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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

Internet Security Software

This section is about the Internet Security Software that is supplied with the Post Office® Unlimited Broadband package (standard/Fibre/Fibre Plus).

Internet Security Software - Installation

Internet Security Software - Using

Internet Security Software - Anti-Virus

Internet Security Software - Parental Controls and MyFujitsudefender

Internet Security Software - Repairing

Internet Security Software - Un-installation and Re-installation

Internet Security Software - Anti-Spam

More information on using the Internet Security Software

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. However, Post Office offers free added anti-virus protection to those taking the HomePhone and Broadband Premium package. This can be downloaded from the primary online account.

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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. However, if you have a taken our HomePhone and Broadband Premium package, you can take advantage of the free downloadable internet security software which includes anti-spam and anti-virus. You can download this from your Primary Online Account. Please be aware this software is not compatible with Windows 10.

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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. However, a customer with Post Office HomePhone and Broadband Premium package can take advantage of free parental controls by downloading the free internet security software.

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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 are computer viruses and how can I protect myself from them?

A virus is a malicious computer program which can copy itself and infect a computer without permission or knowledge of the user. Some are programmed to damage the computer by damaging programs, deleting files, or even reformatting the hard disk. Others are more benign but can still cause erratic behaviour, 'slowness', or system crashes.

Protecting your computer from virus infection  

  • Most (but not all) computer viruses arrive in the form of an email with an attachment. Don't open attachments unless you are sure of the source and content - remember, some viruses could appear to be from people you know. If you are unsure of the source and the validity of an email that you have been sent, do NOT open it and instead delete it

  • Install anti-virus protection software. If you receive the Post Office® Unlimited Broadband package (standard/Fibre/Fibre Plus), then you can install the Internet Security Software - which includes anti-virus protection, and so will help to protect you against computer viruses

  • Install a firewall. A firewall is a software application (but sometimes a hardware 'box') that is designed to restrict the types of data that can flow between the internet and your computer. If you receive the ' Post Office® Unlimited Broadband' package (standard/Fibre/Fibre Plus), then you can install the Internet Security Software - which includes a firewall, and so will help to protect you against computer viruses

  • Keep your Windows operating system up-to-date by using Windows Update. To do this, click the Start button, click Control Panel, and then click Windows Update, and follow the instructions.

How Post Office Broadband can help

If you receive the Post Office® Unlimited BroadbandPost Office 'HomePhone and Broadband Premium' package (standard/Fibre/Fibre Plus) , then you can download and install the Internet Security Software. This software includes anti-spam, anti-virus, firewall, privacy protection, Facebook protection, and Parental Controls.

See the Internet Security Software 2013 Anti-Virus FAQs below, for more information.

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What is Spyware and Adware and how can I protect myself from it?

Spyware and Adware are small programs that install themselves on your computer. They can track your surfing habits and collect personal data that is then sent back to their creators, on another computer.

How do I know if I have spyware/adware on my computer?

Spyware and Adware can run behind the scenes on your computer, and you might not even know that it's there. You may have unknowingly installed them when you visited websites or downloaded programs from the internet. One symptom that you may have Spyware or Adware on your computer is that you'll find lots of unwanted adverts appearing in pop-up windows.

How do I remove Spyware and Adware from my computer?

There are a number of commercially available anti-spyware and anti-adware products.

If you receive the Post Office® Unlimited Broadband package (standard/Fibre/Fibre Plus) , then you can install the Internet Security Software which includes anti-spyware and anti-adware protection, and so will help to protect you against this loss of privacy.

See the Internet Security Software Introduction FAQs below for more information..

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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.

You can upgrade to the Post Office® Unlimited Broadband package (standard/Fibre/Fibre Plus). These packages includes Internet Security Software, which provides a firewall, anti-spyware, Parental Controls, and anti-adware protection.

See the Internet Security Software Introduction FAQs below for more information.

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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. One such package is the Internet Security Software package, which is supplied free of charge with the Post Office® Unlimited Broadband packages (standard/Fibre/Fibre Plus).

See the Internet Security Software 2013 Parental Controls FAQs below, for more information.

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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.

Internet Security Software is a combined Internet Security and Parental Control service that includes anti-spam software and is supplied free with the Post Office® Unlimited Broadband packages (standard/Fibre/Fibre Plus).

See the Internet Security Software 2013 Anti-Spam FAQs below, for more information.

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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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Internet Security Software package

What is the Post Office Internet Security Software?

The Post Office Internet Security Software is an Internet Security and Parental Control service that is provided free of charge with the Post Office Unlimited Broadband packages (standard/Fibre/Fibre Plus). The 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 from the Internet, including those from Facebook.


