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HomePhone

What would you like to ask a question about? -

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

How will the recent Ofcom changes affect my service?

From the 1st July Ofcom changes come into place to help consumers understand their premium rate call charges better. You can find more details on these changes at www.ukcalling.info.

  • Numbers starting with 084, 087, 09 or 118 will be displayed differently on your bill and marked with a # referring to a footnote with an explanation of the change

  • You will no longer be able to include any 0845 or 0870 numbers in your Loved Ones selection. If you currently have these numbers included you may wish to replace them with other numbers you dial regularly. You can do this in the My Account section of our website at pobroadband.co.uk

  • Post Office Access Charge details are available from www.postoffice.co.uk/home-phone

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What are Inclusive Calls?

'Inclusive Calls' are calls that are included as part of your HomePhone package.

There are three HomePhone options -

 

  • HomePhone
    This option comes with inclusive calls to Local and National UK landlines, including 0845 and 0870 numbers at the weekend.

  • HomePhone with Evening & Weekend Option
    This option comes with inclusive calls to:

    • Local and National UK landlines ( these are numbers that start with 01, 02, 03 and also 0845 and 0870) at the evening and weekend

    • UK-registered mobiles at the weekend

    • Landlines in our top 40 countries, USA mobiles and Canadian mobiles at the weekends

    • Other HomePhone customers.

  • HomePhone with Anytime Option
    This option comes with inclusive calls to:

    • Local and National UK landlines (these are numbers that start with 01, 02, 03 and also 0845 and 0870) at any time

    • UK-registered mobiles at the weekend

    • Landlines in our top 40 countries, USA mobiles and Canadian mobiles at the weekends.

       

Please note:

 

  • The 'Evening' period is between 6pm and 6am (18.00 and 06.00)

  • The 'Weekend' period is between 6pm on Fridays to 6am on the following Monday

  • Inclusive calls last for 60 minutes. Customers should hang up before 60 minutes has elapsed, and then redial to avoid incurring charges. Any charges that are incurred will only relate to those minutes that are over the 60-minute period.

     

Price list
Our full price list includes the telephone rates to our top 40 countries. You can find the price list at www.postoffice.co.uk/home-phone, or you can call our Customer Care Line on 0345 600 3210.

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Line Rental Saver, how does it work?

Pay for 12 months line rental in advance and save money. Please visit our Line Rental Saver page for more information.

For line rentals, line rental saver, features and other charges, please visit our Line and Feature Rentals page for details.

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

When you set a telephone number up as a Loved One, then you'll receive a 10% discount on the calls to that number.

You can set up to 10 telephone numbers as Loved Ones. You can choose a telephone number belonging to your family and friends, so feel free to include any numbers you dial most regularly.

The 10 telephone numbers may be -

  • UK geographic numbers (numbers beginning 01, 02, or 03)

  • UK Mobile telephone numbers

  • International numbers

You can set up your Loved Ones through your Online Account - please see below for details on how to do this.

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How do I manage my Loved Ones?

You can set up new Loved Ones, and you can edit the details of your existing Loved Ones through your Online Account - and you can make any changes whenever you want to.

If you haven't yet logged into your Online Account -

  1. Go to your Online Account, at pobroadband.co.uk

  2. Enter your Username and Password

  3. Click on Sign in, and your 'Welcome' screen is displayed

  4. On the right-hand side of the screen, under 'My Bills', click on 10% off Loved Ones calls

The 'Chosen Loved Ones' screen is displayed - listed here are the Loved Ones that you have already set up.


To add a new Loved One

  1. Click on Add a Loved One

  2. Enter the person's name and telephone number

  3. Click on Submit

To edit the details of a Loved One

  1. Click on the name of the Loved One

  2. Click on the radio button next to the Loved One, then click on Modify, to the right

  3. The Loved One's name and telephone number are displayed

  4. Amend the details as necessary, then click on Modify to update the record.

To delete a Loved One

  1. Find the name of the Loved One you wish to delete

  2. Click on the radio button next to the Loved One, then click on Delete, to the right.

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

Names For Numbers is a feature that allows you to replace a person's telephone number on your telephone bill, with their name instead

For example - instead of seeing 01203 098123 on your telephone bill, you could set this so that it says 'Mike', instead.

Names For Numbers is an optional feature, and you could find that it makes your bill much easier to understand. It's particularly useful when it comes to planning your Loved Ones list and you wish to know the names of people that you've spent the most money calling.

