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Security

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Post Office SafeGuard®

Anti-Virus

Firewall

Parental Controls

Spam and 'Phishing' Scams

Backing up your data

Post Office SafeGuard®

How do I set up my SafeGuard settings?

Please visit www.postoffice.co.uk/broadband-mobile/safeguard. This location includes a video explaining how to set up SafeGuard using the configuration screen and more information on what the security product can and cannot protect against.

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How do I access my SafeGuard configuration page?

  1. To make changes to your existing SafeGuard settings, login to your Post Office primary online account from pobroadband.co.uk.

    Your username was sent to you in your Welcome letter when you signed up with Post Office. If you are unable to locate your username, it is the first section of your Post Office email address. For example, firstname.surname@pobroadband.com or firstname.surname@mypostoffice.co.uk.

    Alternatively, you can click "I've forgotten my username" from the login screen and confirm your details and we will provide you with your username.

    Similarly, if you have forgotten your password, you can reset your password from the login screen by clicking "I've forgotten my password" and confirm your details.

    If you still cannot login to your Primary Account then please contact the Customer Care Line on 0345 600 3210.

  2. Once logged in, you will see SafeGuard> beneath Current Products in the middle of your homepage. SafeGuard is available to all customers with a HomePhone and Broadband package. Click SafeGuard> and you will be taken to the configuration screen.

  3. From here you can amend your SafeGuard security settings any time of day suit your browsing experience.

    If you have Post Office Broadband and you are still unable to access the page, then please raise a problem ticket from your primary online account homepage. From the bottom right hand section of the navigation column, select "Need our help", beneath "My help & support". A Technical Support advisor will call you back to investigate.


     

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Will Post Office Virus Guard guarantee 100% protection from viruses?

Post Office Virus Guard will only help protect the user from accessing sites if we know of the potential threat in advance. This means Post Office SafeGuard® - like other security measures - cannot guarantee 100% protection.

For total piece of mind, we offer F-Secure SAFE which is a comprehensive internet security suite protecting up to 7 of your mobiles, tablets and computers. All Post Office broadband customers get to try SAFE for FREE for 6 months (no card details taken up-front). F-Secure SAFE offers Virus Protection, Banking & Shopping Protection, Browsing Protection and Parental Controls.

For more information on how to download F-Secure SAFE or for support using the product please click here.

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Will Post Office Virus Guard detect and clean viruses on my PC / Laptop?

Post Office Virus Guard will not detect any viruses on your device, it only helps prevent viruses infecting your device.

For total piece of mind, we offer F-Secure SAFE which is a comprehensive internet security suite protecting up to 7 of your mobiles, tablets and computers. All Post Office broadband customers get to try SAFE for FREE for 6 months (no card details taken up-front). F-Secure SAFE offers Virus Protection, Banking & Shopping Protection, Browsing Protection and Parental Controls.

For more information on how to download F-Secure SAFE or for support using the product please click here.

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Will Post Office Kids Guard and Homework Guard guarantee complete protection from chosen sites?

Kids Guard and Homework Guard will only block websites which have been associated to a filtered category. The number of websites is continuously increasing, therefore there is no guarantee of complete protection. The concept of categorising websites based on the content is also open to interpretation meaning there may not be 100% agreement between customer and Post Office.

For total piece of mind, we offer F-Secure SAFE which is a comprehensive internet security suite protecting up to 7 of your mobiles, tablets and computers. All Post Office broadband customers get to try SAFE for FREE for 6 months (no card details taken up-front). F-Secure SAFE offers Virus Protection, Banking & Shopping Protection, Browsing Protection and Parental Controls.

For more information on how to download F-Secure SAFE or for support using the product please click here.

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How often are websites reviewed in each category?

New websites are categorised daily.

Any websites reported by an account holder for Post Office to review – because the customer believes the website has been blocked and incorrectly categorised – will be reviewed at the earliest opportunity. Depending on the volume of submitted websites, it can take up to a month for Post Office to review a customer’s submission, but remind the customer there is no feedback. In the meantime, if a customer would like to access a blocked website, they can amend their Post Office SafeGuard® settings or add this to their allowed list on their SafeGuard settings page. Post Office does not guarantee any website will be re-categorised.

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Can I create different settings for different devices connected to Post Office Broadband?

