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Broadband

What would you like to ask a question about? -

Setting up your Broadband

Home Networking

Troubleshooting

Ordering Broadband

Fair Use

 

Setting Up

What computer system do I need to receive Post Office Broadband?

For us to provide the Broadband Service you must have a fully working and licensed personal computer, that meets the following requirements -

Operating System

The computer must run one of these Operating Systems -

  • Windows 2000

  • Windows XP

  • Windows Vista

  • Windows 7

  • Windows 8.

Memory - The computer must have 512 MB or more, of RAM.


Hard Disk -
The computer must have a Hard Disk that has 500MB or more, of  free hard drive space.


Router -
The computer must be connected to a Router that has been supplied by the Post Office.


Broadband Connection -
If you want to connect your computer to the Router by -

  • A wired connection
    - then your computer needs to have an available Ethernet port
     
  • A wireless connection
    - then your computer needs to have a suitable Wireless Adapter. The  Adapter can be fitted internally, or you can use an external Adapter - for example, you can use a USB wireless adapter. The Wireless Adapter should be 'Wi-Fi' 802.11b or 802.11g compatible.

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How do I set up my Post Office Broadband?

To set up your Post Office Broadband, use the supplied Set-Up CD - this was sent to you with the router

  1. Your computer will need to have a CD Drive

  2. Insert the Set-up CD into the CD drive

  3. Instructions on how to set up your Post Office Broadband Service will be displayed, and you can follow these. 

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How fast will my Broadband be?

We always provide you with the fastest service we can. Before you order, we can advise you what to expect. Ask in any Post Office branch, or call our Customer Care Line on 0345 600 3210. Or you can use the 'check availability' feature after you select a Broadband package at www.postoffice.co.uk/broadband-mobile

Whether you choose the 'HomePhone and Broadband Essential' package, or the 'HomePhone and Broadband Premium' package, you will receive a fast, reliable connection. Top speeds vary significantly and are dependent on the distance from the exchange. Please note: The maximum speeds available vary and are determined by your distance from the telephone exchange. The actual speed you receive depends on a few factors like how busy the web is at the time you're using it and how many people are trying to use the particular website.

You will have received a broadband speed estimate when you joined the Post Office. This is an estimate only and the actual speed will vary depending on factors like the quality of your phone line, wiring in your house and interference from electrical devices.

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

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How can I measure my Broadband usage?

Whether you have the 'HomePhone and Broadband Essential', or the 'HomePhone and Broadband Premium' package, the Post Office have set out usage guidelines to ensure that all Post Office Broadband Customers have access to a fast and reliable service.

You may be concerned  about whether you are approaching or exceeding your usage limit for the current month, and how you can measure your usage.

The usage limits are -

  • For Post Office HomePhone and Broadband Essential customers

'HomePhone and Broadband Essential' package customers are limited to a monthly usage limit of 10GB. 'Usage' is defined as the amount of data uploaded plus the amount of data downloaded. We will contact you if you are getting close to exceeding your Usage Limit. If you exceed your Usage Limit in any given month, you may be charged for any such additional usage as set out in the Price List. We will also contact you if you have exceeded your Usage Limit, so that you are aware of any potential charges.

  • For Post Office HomePhone and Broadband Premium customers

If you are a HomePhone and Broadband Premium customer, and your usage exceeds 100GB in any month, then we may reduce your upload and download speeds for the rest of that month. In this case, we will contact you to let you know we are restricting your service in this way.

There are many applications that you can download that will measure your broadband usage, such as Netmeter.

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How do I connect a MAC device to my Wireless broadband?

To connect your MAC device to the wireless broadband, please follow the instructions below:

  1. Click on the Apple icon, select SYSTEM PREFERENCES and click on NETWORK.

  2. Select AIRPORT and click on CONNECT. If Airport is OFF click AIRPORT ON.

  3. Tick SHOW AIRPORT STATUS in MENU Bar. To see when your computer is connected to your wireless network.

  4. Highlight your wireless network in the drop down Menu. The name of the Wireless network can be found on the label on the bottom of your Post Office Router. This will begin with the letters ZyXEL.

  5. You will be prompted to enter a wireless key or similar. Enter the wireless key found on the label on the bottom of your wireless router.

  6. Check that AIRPORT has a Green Light/Airport CONNECTED.

  7. Click Apply/Apply Now. 

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How do I connect an iPad to my Wireless broadband?

To connect your iPad to the wireless broadband, please follow the instructions below:

  1. From the iPad's Homescreen, touch the Settings icon.

  2. In the Settings screen, touch the Network icon.

  3. Touch the WiFi icon and slide it across to the ON position. This will set the iPad to scan for available wireless networks.

  4. A list of wireless networks in your area will appear, including your wireless broadband.

  5. To connect to your wireless broadband (your wireless network name can be identified by checking the label on the bottom of your Post Office Router. This will begin with the letters ZyXEL), touch the network name.

  6. You will be prompted to enter a wireless key or similar. Enter the wireless key found on the label on the bottom of your wireless router.

  7. Next, touch the Join icon at the bottom right of the screen. If your password is correct your iPad will be connected and you will now be online. 

