Go back to the Main FAQs list

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.

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 weekends

  • HomePhone with the Evening & Weekend Option
      - this option comes with inclusive calls to -

    • Local and National UK landlines, including 0845 and 0870 numbers, in the evenings and at weekends

    • UK mobiles at weekends

    • Landlines in our top 40 countries at weekends

    • Other HomePhone customers for free.

  • HomePhone with the Anytime Option
      - this option comes with inclusive calls to -

    • Local and National UK landlines, including 0845 and 0870 numbers, at any time

    • UK mobiles at weekends

    • Landlines in our top 40 countries at weekends

Please note that -

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

  • The 'Weekend' period is between 6 pm on Fridays to 6 am 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.

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

Go back to the list of 'HomePhone' FAQs


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)

  • Mobile telephone numbers

  • International numbers, or

  • Local / National rate numbers (beginning 0845 or 0870).

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

Go back to the list of 'HomePhone' FAQs

 

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 http://www.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.

Go back to the list of 'HomePhone' FAQs

 

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 http://www.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.

Go back to the list of 'HomePhone' FAQs

 

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

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

  • Visit www.postoffice.co.uk/broadband-phone

  • Email us at - support@pobroadband.co.uk

  • Call our Customer Care Line on 0845 600 3210

Go back to the list of 'HomePhone' FAQs

 

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 http://www.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

Go back to the 'HomePhone' FAQs

 

What are the Terms and Conditions for the HomePhone Service?

You can view or download the Terms and Conditions for the Post Office HomePhone Service by visiting www.postoffice.co.uk/broadband-phone/terms

Go back to the list of 'HomePhone' FAQs
 

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.

© Copyright Post Office Limited 2018. All Rights Reserved.