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

If you have any other Security Software installed on your computer, then the Internet Security Software provided 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 the Internet Security Software package?

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

Once you start receiving the Post Office® Unlimited Broadband packages (standard/Fibre/Fibre Plus), you can download the Internet Security Software package from your Online Account, and then install it.

To do this, please see the FAQ 'How do I download the Internet Security Software package?
 

How many computers can I use the Internet Security Software package on?

You are licensed to download and install the Internet Security Software package 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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Internet Security Software - Installation

I have a firewall already enabled - should I uninstall or disable it before installing the Internet Security package?

It's safe to leave the Windows' own firewall as it is - but if you have a firewall that isn't provided as part of the Microsoft Operating System, then it's safer to uninstall this.

Internet Security Software includes a firewall - proceed to the FAQ, below - I do I install the Internet Security Software?

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I have NetIntelligence and Kaspersky Internet Security 2013 on my computer. How do I upgrade to Internet Security Software?

The Internet Security Software is supplied free of charge for customers who receive the Post Office® Unlimited Broadband package (standard/Fibre/Fibre Plus).

If you receive the Post Office® Unlimited Broadband package (standard/Fibre/Fibre Plus), and have NetIntelligence and Kaspersky Internet Security 2013 installed on your computer, then a free upgrade to Internet Security Software is available.

If you use a password to manage the settings for Kaspersky Internet Security 2013, then you will be asked for this password when you are about to un-install it. If you have forgotten or lost this password, then please see the FAQ 'I want to un-install Kaspersky Internet Security, but I've forgotten my password. What should I do?', below. 

To perform the upgrade, you need to download the Internet Security Software program, first. Please see the FAQ 'How do I download the Internet Security Software?', below.  

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I want to un-install Kaspersky Internet Security, but I've forgotten my password. What should I do?

If you want to un-install Kaspersky Internet Security, but have forgotten or lost the password for it which is preventing it from being un-installed, then there are steps that you can take that will resolve this.

If you forgot your password for  -

  • Kaspersky Internet Security 2013, then enter http://support.kaspersky.com/8650 into your browser and follow the instructions

  • Kaspersky Internet Security 2012, then enter http://support.kaspersky.com/7055 into your browser and follow the instructions

After you have un-set the password for Kaspersky Internet Security, you can proceed with the installation of the Post Office Internet Security Software program - please see the FAQ 'How do I install Internet Security Software?', below.

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How do I download the Internet Security Software?

The Internet Security Software program is supplied free of charge for Customers who receive the Post Office® Unlimited Broadband packages (standard/Fibre/Fibre Plus)

If you receive the Post Office® Unlimited Broadband package (standard/Fibre/Fibre Plus), you can download the Internet Security Software program. To do this -

  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. Under 'My Packages', click Anti-virus security software

    Your Internet Security Software Activation Key is displayed

  1. Highlight the Activation Key using your computer mouse, and then press Ctrl / C on your keyboard to copy it

  2. Click on the 32-bit or the 64-bit download option, as required

  3. Only one of these downloads will be suitable for your computer. To find out which download you need -

      1. Click on Help me find

        A new web page is displayed

      2. Scroll down the page

        If this message is displayed -

        • 'You are currently using a 32-bit operating system' - then you will need to download the 32-bit version

        • 'You are currently using a 64-bit operating system' - then you will need to download the 64-bit version.  

      Now please see the FAQ 'How do I install Internet Security Software?', below.

 Go back to the list of Security FAQs

 

How do I install Internet Security Software?

The Internet Security Software is supplied free of charge for Customers who have receive the Post Office® Unlimited Broadband package (standard/Fibre/Fibre Plus).

Installing the Internet Security Software is an easy process, and if you have any other security software installed on your computer, then the 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. 

If you have not previously downloaded the Internet Security Software installation program on your computer, then please see the FAQ 'How do I download the Internet Security Software?', above 

A working internet connection is required for this task.

To install Internet Security Software -

  1. When the download of Internet Security Software is complete, click Run to start the installation

  2. Internet Security Software will begin the process of un-installing any conflicting security software programs on your computer, and you can follow the on-screen instructions to achieve this

  3. If you have NetIntelligence or Kaspersksy Antivirus software on your computer, then you can follow the on-screen instructions to remove these.

  4. You will be asked to reboot your computer in order for this process to complete

  5. When the process of un-installing the conflicting security software programs has finished, the Welcome screen is displayed. For a straight-forward installation, just click the Install button

  6. Please follow the on-screen instructions

  7. When it is displayed, click on the box labelled 'Fujitsu Internet Security 2013', and click on I want to register now

  8. Click in the Licence Key field, and press Ctrl / V on your keyboard to paste in your Key

  9. Click Register now

  10. The Internet Security Software installation process will complete

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I want to check if there is any security software on my computer and remove it. How can I do this?