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Home Networking

What is a home computer network, and how do I set one up?

A home computer network can connect all the devices in your home - such as desktop computers, laptops, printers, and scanners.

With a computer network, you can move or copy files between computers, print a document out to any printer, or scan a document and save the file to any computer.

All devices on the network share a single connection to the internet.

You can set up a home network with a Router, which is supplied with any Post Office Broadband Package.

There are two types of network - wired, and wireless -

Setting up a wired network

Up to four devices can be linked through wired connections to the Router that is supplied with any Post Office Broadband Package.

Each device is linked through a separate wired connection to the Router - the 'wired connection' is actually an Ethernet cable. Please refer to your Post Office Broadband Start Up Guide for instructions on setting up a home network. This was sent to you together with the router.

Setting up a wireless network

Up to ten devices can be linked through wireless connections to the Router that is supplied with any Post Office Broadband Package. For each desktop computer you wish to connect wirelessly to, each needs a wireless adapter - for example, a USB wireless adapter. The wireless adapter should be 'Wi-Fi' 802.11b or 802.11g compatible. These are available at most computer shops. Please check the technical specifications or the manufacturer's information before buying a wireless adapter.

Laptop computes often have wireless adapters 'built-in'. If your Laptop computer doesn't have this feature, then you will need a wireless adapter - for example, a USB wireless adapter. The wireless adapter should be 'Wi-Fi 802.11b or 802.11g' compatible. These are available at most computer shops. Please check the technical specifications or the manufacturer's information before buying a wireless adapter.

Please refer to your Post Office Start Up Guide for instructions on setting up a wireless network. This was sent to you together with the router.

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What should I do if my wireless connection stops working?

If you can only connect to the internet from your computer to your Router via an Ethernet cable, then your connection problem lies with the Router's wireless functionality.

If this is the case, then try any of the following -

  • Move the Router closer to the computer and try again.

  • Some electrical appliances can interfere with wireless connections. Turn off other appliances in the vicinity, one by one, and check if that eliminates the problem.

  • Restart the computer, re-enter your wireless security key, and then check the computer has connected to the Router.

    Refer to the manufacturer's instructions which came with your wireless card or laptop computer.


  • Place your Router centrally in your home, close to a phone socket, and a power socket. Avoid placing the Router near a microwave oven, fridge, Freeview box, or any metallic surface

  • Set up a wired connection, as this may be a more reliable solution. With wired connections, each device is linked through a separate wired connection to the Router - the 'wired connection' is actually an Ethernet cable. Please refer to your Post Office Start Up Guide for instructions on setting up a home network

  • It may be a good idea to perform the Home Checks on your domestic wiring.


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How can I make my wireless connection secure?

Routers use various security technologies to prevent unauthorised users connecting to your network.

Routers supplied with Post Office Broadband Packages use an encryption technology called WPA to secure your wireless network. Please refer to your Post Office Broadband Welcome Guide for further instructions.

Further steps

There are further steps you can take to enhance the security of your wireless network, such as -

  • Use firewall and antivirus software to protect your computers

  • Set network passwords and change them regularly

  • Change the admin access password of your Router, rather than leaving it as the default

  • If you enable file-sharing on your computer, do not share your system files, and protect shared folders with a password.

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Troubleshooting

What are 'Home Checks' and how do I carry these out to test my Broadband Connection?

If you have a problem with your Internet Connection, then you can carry out the 'Home Checks', as set out below. You can carry out these checks on your own -

  • Could the problem be caused by a source of electrical interference?

It's possible that faulty or poorly designed electrical equipment inside or close to your home, could be producing interference that is effecting your broadband connection.

 

Have you installed any new equipment recently, that may be producing interference?

 

Does your broadband connection become affected immediately after electrical equipment is turned on or used - and the connection is restored when the equipment is turned off? This can be easier to spot if the fault re-occurs at the same time of the day, for instance: whenever the central heating turns on, or at dusk when the streetlights come on.

 

Also, if your neighbours have broadband, check with them: if they are experiencing a similar pattern of connection problems to your own. If they are, then this indicates a possible interference problem in the local area.

 

Electrical equipment can be a source of interference - for example, components within the power supplies of televisions, video recorders, satellite receivers, computer hardware (such as monitors, printers and scanners) and electric central heating, can operate in a faulty condition.

 

Lighting equipment can be a source of interference - fluorescent strip lighting, flashing seasonal lights, garden, or security lights can operate in a faulty condition.

 

Once you've identified the equipment that's causing the interference, then you can just turn it off when you need to be on online until you get a chance to replace it - or you may be able to eliminate the interference by just replacing the equipment's power supply.

 

If you suspect that interference is affecting your connection, but cannot identify or eradicate its source, then you can call our Customer Care Line on 0345 600 3210 and ask for advice.
 

  • Could the problem be caused by faulty wiring that connects the BT Master socket to your telephone and Broadband router?

If you have a problem with your Internet Connection, then you can carry out the wiring checks, as set out below, to test the wiring that connects the BT Master socket to your Broadband router.

 

You can carry out these checks on your own, but you may find that you'll need to re-arrange the wiring that connects the BT Master socket to your telephone and  Broadband router - you can always arrange the wiring back to the way it was originally.

