I change the layout of my Inbox?

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Using an Email Client Program 

• What is an Email Client Program?

• 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?


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Ex-Fuel Broadband Customers

• My first Post Office bill is higher than I expected, why is this?

• I wasn’t told that my service was transferring to the Post Office

• I wasn’t informed the Post Office would collect payments via Direct Debit

• Where can I find my Online Account username and password?

• Will I get the same broadband speeds as I did before the transfer?

• Can I still take up the Introductory Offer?

• Can I get a copy of my previous Fuel Broadband bills?

• Do I have a contract with the Post Office?

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. 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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