Broadband and Phone Terms and Conditions

You’ll find all our current terms and conditions here.

Current terms

Broadband & Phone - Terms and conditions– September 2018
These terms and conditions apply to all residential customers when they take services from us.

Broadband & Phone - Customer complaints code– September 2018

Broadband & Phone - Code of practice – September 2018
The purpose of this Code is to ensure that we follow best practice when dealing with our customers and explain how we go about providing fixed line telecommunication services. The Code of Practice does not affect your legal rights. Nothing in this Code of Practice forms part of the agreement between you and us.

Broadband & Phone - Vulnerability Policy – September 2018
This policy outlines our approach for looking after the needs of vulnerable customers.

Broadband & Phone – Fair and Acceptable Use Policy – February 2018

Post Office Wi-Fi Squad Terms and conditions  – August 2017

Ofcom General Conditions

Ofcom General Conditions of Entitlement (1517Kb)  – Publication Date: 19 September 2017 and effective from 1 October 2018

Other

Broadband & Phone Cancellation Form (569Kb)

Archived terms

Terms and conditions (90kb) – February 2018

Terms and conditions (88Kb) – July 2017

Terms and conditions (123Kb) – March 2017

Terms and conditions (123Kb) – November 2015

Terms and conditions (1540Kb) – April 2015

Terms and conditions (1537Kb) – June 2014

 

Code of practice (63kb) – March 2017

Code of practice (63Kb) – December 2015

Code of practice (75Kb) – November 2015

Code of practice (174Kb) – June 2014

 

Fair usage policy (48Kb) – March 2017

Fair usage policy (48Kb) – November 2015

Fair usage policy (1,499Kb) – August 2014

Fair Use Policy (62Kb) – July 2013

Fair Use Policy (1,577Kb) – June 2012

Promotional Terms

FEBRUARY 2018 – APRIL 2018

All Introductory offers are available from 1st February 2018 to 30th April 2018 for new sign ups with a working phone line only (excludes cable phone lines). Where a new phone line is required, an installation charge will apply. You will be provided details of these charges before you place your order. Fixed price refers to monthly broadband charge and does not include call charges and any extras you choose.

UNLIMITED BROADBAND (UP TO 17MB) £19 a month for a 24 month contract plus £0 upfront, £28 a month for an 18 month contract plus £7 upfront, £23 a month for a 12 month contract plus £7 upfront. Full monthly price (currently £28 a month) thereafter. Price includes line rental. The package has broadband with download speeds of up to 17MB (your exact download speed estimate will be provided at the point of sale).

UNLIMITED FIBRE BROADBAND (UP TO 38Mb*) £28.00 per month for a 24 month contract plus £25 upfront. £36.00 per month for a 18 month contract plus £60 upfront. Full monthly price (currently £36.00 per month) thereafter. Price includes line rental.

UNLIMITED FIBRE BROADBAND PLUS (UP TO 76Mb*) £32.00 per month for a 24 month contract plus £25 upfront. £41.00 per month for a 18 month contract plus £60 upfront. Full monthly price (currently £41.00 per month) thereafter. Price includes line rental.

AFFILIATE PARTNER OFFERS: Unlimited Broadband (Up To 17mb) is just £19 a month for 18 month plus £0 upfront. Minimum 18 month contract applies. Full monthly price (currently £28.00 per month) thereafter. Price includes line rental. Call charges and Fair and Acceptable Use policy apply. If you sign up to this offer, you’ll also be subject to the Post Office Broadband terms and conditions which are available at http://www.postoffice.co.uk/broadband-phone/terms

All broadband packages assume that you will use online billing and you must provide a valid email address in order to receive your online bill. If you would like paper bills, the charge is £1.50 per bill for all broadband packages. Large print and braille bills are always available at no charge, please call us to opt in.

Broadband services and offers are all subject to status, acceptance and availability in your area. Call charges and and Fair and Acceptable Use policy apply. If you sign up to any of these offers, you'll be subject to Post Office Broadband terms and conditions which are available here.

For all introductory offers, the advertised monthly broadband charge will not increase during the minimum contract period. However, other charges, such as call charges, call packages and any other features which you add, may change at any time during your contract. The terms of your contract may also change at any time. We’ll tell you about important changes in advance, and if a change is detrimental you’ll be able to end your contract without any fees.

3 MONTHS FREE ANYTIME CALLS & HOME PHONE: Offer ends 30th April 2018 and only available to new customers who sign up to the Anytime calls package when placing an order for a Post Office Home Phone package. Introductory price of £0 a month for 3 months, you’ll be automatically charged the full monthly price (currently £9 a month) at the end of your free period until you cancel. To cancel please contact our Customer Service team on 0345 600 3210 before the end of your free period.