 

To test the wiring that connects the BT Master socket to your Broadband router -

 

  1. If you are a new POL Customer, it may be that your Broadband Service is not yet 'live' - you can find your Broadband Go-Live date in the Welcome Guide or 'Welcome' emails that you were sent when you signed up to the Post Office Broadband Service

  2. From the BT Master socket, connect only a single microfilter

  3. Connect a telephone to the microfilter's telephone socket

  4. Connect the Router to the microfilter's Router socket (this is marked 'DSL' and is grey in colour)

  5. Check that the Route is connected to it's Power Adapter

  6. On the Router, check that the green 'POWER' light is on -

    • If the power light is not on, check that the plug from the power supply is pushed all the way into the 'POWER' socket

    • If the power light still does not come on, press the POWER button and wait for about 30 seconds for a solid green light to come on.


  7. Now check that the Internet is working on your computer -

    • If the Internet IS working now

      - it's possible that the problem was a loose connection, or damaged home wiring, or it was a device connected to the line / extension sockets that was causing a fault

      In order to determine which device is at fault you will need to remove all equipment from the line and connect them back together again, one by one, and check which device causes the fault to re-appear. In case the above process does not help to identify the suspect device causing the issue then the problem could be with internal home wiring

      If you still cannot identify what the fault might be, call our Customer Care Line on 0345 600 3210, and they will be able to run some tests.

    • If the Internet IS NOT working, then find your Set-Up CD, and run the CD. From the 'What would you like to do?' screen, click on Run Diagnostics,, and follow the instructions, or -

    • If you cannot identify the fault, call our Customer Care Line on 0345 600 3210, and they will be able to run some tests.

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How do I use my Set-up CD to test my Broadband Connection?

The Set-Up CD was sent to you together with the router. The Set-Up CD includes set-up instructions, and programs that set up your new Broadband service and perform checks on the quality of the service that you are receiving.

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I have just set up my broadband but I am experiencing short breaks in connection. How do I fix this?

If you are experiencing short breaks in connection, then please note that after the initial connection to the Post Office Broadband service, the connection can take up to an hour to stabilise, and, in a few cases up to 24 hours.

 

During this time you may experience an intermittent connection - usually accompanied by a flashing light on your Router. This is normal and is not a fault with the service. It is caused by the exchange testing different speeds to determine the fastest stable speed for your line conditions. Once this process is complete, your service should stabilise.

 

Note that, although you should have a stable broadband connection after the first hour, the service in fact takes a further 10 days to identify and settle at the final optimum speed for your phone line. During this period you may notice your broadband speed fluctuating. Again, this is a normal characteristic of the way the service works and is not a fault.

 

If you are still having problems, then please contact the Post Office - or you can use the ticket system in your Online Account, at pobroadband.co.uk and a Post Office agent will reply to you at a convenient time for yourself.

Go back to the list of 'Broadband' FAQs 

 

My broadband has been set up for a while but I am still experiencing short breaks in my connection. How do I fix this?

If you are experiencing short breaks in your Internet connection, this probably means that the Post Office Broadband Service is automatically adjusting the connection speed on your line to a speed that is the fastest and most stable.

This adjustment process operates when electrical interference has been detected on the line that your Internet connection uses. This automatic speed-adjustment is known as 're-synching'.

If you are experiencing breaks in your Internet connection over a long period of time, then the problem needs to be
investigated -

  • Could the problem be caused by a source of electrical interference?

It's possible that faulty or poorly designed electrical equipment inside or close to your home, could be producing interference that is effecting your broadband connection.

 

Have you installed any new equipment recently, that may be producing interference?

 

Does your broadband connection become affected immediately after electrical equipment is turned on or used - and the connection is restored when the equipment is turned off? This can be easier to spot if the fault re-occurs at the same time of the day, for instance: whenever the central heating turns on, or at dusk when the streetlights come on.

 

Also, if your neighbours have broadband, check with them: if they are experiencing a similar pattern of connection problems to your own. If they are, then this indicates a possible interference problem in the local area.

 

Electrical equipment can be a source of interference - for example, components within the power supplies of televisions, video recorders, satellite receivers, computer hardware (such as monitors, printers and scanners) and electric central heating, can operate in a faulty condition.

 

Lighting equipment can be a source of interference - fluorescent strip lighting, flashing seasonal lights, garden, or security lights can operate in a faulty condition.

 

Once you've identified the equipment that's causing the interference, then you can just turn it off when you need to be on online until you get a chance to replace it - or you may be able to eliminate the interference by just replacing the equipment's power supply.

 

If you suspect that interference is affecting your connection, but cannot identify or eradicate its source, then you can call our Customer Care Line on 0345 600 3210 and ask for advice.
 

  • Could the problem be caused by faulty wiring that connects the BT Master socket to your telephone and Broadband router?

If you have a problem with your Internet Connection, then you can carry out the wiring checks, as set out below, to test the wiring that connects the BT Master socket to your Broadband router.

 

You can carry out these checks on your own, but you may find that you'll need to re-arrange the wiring that connects the BT Master socket to your telephone and  Broadband router - you can always arrange the wiring back to the way it was originally.

