1,366 Customer Reviews over 35 pages
-
- Location
- Somerset
- Reviewing
- Post Office
- Date
- 2016-07-30
- Comments
-
Broadband often slow, especially weekends. Had issues last mont with exceptionally slow or no broadband at all for two weeks, contacted PO they said problem was our end, wires etc? Eventually they decided it may be the router, which it was - sent us one after two weeks then charged us for it! Sometimes when checking phone bill I notice calls which I don't think I have made, mostly mobiles which I will only use my mobile to call on, but can't prove it so have to pay for these calls.
- Location
-
- Location
- Devon
- Reviewing
- Post Office
- Date
- 2017-09-22
- Comments
-
Have had service at 2 different houses now, with 2 different routers and multiple filters etc. Constantly resetting the routers because the connection has dropped. It can't be the line.
Customer service is the worst I have ever experienced and probably ever will. They can only go through one step of a procedure every 24hrs and are utterly disinterested and unconcerned. Generally they mess you around on the phone for hours and finally say. Oh yes we see the problem, lots of faults on the line etc and it all works for a little while. Thats after blaming your hardware such as the filter to give themselves more time. It feels like they switch it to fibre or something for a bit to get you off the line? Anyway the service is a complete Joke and has been for years.
I'd be ashamed if I was the post office but I'm not - and they obviously couldn't care less. Hence I am taking the time to warn everybody else.
They even offered us the chance to get out of the contract and then changed their mind lol. And they also told my wife that we "HAD" to take out another 18 month contract when we changed houses. Thats the level of credibility we are talking about here.
- Location
-
- Location
- South Petherton, Somerset
- Reviewing
- Post Office
- Date
- 2019-06-19
- Comments
-
Post Office Broadband is the worst service I have ever encountered. Lots of buffering and regular shutdown of service - never had that with ANY previous suppliers, EVER, since the creation of the internet! Just a word of advice for others being fed a load of lies by these charlatans - take pics every time the red light appears on the router - they can’t dispute those facts which, in screen-shot form, have a date and time. Also, make formal complaints by email and demand all replies by email - so everything is in writing - just in case you need to go to the ombudsman later. I now even have - in writing from a complaints officer - that the red light is actually, wait for it “a security feature.” I will not let these buffoons get away with providing a partial service yet they readily take their full fees as if they provided a perfect service. Another engineer visit is now lined-up for next Monday but I don’t really expect any miraculous results. We’ll see, but I am going all the way with this one and will not give up until I get a very substantial refund, a huge apology in writing and an acknowledgement that this so-called service is actually some very clever scam!
- Location
-
- Location
- Plymouth
- Reviewing
- Post Office
- Date
- 2016-10-24
- Comments
-
This is a company no self respecting person should use. We switched to them and had nothing but periods of endless weeks with no phone and no broadband. This happened again and again. The fault was always in their exchange. Because we use medical alert systems it was dangerous to us, and brought down our entire medical alarm systems. This incurred extra carer costs. We never got an apology, an explanation, or a refund. Not a single apology. Then, to cap it, it failed yet again. Once again they solved the problem in the exchange. But this time they billed us for £120 for fixing their fault, in their exchange. Their justification for this outrage is that their engineer didn't come in the house. You cannot sort anything out with them on the phone, you get fobbed off, and you get hostile letters. They are a company you cannot get the right side of. Really, do not use. Prospective customers beware! I could go on and list the stupid mistakes they made when putting the phone in, the weeks trying to set it up and get it working, that they duplicated the modem box and neither worked, the fact they didn't know what an ex directory number was and couldn't apply it for months, couldn't apply caller display for months, even though we paid for it, (and of course no refund!) but I think you get the idea. We will be leaving this appallingly amateurish outfit ASAP.
- Location
-
- Location
- Weston s mare
- Reviewing
- Post Office
- Date
- 2020-01-25
- Comments
-
Please avoid .
Why on earth I chose to leave plusnet is beyond me.