If you want to remove the Security Software on your computer, then you can use one of these methods -

  • If you receive the Post Office® Unlimited Broadband package (standard / Fibre / Fibre Plus), and you want to install the Internet Security Software, then any security software that is installed on your computer will be automatically be un-installed for you. Please see the FAQ 'How do I install Internet Security Software?', above.

  • Use the Windows Control Panel to check if there is any installed security software that you don't want, and then remove it

  • You can use an Un-Installer Tool. These are available for the most popular security software packages. See a list of these, below.

Using the Windows Control Panel to check if there is any installed security software that you don't want

You can use the Windows Control Panel to check if Internet Security Software has removed the security software on your computer 

To do this -


  1. If the Operating System on your computer is -

    1. Windows XP
      -
      then go to Start, then Control Panel, then Add or Remove programs, then check the list of installed programs

    2. Windows Vista or Windows 7
      - then go to Start, then Control Panel, then Programs and Features, then check the list of installed programs

  2. In the list of installed programs that is displayed, select any Security Program or Firewall Program - take care - don't select the Internet Security Software that is supplied by the Post Office

  3. Click Remove or Uninstall, depending on what is displayed on your computer

  4. Go back to Step '2'. in this procedure until there are no Security Programs or Firewall Programs left in the list, apart from the Internet Security Software that is supplied by the Post Office.

 

List of Un-Installer Tools for the most popular security software packages

Un-Installer Tools for the most popular security software packages are listed below.

If you have one of the listed packages installed on your computer, and you want to un-install it, then you will need to -

  1. Copy the address that is associated with the name of the package - for example, if want to remove Kaspersky from your computer, then you would copy this text - http://support.kaspersky.com/kis2010/service?qid=208279463

  2. Paste the text into your browser

  3. Now you need to download the program, and follow all the instructions to remove the security software package on your computer.

    Kaspersky -
    http://support.kaspersky.com/kis2010/service?qid=208279463

    Avast -
    http://files.avast.com/files/eng/aswclear.exe

    AVG - http://www.avg.com/us-en/utilities

    Avira - http://www.avira.com/en/support-for-free-knowledgebase-detail/kbid/88

    BullGuard - http://www.bullguard.com/support/product-guides/bullguard-internet-security-guides/uninstall.aspx

    CA Antivirus - http://homeofficekb.ca.com/CIDocument.asp?KDId=3125&Preview=0&Return=0&GUID=DF325E0AA0AB4264AF47E4BEA49F571B

    Comodo Internet Security - https://support.comodo.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=298

    CounterSpy- http://support.sunbeltsoftware.com/Business/2VIPRE_Enterprise/3.1/Console/Uninstall%2f%2fReinstall

    Cyber Defender Early Detection Center - http://cyberdefender.custhelp.com/app/answers/detail/a_id/207

    Dr. Web - https://support.drweb.com/support_wizard/?lng=en (Only registered Dr. Web users can access support content)

    eScan - http://www.microworldsystems.com/download/tools/esremove.exe

    ESET - http://kb.eset.com/esetkb/index?page=content&id=SOLN2788

    FRISK F-PROT Antivirus for Windows - http://www.f-prot.com/support/windows/fpwin_faq/25.html

    F-Secure - http://www.f-secure.com/en/web/home_global/support/article/kba/2109/k/uninstall+f+secure/p/1

    G Data - https://www.gdatasoftware.co.uk/?eID=PushFile&dl=f4b2f2fd23%3AAFEIBgU%3D

    Kingsoft - http://www.kingsoftsupport.com/forum/viewtopic.php?f=30&t=59&sid=9e4c506ea22db37a60ab1b7364544d6a

    K7 Total Security - http://www.k7computing.com/en/tools/K7RT.exe

    LavaSoft - http://www.lavasoftsupport.com/index.php?showtopic=28

    McAfee - http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe

    Norman Virus Control/Norman Security Suite - http://www.norman.com/support/support_issue_archive/67798/en

    Norton (Symantec ) - ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe

    Norton Security Scan - ftp://ftp.symantec.com/public/english_us_canada/removal_tools/NSSRT.exe

    Panda - http://www.pandasecurity.com/resources/sop/UNINSTALLER_08.exe

    Panda Cloud Internet Protection - http://www.pandasecurity.com/resources/sop/Cloud_AV_Uninstaller.exe

    Pareto Logic - http://techsupport.paretologic.com/plsupport/consumer/kbdetail.asp?kbid=555