 

To test the wiring that connects the BT Master socket to your Broadband router -

 

  1. If you are a new POL Customer, it may be that your Broadband Service is not yet 'live' - you can find your Broadband Go-Live date in the Welcome Guide or 'Welcome' emails that you were sent when you signed up to the Post Office Broadband Service

  2. From the BT Master socket, connect only a single microfilter

  3. Connect a telephone to the microfilter's telephone socket

  4. Connect the Router to the microfilter's Router socket (this is marked 'DSL' and is grey in colour)

  5. Check that the Route is connected to it's Power Adapter

  6. On the Router, check that the green 'POWER' light is on -

    • If the power light is not on, check that the plug from the power supply is pushed all the way into the 'POWER' socket

    • If the power light still does not come on, press the POWER button and wait for about 30 seconds for a solid green light to come on.


  7. Now check that the Internet is working on your computer -

    • If the Internet IS working now

      - it's possible that the problem was a loose connection, or damaged home wiring, or it was a device connected to the line / extension sockets that was causing a fault

      In order to determine which device is at fault you will need to remove all equipment from the line and connect them back together again, one by one, and check which device causes the fault to re-appear. In case the above process does not help to identify the suspect device causing the issue then the problem could be with internal home wiring

      If you still cannot identify what the fault might be, call our Customer Care Line on 0345 600 3210, and they will be able to run some tests.

    • If the Internet IS NOT working, then find your Set-Up CD, and run the CD. From the 'What would you like to do?' screen, click on Run Diagnostics,, and follow the instructions, or -

    • If you cannot identify the fault, call our Customer Care Line on 0345 600 3210, and they will be able to run some tests.

Go back to the list of 'Broadband' FAQs

 

How can I improve my Broadband speed?

Sometimes the amount of traffic on the network can cause slowness, or an individual website may be 'slow', but if you're suffering from a consistently poor connection speed on all the websites you visit, here are some things to try -

Check that all wires to your Router are firmly connected

Use the main telephone socket -

Try to connect your Router directly to your home's main telephone socket, with a microfilter connected in-between the two.

Don't use an extension telephone socket if it can be avoided - using an extension telephone socket will increase the chances of receiving electrical interference.

You can consider connecting your computer wirelessly to your Router, instead. 

Avoid heavy traffic -

The speed of your Internet connection depends on a number of factors - one important factor is how many other people are using the network in your house, and another important factor is whether it is a 'peak period' or not. The peak period is around 5pm to 12 midnight.

So, for example, if someone uses peer-to-peer software in your household, they can schedule their internet use at times when other people aren't using the internet.

Is your computer powerful enough? -

Generally, the more powerful computer that you have then the faster your browsing experience will be. For us to provide the Broadband Service, you must have a fully working and licensed personal computer that meet a set of requirements. To see the requirements, click here

Keep your Router away from sources of electrical interference -

Common household electrical items can affect your broadband speed -

So make sure that your Router is placed at least five feet away from any of these -

  • Dimmer switches

  • Stereo or computer speakers

  • Christmas Tree lights

  • Halogen desk lamps

  • Televisions and monitors

  • 900MHz cordless telephones

  • AC Mains cords.

Clear your browser's cache - 

Slow web pages can also be caused by a full cache of web pages or incorrect settings in Internet Explorer. To clear the cache, improve speed and also restore your default settings -

  1. Open Internet Explorer

  2. Click on Tools in the top menu

  3. Select Internet Options

  4. On the General tab, click on Delete Files and then click OK

  5. Click on the Advanced tab at the top

  6. Click on Restore Defaults

  7. Click on Apply, then click on OK

  8. Restart the computer and try again.

Pause any background downloads -

If you are downloading video, music, or other files, then your connection will slow down - and consequently, browsing the web may be a slower experience. To improve your broadband connection speed pause the download, and resume it at a later time.

Check for Spyware / Adware -

Are there any programs running in the background which may be affecting your connection speed? Viruses, spyware and some adware are together known as malware (short for "malicious software"). These programs can get on to your computer without your knowledge and run in the background while using up resources.

Click here to find out more about spyware/adware and how to remove it.

Check your firewall -

Have you raised the "security level" or equivalent setting on your firewall software? If you have it set to a very high security level this may give the appearance of a slower connection. This is because when the security level is high your firewall software will be closely examining everything being downloaded to your computer, which takes time. This is a matter of personal choice, but you may wish to consider lowering the security level to the default or normal setting in order to speed things up.

Also, check that you are only running one firewall and one antivirus program. Running more than one of each can cause processor overload and incorrect message reporting on intruder detection, hacker attacks, and more commonly virus reporting.

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Recommended tests for slow internet speed and related issues

If you are experiencing internet speed related issues then it is recommended that you should run the three tests below (Speed, Traceroute, Ping) before calling the Technical Support team. These tests will help the Technical Support team to understand and diagnose your problem. Detailed instructions for how to run these tests, capture results and send these to the technical team are given below.

PART 1 - All customers experiencing speed issues are advised to run the tests recommended in this section.

