1,366 Customer Reviews over 35 pages
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- Location
- North of England
- Reviewing
- Post Office
- Date
- 2016-09-15
- Comments
-
Signed up to P.O Broadband mid July 2016.....then.....it began.
How the ratings should read:
Customer Service - Shocking and Rude.
Broadband Speed - Good at night.
Broadband Reliability - Perfect.
Overall - Infuriating!!!
How can it be possible to mess up a good broadband service......with inefficient customer service agents!
BRAVO *claps*
Initial contract - 18 months @ £23 with FREE evening calls.
Contract I'm on - 18 months @ £18 all calls charged!
Now, I have the initial contract in front of me. Quite clearly states what package I'm paying for. However, when I received my first bill it was £53!
So, as anyone else would do; I called.
Run, run for the hills!!!!
Time on call - 1 hour, 52 minutes
Agents spoke to - 9
Query understood by - 3
Agents with fluent English - 3
Resolved - NO
Not one single person could solve the issue. I didn't want a refund (even though I'm entitled to it), I wanted to ensure the package was changed to the correct price plan. That's it!
Noone could resolve it for me, so I just didn't pay the bill. Now, I have no option but to pay the bill (in full) to restore my service and not adverse my credit file.
So, I paid the £53 bill on Tuesday 13th September. I was told on the phone it would take 24 - 72 hours to restore the service!!!
48 hours later as I type this review. Yes, I'm tethering to my own phone......to review my current broadband supplier!!!
DO NOT USE!
P.S Thanks for reading
- Location
-
- Location
- Irrelevent
- Reviewing
- Post Office
- Date
- 2020-05-11
- Comments
-
Please read The Sand Machine by Gill Jackman for a full and frank critique of exactly what it's like dealing with the post office over your broadband. They don't read emails. They have a call centre where the workers haven't read and can't read what you've written. They eat your time. The new discounts are REFUNDED a month or two later, creating a scam where they hold your (read everyone's) money for over a month and take the profit. Then they use all your time as you get in touch with them about this, via India, via an illiterate who is responding to your email. Disgusting.
- Location
-
- Location
- Beckenham
- Reviewing
- Post Office
- Date
- 2017-09-11
- Comments
-
The so called premium broadband speed and connectivity was badly affected by the router (a low quality budget unit) it never connected to some of our devices (I pad and Samsung phone) the speed was below 2.5mbs by wireless where we were receiving 10mbs through the wire. The staff on the help line were good, but they could not overcome the product deficiencies, this is a very low performance broadband router anyone with a number of wireless devices stear clear,also the PO are ruthlessly hard nosed about the whole contract buyer beware (they are not the old GPO)
- Location
-
- Location
- Devon
- Reviewing
- Post Office
- Date
- 2016-07-15
- Comments
-
Broadband rubbish slow . Well that's if it works . As for the router total garbage ... so far 2 hrs waiting to go on line .. sort this rubbish out . ( Oh had to use my phone to write this no internet again)
- Location
-
- Location
- Lonodon
- Reviewing
- Post Office
- Date
- 2020-11-13
- Comments
-
Keep away from this company was on the phone for 30 minutes in a q trying to sort out money which they have taken from my bank with out my consent 48hours later and iam still waiting for a payment wot a joke i wonder how many others they ripped of
- Location
-
- Location
- Surrey
- Reviewing
- Post Office
- Date
- 2019-10-04
- Comments
-
The standard broadband has very poor speed, I have had Sky and Vodafone standard broard band these were much better, I change due to deals on offer at end of the contract. I have upgraded to Post office fiber a good price as offer is still live for standard. not sure how good it is as never had fiber before, i think it is not that fast, at 34 minutes past midnight: 22.05kbs download and 6.03 upload
- Location
-
- Location
- Dunstable
- Reviewing
- Post Office
- Date
- 2017-01-10
- Comments
-
Just awful. Every day it drops out for hours on end. I've had a few days in a row where it does not work at all. Every day I have to reboot it several times. Customer support was good. They reset it from their end, gave me a new router and even got BT to change the telephone wire. However it just never works properly. Avoid at all costs.
- Location
-
- Location
- Stoke
- Reviewing
- Post Office
- Date
- 2019-04-01
- Comments
-
Broadband speed is consistently up and down, meaning half the time the internet cant keep up with your browsing or crashes. And I hope noone has a problem with there bill or service your provided with because customer service is dreadful, they ignore you talk over you and honestly dont answer your questions just beat around the Bush.