Post offive have proved me with the worst service and connection possible. I actually showed 0.18mb the other day during tests. Ping rates hover around 200-300 . As for online gaming ? Forget it. I was trying to stream netflix at 12am last week and logged onto social media briefly , instant buffering until I logged of social media. Only one device can access internet at one time .
Constantly getting kicked mid film or game.
My old iphone works faster on the net when not in the wifi.
Even aol 15 years ago provided my same address with better service.
Ive been offered £40 compensation which is offensive considering what ive put up with.
Avoid at all cost , I cant wait to leave.
- Location
-
- Location
- Great Ayton, North Yorkshire
- Reviewing
- Post Office
- Date
- 2018-10-04
- Comments
-
Totally messed up my switch through their own incompetence, leaving me without broadband or phone for 3 days. I work from home and rely on both. I cancelled immediately and they are now trying to bill me a couple of hundred pounds. They will be talking to the Ombudsman shortly and compensating me. If anyone is tempted by their offers; DON'T DO IT!
- Location
-
- Location
- HARROW
- Reviewing
- Post Office
- Date
- 2020-01-11
- Comments
-
I called post office at the time of when i was moving home and informed them to cancel my broad band at that time they agreed and 1 month later they called me and asked me to pay the bill for the services which i did not even use. So i explained this to them but instead of listening to their customer they started threatening me with bad credit score, they don t have an email where you can write to because on the phone everyone comes up with the different story and keeps delaying you to increase the bill. Worse company i have ever dealt with please avoid.
- Location
-
- Location
- Leyburn
- Reviewing
- Post Office
- Date
- 2021-03-04
- Comments
-
I cannot believe a company is so bad and yet continues to trade.
1) Router was specially requested to go to billing address rather than supply address and despite at least 2 calls prior to activation where I was told delivery was to billing address it still went to the supply address which was empty.
2) When my contract was due for renewal I was going to change supplier but family problems limited me to finding an alternative. I ended up renewing my contract (before the end date) but because it was less than 14 days to the end of my contract I had to pay approximately 10 days as out of contract.
3) I discovered the broadband had failed on Feb. 27th. The last known working date was December 13th. It was reported immediately. It is now March 3rd, I still have no broadband, I am still none the wiser how long my broadband will be down and I am at least £8 worse off in telephone calls trying to find out what is going on.
Needless to say I will not be renewing my contract this time round and am contemplating contacting Ofcom.
- Location
-
- Location
- Birmingham
- Reviewing
- Post Office
- Date
- 2020-08-21
- Comments
-
I’m not one to ever leave reviews neither good or bad ever as I just simply do not find the time but post office have left me with a lot of time to right this one and they do deserve it.
So I live in a student house share with my friend and the agency told us to order which Wi-Fi we want (didn’t really want Post Office anyway was just the only one with a 12 month contract). We ordered this in the middle of July OVER THE PHONE as we were told it would be approved much faster this way and that we would have it a few days earlier than we would if we did the application online. However, this hasn’t been the case. On the phone we were told that we would receive our box around July 28th-30th which we did and that the to live date would be August 5th. We were on holiday from August 1st-8th and we came back to Wi-Fi but it wasn’t the one we ordered (fibre) they gave us the standard. We received an email from them saying that the engineer couldn’t hook up the fibre broadband and that they’ve compensated us in the meantime with the basic standard which we thought was okay but they didn’t give us a reschedule date.
Only 6 days after being back on Friday the 14th the basic standard Wi-Fi stopped working so we rang up to ask what was wrong and it turns out they sent an engineer out to sort the fibre broadband out for us but instead again couldn’t and also disconnected the basic standard by mistake, we immediately asked when could somebody come and fix this as we have student needing to do work and others working from home during the global pandemic but they wouldn’t give an answer they said they would call on the 19th with an update. This was our “compensation” from them and they took it away from us and still to this day haven’t sent someone back just to reconnect one line. On the 19th they called and said they had no update so I argued with them on the phone as by this point a member of the household had lost their job due to not being able to provide their work to their boss. They rang us again later that day only then to say they can book an engineer out for 26th-28th and asked if we would prefer morning or afternoon slots and we said afternoon.