1. Before running the tests -

Disable the wireless on the router. In the picture shown below for Zyxel AMG1302 router there is a Wireless LAN Button which should be switched off while running these tests. Once all the tests are complete then this can be switched back on. If you have got any other variant of the router then please refer to its user manual for how to disable the wireless.



While running these tests please ensure to switch off all other devices (PC's / Laptops / iPad / Smartphones etc) which you use for accessing internet at home and leave only one device switched on and connected to the internet (via yellow cable).

The router should be connected to the Master socket for running these tests. The Master socket is the main socket in the property and connects directly to the incoming telephone line. All the other sockets in the property connect to it.



Using a hard wired (Ethernet) connection, please connect a PC or a laptop directly to the router as shown below.



2. Run a Speed Test / Traceroute / Ping Tests -

Run Speed Tests - complete 3 speed tests at 3 different times of the day by visiting the online location http://internet-speedtest.net.

You will see the following screen, select the "Begin Test" button.



This will then start the Download and Upload speed tests as shown in the screenshot below



Once the speed tests are complete you should get results in the format as shown in the example screenshot below. Important Note - Please ensure to correctly enter your home telephone number at the bottom left of the following screen. Select “Go” once you have entered your home telephone number.



This should then display the results of the speed test as below.



Once you have completed the speed tests then these results will be automatically sent to us and you do not need to do anything more for this test..

Open a command prompt window to perform further tests - On a laptop or a PC following the instructions below.

a. Click the Start button (typically bottom left hand corner of the screen)



b. Type “cmd” in the pane that pops up and click enter



c. This will open up a command prompt window for a machine running Windows7 - see the screenshot below. If this does not work for the machine you are using, then please refer to its user guide accordingly for opening the command prompt window. Where the oval shape is in the screenshot below, you should see the username of your laptop or pc.



Now run a Traceroute test in the command prompt window - complete 3 trace routes by following the instructions below -

a. First type "cd Desktop" so the bottom line shows as "C:\Users\xyz>cd Desktop", as per screenshot below. "xyz" represents the name of the user of the laptop or pc, for example in the screenshot below, the user is "coxg". Your screen will show a different username.



b. Now press the Enter button on your keyboard. After pressing Enter, the following line will appear "C:\Users\xyz\Desktop".

c. Now type "tracert internet-speedtest.net>>PingTraceRouteResults.txt", as per screenshot below.



d. Now press the Enter button on your keyboard

e. Repeat steps c. to d. 2 more times. The name of the file where the 3 test results will be saved will be "PingTraceRouteResults.txt" and this will be available on your desktop. The file will look similar to the screenshot below.



Now Run Ping tests - complete 3 ping tests by following the instructions below -

a. Now type "ping www.google.co.uk>>PingTraceRouteResults.txt", as highlighted in yellow in the screenshot below



b. Now press the Enter button on your keyboard.

c. Complete steps a. to b. 2 more times. You should end with a screen looking like the below.



Now you have completed the above tests, you need to notify us of the results.

Please send an email to Post Office email address support@pobroadband.co.uk with the "PingTraceRouteResults.txt" file attached. Remember, this file is available on your desktop.
Note - If you are uncertain how to add an attachment to your Webmail, read the FAQ "How do I attach a computer file to an email and what is the largest size of the attachment?" by clicking here.

The Subject of the email needs to be "Ping and Trace Route Results - xyz", where "xyz" is your home telephone number provided by Post Office. For example, "Ping and Trace Route Results - 01234 567891".
Note - Please call the Technical Support team after 2-3 working days of sending an email with these test results. Alternatively, you can send the email after completing your tests and then call the Technical Support team to inform us of the results whilst on the phone.

PART 2 - Additional Tests

It is possible that the Technical Support team may need additional information and you may be advised to run further tests. Please check with the Post Office Technical Support team if you need to run the tests below.

Run Speed throughput test

Complete 3 separate speed tests at 3 different times throughout the day by visiting the online location http://speedtest.btwholesale.com

a. After visiting the above location, please follow the given guidelines on the screen, see screenshot below. These are highlighted in red, listed 1 to 8.

b. You need to select the "Yes" radio button (circled in the screenshot).

c. Then click the "Begin Test" button.



Once these tests are complete, you will see the below screen.



Please make a note of the above results from Download Speed, Upload Speed and Ping Latency.
Note - After running these tests 3 times you will have 3 sets of results.

In the following screen enter your home phone number against "Telephone number of the broadband circuit" and click the "Run Diagnostic Test" button.



Please ensure to correctly enter the home telephone number when the test is run.

Once complete, please proceed to next step.

Run Traceroute tests

Complete 3 traceroutes to speedtest.btwholesale.com and capture the results in a file as shown below.

a. Click Start



b. Type "cmd" in the pane that pops up and click enter



c. This will open up a command prompt window for a machine running Windows7. If this does not work for the machine you are using, then please refer to its user guide accordingly for opening the command prompt window.

d. Type "cd Desktop" and click the Enter button on the keyboard

e. On the next line, type "tracert speedtest.btwholesale.com>>PingTraceRouteResults.txt". The line should appear as "C:\Users\xyz\Desktop>tracert speedtest.btwholesale.com >> PingTraceRouteResults.txt".
"xyz" represents the username of the laptop or pc

f. Now click the Enter button on the keyboard

g. Repeat steps e. to f. 2 more times. Your screen should appear similar to the below screenshot



h. The name of the file where the results will be saved is "PingTraceRouteResults.txt" and this is available from your desktop

Now you have completed the final tests, you need to notify us of the results.