    Sophos - http://www.sophos.com/support/knowledgebase/article/11019.html

    Trend Micro - http://esupport.trendmicro.com/1/How-do-I-remove-old-or-new-versions-of-Trend-Micro-products-in-my-comp.aspx

    Trend Micro Titanium - http://esupport.trendmicro.com/solution/en-us/1056455.aspx

    Trend Micro Worry-Free Business Security Agent - http://esupport.trendmicro.com/solution/en-us/1057237.aspx

    Vipre (Sunbelt Software) - http://kb.gfi.com/articles/Skynet_Article/Error-1612-Installation-source-for-this-product-is-not-available-when-attempting-to-uninstall-VIPRE

    Webroot - http://support.webroot.com/cgi-bin/webroot.cfg/php/enduser/std_adp.php?p_faqid=1761

    Windows Live OneCare - http://download.microsoft.com/download/4/c/b/4cb845e7-1076-437b-852a-7842a8ab13c8/OneCareCleanUp.exe

    Windows Security Essentials - http://support.microsoft.com/kb/2435760

    Zone Alarm - http://download.zonealarm.com/bin/free/support/download/clean.exe

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What should I do if my Windows 8 64-bits system crashes after installing Internet Security Software?

After installing Internet Security Software on a computer using Windows 8 64-bits, you may encounter system crashes, due to some hardware configurations.
 
To solve this, there are 4 main actions you need to perform on your computer  -

  1. Access the Command Prompt option from the Advanced Recovery Tools

  2. Rename 3 Internet Security Software files

  3. Restart in Normal Mode and uninstall Internet Security Software

  4. Reinstall Internet Security Software using the resources available on the Internet Security Software website

Here are the step-by-step instructions -

A. Access the Command Prompt option from the Advanced Recovery Tools

  1. Reboot your computer

  2. After which, the 'Recovery' window is displayed

    Note - you can also try to access the Advanced Recovery Mode by holding the Shift button and tap the F8 key continuously. You might have to try this several times to access it.

  3. Click See advanced repair options

  4. Then click Troubleshoot

  5. Then click Advanced Options

  6. Then click Advanced Options

  7. Then click Command Prompt

    Your system will reboot automatically

    You are asked to click your 'account'

  8. Click your account

  9. If you have set a password, then enter this

  10. Click Continue


B. Rename three Internet Security Software files

You should see a black screen with the text x:\windows\system32>

Now use the keyboard - for each of these lines, ensure that you enter the characters marked in bold, and then press the 'Enter'8 key -

  1. Enter  c:  and then press the 'Enter' 8 key

  2. Enter  cd "c:\program files\fujitsu internet security 2013\fujitsu internet security 2013" and then press the 'Enter'  8 key

  3. Enter  REN vsserv.exe vsserv.ex_  and then press the 'Enter'  8 key

  4. Enter  REN updatesrv.exe updatesrv.ex_  and then press the 'Enter'  8 key

  5. Enter  cd c:\windows\system32\drivers  and then press the 'Enter'  8 key

  6. Enter  REN avchv.sys avchv.sy_  and then press the 'Enter'  8 key

  7. Close the window and either -

  • Click Continue to restart Windows 8 in Normal Mode, or

  • Click Turn off your computer  - wait for your computer to turn off - then turn your computer back on.


C. Uninstall Internet Security Software

  1. Open the Windows Start Menu

You can do this by clicking on the Windows 'Start' button, or by pressing the 'Windows' button, on your keyboard

  1. Locate the 'Fujitsu Internet Security 2013' icon

  2. Right-click on the 'Fujitsu Internet Security 2013' icon, and then click the Uninstall button at the bottom of the screen

The Programs and Features window is displayed

  1. Locate 'Fujitsu Internet Security 2013' in the list - right-click on it - and click Uninstall

  2. In the window that is displayed, click Remove

  3. When the uninstall process is completed, restart your computer

D. Reinstall Internet Security Software
Download the latest version of the Internet Security Software, from your Online Account, at http://www.pobroadband.co.uk

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How can I fix an 'Fujitsu Internet Security 2013 installation has failed' or a 'Fatal error during installation' issue?

If you receive a 'Fujitsu Internet Security 2013 installation  has failed' or a 'Fatal error during installation' error message while trying to install Internet Security Software, please follow these steps -

Is the Internet Security Software installation 'blocked'?

  1. Locate the installation file - this will usually be in the 'Downloads' folder

  2. Right-click on the file, and click on Properties

  3. If an 'Unblock' button is displayed in the bottom-right -

    1. Click on Unblock

    2. Click on Apply

    3. Click on OK

    4. Try to install Internet Security Software again.

If the problem persists, then check your computer to see if it meets the system requirements required to run Internet Security Software. Please read the next FAQ, which is 'What specification does my computer need to have to be able to run Internet Security Software '

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What specification does my computer need to have to be able to run Internet Security Software?