Post Office SafeGuard® settings cannot be separated per connected device. This is the benefit to this product because the account holder can be assured all connected devices are receiving the same level security. SafeGuard settings can be changed any day, any time for your convenience.

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Will the account holder be informed if someone has attempted to access a blocked website?

There is no mechanism to inform the account holder if someone has attempted to access a blocked webpage. This is because Post Office does not hold a record of visited websites. However, there are checks in place to ensure only the account holder will be able to amend settings to access a blocked page.

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Why am I still able to view lists of blocked websites/images in search results?

SafeGuard is free to all our Broadband customers, unfortunately SafeGuard cannot prevent a list of blocked site names appearing in a search engines list of results. Similarly, SafeGuard cannot prevent indecent images appearing in a search engines image results. Some search engines however, do offer their own filtering controls.

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Why am I still able to view websites I have chosen to block?

SafeGuard settings will only apply if the user is typing into a standard browser and therefore web addresses are looked up via the Post Office network. If a user is connecting through a Virtual Private Network (VPN) or accessing a web proxy, SafeGuard cannot block the content.

For https pages blocked, the user will not be redirected to the SafeGuard blocked landing page - instead a user will receive an error in their browser

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Will SafeGuard block applications installed on my device(s)?

SafeGuard is designed to block websites. Post Office cannot prevent application data from being sent and received.

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I have no need for parental controls and do not want SafeGuard added to my account / service.

We provide SafeGuard to all new broadband customers by default due to government legislation. If you do not wish to take advantage of the free product, you can easily switch off all SafeGuard settings from your Post Office Online Account. Visit pobroadband.co.uk

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I think SafeGuard is blocking sites it shouldn't be, what can I do?

You can perform the following 3 checks to verify if SafeGuard is blocking more websites than it should.

  1. If you are receiving an "SSL Connection Error" message when trying to access a site starting with "https://" then log into your Post Office Primary Online account and check your SafeGuard settings.



    If kids Guard - Social Networking, or Homework Guard is enabled at the same time you are experiencing this message, then disable the setting, wait for 5 minutes and try again.

    Please Note: If you are not using the latest Post Office Broadband router that has been supplied to you, then you will not receive the expected SafeGuard behaviour. SafeGuard settings are linked to your router.

    If you are receiving a different error message then this may not be a SafeGuard issue. Please see our Browsing Issues checks here.

    If the problem persists, you can call our Customer Care Line on 0345 600 3210*

  2. If you are receiving the SafeGuard blocked page when you do not think you should be, log into your Post Office Primary Online account and check your SafeGuard settings.



    The blocked page will state which category is currently filtered based on your existing settings and the website you are trying to access falls into this category. From here you have a few options: 

    a. You can click "Go to My Account" enter your primary online account login details, check your existing Kids Guard settings and un-tick the category to disable the filter. Don’t forget to check the times of Homework Guard if you are being blocked from accessing a Social Networking or Gaming site. 

    b. If you believe the website you are trying to access does not fall within the filtered category, then you can request a review of the websites classification by clicking "Report Incorrect Category".



    A drop down box will appear. Enter your primary online account username and password (and don’t forget to change the drop down box to pobroadband.co.uk if this is the second half of your username). Once entered successfully, you will be presented with the following screen.



    c. If you are blocked from accessing a website because you have entered a specific website in your SafeGuard custom 'block' list options, then there will be no option to report the website category because this is not applicable.

    If you wish to gain access then you will need to log into your Primary online account by clicking the red "Go to My Account" button. Now you can change your settings to gain access.

    d. If the category you are being blocked from is not filtered on your settings page, then make sure you have allowed at least 5 minutes to pass since clicking "Confirm settings" from the configuration page.

    If you are still experiencing an issue then please raise a problem ticket from your primary online account home page. From the bottom right hand section of the navigation column, select "Need our help", beneath "My help & support". A Technical Support advisor will call you back to investigate. In the meantime, you could try to input the website you wish to access into the Kids Guard custom list and click 'Allow'. 

     

  3. If you have received the Virus Guard blocked page, Post Office would advise you not to persist seeking access to the website. Virus Guard is designed to prevent any malicious content infecting your device. If you still wish to gain access to a site despite the warnings, then click the "Go to My Account" button and disable Virus Guard to prevent the block from appearing again

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I think SafeGuard isn't blocking content it should be, what can I do?

You can perform the following checks to verify if SafeGuard isn't blocking the content it should be.