When these additional tests have been run, send the results from PART 1 and PART 2 to the Post Office team.

Please send an email to Post Office email address support@pobroadband.co.uk with the "PingTraceRouteResults.txt" file attached. Remember, this file is available on your desktop.
Note - If you are uncertain how to add an attachment to your Webmail, read the FAQ "How do I attach a computer file to an email and what is the largest size of the attachment?" by clicking here.

The Subject of the email needs to be "Ping and Trace Route Results - xyz", where "xyz" is your home telephone number provided by Post Office. For example, "Ping and Trace Route Results - 01234 567891".
Note - Please call the Technical Support team after 2-3 working days of sending an email with these test results. Alternatively, you can send the email after completing your tests and then call the Technical Support team to inform us of the results whilst on the phone.

Go back to the list of 'Broadband' FAQs

I am experiencing issues trying to access certain websites (browsing issues), what can I do?

If you are experiencing issues trying to access one or a number of websites, you can perform the following checks to try and find the cause and fix to the problem.

  1. Is your Home Phone line working correctly? If you are experiencing problems with your Home Phone line then this needs investigating first as a priority. See What are 'home checks' and how do I carry these out to test my broadband connection above

  2. Try accessing common sites such as www.google.co.uk and www.bbc.co.uk. If you can access these successfully then try cleaning 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

    Further checks available include;

  3. Double check the spelling / address of the website you are trying to access

  4. Try accessing the website with a different browser

  5. If you have multiple windows open in the background, they may be using up your computers CPU, close some windows you no longer need

  6. Check you do not have a Windows or Mac dialog box sitting open and unanswered in the background somewhere. It may be stalling the computer while it awaits a yes/no input from you

  7. You can try accessing the same website with another computer or internet enabled device e.g. smart phone. If you can access the website with another device then it is likely some setting on your device preventing access. Note – if Flash support is required to access the website, keep in mind Apple devices do not support Flash

  8. If the problem is only happening at certain times of the day e.g. evenings, weekends, then this can be a congestion related throughput issue i.e. many people trying to access at the same time

  9. You can try shutting down and restarting your equipment. Perform a full shut down and restart of your machine and router

  10. The browsing issue may simply be a website / external internet server issue and you should try accessing the website after some time

Go back to the list of 'Broadband' FAQs

My broadband was working fine previously and now has suddenly stopped working. How do I fix this?

If you visit a website and your browser displays an error message along the lines of "404 - page not found" or "page cannot be displayed" then there are a number of possible explanations - for example, the website itself may be experiencing technical difficulties or you may have mistyped the web address or followed a link that was out of date.

However, if you get similar error messages for every website you look at then there is probably a problem with your internet connection. If that's the case then you can try the following-

Check if there is a problem with the phone line

If you don't hear a dial-tone when you pick up the phone, there may be a problem with the telephone line. If your phone line is not working, generally this will also mean you are unable to connect to the broadband service.

Check if there is a problem with your equipment

Are the lights on your Router lit up as normal? If not, it's worth checking the cables to make sure nothing has become disconnected. You can also try rebooting your Router - just remove the power lead for 30 seconds and then plug it back in and leave it for another 30 seconds to allow it to complete its reboot cycle.

Check if there is a temporary fault in your area

The first thing to consider is that there may be a localised and temporary fault with the broadband service in your area. Check the status of broadband services in your area. If there is a problem in your area, then there is nothing that can be done except to try again later. In the case of planned service outages, which have to be carried out occasionally to allow maintenance of the network, then your connection will probably be back on in a few minutes.

Check that the speed of your connection isn't just very slow

If the speed of your Internet connection drops almost to nothing, then any operation you carry out - for example, sending / receiving email or surfing the web- 'times out', and your computer gives up waiting for a response, and you get an error message. Read the help article above on troubleshooting slow web connections for advice.

Customer Care Line

You can call our Customer Care Line on 0345 600 3210. Lines are open Monday to Friday 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.

Go back to the list of 'Broadband' FAQs


I'm experiencing broadband connection problems, and I don't hear a dial tone when I pick up my telephone. What should I do now?

If you don't hear a dial tone when you pick up the handset, the problem could be with the handset itself, or with the telephone line - if you have a second handset that's connected, then it's worth checking that for a dial tone too, in case the fault is only on one handset.

If your phone line is not working, generally this will also mean you are unable to connect to the broadband service.

Even if there is simply a poor connection somewhere that results in noise or crackling on the line, your broadband connection will be intermittent, at best. If you are experiencing a problem on with your telephone line, then find a working phone and contact us on the number below.

We can run a test on your HomePhone, and if necessary arrange for an engineer to fix the problem. There is no charge for this service unless the engineer is called out and nothing is found to be wrong with the line, in which case a call out charge is added to your bill.

