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Broadband

What would you like to ask a question about? -

Setting Up

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 0845 600 3210. Or you can use the 'check availability' feature after you select a Broadband package at www.postoffice.co.uk/broadband-phone

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. If you experience any speed issues visit www.postoffice.co.uk/help for tips on how to improve your speed.

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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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 out 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.

If the Internet Connection is not working on your computer  -

  1. If you are a new POL Customer, check that your Broadband Service is '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. Find your Router

  3. Is the Router connected to a Microfilter? Check that the plug from the Microfilter is pushed all the way into the Router 'DSL' socket

  4. Find all the 'BT'-type telephone sockets in the house, and disconnect all plugs from them

  5. Connect the Microfilter directly to the BT master phone socket, so that the connection does not use any long lengths of telephone extension wiring. Check that the plug from the Microfilter is pushed all the way into the BT socket. 

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

  1. Check that the Internet is working on your computer  -

  • If the Internet IS working now, then it's possible that the problem was a loose connection, or damaged extension wiring

  • If the Internet IS NOT working, then run this test -

  1. 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. When the 'Diagnostics' screen is displayed , click 'Run Diagnostics'. (need some clarity as to what sets of results mean what problems - and what the Customer should say to the CEA).

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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 http://www.pobroadband.co.uk and a Post Office agent will reply to you at a convenient time for yourself.

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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 a long-term intermittent problem with your Internet connection, then there are a number of factors that could be responsible. An intermittent connection - possibly accompanied by a flashing light on your Router - is most likely caused by the Post Office Broadband Service automatically adjusting the connection speed in order to maintain the fastest possible stable connection (a process known as 're-synching'). Re-synchs are usually triggered by electrical interference affecting your phone line. The re-synch process requires the broadband signal to be dropped for 20-60 seconds while a new stable speed is identified. Your broadband service should then re-connect automatically.


Is the problem caused by interference in the home?

It's possible that faulty or poorly designed electrical equipment inside or close to your home can emit excessive radio interference that can adversely effect your broadband connection.

The important thing to look out for is if your connection disappears immediately the offending electrical equipment is turned on or used and re-appears spontaneously as soon as 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 then check with them: if they are experiencing a similar pattern of connection failure to yours then this could also indicate an interference problem in the area.

Possible sources of interference are faulty electrical equipment - usually as a result of a faulty or failing components within the power supply. Televisions, video recorders, satellite receivers, computer hardware (such as monitors, printers and scanners) and electric central heating, can operate in this faulty condition.

Another common source of the problem is faulty lighting equipment - fluorescent strips, flashing seasonal lights, garden or security lights.

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 (you may be able to get away with just replacing the power supply). If this is not possible then you should contact our Customer Care Line below and ask the Technical Help Desk for their advice.
 
Ask for a line check

If your connection is consistently slow or intermittent after that initial period you can contact us and we will run a diagnostics test on your line.

You can call our Customer Care Line on 0845 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.

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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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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 0845 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.

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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.

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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, athttp://www.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 http://www.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

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Ordering Broadband

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, privacy protection, Facebook protection and Parental Controls, is included.

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-phone

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

  • Telephone us on - 0845 600 3210.

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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 http://www.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 http://www.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 http://www.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  ˜Packages' 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 strong>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?

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

If you haven't yet signed into span class="style25">your Online Account, then -

  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 '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/p>

  • Order Reference

  • Order Date

  • Supply Details

  • Telephone Number

  • Supply Address

  • Selected Package details

  • Payment Details, and the

  • GGo-Live date.

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

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

You can view or download the Terms and Conditions for the Post Office HomePhone with Broadband Service - to do this, visit www.postoffice.co.uk/broadband-phone/termsconditions

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What is the Post Office Broadband Fair Use Policy?

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


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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 Use policy, go to http://www.postoffice.co.uk/broadband-phone/fairusepolicy

UUploading 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.

We may restrict your usage of peer-to-peer file sharing services at peak times, to ensure fairness to all users. /p>

Peak times are 4pm-Midnight, Monday-Sunday (including Christmas and Bank Holidays), UK time. 

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 (the Usage Limit). 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. /p>

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.

Usage Guidelines for Post Office HomePhone and Broadband Premium customers

If your usage exceeds 100GB in any month, we may reduce your upload and download speeds for the rest of that month. If this happens, we will contact you to let you know that we are restricting your service in this way.  /p>

Go back to the list of 'Broadband' FAQs


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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