down-arrow icon

Coronavirus information
 

Broadband and phone

Upates to our services and your most common queries


Service updates

 

Please help us keep our phone lines free for our most vulnerable customers.

 

Due to the coronavirus pandemic we have fewer people working in our call centres. So we’ve made some changes to the way we work to make sure we stay here for you.


If you need help, please try our support pages or My Account, where it can be faster and simpler to get answers to common questions. You’ll be helping us to prioritise calls from our most vulnerable and elderly customers, so thank you.

 

Our pages also have a Live Chat function you can use to ask us your queries, however please be aware that it may not be compatible with all browsers.

 

Support for our vulnerable customers

Many of our customers are vulnerable and rely on their phone as their only means of keeping connected with family, friends and critical services. That’s why we’re focusing our resources on helping these customers first.

 

If you’re a vulnerable customer, we’re committed to giving you extra support and will be working to prioritise fault-fixing and engineer appointments.

 

Getting in touch with us

 

We’ve temporarily limited our call centre availability. To protect our colleagues’ health and well-being our contact times are now 9am – 5:30pm.

 

Unlimited Broadband for everyone

We’ve removed data usage caps from all our broadband packages so you can stay connected. The majority of customers are already on unlimited packages, but for those customers on older broadband packages with a usage limit, you’ll be able to use your broadband as much as you like without having to worry about additional data charges.

 

10% discount off your top 10 numbers

 

All Post Office Broadband or Phone customers can get a 10% discount off calls to 10 nominated UK landline, UK mobile or International numbers.

To get started, follow the steps below:

 

1. Log into your My Account

2. Navigate to the "My Bills" on the right hand side of the screen

3. Select “10% off Loved Ones calls”

4. Select “Add a Loved One” to start adding your 10 nominated numbers

 

Getting further help, and other information

Troubleshooting
Home engineer visits
Help with bill payments
Appointing someone to act on your behalf
Troubleshooting Home engineer visits Help with bill payments Appointing someone to act on your behalf
alert icon plus icon minus icon check icon

Broadband and phone faults

Experiencing broadband speed issues? 

Understanding what affects your broadband speeds can help solve or at least pinpoint the cause of most common broadband problems.

Please also read Fix slow broadband speeds for more specific advice on how to solve common broadband speed-related issues.

No dial tone or crackling on the line?

Firstly, check your phone isn’t faulty. You can do this by unplugging it from the socket and trying a different phone in the same socket. Also remember to check any extension sockets that you have in the same way.

Your phone isn’t ringing/receiving incoming calls

Try checking these first before you contact us:

  • Is the ringer switched on (on the side of your phone)?
  • Are there more than 4 phones plugged into the circuit (main socket and any
 extensions)?
  • Subscribed to Call Divert? Have you activated divert immediately
  • Subscribed to Call Barring? Have you got incoming Call Barring active?

Total loss of service/partial loss of service

Contact us on 0345 600 3210. Due to limited capacity, we will be giving priority to our most vulnerable and elderly customers to ensure they can remain connected to their families and friends. We appreciate your understanding and patience.

alert icon plus icon minus icon check icon

Post Office uses Openreach to carry out home engineer visits where required to install Post Office Broadband. Openreach will now only be prioritising essential work for vulnerable customers.

We are unable to provide any new appointments until June to install new lines, and this timeframe could be extended.

Most customers looking to switch to Post Office Broadband from another provider will not be impacted by this change.

alert icon plus icon minus icon check icon

Paying your bill in a Post Office branch

We understand there may be customers who can no longer come into a Post Office branch in person to pay their bill. Instead, we have the following options available:

  • Set up a direct debit
  • Internet banking
  • Cheque payment
  • Having trouble paying your bill?

 

Setting up a direct debit 

A direct debit from your bank account is a simple, safe and convenient way to pay your bill. Once it’s set up, your bill will be paid automatically from your bank account a few days after you receive it. This gives you time to check it monthly and raise any queries before the payment is taken.

 

Setting up a direct debit by phone

Call us on 0345 600 3210 with your bank account details and ask to be set up on direct debit.

We'll always try to collect your payment at a similar time each month, however the date your payment is collected may vary by a few days. You'll be advised on your bill when the payment is likely to be collected, which is normally 12 days after your bill date.

Paying your bill using our automated phone service 

Have your debit or credit card handy and call us on 0345 600 3210 from your Post Office landline.

  • When prompted for the reason for your call say “to pay my bill
  • You will be asked to confirm your telephone number. If you have called from your Post Office landline you can simply press 1, otherwise press 2 and enter your Post Office landline number via your keypad when prompted
  • A security question will then be asked to confirm the numeric digits the account holder’s postcode
  • Your balance will now be confirmed back to you and if it is not zero then you will be able to pay it in part or full
  • To pay you will need to enter the full card number, the expiry date and the 3 digit security code
  • You can then enter your mobile number to receive a SMS receipt of payment.

 

Internet banking

If you have internet access, you can use our internet banking service to pay your bill by using the following details:

Account Number: 34778217

Sort Code: 60-40-09

Account reference: use your 8 digit Customer Reference Number. We will use this to credit the payment to your account.

 

Cheque payments

You can pay by cheque by posting to the address below:

Post Office Telecoms – Cheque Payments

PO Box 14125

Selkirk

TD7 9AF

 

Include the payment slip: your payment slip is at the bottom of your bill

Write cheques or Postal Orders payable to: Post Office Limited

On the back of your cheque: write your Customer Reference Number, name and address

 

Having trouble paying your bill?

We’ll be doing our best to support customers who are experiencing financial difficulties due to coronavirus and can offer a range of alternative payment options. If you’re struggling with your bills, please get in touch as early as possible so we can help. Call us on 0345 600 3210. Please remember we are here to help.

 

alert icon plus icon minus icon check icon

If you need assistance in managing and paying your bills, you can notify the Post Office of this request and request a delegated authority on your account.

The delegated authority can:

  • Receive your bill
  • Be notified when a bill has not been paid
  • Pay the bill on your behalf

Call us on 0345 600 3210 and ask to be set up with a delegated authority.

Manage your account online from your computer, smartphone or tablet

down-arrow icon chevron-right icon

Broadband and phone account

We ask that you manage as much of your service online using My Account as possible so we are able to prioritise our most vulnerable and elderly customers. We also recommend reading our help and support articles or making use of our Live Chat.

Revised contact centre times

down-arrow icon chevron-right icon

General enquiries - 0345 600 3210

Monday to Sunday 9am - 5.30pm

plus icon minus icon chevron-right icon

Frequently asked questions about coronavirus