Yesterday the 20th they left us a voicemail to say they will be coming tomorrow Friday 21st (today) between 8am and 1pm which IS THE MORNING SLOT so at last minute some of us have moved our schedules around to ensure we are in as they need access to the property BUT THEY NEVER SHOWED UP! The account holder has rang up to ask what is going on and a member of the household has been sat on the sofa from 8am-1pm staring at the walls due to not being able to at least watch Netflix (we have no signal in the house so can’t even watch live TV either or go on our phones which Post Office know this) and wasted their time and rescheduled a job interview due to loosing previous job as not being able to provide work for their boss! It’s outrageous. The man on the phone has come back to say they need to reschedule for Monday yet it was them that rescheduled only late last night and haven’t even had the decency to let us know that he won’t be coming today.
Worst part of it all is that we have letters and emails saying the go live date is the 5th of August and it will also be recorded from the voice call and they are trying to lie and say that it intact isn’t until almost 2 weeks after!
Every time we have called it’s been very poor customer service, sometimes they don’t say anything probably because they know they are in the wrong and don’t know what to say.
I understand it’s a global pandemic but the way they have dealt with the situation has been extremely poor, if they dealt with it better I would have understood. They’re excuse was that we are not priority which is damn right rude to say to their PAYING customers.
Never again will I go with Postoffice nor do I recommend them to anyone especially if you are in Birmingham.
- Location
-
- Location
- Somerset
- Reviewing
- Post Office
- Date
- 2016-01-02
- Comments
-
Please trust me on this matter, having transferred both my and my mother's phone/ broadband. It's been the worst decision I've ever made. 12 weeks later, and we're still waiting for any internet connection. This company is dysfunctional. Avoid at all cost- please don't be seduced by the low costs. They are pathologically useless.
- Location
-
- Location
- Worcester
- Reviewing
- Post Office
- Date
- 2016-11-10
- Comments
-
I joined post office broadband and this was to be a huge mistake.The connection was absolute rubbish and after many phone calls nobody could make the connection better, one call operator even snapped at me saying "we are doing our best.I asked for paper bills and never got them, i couldn't even log into my account online and my emails would never send. In the end i bought myself out at a big cost.please di not use the post office, they are a one big waste of time.
- Location
-
- Location
- Lincoln
- Reviewing
- Post Office
- Date
- 2020-06-19
- Comments
-
Service is absolutely appalling drops out everyday
You ring them up and constantly told the same things you have been told previously ie take socket off and put in engineers socket its the amount of devices on your router, i would never recommend anyone going with this service provider
- Location
-
- Location
- Reviewing
- Post Office
- Date
- 2021-05-19
- Comments
-
Absolutely so unpleasant and unprofessional company! They scam the vulnerable out of money and charge you for things that you havnt even got like a router they said they would be sending after i changed my address!then they said it was there fault coz they didnt update it properly on the system but still charging me wene ive got no wifi or router box!wish i could cancel but they saying i will incure a charge of 200poumds if cancell
- Location
-
- Location
- London
- Reviewing
- Post Office
- Date
- 2020-08-14
- Comments
-
This broadband is an absolute robbery!! They charge you £40 pounds if you move home and the internet takes 16 days to come through if you move home!! Yet they still charge you for those 16 days when you have no internet! Then when you call customer service they say you had a choice which was never explained in the first place, they keep interupting you (they are extremely rude). Plus if you are making a call about payment and you say your not making a payment they keep you on the line because of
`influx of calls´ when really that is not true because every other time I have called about payment they answered straight away!!!!
Do not join this broadband they are scammers!!
- Location
-
- Location
- Chesterfield
- Reviewing
- Post Office
- Date
- 2017-11-23
- Comments
-
After naturally accepting the transfer from Fuel Broadband in the summer, we've had nothing but continual dropouts (many per day) and at best 5.8mbps & 0.9 upload speed.