To be able to run Internet Security Software, your computer needs to meet these system requirements -

  1. If your computer is running -

  • Windows XP - then right-click on the My Computer icon on your Desktop or Start Menu, and click on Properties

  • Vista or Windows 7 - then right-click on the Computer icon on your Desktop or Start Menu, and click on Properties

  • Windows 8 - move your mouse to the bottom-left corner, then right-click on the Start window that appears, and click on System.

  1. Make a note of the System, Windows Edition, and Computer specifications, as applicable

  2. Compare your notes with these System Requirements -

  • Operating System

    You must have one of these Operating Systems installed -
      
    • Windows XP (but it must have SP3 installed)

    • Vista (but it must have SP2 installed)

    • Windows 7

    • Windows 8.


  • CPU

    An 800MHz or faster CPU.


  • Memory (RAM)

    1 GB or more of RAM.

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Internet Security Software - Using

How do I open the Internet Security Software interface?

To access the main interface of the Internet Security Software -

  1. Open the Windows Start menu - you can do this by pressing on the 'Windows' key on the keyboard, or by clicking on the 'Windows' button at the bottom-left of the computer screen

  2. Click on All Programs

  3. Scroll down, and click on the folder Fujitsu Internet Security 2013

  4. Click on the icon Fujitsu Internet Security 2013.

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Internet Security Software - Anti-Virus

If Internet Security Software detects an infected attachment inside an email, what should I do?

The best solution to infected emails and their attachments, is to manually delete any such emails and their attachments.

For any emails that are infected, Internet Security Software provides this information  -

  • The Subject of the email

  • The Date of the email

  • The Filename of the infected attachment.

To delete infected emails -

  1. Open your Email Client program

Your Email Client program is the program that you use to send and receive emails - for example, Outlook or Windows Live Mail

  1. Use the scan report generated by Internet Security Software to locate the infected emails

  2. Delete all the infected emails from their current location

  3. Additionally, make sure you empty the 'Deleted Items' or 'Trash' folder of emails

  4. Do a 'compress your emails' operation

The 'compress your emails' process differs. So -

  • For Outlook Express
    -
    Click on File, then on Folder, then on Compact All Folders


  • For Microsoft Office Outlook 2000 / 2003 / 2007
    -
    Click on File, then on Data File Management. Select your personal folders and click on Settings.
    - On the 'General' tab, click on Compact Now, then on OK, and then on Close.


  • For Microsoft Office Outlook 2010 -
    1. On on the Ribbon, click the File tab, and click on the Info tab on the menu
    2. Click the Accounts Settings tab, and then on Accounts Settings again
    3. Click the Data Files tab
    4. Click to select your Personal folder, and then click on Settings
    5. On the General tab, click Compact Now
    6. Click on OK, and then click Close.


  • For Mozilla Thunderbird -
    - Click on the File menu item, then click on Compact folders 

If you need further assistance please contact Customer Care.

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I want to remove some files permanently from my computer. How can I do this with Internet Security Software?

When you delete files or folders, the Windows system does not completely delete these at the time - instead, Windows merely allows them to be over-written with new data at a future time. Because of this, it's possible for these files to be restored to a usable state, long after they appear to be 'deleted'.

If you want to make sure that one of more of your files or folders are deleted so that they cannot be restored, then you can use the File Shredder.

To permanently delete files or folders -

  1. In Windows Explorer, right-click on the file or folder you want to permanently delete

  2. Point to Fujitsu Internet Security 2013, and click on File Shredder

A confirmation window is displayed 

  1. Click Yes to start the File Shredder wizard

Wait for the operation to finish

  1. The results are displayed

  2. Click Close to exit the wizard.

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How do I check what viruses Internet Security Software has detected?

Each time an anti-virus scan is performed by Internet Security Software, a 'log' is created that details anything that Internet Security Software has detected.

The scan log contains detailed information, such as the scanning option, the scanning target, the threats found, and the actions taken against these threats.

Once the scan is completed, you can open the scan log directly from the scan wizard, by clicking on Show Log.

To check a scan log, follow these steps -

Firstly, access the main interface of the Internet Security Software -

  1. Open the Windows Start menu

    You can do this by pressing on the 'Windows' key on the keyboard, or by clicking on the 'Windows' button at the bottom-left of the computer screen

  2. Click on All Programs

  3. Scroll down, and click on the folder Fujitsu Internet Security 2013

  4. Click on the icon Fujitsu Internet Security 2013

    The main interface of the Internet Security Software is displayed

  5. Click the Events button on the upper toolbar

  6. In the Events Overview window, select Antivirus

  7. In the Antivirus Events window, select the Virus Scan tab

    All anti-virus events are detailed in the Antivirus Events window

  8. In the events list, you can check what scans have been performed recently. Click on an event to view the details

  9. To open a scan log, click View log

  10. The scan log will open in a new window.

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How can I deal with viruses that Internet Security Software reports as 'could not be cleaned'?