SEPTEMBER 2017 – JANUARY 2018

£19 UNLIMITED BROADBAND: Introductory offer available from 18th September 2017 to 31st January 2018 for new sign ups with a working phone line only (excludes cable phone lines). Where a new phone line is required, an installation charge of £20 will apply. Offer subject to status, acceptance & availability in your area.

UNLIMITED BROADBAND (UP TO 17MB) is just £19 a month for 18 months, full monthly price thereafter (currently £28) and £0 upfront. Price includes line rental. Call charges and Fair Usage policy apply. If you sign up to any of these offers, you’ll be subject to the Post Office Broadband terms and conditions which are available at www.postoffice.co.uk/broadband-phone/terms

UNLIMITED FIBRE BROADBAND: Offer ends 31st January 2018. For new sign ups with a working phone line only (excludes cable phone lines). Where a new phone line is required, an installation charge of £60 will apply. Post Office Unlimited Fibre Broadband package is just £28 a month for 18 months, full monthly price thereafter (currently £36), free router delivery and fibre connection. Price includes line rental. 18 month minimum term apply.

UNLIMITED FIBRE BROADBAND PLUS: Offer ends 31st January 2018. For new sign ups with a working phone line only (excludes cable phone lines). Where a new phone line is required, an installation charge of £60 will apply. Post Office Unlimited Fibre Broadband Plus package is just £32 a month for 18 months, full monthly price thereafter (currently £41), free router delivery and fibre connection. Price includes line rental. 18 month minimum term apply.

All broadband packages assume that you will use online billing and you must provide a valid email address in order to receive your online bill. If you would like paper bills, the charge is £1.50 per bill for all broadband packages. Large print and braille bills are always available at no charge, please call us to opt in.

Broadband services and offers are all subject to status, acceptance and availability in your area. Call charges and Fair Usage policy apply. If you sign up to any of these offers, you’ll be subject to the Post Office Broadband terms and conditions which are available here.

For all introductory offers, the advertised monthly broadband charge will not increase during the minimum contract period. However, other charges, such as call charges, call packages and any other features which you add, may change at any time during your contract. The terms of your contract may also change at any time. We’ll tell you about important changes in advance, and if a change is detrimental you’ll be able to end your contract without any fees.

BLACK FRIDAY ONLINE EXCLUSIVE £30 CREDIT PROMOTION TERMS: Our Black Friday Online Exclusive £30 credit promotion is available exclusively online between 20th November – 27th November 2017 to new customers purchasing our Unlimited Broadband (up to 17Mb*) package on www.postoffice.co.uk only.

Orders placed outside of these dates and via any other channel (e.g. in Post Office branches or over the phone) do not qualify for this offer. The terms and conditions for our Unlimited Broadband (up to 17Mb*) package set out above apply. All services are also subject to Post Office Broadband standard terms and conditions. See here for full terms and conditions and further information.

£30 credit will be applied as an account credit to your broadband account and can be used towards your broadband and phone rental and charges – account credit cannot be exchanged for cash, redeemed for other Post Office products and services or transferred to another broadband or phone account. Post Office reserves the right to remove the offer at any time including prior to the advertised end date without notice.

Once you have placed your order for the Unlimited Broadband (up to 17Mb*) package and we have received your details, your order will be checked to ensure your broadband service is active. If your service is active your £30 credit will be applied to your new account and you will see this appear on your bill as “£30 Cash Back Credit”. Please allow up to 45 days from your service being activated for your credit to be applied.

HOME PHONE £15 INTRODUCTORY OFFER TERMS: Offer available from 18th September 2017 to 31st January 2018. Introductory line rental price of £15 a month for 12 months, full monthly price thereafter (currently £16.99) will apply. Offer not available to customers taking broadband packages. Subject to status, acceptance and availability in your area. Call charges apply. See here for full terms and conditions, and further information. If a customer on the offer selects line rental saver or upgrades to a broadband package then the applied offer will be removed. The standard charge for the new line provide installation is £60. However as a part of the running promotion the new line provide installation is discounted to £20.

Existing customers

Broadband and HomePhone Support

8am to 8pm, Monday to Saturday

9am to 6pm, Sunday

0345 600 3210

0345 600 3210

Help

Free UK support team

8am to 8pm, Monday to Saturday

9am to 6pm, Sunday

0800 092 0514

0800 092 0514