Frequently Asked Questions

What would you like to ask a question about? -

 

HomePhone

Here are the HomePhone FAQs -

Broadband

Here are the Broadband FAQs -

Email

Here is the Email FAQ -

Ordering

Here are the Ordering FAQs -

 

Which Post Office package should I choose?

Three packages are available from the Post Office. -

  • HomePhone

The HomePhone package gives you a telephone service with inclusive calls and line rental.

See the HomePhone FAQs,below for more information.

 
  • HomePhone and Broadband Essential

The 'HomePhone and Broadband Essential' package gives you a telephone and Broadband service - that includes a wireless router, Email, and telephone line rental.

This package is ideal for light users who just want to browse the web and check their email for just £7 a month plus £13 line rental and comes with a 10GB usage allowance.

If you exceed your 10GB usage allowance there's just a charge of 75p per per additional GB of usage used.

 
  • HomePhone and Broadband Premium

The 'HomePhone and Broadband Premium' package gives you a telephone and Broadband service - that includes a wireless router, Email, and telephone line rental.

This package is ideal for busier households and includes unlimited monthly usage (subject to a Fair Usage policy). Also included is an Internet Security software package that includes anti-spam, anti-virus, firewall, privacy protection, Facebook protection and Parental Controls.

See the Broadband FAQs, below for more information.

 

HomePhone

I'm thinking of switching to the Post Office - can I keep my existing phone number?

In most cases you should be able to keep your existing phone number.

If for whatever reason you can't keep your number we'll let you know before you make any commitment to join, and give you the option to take a new phone number free of charge.

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Can I keep all my extra services?

Switching to the Post Office HomePhone means that you can usually keep all the telephone services that you currently use, such as 1471, 1571, call divert and ex-directory services. We will confirm this at the time of ordering. You'll be able to access all the usual services like The Operator, Emergency Services, and Directory Enquiries, as you can now.

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What about monthly phone line rental?

The line rental will be included in the monthly price of your Post Office HomePhone package (or HomePhone / Broadband package). It will be clearly listed on your bill and is charged a month in advance.

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How much will HomePhone calls cost?

The cost of HomePhone calls depends on what type of calls you make and what time of day they are made.

Some calls may be included as part of your monthly package, but other types of calls like calls to premium 09 numbers or 118 directory enquiries will have charges associated with them.  

To find out the cost of calls and to view our full price list, go to www.postoffice.co.uk/home-phone-pricing, or call our Customer Care Line on 0845 600 3210.

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Do I have to sign up for a whole year for HomePhone only?

No, there is no minimum-term contract if you take HomePhone only - you can terminate your HomePhone at any time, so long as you call our Customer Care Line on 0845 600 3210, and give us at least 15 days notice. If we wish to terminate the service at any time, we'll give you 30 days notice in writing. You'll only have to pay for the calls you have made, the line rental and any other charges outstanding.

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Is there a minimum contract period for any of the call options?

No, there is no minimum contract period for any of our call options - you can remove these options whenever you wish, so long as you give us 24 hours notice. Please sign into your Online account at www.pobroadband.co.uk, or call our Customer Care Line on 0845 600 3210 to make any changes to your call options

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How do I cancel any telephone services that I've chosen?

If you decide you don't want to continue with any additional telephone services, you can cancel them at any time by giving us 24 hours notice. All you need do is sign into your Online account at www.pobroadband.co.uk or call our Customer Care Line on 0845 600 3210.

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What if my home doesn't have a phone installed?

If you don't have a phone line installed at your home we can arrange for a new line to be installed for a one-off charge of just £60 including VAT.

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Is it worth my while to recommend Post Office Broadband and HomePhone to my friends?

With our Member Get Member scheme you can get a £10 credit to your next bill if someone you recommend joins up to Post Office Broadband and HomePhone.

As a bonus they will also get a £10 to their first bill. Simply recommend a friend to Post Office Broadband and HomePhone, when they join up they just need to make sure they provide your HomePhone number as the referral during the order (make sure they provide the correct number otherwise we won't be able to identify you or apply any credits).

Once your friend's services go live we will arrange for a £10 credit to be applied to both of your accounts (this could take up to sixty days to appear on your bill).

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Are there any other savings I can make with my HomePhone service?