If the Internet Security Software On-Access Scanning reports that an infected file could not be cleaned, then we recommend this course of action -

  1. Ensure that you are logged into Windows as a user with Administrative Privileges

  2. Then -

    1. Close all applications you don't need to be open

    2. Close all documents

    3. Close all Internet Browsers

  3. In the Fujitsu Internet Security 2013 Antivirus panel, click on Scan now

  4. Select System Scan from the drop-down menu

  5. When the scan has finished, check the scan summary to see if there are any threats / files that could not be cleaned

  6. If there are any threats / files that could not be cleaned, click Please click here to rescan files

  7. When the scan has finished, click on View log and check if there are any unresolved items

  8. We recommend that you to click on the Save Log button and save the log in an easy to access location - for example, the Windows Desktop for easy access if needed

  9. If Internet Security Software reports that there are items that could not be cleaned - either in real time or during a system scan - then you can try to manually remove them by following the guidelines below -

    Important- these guidelines should only be followed by advanced users!

    The most common types of files you could encounter are -

    • Temporary Files, which are -

    • .tmp files found in c:\, c:\windows, c:\windows\temp

    • files found in the these locations - c:\windows\temp and c:\documents and settings\local settings\temp (in Windows XP)

    • files found in the this location -c:\users\appdata\local\temp (in Vista and Windows 7)

Please note: It's assumed here that for your computer, the drive where the primary boot volume and Operating System are located, is on the C: Drive   

If the drive where the primary boot volume and Operating System are located is not on C:, then substitute 'C:' with the correct letter.

  • Temporary Internet Files

    A temporary Internet file is a file that is located on your hard drive that a browser uses to store Web site data for every Web page or URL address that you visit. When the Web server sends the Web page files to the browser, they are stored in a file so that the next time you visit the same Web site the browser takes the data from the temporary Internet file. Loading the Web site in this way from a temporary Internet file is called caching.

    The Temporary Internet Files can be found in different locations depending on the internet browser -

  • For Internet Explorer, the folder is \user's profile...\Temporary Internet Files

  • For Mozilla Firefox, the folder is \user's profile...\Mozilla\Firefox\Profiles\xxxxxx.default\cache

  • For Google Chrome, the folder is \user's profile...\Google\Chrome\User Data\Default\Cache

  • For Safari, the folder is \user's profile...\Apple Computer\Safari\cache.db

  • For Opera, the folder is \user's profile...\Opera\Opera\cache

  • For files located on optical devices such as CDs, DVDs, Blue-Ray Discs

    Unfortunately, these files cannot be cleaned since modify/delete actions are not permitted on this kind of storage devices. You can rest assured that, if you still want to use the respective device, Internet Security Software On-Access Scanning will protect your computer from any attack. However, we recommend you to take safety measures or not using the device at all on computers with no up to date security solution installed.

  • For files located on network storages, NAS, network shares, mapped network drives, etc.

    There are several reasons for Internet Security Software not being able to clean the respective files such as: you only have read permissions on the respective network share/storage, therefore no actions can be taken due to limited privileges or the network share has a different operating system not supported by your Internet Security Software anti-virus engines. You can rest assured that, if you still want to access this share, Internet Security Software On-Access Scanning will protect your computer from any attack.

Go back to the list of Security FAQs

 

Internet Security Software - Parental Controls and MyFujitsudefender

How do I set up a MyFujitsudefender Account?

A MyFujitsudefender account is required in order to use the Parental Control and Online features of Internet Security Software.

Firstly, access the main interface of the Internet Security Software -

  1. Open the Windows Start menu

    You can do this by pressing on the 'Windows' key on the keyboard, or by clicking on the 'Windows' button at the bottom-left of the computer screen

  2. Click on All Programs

  3. Scroll down, and click on the folder Fujitsu Internet Security 2013

  4. Click on the icon Fujitsu Internet Security 2013

    The main interface of the Internet Security Software is displayed

  5. Click the MyFujitsudefender button at the top of the window

  6. Select Create new account

  7. Type the required information in the corresponding fields

    The data you provide here will remain confidential

  8. Complete the registration

    To do this, check your e-mail inbox, and follow the instructions in the confirmation email that you have been sent

  9. Once the account is created, use your provided e-mail address and password to log in to your MyFujitsudefender account, on any computer or mobile device connected to the Internet, at https://my.fujitsudefender.co.uk

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How do I set up Parental Controls on my computer?

