Signing in to your Post Office Online Account
What would you like to ask a question about? -
If you can't see your question on signing in to your Online Account here, then please contact the Post Office
How can I view and manage my account details?
To view or manage your account details -
Go to your Online Account, at http://www.pobroadband.co.uk
If you are a new customer then your email address and password were given to you when you first placed your order for Post Office Broadband, so please look in your email Inbox for the first few emails from the Post Office.
Enter all the characters before the '@' in your Post Office email address, into Username
Make sure that the characters after the '@' in your Post Office email address are displayed - you might have to click on the down-arrow to do this
In Password, enter your password
Click on Sign in
If you are not a new customer, go to Step 6. below.
If you are a new customer, the 'Choose a secret question / answer' screen is displayed -
a. For Primary Password, enter the password you were given
b. For Secret questions, select a question - for example, you can select 'What is your mothers maiden name?'
c. For Answer, enter your answer to the question
d. Click Submit
The 'Change your password' screen is displayed -
e. For Primary Password, enter the password you were given
f. For New Password, enter a new password of your own choosing - something that's easy to remember
g. For Confirm Password, enter your new password again
h. Click Change Password
The 'Password changed' screen is displayed -
i. Click Go back to My home
Your 'Welcome' screen is displayed
From this screen, you can view and manage your account details, access your email, and lots more -
Check your bill and the amount you owe
View or print your itemised bills
Keep track of how much you are currently spending and using
Track your orders
View and manage your emails
Set up a Direct Debit
Choose not to be sent paper bills
Add new HomePhone call features
Upgrade to another Package
Add or change your 10 �Loved Ones' numbers to make sure you are making the most of your 10% discount to these numbers
Download the Internet Security Software ( if you receive the 'HomePhone and Broadband Premium package )
Submit a 'problem ticket', in case you are having telephone or broadband connection problems.
What should I do if I receive an 'Incorrect username/password combination' message?
If you're seeing an 'Incorrect username/password combination' message when you try to log in to My account, this could be because you've entered the wrong username or the wrong password. Please check the following points -
Double-check that your password and username are spelt correctly -your username is the same as your full email address, however when logging in you only have to type in the first part, before the '@' sign. The '@pobroadband.co.uk' part is common to all Post Office Broadband usernames.
Your password is case-sensitive, so 'password' is NOT the same as 'PASSword' - so you need to enter your password correctly
Please also ensure that the Caps Lock button hasn't been left on, on your keyboard - there's usually a small light on your keyboard to indicate when it's switched on, so make sure that this light is 'off'.
If your password contains a number and you usually use the numeric keypad to the right hand side of your keyboard, then the Num Lock button needs to be on - there's usually a small light on your keyboard to indicate when it's switched on. If in doubt about this, use the number keys across the top of your keyboard instead.
If you are still seeing an 'Incorrect username/password combination' message when you try to log in to My account, then please read on -
- If you have forgotten your password -
- Requesting a new password online -
The password for logging into the My account or My email sections was initially given to you when you first registered for Post Office Broadband.
If you have forgotten your password but still have access to your email through an Email Client Program, such as Outlook Express or Windows Live Mail, then you can request a new password online.
If you only ever use a browser to access your email - 'webmail' - then you will have to contact our Customer Care Line (see below).
On the login screen, type the first part of your email address. Next to Username, type the first part of your email address - the part before the '@'. Then, click on Forgotten my password.
For your protection you will need to answer the security question you set up that you specified when you first registered for Post Office Broadband - for example, it may be 'What is your mothers maiden name'.
Type in the answer to the question next to Your answer, then click on Submit.
If you answer correctly, a screen will be displayed confirming that a new password has been sent to your email address. The message should arrive in your email inbox shortly.
If you answer incorrectly, you will be given the opportunity to try again. For your safety after three failed attempts your account will be locked and you will have to call our Customer Care Line to unlock it.
What should I do if I receive a 'Your Account is Locked' message?For security reasons, if you fail to log in after three attempts, then your account is locked.
Please note that this may be because your account has been suspended due to credit card details having expired or a problem with your direct debit. In either case, please call our Customer Care Line for assistance. You can call our Customer Care Line on 0845 600 3210 Lines are open every day from 7am to 11pm. 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.
How can I change my Post Office Broadband password?
If you need to change your password for any reason you can do so securely online -
Under My help & support, click on Change password
The 'Change your password' screen is displayed
For Primary password, enter your current password
For New password, enter your new password
Letters and numbers are allowed, as are the full stop and hyphen (-) characters. No other characters are accepted.
For Confirm new password, enter your new password again
Click Change password
A confirmation screen will appear if all the information is correct, otherwise you will be given the opportunity to try again.
Note, if you use an Email Client Program, such as Outlook Express or Windows Live Mail, you will have to update the settings to use the new password.
If you are unable to change your password
If you have tried resetting your password but it didn't work then try the following - Please check that you have entered the security information exactly as you entered it initially. Remember, passwords are case sensitive so if you included capital letters in your password originally, then double-check that you have used these correctly.
For security reasons, if you fail to log in after three attempts, then your account is locked.
If your account is locked
You may be unable to change your password because your account is locked
This may have happened because your debit card details have expired, or there's a problem with your Direct Debit, or because of another reason.
If your account is locked, please call our Customer Care Line
on 0845 600 3210
that we can unlock your account.
Customer Care Line
You can call our Customer Care Line on 0845 600 3210. Lines are open every day from 7am to 11pm. 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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