With Line Rental Saver, you can get 12 months HomePhone line rental for the price of £10 a month. Simply pay Line rental in advance and save yourself £36 a year.

For more information on Line Rental Saver go to www.postoffice.co.uk/home-phone

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Broadband

What's included in a Post Office Broadband Package?

There are two Post Office packages that include Broadband -

  • HomePhone and Broadband Essential

The 'HomePhone and Broadband Essential' package gives you a telephone and Broadband service - which includes a wireless router, Email, and telephone line rental.

This package is ideal for light users who just want to browse the web and check their email for just £7 a month plus £13 line rental and comes with a 10GB usage allowance.

If you exceed your 10GB usage allowance there's just a charge of 75p per per additional GB of usage used.

  • HomePhone and Broadband Premium

The 'HomePhone and Broadband Premium' package gives you a telephone and Broadband service - that includes a wireless router, Email, and telephone line rental.

This package is ideal for busier households and includes unlimited monthly usage (subject to a Fair Usage policy). Also included is an Internet Security software package that includes anti-spam, anti-virus, firewall, privacy protection, Facebook protection and Parental Controls.

 

Whichever Broadband package you choose, it will include -

  • Wireless Router

You will receive a Wireless Router. Connect additional laptops, desktop computers, and other devices to the internet at home - you can connect them either wirelessly or with wired connections, or using both methods.

  • Email

You can use up to five email addresses for you and your family, so you can send and receive emails.

  • HomePhone

HomePhone includes -

  • Inclusive weekend calls to UK landlines, and 0845 and 0870 numbers

  • Nominate 10 people as your Loved Ones to receive a 10% discount on your calls to them

  • Inclusive call features such as Voicemail, Caller Display, and Call Barring

  • A UK-based call centre with friendly staff to receive all your queries.

Once your Broadband service is live you can follow the easy set-up guide to connect your wireless router and start using your broadband and email.


For more information on the Post Office Broadband options, you can -

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

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

  • Telephone us on - 0845 600 3210.

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What is the Internet Security Software provided by the Post Office?

Internet Security Software is a combined Internet Security and Parental Control service that is provided free of charge with the Post Office 'HomePhone and Broadband Premium' package. Internet Security Software includes these important features-

  • Anti-virus protection

  • Firewall protection

  • Anti-spyware and anti-adware protection

  • Anti-spam and anti-phishing protection

  • Fujitsu Internet Security 2013 Safepay

  • Online Privacy Protection

  • Firewall

  • Facebook protection

  • Parental Controls
    - this incorporates Web Filtering, Web Blocking, and Usage controls for parents wanting to protect their children from online risks and threats.


What about the Security software I have already have on my computer?

If you have any other security software installed on your computer, then Internet Security Software supplied by the Post Office will help you to remove this.

It is important that all other previously-installed security software on your computer is removed, as running more than one of these programs at the same time could seriously degrade the performance of your computer, as they compete for the same resources.
 

How do I install Internet Security Software?

Installing Internet Security Software is an easy process, and it is recommended that you do this.

Once your broadband service 'goes live', you can download the Internet Security Software from your Online Account, at http://www.pobroadband.co.uk, and then install it.
 

How many computers can I use Internet Security Software on?

You are licensed to download and install the Internet Security Software on one computer or laptop.

If you subsequently acquire another computer or laptop, then you can download and install the Internet Security Software onto that - but you can't use the Internet Security Software on two computers or laptops.

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What is the minimum contract period for Post Office Broadband?

Like most other Broadband providers, we have a 12 month contract. It starts on the day your connection goes live. You can cancel without penalty right up to 4pm on the working day before your service goes live. If you want to cancel after that, there are early termination charges as set out in our price list, which you can find at www.postoffice.co.uk/home-phone-pricing, or you can call our Customer Care Line on 0845 600 3210.

When the 12 month period has passed, you can cancel Post Office Broadband by giving us 15 days notice. We can terminate the service after 12 months by giving you 15 days notice in writing. You will only have to pay for your Broadband usage up to the termination and any other charges outstanding. .

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Can I just have Post Office Broadband - without the Post Office HomePhone?

No. Our Broadband service is only available when you take Post Office HomePhone, which offers one of the lowest line rental prices in the UK  You can order our Broadband service if you already have our HomePhone service, or you can order both services together, as a bundle.