Internet Security Software includes Parental Controls, which allow you to restrict access to Internet and to specific applications, preventing your children from viewing inappropriate content.

To set up Parental Controls, follow these steps -

  1. Ensure that you are logged on to the computer with an Administrator account

- only users with Administrator rights on the system (System Administrators) can access and configure Parental Control 

  1. Create a limited (standard) Windows User Account on the computer, for your children to use

  2. Access the main interface of the Internet Security Software

    To do this -

    1. Open the Windows Start menu by pressing on the 'Windows' key on the keyboard, or by clicking on the 'Windows' button at the bottom-left of the computer screen

    2. Click on All Programs

    3. Scroll down, and click on the folder Fujitsu Internet Security 2013

    4. Click on the Fujitsu Internet Security 2013 icon

      The main interface of the Internet Security Software is displayed

  3. Click the MyFujitsudefender button at the top of the window and select Parental Control from the drop-down menu

    The Parental Control dashboard is displayed - this is where you can check and configure the Parental Control settings

    If you don't have a MyFujitsudefender Account, see the FAQ 'How do I set up a MyFujitsudefender Account?', above

  4. Click Add child on the left-side menu

  5. Enter the name and age of the child in the Profile tab

  6. Choose the device and user account that you want to associate with the Profile

Setting the age of the child will automatically load settings considered appropriate for that age category, based on child development standards

  1. You can also customise the Web, Applications and IM settings for the Profile by clicking on the advanced button on the top right of each area.

  2. You can also set-up Facebook protection by clicking on the button labelled ‘Connect child’s profile’

  3. Once this is done you can either connect the child’s profile directly (if they are with you or you have their login details), or you can send them an email asking them to allow access

  4. Once you have connected the child’s profile refresh the page to complete the setup process

  5. Check your children's activities and change the Parental Control settings using your MyFujitsudefender account

  6. Use your provided e-mail address and password to log in to your MyFujitsudefender account, on any computer or mobile device connected to the Internet, at https://my.fujitsudefender.co.uk

Go back to the list of Security FAQs

 

How do I turn on Parental Controls protection?

Parental Control protection is not enabled by default. To enable the Parental Control module, follow these steps -

Firstly, access the main interface of the Internet Security Software

To do this -

  1. Open the Windows Start menu by pressing on the 'Windows' key on the keyboard, or by clicking on the 'Windows' button at the bottom-left of the computer screen

  2. Click on All Programs

  3. Scroll down, and click on the folder Fujitsu Internet Security 2013

  4. Click on the Fujitsu Internet Security 2013 icon

    The main interface of the Internet Security Software is displayed

  5. Click on the right arrow to scroll right to the Control Panel module

  6. On the Parental Control module, click the switch to turn ON Parental Control.

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Internet Security Software - Repairing

How do I repair the Internet Security Software?

In case you need to use the Repair feature in Internet Security Software in Windows XP, Windows Vista, or Windows 7, proceed as follows -

  1.  Click on the Windows 'Start' button - or press the 'Windows' key on the keyboard

  2. Click on All Programs

  3. Scroll down until you are see Fujitsu Internet Security 2013
    Please note that 'Fujitsu Internet Security 2013' has a 'folder' icon

  4. Click on the icon, and click on Repair or Uninstall

    Note - if you cannot find the 'Repair or Remove' feature, then -

    • Click on the Windows 'Start' button - or press the 'Windows' key on the keyboard

    • If you are running -

      Windows XP - click on Run - and enter appwiz.cpl

      Windows Vista or Windows 7 - Under 'All Programs', there is a box where you can enter text - enter appwiz.cpl

    • On the keyboard, press Enter

    • Search for Fujitsu Internet Security 2013 in the list of programs

    • Click on Uninstall / Remove 

    • Click on Repair

    • When the process is completed, restart your computer for the changes to take effect.

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How do I repair the Internet Security Software in Windows 8?


You can repair Internet Security Software directly from your MetroApp

Note - If you are already in the Regular Desktop, move your mouse to the bottom-left corner and click on the Start menu that appears - you can also use the 'Windows' key from your keyboard to access the Start menu

  1.  Locate the 'Fujitsu Internet Security 2013' icon

  2. Right-click on the 'Fujitsu Internet Security 2013' icon and click on Uninstall at the bottom of the screen

'Programs and Features' is displayed 

  1. Locate 'Fujitsu Internet Security 2013' in the list

  2. Right-click on 'Fujitsu Internet Security 2013', and click Uninstall

The 'Repair or uninstall Fujitsu Internet Security 2013' window is displayed 

  1. Click Repair

  2. When the process is completed, restart your computer for the changes to take effect.

Go back to the list of Security FAQs 

 

Internet Security Software - Un-installation, Re-Installation

How do I uninstall Internet Security Software?