Go back to the list of 'Broadband' FAQs

 

I'm experiencing Broadband connection problems - how do I raise a Problem Ticket?

If you are experiencing a Telephone or Broadband connection problem, you can 'raise a Problem Ticket' through your Online Account, at pobroadband.co.uk

A Post Office Customer Support agent will contact you in regard to the problem you're having, using a contact method you choose Telephone, Email, or Post. To raise a Problem Ticket, please follow these instructions -

  1. If you haven't signed into your Online Account yet, then -

  2. a. Browse to your Online Account, at pobroadband.co.uk

    b. Enter your Username and Password

    c. Click on Sign in, and your 'Welcome' screen is displayed.


  3. Under 'My help & support', click on Need our help


    - the 'Need our help' screen is displayed - if you have submitted any Problem Tickets in the past, then these are displayed here


  4. Under 'Options', click on Raise a problem ticket


    - the 'Raise problem ticket' screen is displayed

  5. Click in the Description box

  6. Enter a description of the fault, for example; 'My broadband runs very slowly'

  7. Click on Next

  8. - the 'Select contact method' screen is displayed

  9. Click on Telephone, Email, or Post, according to which method you would like to be contacted

  10. Click Next

    If you selected -

Telephone, then -

  1. Click in the Telephone number box

  2. Enter the telephone number that you wish to be contacted on - enter the number without spaces

  3. Click on Next

  4. Click on the Appointment time 'down-arrow'

  5. Click on your required appointment time - Morning, Afternoon, or Evening

  6. Click on Next

     - the details of your request are displayed. 

'Email', then -

  1. Click in the Email address box

  2. Enter the Email address that you wish to be contacted through

  3. Click on Next

    - the details of your request are displayed.

Post, then -

  1. Click on Select Address - or to enter a new address, click on Change Address

  2. Click on Next

    - the details of your request are displayed

    Go back to the list of 'Broadband' FAQs

 

Ordering Broadband

I already have HomePhone. How do I add Broadband?

The quickest way to order Broadband is to use your Online Account.  

The new Online Account replaces mypostoffice.co.uk, as the way you manage your account online

 

To order Broadband -
 

  1. Visit pobroadband.co.uk

    - you can still use the old mypostoffice.co.uk  address but this will simply re-direct to pobroadband.co.uk


  2. Log in using your email address and password

    - 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.


Once you're logged in -,

  1. Click on Upgrade

    The 'Choose your package' screen is displayed

    Click on the package you require Broadband Essential or Broadband Premium

    The 'Select features' screen is displayed

  2. Select any additional features you require


  3. Click Next

    The 'Completing your order' screen is displayed

  4. Check the details and click Next to complete your order

    - once we receive your order we will send you out a new wireless router and will aim to have your Broadband service up and running in 7-12 days. 

Go back to the list of 'Broadband' FAQs

 

What's included with each of the Post Office Broadband packages?

There are two Broadband packages -
 

HomePhone and Broadband Essential 

- is a 10GB monthly usage plan which is aimed at light users. 10GB is a measure of the amount of data that you can download - If you exceed your 10GB allowance, there's no need for concern as there's only a small charge per additional GB of usage

HomePhone and Broadband Premium  

- is an unlimited monthly usage plan (subject to Fair Usage). An Internet Security Software package that includes anti-spam, anti-virus, firewall and parental controls, is included. Please be aware that this software is not compatible with Windows 10.

Whichever Broadband package you receive, it includes a Router, Email, and HomePhone -

Router

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

Email

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

HomePhone

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

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

  • A great range of call features that can be added to your HomePhone - for example, Three-way Calling or Call Divert

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


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

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

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

  • Telephone us on - 0345 600 3210.

Go back to the list of 'Broadband' FAQs

 

How can I view the details of my Post Office Broadband package?

Your Post Office package is the complete list of Post Office services that you receive

Your Package includes -

  • Your HomePhone

  • Your HomePhone call features - for example, Three-way Calling or Call Divert

  • Your Broadband - only if you receive the 'HomePhone and Broadband Essential' package, or the 'HomePhone and Broadband Premium' package.

To view the details of your Package - 

If you haven't yet signed into your Online Account, then -

  1. Go to your Online Account, at pobroadband.co.uk

  2. Enter your Username and Password

  3. Click on Sign in, and your 'Welcome' screen is displayed

  4. Scroll down the Welcome screen

  5. Under 'Current products', are displayed your HomePhone telephone number, and the name of your package

  6. Next to the name of your package, click on View details

  7. The 'Line details' screen is displayed, where you can view your package details.

  8. If you wish, you can -

    • Upgrade your Broadband Package

    For example, you can upgrade from the 'HomePhone and Broadband Essential' package to the 'HomePhone and Broadband Premium' package

    • Add or change the HomePhone call features within your Package

    For example, you can add '500 Anytime minutes to UK Mobiles' to your Package

    Go back to the list of 'Broadband' FAQs

Can I upgrade to another Post Office Broadband package?

Your Post Office package is the complete list of Post Office services that you receive

Your Package includes -

  • Your Landline Telephone Service

  • Your HomePhone call features - for example, Three-way Calling or Call Divert 

  • Your Broadband - only if you receive the 'HomePhone and Broadband Essential package, or the 'HomePhone and Broadband Premium' package. 