- Location
-
- Location
- Devon
- Reviewing
- Post Office
- Date
- 2017-09-17
- Comments
-
Totally Useless if you want to access bills etc having a Kindle Fire or basic windows mobile that does not support Adobe flash player. It is impossible to view your account, I have complained repeatedly but I am stuck with pobroadband for 18 months - I was with Fuel Broadband and was switched knowing none of PO's short comings. I am not prepared to pay extra for paper bills. It is their failure and I believe all customers should have equal access to their accounts, I am awaiting a response to my latest complaint.
- Location
-
- Location
- BRISTOL
- Reviewing
- Post Office
- Date
- 2017-05-18
- Comments
-
I have been with the PO for a number of years and they have had their moments.But it is cheaper than most and you get what you pay for.Some of the reviews seem exaggerated to me people just following the flow.The essentials package does what it says on the tin and provides quite a good service taken overall I would say the service is acceptable there are probably better but you pay a lot more for them.
- Location
-
- Location
- coylton
- Reviewing
- Post Office
- Date
- 2017-12-10
- Comments
-
cannot get fiber broadband in my post code and have been in contact with post office to ask if they can help to speed up my broad band as I don't get there upload speed they say i expect to get but i just moved house and now in new contract so there for 18 month till i can change providers who can give me fiber broadband ps they say they cant help me so stuck with them till contract out
- Location
-
- Location
- Shropshire
- Reviewing
- Post Office
- Date
- 2019-12-31
- Comments
-
Just wanted to point out a really annoying feature of the website where you are supposed to be able to obtain and print out your Post Office broadband bills, you absolutely cannot do so unless your device supports Adobe Flash. This discounts all apple devices including mobiles and iPads and Macs. Flash itself was old fashioned in 2010 and it’s due to be phased out completely in 2020, so why are they still using it? Just seemed shoddy to me as well as being incredibly irritating, considering they charge you for paper billing. Why not just pay someone to update the website so that everyone can have access to it?
The broadband itself was okay for the money by the way.
- Location
-
- Location
- Dunblane
- Reviewing
- Post Office
- Date
- 2020-06-04
- Comments
-
I shop around for Broadband every year and other than Sky, Post office has been the worse. The broadband speed was ok but it dropped several times a day every day, didn't seem too bad at the start of the contract but by the end was about 4 times a day. Switched to Plusnet, speed has doubled and connection is reliable. wouldn't go back to Post office
- Location
-
- Location
- South Lakes, Cumbria
- Reviewing
- Post Office
- Date
- 2017-02-17
- Comments
-
Switched to Post Office Broadband in 2016, as a response to BT continually upping their prices. I think I've made a mistake. The broadband is about as slow as it can get without actually stopping completely. Customer service is reasonable, once they've answered the phone - which can take some time.
- Location
-
- Location
- Chessington
- Reviewing
- Post Office
- Date
- 2019-01-28
- Comments
-
I came across a "Deal" with PO Broadband while looking at alternatives for a friend who is paying through the nose with Virgin for a service they really don't need.
My internet access at the time was through my phone's 4G on GiffGaff paying £20p/m for unlimited calls/texts and 20GB Data.
I researched the PO Broadband, read the disparaging reviews but I figured for £15.90p/m for unlimited downloads I'd risk it.
I went through the sign-up process online, until it got to the credit check where the site basically froze-up. I closed my browser and thought that was that.
The next day I received an email thanking me for choosing PO Broadband, and provided a link to complete my order; which I did.
I received plenty of love-letters and texts from PO in the days that followed, and about a week later my Chinese ZyXEL AMG1302-T11C bottom of the range router arrived!
I knew I was taking a chance with the PO, and knowing that the service is basically run by TalkTalk, I obtained an "old" but far superior Huawei HG633 "Super Router" from a friend who used to be with TalkTalk.
I went live with the PO Broadband on Friday 25/01.
It took quite a few hours for the ZyXEL router to update with my new account settings.
During this time whenever I tried to use the internet my browser was being redirected to www.fujitsutr069.co.uk/cpe.php with a message stating I needed to login to use the internet.
I sent a msg to the PO via twitter @ po.st/I7EbNu, and they responded quickly stating that all I needed to do was install the security software.
I manager to download the software, which was "Fujitsu Internet Security 2013"! Needless to say, it wouldn't even run after installation due to services not being able to start. Now this may well be due to me not uninstalling my usual AV software (a product updated for 2019), but I'd rather keep my trust in a product that I know rather than a 5 year-old unknown!
In the end I didn't actually need the software, the redirection appears to be due to default settings in the router, and once the settings were updated I was able to access the internet via my browser.
I then backed-up the router settings, opened then .cfg file, retrieved my new Username/Password and entered the details into the Huawei router, connected that and I have been online ever since.
My speed is in the ball-park of that stated in my estimate, however downloads, and I pretty much mean ALL downloads appear to be throttled to about 10% of available bandwidth! This may be in the caveat that they say speeds may increase/decrease over the period of 10-days while they find the best connection... Doubtful, but I'll see...