You can set up your Names For Numbers through your Online Account.


If you haven't yet logged into your Online Account -
  1. Go to your Online Account, at pobroadband.co.uk

  2. Enter your Username and Password

  3. Click on Sign in, and your 'Welcome' screen is displayed.


To set up your Names For Numbers -
  1. On the right-hand side of the screen, under 'My Bills', click on View account history and usage

  2. Click on the Account Summary tab

The 'Your Account Summary' screen is displayed

  1. Under 'What would you like to do', click on Manage your Names for Numbers

The 'Names for Numbers' screen is displayed

  1. To add a new 'Name for Numbers', click on Add a number, and follow the on-screen instructions.

Repeat this process for each person you wish to add to the list.

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

The quickest way to add our new call options or services like Caller Display, is to use your Online Account

The new Online Account replaces mypostoffice.co.uk, as the way you manage your account online


To change your options or features -

  1. Visit pobroadband.co.uk  

    - you can still use the old Mypostoffice.co.uk  address but this will simply re-direct to pobroadband.co.uk


  2. Log in using your email address and password

    - If you are a new customer then your email address and password were given to you when you first placed your order for Post Office Broadband, so please look in your email Inbox for the first few emails from the Post Office.


Once you’re logged in -,

  1. Click on Change Features



    The 'Current features' screen is displayed

  2. Select what options or features you require

  3. Click on Next
    The 'Confirm your order' screen is displayed

  4. Check that you have requested the correct services

  5. Tick the 'I have read and I understand the website terms and conditions' box

  6. Click on Place order - and now you've changed your options or features.

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

    For information on HomePhone call features and call charges, you can -

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    Can I change my current telephone number?

    If you are receiving nuisance calls, you can submit a request to have your current telephone number changed for a different one

    To make a request to change your telephone number -

    1. If you haven't yet logged into your Online Account -
      1. Go to your Online Account, at pobroadband.co.uk

      2. Enter your Username and Password

      3. Click on Sign in, and your 'Welcome' screen is displayed.

    1. Under 'My Help & Support', click on Phone Number Change

    2. The 'Want to change your phone number?' screen is displayed

    3. Click in the Additional Information box

    4. In the box, enter some text to explain why would you like a new telephone number

    5. Click Next

    6. The screen displays your contact telephone number. If you want the Post Office to contact you on a different telephone number in regard to this matter, then you can change it to one that's more convenient

    7. Click Next

    8. The screen displays an 'Appointment Time' box. You can select an appointment time to one that's convenient for you to receive a phone call from the Post Office in regard to this matter - a morning, an afternoon, or an evening. Click on the down-arrow, and then click on Morning, Afternoon, or Evening

    9. Click Next

    10. The screen displays your Contact Telephone Number and Appointment Time. Click Go back to My home

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    I already have HomePhone. How do I add Broadband?

    The quickest way to order Broadband is to use your Online Account.  

    The new Online Account replaces mypostoffice.co.uk, as the way you manage your account online


    To order Broadband -

    1. Visit pobroadband.co.uk

      - you can still use the old mypostoffice.co.uk  address but this will simply re-direct to pobroadband.co.uk


    2. Log in using your email address and password

      - If you are a new customer then your email address and password were given to you when you first placed your order for Post Office Broadband, so please look in your email Inbox for the first few emails from the Post Office.


    Once you’re logged in -,

    1. Click on Upgrade

      The 'Choose your package' screen is displayed
       


    2. Click on the package you require – Broadband Essential or Broadband Premium


      The 'Select features' screen is displayed

    3. Select any additional features you require

    4. Click Next

      The 'Completing your order' screen is displayed



    5. Check the details and click Next to complete your order

      - once we receive your order we will send you out a new wireless router and will aim to have your Broadband service up and running in 7-12 days.

       

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

      A BT Phone Book can be obtained from BT. This phone book is sent to customers annually by BT.

      If you need a new BT Phone Book then please use the links below to find out more and to order one.

      1. Go to the website to find out more:
        Click here

      2. Go to the website to order a new book:
        Click here

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      What are the Terms and Conditions for the HomePhone Service?

      Post Office HomePhone Terms and Conditions are available from Broadband and Phone Terms and Conditions.

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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.

      © Copyright Post Office Limited 2015. All Rights Reserved.