There are two main steps for uninstalling Internet Security Software from your computer -

The first step is to locate and uninstall 'Fujitsu Internet Security 2013' in the Windows Control Panel.

Follow these steps -

  1. If the Operating System on your computer is -

    1. Windows XP
      - then go to Start, then Control Panel, then Add or Remove programs

    2. Windows Vista or Windows 7
      - then go to Start, then Control Panel, then Programs and Features

  2. Wait for the list to be populated

  3. Locate 'Fujitsu Internet Security 2013' in the list

  4. Highlight 'Fujitsu Internet Security 2013', and then click on Uninstall

  5. Wait for the uninstall process to complete, and then restart your computer.

The second step is to remove all traces of Internet Security Software, using the Uninstall Tool

Follow these steps -

  1. Go to - http://www.fujitsubdupdate.co.uk/Fujitsu_is_uninstall_tool.exe

  2. If the option is available, click Save and Run - otherwise click on Save

  3. The Uninstall Tool will be saved to your computer

  4. If the Uninstall Tool fails to run, then you will need to locate it where it was saved to, and then double-click it to run it

The Uninstall Tool window is displayed 

  1. Click on Uninstall

  2. Wait for the tool to display the completion message

  3. Restart your computer.

    Please note - The Uninstall Tool will search your computer for any previous versions of  Fujitsu Internet Security software. If it doesn't find any particular version, it will display a red 'X', and this is it's normal behaviour.

Go back to the list of Security FAQs


What should I do if Internet Security Software has failed to un-install?

This article helps you troubleshoot errors that may occur when attempting to remove Internet Security Software.

There are a number of possible situations - -

  • During the removal process, an error screen may appear that provides a button that allows you to to run an un-install tool.
    - If this occurs, then click on the button. This will run the Un-Installer, that will remove the Internet Security Software and remove any traces of it from the computer registry.

  • During the removal process, the removal process may 'hang'.
    - If this occurs, click Cancel to abort the process. If this does not work, then restart your computer.

  • During the removal process, some 'traces' of  Internet Security Software may remain on your computer, such as registry keys and files.
    - Such traces may prevent a new installation of Internet Security Software, and they may also affect system performance and stability.

If you suspect that any of these situations may have occurred, then you can completely remove all traces of Internet Security Software. To do this-

  1. Go to http://www.fujitsubdupdate.co.uk/Fujitsu_is_uninstall_tool.exe

  2. Run the uninstall tool using administrator privileges

  3. Restart your computer.

Go back to the list of Security FAQs

 

When should I reinstall Internet Security Software?

There are situations when you would need to re-install Internet Security Software. These include -

  • You have re-installed the operating system on your computer, and you need to re-install Internet Security Software onto it

  • You have purchased a new computer, and you need to install Internet Security Software onto it 

You can download the Internet Security Software from your Online Account, at http://www.pobroadband.co.uk

Please see the FAQ How do I install the Internet Security Software?

Go back to the list of Security FAQs

 

Internet Security Software - Anti-Spam

How am I protected from Spam and Phishing Scams with Internet Security Software?

Internet Security Software provides proactive protection from threats, such as viruses, spyware, hackers, and phishing attacks. It also secures your online transactions and home banking applications, with the 'Fujitsu Internet Security 2013 13 Safepay' browser, and protects your Facebook account with Safego, and fights Autorun-based attacks, using USB Immuniser.

Go back to the list of Security FAQs

 

IInternet Security Software - More Information

Where can I find more information on the Internet Security Software?

Once you have downloaded and installed the Internet Security Software, you will be able to find additional help.

To find additional help, access the main interface of the Internet Security Software

To do this -

  1. Open the Windows Start menu - you can do this by pressing on the 'Windows' key on the keyboard, or by clicking on the 'Windows' button at the bottom-left of the computer screen

  2. Click on All Programs

  3. Scroll down, and click on the folder Fujitsu Internet Security 2013

  4. Click on the icon Fujitsu Internet Security 2013

    The main interface of the Internet Security Software is displayed

  5. At the bottom-right, click on Help and Support.


- also, the HOTforSecurity website, at http://www.hotforsecurity.com provides further information on computer security


If you cannot fix a problem yourself, or simply need guidance on using the software, then please contact us.

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 from other service providers will be charged at their standard rates. Calls may be recorded, monitored and used for training and compliance purposes.

Go back to the list of Security FAQs 

 

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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