For more information go to www.postoffice.co.uk/broadband-phone

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If I order a Post Office Broadband service, what happens to my current Broadband service?

If you receive a Broadband service from another provider, then you have to cancel the Broadband service you receive from that provider. If you don't do this, then you will continue to be billed by them. To make the switch to our service, we might need a 'MAC' (Migration Authorisation Code) - please contact your existing provider and ask for a MAC code - they must supply a MAC code within five working days. It will be usable for 30 days.

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What if I have a technical problem with my Broadband - what level of service will I receive?

If you have a technical problem with your Broadband, you can be assured that you can call our UK Customer Care Line on 0845 600 3210 24 hours a day, seven days a week for technical support over the phone.

If you would prefer to be called back about a problem by a customer service agent at a time convenient to you, then we have a 'problem ticket' system, which you can access from your Online account at www.pobroadband.co.uk

To raise a problem ticket, click on My help & support, then click on Need our help.

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How fast will my Broadband service be?

Whether you choose the 'HomePhone and Broadband Essential' or the 'HomePhone and Broadband Premium' package, you'll receive a fast, reliable broadband connection.

The broadband speeds you will receive can vary, and will primarily depend on how far you live from your local telephone exchange – the best way to get an idea how fast your broadband could be is to visit www.postoffice.co.uk/line-checker to get a speed estimate.

There's no commitment to buy anything when you use this line checker - just enter your phone number and address details, and we’ll let you know what we can offer you.

This is a download speed estimate only and should just be used as a guideline to get an idea what kind of broadband download speed you are likely to get in the home. The actual speeds you get can vary depending on other factors like the quality of your phone line, wiring in your house, interference to your broadband connection from electrical devices, speed of the websites you visit and how many people are using your broadband connection at the same time – speeds can also be a bit slower in the evenings and at weekends, when more people are using the internet at home.

When you join Post Office Broadband you may notice your speed fluctuating in the first 10 days – this is not a fault - tests are just being run on your line to optimise the speed that you get. Please bear with it as the improved speed and stability will be worth the wait.

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What is the Post Office Broadband Fair Use Policy?

For information on our Fair Use policy, go to http://www.postoffice.co.uk/broadband-phone/fairusepolicy

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Email

Is email included?

Yes. When you order a Post Office Broadband package, the Post Office 'My Email' service is included - you are given a 'primary' email address, and you can create up to four additional 'secondary' email addresses - ideal for other members of your family.

The Post Office My Email service runs in a browser, so no set-up is required.

If you wish, you can also use an Email Client program, such as Microsoft Live Mail.

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Ordering

What if I order a service and it turns out you can't provide it for me?

It's very unusual that there's ever a problem like this, especially if you place your order in a Post Office Branch. There are, however, circumstances which will mean that we are unable to go ahead with your order - these include -

  • If you don't meet our credit requirements

  • If you live in an area that we don't cover

  • If we can't transfer your existing phone line over

  • If you live in the Hull area and your current provider is Kingston Communications

  • If there are incompatible products on your line, such as BT Basic. However, with BT Basic, you simply need to ask BT to release the line from this restricted service; and then you can look to place an order.

 If we are unable to proceed for any reason, your order will be cancelled and you will not be charged.

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If I need to move home, would it be easy to have my Post Office services 'moved' too?

If you need to move home at any time, then it's easy to have the Post Office 'move' all of your services to your new address.

You can order a 'HomeMove' easily - If you are moving home, let us know and please give us at least 15 days notice.

When you call our Customer Care Line on 0845 600 3210 to inform us, you can ask about switching your existing telephone or Broadband services to the new address, or ask about ordering a new Package or HomePhone call features.  

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Contacting us

If you're unable to find the answers you need from our FAQs, you can contact us by using post, email, or by telephone.
 

  • Contact us by telephone

If you need an immediate answer, You can call our Customer Care Line on 0845 600 3210 - this is open every day - from 7am to 11pm.

If you have a connection or other technical problem, you can call our Technical Help Desk on 0845 600 3210 - this is open every day - 24 hours a day.  

Calls are free when made from an active Post Office HomePhone line. Calls from other service providers are charged at their standard rates.


  • Contact us by Email  

You can use this email address -support@pobroadband.co.uk

  • Contact us by Post

Write to us at - Post Office Telecom Services, Selectapost 58, Sheffield, S97 3GQ.


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