Lost count of the amount of phone calls I've made and the amount of 'try this' and 'try that'. Even though nothing has changed in the house and all of our previous providers gave an acceptable service, they make out it's a problem at my end. They eventually raised a 'ticket' and an 'invisible' Engineer fixed the fault on the line. Utter rubbish, it never happened, it's still no better. Any one got a magic wand?
- Location
-
- Location
- Stoke-on-Trent
- Reviewing
- Post Office
- Date
- 2018-05-01
- Comments
-
Do not waste your money!
Very poor provider and you either get poor speeds or no connection at all. I have contacted the post office many times only to keep getting the same answers like do a speed check etc. but you can't do a check when there is no internet. My current speed is 0.34mbs download and 0.53mbs upload. Please avoid buying this product/service as you will be extremely disappointed.
- Location
-
- Location
- Reviewing
- Post Office
- Date
- 2021-12-06
- Comments
-
Post office used to be good now its appaling, waiting to get through for what feels like hours, connection constantly cuts off and prior to having my connection put in the engineer didnt even bother to show up so had to wait another 2 weeks. Complete garbage
- Location
-
- Location
- Milton Keynes
- Reviewing
- Post Office
- Date
- 2018-08-23
- Comments
-
Terrible service, terrible shockingly bad router, terrible customer service (when u can actually get through to them) constant connection loss, no service upstairs at all (only time I've had this issue with any provider) speed constantly dropping if more than 2 items connected and makes router overheat when more than 5 connected. Regret even trying these and to make it worse told I'd have to pay £245 to leave them, yeah good luck with that. AVOID AT ALL COST!! talk talk looks amazing compare to these WTH!!!
- Location
-
- Location
- Hackney
- Reviewing
- Post Office
- Date
- 2016-01-17
- Comments
-
Truly truly awful. We switched from another provider and have regretted it hugely since. The speed is so slow. The service drops off all of the time. The customer service is atrocious. If I could give no stars on this rating system that would be a closer reflection of our experience. It may be cheap, but it is just not worth it.
- Location
-
- Location
- Gloucester
- Reviewing
- Post Office
- Date
- 2019-08-21
- Comments
-
internet keeps crashing. Staff are rude when you speak to them they tell you to cancel your contract if your not happy. i wish i could but to do that ive got to pay them £70...
- Location
-
- Location
- Staffordshire
- Reviewing
- Post Office
- Date
- 2020-03-01
- Comments
-
Stay away from it, I lose connection at least a dozen times a day, you contact them and you just get a load of flannel, it’s the worst broadband I’ve ever had and I will be leaving the first chance I get, it total absolute RUBBISH
- Location
-
- Location
- Reviewing
- Post Office
- Date
- 2020-08-27
- Comments
-
I lose connection daily, at least half a dozen times a day, I have had 2 live chats which were no help at all as both times they did a check' on the line and both times claimed no problems with line, I have done everything they suggested,still the disruptions continued, I sent them an email to complain,I received an automated please allow 5 working days, this was 2 months ago, no email, letter or phone call, terrible service and no customer support
- Location
-
- Location
- London, UK
- Reviewing
- Post Office
- Date
- 2020-11-02
- Comments
-
0 STARS. Save your sanity and stay clear! Nearly as bad as Barclays customer service!!
Post Office are the worst broadband provider overall. It is slow, drops out mutiple times a day and eventually gives up.
Left without internet for up to 3 weeks every time as they take about 2 weeks to get and engineer to the property and then another week to post a new WiFi box and adapter.
Been with them 12months and had 3 engineers out to my property only to be told it's a fault with the WiFi box and it's needs replacing which post office refuse to replace unless and engineer attends the property and tells them to.
Every customer service agent tells you something different - they don't know what they are doing. Or, they book engineer appointments only for them not to turn up and then you are told "no appointment was booked but hers one for another 10 days time".
- Location
-
- Location
- bristol
- Reviewing
- Post Office
- Date
- 2020-03-14
- Comments
-
The worst internet provider I have encountered anywhere in the world, not to say in UK. Slow like 90s phone line speed internet with frequent disconnections and not usable even for web searching not to say work or other things. I do not recommend and avoid at any costs Post Office broadband.