  1. Please be aware that SafeGuard is designed to block websites only. Post Office cannot prevent application data from being sent and received, for example from an application (App) on a mobile device.

    SafeGuard cannot prevent a list of blocked site names appearing in a search engines list of results. Similarly, SafeGuard cannot prevent indecent images appearing in a search engines image results. Some search engines however do offer their own filtering controls to limit the results displayed.

    SafeGuard settings will only apply if the user is typing into a standard browser and therefore web addresses are looked up via the Post Office network. If you are connecting through a Virtual Private Network (VPN) or accessing a web proxy, SafeGuard cannot block the content.

  2. If none of the above applies to your query, then log into your primary online account and check your SafeGuard settings have been set to match your expectations. Remember that settings can take up to five minutes to apply.

  3. If you are still able to access content you think should be blocked, try clearing your Browser cache and check if this fixes the problem. Depending upon the browser you are using depends on the cache clearing procedure. For instructions on how to achieve this, try accessing such websites as www.wikihow.com. Alternatively, if you can access a search engine, input "Clearing browser cache" and follow instructions presented.

  4. If you are still experiencing an issue then please raise a problem ticket from your primary online account home page. From the bottom right hand section of the navigation column, select "Need our help", beneath "My help & support". A Technical Support advisor will call you back to investigate. In the meantime, you could try to input the website you do not wish access to into the Kids Guard custom list and click 'Block'.

     

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Anti-Virus

What Internet Security software comes included with Post Office Broadband?

Post Office have partnered with cyber security experts F-Secure to offer all Post Office Broadband customers a free trial of its award-winning F-Secure SAFE internet security software which protects seven of the family’s mobiles, tablets and laptops.

For more information on F-Secure SAFE please visit www.postoffice.co.uk/f-secure otherwise click here to register and start your free trial (please visit this link from a device connected to your Post Office Broadband and select "Register").

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

Yes you can however we recommend you completely uninstall or remove all other anti-virus and security software you may have installed on your devices before you install F-Secure SAFE.

F-Secure SAFE detects conflicting software and will instruct you to uninstall that software via the Control Panel.

We recommend before installing F-Secure SAFE that you make sure that:

  • Your Windows is up to date.

  • You have uninstalled incompatible software(s) from another vendor.

  • You are logged on to your computer with administrative rights.

  • You have an Internet connection.

If you are still having problems please check with the supplier of your current internet security software for instructions on how to uninstall.

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

If you joined Post Office Broadband or Fibre Broadband before October 2019 you may be using an older anti-virus product called Fujitsu Internet Security (Bit Defender 2013). This software was withdrawn on 20th July 2020 and after this date the service will be switched off which means your laptops and PCs will no longer be protected.

If you have this software installed on your computer, you will see a programme called “Fujitsu Internet Security 2013”.

We recommend that all Post Office Broadband or Fibre Broadband customers who are using this older software completely uninstall it and upgrade to our newer internet security software to ensure that their devices remain protected after this date. To do this:

  • Click here to download the Uninstall tool for Fujitsu Internet Security (Bit Defender 2013)

  • Once the installer has downloaded to your computer, run it and you will be guided through a de-install process to fully remove Fujitsu Internet Security (Bit Defender 2013) from your computer.

For more information see https://www.postoffice.co.uk/broadband-phone/f-secure

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Firewall

What is a Firewall and how can I be provided with this?

A firewall is a software application that is designed to restrict the types of data that can flow between the internet and your computer. A firewall is important for this reason, and a firewall is already supplied within recent Windows Operating Systems.

For total piece of mind, we offer F-Secure SAFE which is a comprehensive internet security suite protecting up to 7 of your mobiles, tablets and computers. All Post Office broadband customers get to try SAFE for FREE for 6 months (no card details taken up-front). F-Secure SAFE offers Virus Protection, Banking & Shopping Protection, Browsing Protection and Parental Controls.

For more information on how to download F-Secure SAFE or for support using the product please click here.

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Parental Controls

What are Parental Controls and how can I use them to protect my family?

Parental Controls is a general name for computer software that allows a parent to monitor or limit what a child can see or do on the internet. There are a number of Parental Controls packages that are commercially available.