Upload speed is a joke, both times I've run a Speed Test I'm getting just over 700Kbps! Again maybe this'll change in the coming days, but as it stands it's pretty woeful.
The following day, I received an email stating my bill was ready; I was unable to click the link in the email to take me to my account page as they had missed the "s" off of https:// in the hyper-link! A sure sign that the PO's attention to detail certainly isn't in their "Service".
Logged in to my account, went to view my bill, and nada; the site uses Adbobe Flash, along with pop-ups on it's billing pages!!! Firefox wouldn't have it, I had to use Edge in the end to make the payment!
So, in summary:
You get what you pay for, in this case cheap = inferior & outdated hardware & software; however if you prepare a little you can mitigate some of the impact of the PO's poor choices.
I haven't had any service outages, and when I contacted the PO via Twitter they responded quickly, albeit with inaccurate advice, but I expect people are just doing what they are told like good little sheep, unquestioning in their mindless pursuit of trying to obtain some disposable income...
- Location
-
- Location
- Norfolk
- Reviewing
- Post Office
- Date
- 2016-04-09
- Comments
-
I have been with the post office several years and have had very little problems with them, until the last year. They have put the prices up, I tried to speak to customer services to speak to them about the cost, but a machine told me the call rate was so high I would be better to hang up because the chances are I would be cut-off. So I e-mailed them and asked them to call after 17.00, but they never they left a message to ask me to call back. I e-mailed again but no response. Over the Easter weekend we had no e-mail tried to phone again, same response. I am seriously considering looking for another provider but I have looked at the reviews for most providers and all of them have more negative then positive reviews. Are there any providers out there who are any good?
- Location
-
- Location
- Bath UK
- Reviewing
- Post Office
- Date
- 2021-11-03
- Comments
-
This internet stops working once a day for about 5 mins. Now it's generally so slow and you cant load sites like youtube.com or zoom
- Location
-
- Location
- London
- Reviewing
- Post Office
- Date
- 2019-10-04
- Comments
-
I had no idea that switching to the post office could be so bad, i thought they all gave fundamentally the same speed. I was wrong. The post office service very frequently drops down to ridiculously low speeds like 1mbps... when it goes back up to 10 or 11 its great, but its too unreliable
- Location
-
- Location
- somerset
- Reviewing
- Post Office
- Date
- 2019-06-14
- Comments
-
I am continually unable to access sites it keeps displaying DNS
- Location
-
- Location
- Salisbury
- Reviewing
- Post Office
- Date
- 2017-08-10
- Comments
-
I joined the Post Office two months ago and realise now you get what you pay for. They gave me a 'live date' which got moved on two days without informing me therefore I was without any internet as old provider ended. Wifi drops out mostly evenings and morning (the busy times according to the P.O.) however no problems using several devices within the home re connection. The worse thing I find is getting hold of them by phone. Several times recently I've rung and no one to take my call. Will leave at the end of my 18 mth contract.
- Location
-
- Location
- Edinburgh
- Reviewing
- Post Office
- Date
- 2020-07-30
- Comments
-
I had them for about 6 months. For the first couple of months everything went well, then problems started. The modem keeps on disconnecting at least a couple of times p/day, of course always when i need broadband because since covid19 I have been working from home. I also live 100m away from the outside exchange and the signal is also very slow and there is no excuse because i am alone and nobody else has access to the modem. I am waiting to get to the end of my contract so i can change it. Never again with them. The worst broadband ever
- Location
-
- Location
- le18 1ea
- Reviewing
- Post Office
- Date
- 2017-09-03
- Comments
-
not sure of download reliability, was transfered due to fuel broadband withdrawal of service.
- Location
-
- Location
- Kent
- Reviewing
- Post Office
- Date
- 2020-08-07
- Comments
-
Happy with set-up, and with the broadband itself.
Problem came at end of contract. I was emailed a month in advance (8th July) warning me the price would go up. I no longer needed the broadband so decided to cancel. The email said I needed to email support to cancel. I did so that day, and received an automated acknowledgment that they would be in touch within 5 working days. They never did.
Fast forward a month to 7th August and I received my next, higher bill. I called up for what I thought would be an easy phone call - you forgot to process my cancellation. They proceeded to then do my cancellation, but the cancellation team can only process the cancellation as at today, with a 15 day notice period thrown in so they want to bill me to 24th August (is that 15 days?). I pointed out this was pretty awful as I had cancelled a month previous. They said all they could do was cancel now, and I would have to then raise a dispute after the final bill had been sent.
I rang back to customer complaints, but was told the same, with some extra nonsense thrown in that I should have added my personal details to the email. The email made no such stipulation, and as I had forwarded the original email they had my name, account number, email and landline number anyway. Plus they had acknowledged receipt.