- Location
-
- Location
- Chesterfield
- Reviewing
- Post Office
- Date
- 2020-09-12
- Comments
-
Worst broadband ever. Disconnects randomly at least 5 times a day. Been a nightmare whilst trying to work from home. Complained to customer service who claimed there was no fault. Bizarrely then started to improve and only disconnecting 2-3 x day, before we informed them that we were not renewing when the contract was up, for it to be worse than ever. Been a nightmare for a year. Absolutely avoid avoid avoid avoid avoid!
- Location
-
- Location
- Belfast
- Reviewing
- Post Office
- Date
- 2015-06-19
- Comments
-
Post Office broadband is without question the worst broadband there is. You can't even connect a games console to it and you can't stream video or music without it buffering for 20+ seconds every 3 seconds. Also their so called costumer service is nonexistent. It is a complete waste of money and there are now cheaper and far better internet service providers out there. Do not waste your money on this truly awful service.
- Location
-
- Location
- Scottish Borders
- Reviewing
- Post Office
- Date
- 2018-07-11
- Comments
-
Since going live, we have received a technical capability and customer service level which has been completely unfit for purpose. After weeks of engaging with the Post Office Telecom processes, we have no choice but to conclude that it fundamentally lacks both the engineering capability as well as customer service ability to competently rectify the problems.
We have been receiving fluctuating speeds on our broadband line from the start, with no clear pattern - sometimes as high as 6Mbps, but most evenings down to less than 0.5Mbps. This speed is poor enough that, at one point, we didn’t even have enough internet speed to search online for the right technical support telephone number to investigate the issue.
Worse than the actual technical problems, it seems that the business processes being followed at the Post Office customer support lines are in complete disarray.
In the first two weeks of service, the employees we spoke to assured us that the speed of our line would settle down after the fortnight “bedding in” period where speed vs. reliability tests were conducted. It did not.
Therefore, in mid-May we started conducting frequent speed tests using their tool, and feeding those data points back to Post Office Telecoms.
On 21/05/2018 we were asked to send in at least 3 ping and tracert data points using an ethernet connection and the RJ45 test socket in the main telephone point of the house (to support@pobroadband.co.uk) whilst no wifi was connected. This was done exactly per the instructions. An automated response email and later discussion with their employees confirmed our email was received - indeed, they told us, we should expect a response around 24 - 48 hours later. We just needed to give them time to look at the ping and tracert data we'd sent.
Lovely.
Except...
Between then and 07/06/2018, the primary account holder called in every 2 or 3 days to chase progress on this. At every call, the call centre script with your employees was basically the same: had we done speed tests? Were they on the test socket? Were wifi devices on? Was it on an ethernet connection? Can we send in ping and tracert data again? (GAH!)
Occasionally, the employees would try a variant… they’d confirm the issue had been passed to an engineering team, who had “closed the support ticket as they were waiting on ping and tracert data”. Which we duly re-sent via email the same day, and received automated email responses acknowledging its receipt.
On 07/06/2018, after many, many phone calls… as a native English speaker, who works in technology herself, and who has worked on IT support desks so has an unusually high level of patience when dealing with contact centres… our primary account holder gave up on the Post Office support team as a lost cause.
Spouse (co-account holder) took up the battle.
Thereafter has followed another week of regular support calls, with us sending speed tests, doing a fresh sets of ping and tracert data captures (with screenshot proof of wifi being off, pictures of the command line output, screen grabs of the speed test results).
The same lack of customer service has continued.
On 14/06/2018 17:46, we received an email stating that a technical fault had been fixed.
This morning (15/06/2018 09:10), we received a telephone call confirming that the Post Office had received the ping and tracert data we'd sent a few days ago. Apparently, the matter was going to be passed onto the engineering team and we would hear back within 3 working days.
Confused, we rang back to clarify why the email of 14/06/2018 had suggested a fault had been found and fixed but there was an engineering ticket open… only to be told that no one from the Post Office had emailed us, no one had called at 09:10 this morning, and that the latest status according to this colleague’s support ticket was that we needed to send in ping and tracert data. &^!^""%^"%%"^"!!!!?!?!?!