 

To upgrade to another Post Office Broadband package - 

If you haven't yet signed into your Online Account, then -

  1. Go to your Online Account, at pobroadband.co.uk

  2. Enter your Username and Password

  3. Click on Sign in, and your 'Welcome' screen is displayed

  4. Scroll down the Welcome screen

  5. Under 'Current products', are displayed your HomePhone telephone number, and the name of your package

  6. Next to the name of your package, click on View details

  7. The 'Line details' screen is displayed, where you can view your package details.

  8. If you wish, you can -
    • Upgrade your Broadband Package

    For example, you can upgrade from the 'HomePhone and Broadband Essential' package to the 'HomePhone and Broadband Premium' package

    • Add or change the HomePhone call features within your Package

    For example, you can add '500 Anytime minutes to UK Mobiles' to your Package

    Go back to the list of 'Broadband' FAQs 

Can I add or change my Homephone call features?

Your Post Office package is the complete list of Post Office services that you receive

Your Package includes -

  • Your Landline Telephone Service

  • Your HomePhone call features - for example, Three-way Calling or Call Divert

  • Your Broadband - only if you receive the 'HomePhone and Broadband Essential package, or the 'HomePhone and Broadband Premium' package. 

 

To add or change your Homephone call features - 

If you haven't yet signed into your Online Account, then -

  1. Go to your Online Account, at pobroadband.co.uk

  2. Enter your Username and Password

  3. Click on Sign in, and your 'Welcome' screen is displayed

  4. Scroll down the Welcome screen

  5. Under 'Current products', are displayed your HomePhone telephone number, and the name of your package

  6. Next to the name of your package, click on View details

  7. The 'Line details' screen is displayed, where you can view or change your package details. For example, you can add '500 Anytime minutes to UK Mobiles' to your Package.

  8. At the bottom of the screen, click Features

The ËœPackages screen is displayed

To -

  • Select a Feature - click on the Feature so that it is selected
  • Delete a Feature - click on the Feature so that it is not selected

  • Click Next to move forward through the screens, as required 

Any cost differences that a change incurs, are displayed.

Go back to the list of 'Broadband' FAQs
 

How can I track the progress of my order?

To check the progress of an order, you can follow this procedure -

If you haven't yet signed into your Online Account, then -

  1. Go to your Online Account, at pobroadband.co.uk

  2. Enter your Username and Password

  3. Click on Sign in, and your 'Welcome' screen is displayed

  4. Under 'Your order history', are displayed your orders

  5. To the right of the order that you are interested in, click on View

TThe 'Order Summary' screen is displayed, where you can view the -

  • Order Details

  • Order Reference

  • Order Date

  • Supply Details

  • Telephone Number

  • Supply Address

  • Selected Package details

  • Payment Details, and the

  • Go-Live date.

If you are still unsure about the progress of an order please contact us./p>

Go back to the list of 'Broadband' FAQs  

What are the Terms and Conditions for the HomePhone & Broadband Service?

Post Office HomePhone with Broadband Service Terms and Conditions are available from Broadband and Phone Terms and Conditions.

Go back to the list of 'Broadband' FAQs

 

Fair Use

What is the Post Office Broadband Fair Usage Policy?

For information on our Fair Usage Policy, please see Broadband and Phone Terms and Conditions


Go back to the list of 'Broadband' FAQs

 

What is Traffic Management?

The term 'Traffic Management' refers to the way that we monitor the amount of data that is uploaded and downloaded by our customers, and what we do to ensure that our customers are not unfairly restricted in their broadband usage by the excessive usage of some customers.

A small number of customers use peer-to-peer file sharing services to upload and download files, such as music and videos, containing very large amounts of data. Please be aware that uploading and downloading copyright files such as music and films without the consent of the copyright owner is unlawful. Those copyright owners are able to seek court orders for us to disclose your details to them.

For information on our Fair Usage policy, please see Broadband and Phone Terms and Conditions

Uploading and downloading files uses a lot of network capacity and we will monitor usage by looking at a number of factors including the amount of time excessive usage continues as well as the bandwidth used. The systems that are used to provide Post Office Broadband can identify very high bandwidth users and those using peer-to-peer file sharing services.

Usage Guidelines for Post Office HomePhone and Broadband Essential customers

Post Office 'HomePhone and Broadband Essential customers are limited to a monthly usage limit of 10GB. For the purposes of the definition of Usage Limit, usage is defined as data uploaded and downloaded. We will monitor the level of your usage approximately every four hours.

We will contact you if you are getting close to exceeding your Usage Limit. If you exceed your Usage Limit in any given month, you may be charged for any such additional usage as set out in the Price List - we will contact you so that you are aware of any potential charges.

You can upgrade to the HomePhone and Broadband Premium package, which entitles you to unlimited downloads (subject to this Fair Use Policy), at any time. However, you will be liable for any charges incurred, for downloads in excess of the Usage Limit up to the date you upgrade.

Go back to the list of 'Broadband' FAQs


Customer Care Line

You can call our Customer Care Line on 0345 600 3210. Click here to find opening hours. 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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