Post Office have partnered with cyber security experts F-Secure offering a 6 month free trial of F-Secure SAFE which provides anti-virus, browsing and banking protection along with parental controls. Parental Controls (also known as Family Rules) is a feature within F-Secure SAFE that helps you keep your children safe on the Internet whilst using their computer, tablet or mobile, both in and out of the home. Whilst surfing the Internet, children may get exposed to inappropriate content, accidentally download malware that could damage their device, or they may receive harassing messages after browsing an unsafe website. Parental Controls introduces some features that will allow your children to browse the Internet safely. For example, you can block specific content types from showing up when your child is browsing the Internet, or just allow access to websites you select. You can also set limits on your child's device usage by managing their screen time.

Click here to find out more and for details on how to download F-Secure SAFE.

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Spam and 'Phishing' Scams

What is spam and how do I protect myself from it?

Spam is any message that's sent to multiple recipients who haven't specifically requested communication with the sender. It is a technique used by unscrupulous companies ('spammers') to persuade you to give them money for products or services, that often do not exist. Spammers typically purchase a list of email addresses, or 'harvest' addresses from the internet, and then send spam messages to these addresses. The address of the sender is usually 'forged' or obscured in some way, so to hide the identity of the spammer.

How to deal with spam

  • Never respond to spam
    - to the individuals who send spam, one successful response from thousands of mailings is enough to justify the practice

  • Never respond to an email's instructions to reply with the word "remove" unless you trust or know the sender
    - many spammers use 'remove' or 'unsubscribe' links as a ploy to get you to react to the email. This may alert the sender that your email address is active and available to receive messages, which greatly increases its value. If you reply, your address may be placed on more lists, resulting in more spam

  •  Never click on a URL or web site address listed within a spam email
    - this could alert the site to the validity of your email address, potentially resulting in more spam

  • Never sign up with sites that promise to remove your name from spam lists
    - although some of these sites may be legitimate, more often than not, they are address collectors. The legitimate sites are ignored (or exploited) by the spammers, and the address collection sites are owned by spammers. In both cases, your address is recorded and valued more highly because you have just identified that your address is active.

How Post Office Broadband can help

All messages delivered to your Post Office Broadband email accounts are scanned for known spam messages. In addition to this there are a number of commercially available anti-spam products you can use to further filter out spam.

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What are 'Phishing scams', and what do I do if I get an email asking for my personal information?

Phishing is a type of online fraud where the perpetrators attempt to acquire personal, financial, and/or other account information - for example, User IDs, passwords, credit card numbers, PINs, from unsuspecting victims.

This type of fraud is typically initiated by sending an official-looking email claiming to be from a reputable company, like a bank, a credit card firm, or an online establishment. The fraudulent email usually contains an urgent message that tries to lure the recipient into providing sensitive information.

Never reply to a suspicious email

Remember that it is easy to make things look official these days. Do not respond to emails asking for any personal or financial information. Legitimate companies will never ask you to verify or provide any confidential information in an unsolicited email.  

Never click on a link within a suspicious email

Most phishing emails contain a link that leads to an official-looking web page that requires the recipient to log in or enter some personal information. Though the web page may contain official logos and look exactly the same as the legitimate company's web site, any information submitted via these "spoofed" web page(s) will be sent to the perpetrators of the scam.  

Check with the company itself

If you have any doubt regarding the authenticity of a web site you're being directed to in an email, we strongly recommend that you open a new browser and type the known address of the company's website into the browser yourself, or call the company directly via telephone.

See the Internet Security Software Anti-Spam FAQs below, for more information.

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Backing up your data

How do I make backups to protect my important files?

You can irretrievably lose data and documents through failure of your hard drive, or as a result of virus attack, or by accidentally overwriting or deleting files, or if your computer is stolen or damaged.

As a precaution against this, it is wise to make backups of your important files.

This involves making copies of the files and saving them to a secure location that is separate from the computer itself. Should you lose the original files for any reason you can then retrieve the backup versions and continue to use those files.

Where can I make backup copies to?

Important files can be saved onto a USB memory stick, burnt onto a CD or DVD, or saved to an external hard drive. If you have a home network, you can copy the files to a different computer, or you can upload them to the web - this has the added advantage that you can retrieve the files from any other computer with an internet connection.

Backup Software is available to download that makes the task of making copies of files and saving them to a secure location, easy and safe.

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Customer Care Line

You can call our Customer Care Line on 0345 600 3210. Lines are open every day from 8am - 8pm on Mon - Sat and 9am-6pm on 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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