At this point, we decided to terminate the service.
We told the employee (Ryan) that we are going to post off a letter requesting that the service is terminated - the employee told her a letter won’t do any good, he will transfer her to the Service Termination Team on the call. We agreed. Except Ryan accidently cut the line whilst trying to transfer the call. Called back a few mins later to apologise and try again. We agreed again to talk to the termination team. The call was cut off again.
WE GIVE UP TRYING TO GET THEM TO PROVIDE ANY LEVEL OF SERVICE AND ARE RESORTING TO AN OFCOM COMPLAINT.
The Post Office is clearly unable to provide the service we purchased, technically or in terms of customer service. Our broadband experience has been an utter waste of time, with countless hours wasted in troubleshooting and in weeks of calls to a support team who achieved precisely nothing in that time.
We've never dealt with an organisation that was so inept!
Save yourself the headache and look to one of their competitors.
UPDATE JULY 2018: we've activated the service with a competitor and on the exact same line are getting reliable peak traffic speeds of 8-15mbs. More than ever, wish we'd not wasted 4 months of headaches with the Post Office!
- Location
-
- Location
- Cornwall
- Reviewing
- Post Office
- Date
- 2015-02-07
- Comments
-
I'm sorry I can't give NO stars. I've been a customer for years and they were good. However late last year (2014) something changed. Constant drop-outs, evening speeds below 1 and customer services who (when you can get through) blame you for the poor service. It must be your PC, your wires, something inferring with the router.
BT open-zone checked it out and there was no fault in my home, so I didn't have to pay the £140 as threatened. This is simply a capacity issue. The ISP market is designed to fail. Post Office rent the lines, servers, exchange capacity from BT - whose customers get a good speed, while PO customers get below 1.0. Anyone smell a rat.
There is some internal issue with the PO broadband at present and their customer service has now fallen to a level no money-paying customer should have to tolerate. So on balance, they used to be good, but now they are unable to provide a decent service - so for the avoidance of disappointment and stress - do not opt for Post office HomePhone and Broadband
- Location
-
- Location
- Isle of Sheppey
- Reviewing
- Post Office
- Date
- 2015-03-15
- Comments
-
Router is flimsy and cheap looking.
Stupidly opted for unlimited downloads and can't stream as signal so crap,may have to go back to BT.
- Location
-
- Location
- Alnmouth
- Reviewing
- Post Office
- Date
- 2016-06-30
- Comments
-
Signed up for Broadband, engineer was supposed to come and connect the line on the 27th, phoned them when he was a no show, got my router in the post then they called back claiming the appointment had not gone through. So now they want another £6 delivery for a new router even thought i have a brand new one in the box and i now have to wait another 2 weeks for an engineer to come out.
Should have listened to the reviews and went with someone else.
- Location
-
- Location
- liverpool
- Reviewing
- Post Office
- Date
- 2017-08-14
- Location
-
- Location
- queennsbury
- Reviewing
- Post Office
- Date
- 2019-04-03
- Location
-
- Location
- LONDON
- Reviewing
- Post Office
- Date
- 2020-11-02
- Location
-
- Location
- Myhtolmroyd
- Reviewing
- Post Office
- Date
- 2020-02-25
- Location
-
- Location
- Manchester
- Reviewing
- Post Office
- Date
- 2020-05-15
- Location
-
- Location
- Dunfermline
- Reviewing
- Post Office
- Date
- 2019-05-11
- Location
-
- Location
- Cheltenham
- Reviewing
- Post Office
- Date
- 2021-02-21
- Location
-
- Location
- Derby
- Reviewing
- Post Office
- Date
- 2016-02-01
- Location
-
- Location
- Lancashire
- Reviewing
- Post Office
- Date
- 2017-09-01
- Location
-
- Location
- London
- Reviewing
- Post Office
- Date
- 2020-11-17
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Post Office are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Post Office.