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

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.

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.

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.

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

Revised contact centre times

Frequently asked questions about coronavirus

Can I still switch to Post Office Broadband?

If you're switching to Post Office from another provider who uses the Openreach network (BT, Plusnet, SSE, Now TV Broadband, John Lewis, Shell Energy Broadband, TalkTalk, Sky, Vodafone or EE) and don’t need a new line or engineer visit there should be no impact – you can switch as normal by placing an order through our website.

If you need a new phone line installed, have a fault on your line or are switching from Virgin Media then the switching is likely be delayed.

We have temporarily stopped all sales over the phone so that our support agents can prioritise existing customers, especially those who are elderly or vulnerable. If you want to place a new order, the fastest way will be to use our website.

If you’re an existing customer and would like to change your package or upgrade to Broadband, please use My Account.

How are home engineer visits affected?

Post Office uses Openreach to carry out our home engineer visits where required to install Post Office Broadband as well as repair faults. In light of the government’s latest measures, Openreach will now prioritise fixing our most vulnerable customers’ issues and they won't visit any customers’ homes for non-critical broadband issues.

Most customers looking to switch to Post Office Broadband from another provider will not be impacted by this change as a lot of engineering work can be completed outside of the home. Often broadband connection issues can be fixed without needing an engineer to go into a customer’s property. Where this isn't possible, we’ll work with you to get you connected as soon as possible.