So I've spent 50 minutes on the phone, doing their work for them, and I will still have to monitor my account for when the money goes out and ring back and take more of my time to get money back that is mine. There seems to be no sense from them that this was their problem, that I had cancelled with more than adequate notice so I owe them no money. They seem to think it's perfectly reasonable that I will monitor my account and spend hours on the phone when this is their maladministration. I have complied with the terms of the contract, they haven't. That their systems are rigid, and they have no means to circumvent them in the event of an error is not my problem and it shouldn't fall to me to do their administration for them. I warned the first operative I would bill them for my wasted time, and I think I should, at my usual freelance rate.
I can't imagine what it must be like to deal with companies like this if you were elderly, mentally disabled, or otherwise inhibited from understanding what was going on and fighting your corner. I am from a process, compliance and IT background and I find it impossible.
I have received the cancellation email, which also threatens me that if I shut down my direct debit they will refer me to debt recovery, with the ensuing impact on my credit rating. If I end up with a bad credit rating for their incompetence I will be suing.
- Location
-
- Location
- Carlisle
- Reviewing
- Post Office
- Date
- 2019-05-08
- Comments
-
Seeing my same experiences in other reviews:
* Handover wasn't smooth - no connection on 'go live date'. Had to call up several times. On day operative didn't seem to know enough tech to give informed advice. Next day was told 'give us another 48 hours'! It didn't take that long - was actually quite quick from that point, but surprising anyway.
* Dropping out repeatedly, 8 days later (adding up to hours in last 24 - although the info says it may drop out in first 10 days, as router adjusts itself, a call confirmed this shouldn't be happening)
* First paper statement showed £10 extra charge than agreed - had to call again; was told was generic letter. No good - should be personal!
* Couldn't use certain apps on phone over wifi. Had to call again. Told 'Safeguard' was on and blocking - not acceptable. Big brother behaviour.
* Didn't think I'd been given a username (needed to log into account). Had to call again. Later found it in fairly small type, on back of letter 3/4 way down under heading 'Get started with My Account' - my mistake perhaps but needs to be more prominent with 'Username' clearly highlighted.
* Thinking I didn't have a username I tried to log in with customer number, as seemed possible onscreen, but was sent in circles. Agh!
* Website uses Flash Player to display bills. Firstly, I shouldn't have to download a player (with past security issues)to see my bill. And... it dosen't work anyway. Instead of my bill I see a copy of my own address bar with all by tabs etc. VERY disconcerting! Is my screen/ personal info being snooped on? How do I know? Used live chat. Operative told me to use another browser! Clearly I shouldn't have to download and use another browser to view my blinking bill! Then just gave me the number to call.
(Getting a bit hacked off by this point)
Staff on phone are generally lovely and native English speakers so points there. Speed (when it's connected is as good (so far) as with Sky.
Overall: so far a problematic service in early stages but hopefull, with decent speeds being seen, that it will settle and satisfy. More work & small twaeks needs done to iron our creases & increase user friendliness.
- Location
-
- Location
- Chesterfield
- Reviewing
- Post Office
- Date
- 2017-09-17
- Comments
-
The broadband speed is slow. You need to make it better and faster
- Location
-
- Location
- Poole
- Reviewing
- Post Office
- Date
- 2019-10-12
- Comments
-
Would have been 5 stars for all if they didn't start constantly lowering my speed.
It started off good but it is getting worse and worse as the months go on. It works most of the time but the speed is what is causing the problems.
I had around 11mb download at the start of my contract, 16 months later I'm down to barely 1mb download.
It was worth the money when I first signed up, it certainly isn't now.
- Location
-
- Location
- lairg
- Reviewing
- Post Office
- Date
- 2015-11-12
- Comments
-
I am not happy with their broadband speed or reliability
also their customer service could be more helpful about helping speed up their broadband speed
- Location
-
- Location
- Littlehampton
- Reviewing
- Post Office
- Date
- 2021-03-06
- Comments
-
Decent customer service from this broadband provider however their internet service is utter dog muck. Terrible ping currently getting 50MS with another 25MS jitter and trust me you can tell. I know it's the provider as I was with another provider before switching and never had any problems with my ping. Unfortunately I can't recommend PO Broadband at this current time, I know understand why they were so cheap.
- Location
-
- Location
- knutsford
- Reviewing
- Post Office
- Date
- 2017-05-04
- Comments
-
I cannot access my account because I'm told I must update adobe flash player. I don't know how to do this and when I told the person this I was advised (politely) to go elsewhere. I was advised to do this when I complained about slow speed.Not what I call good customer relations
- Location
-
- Location
- skegness
- Reviewing
- Post Office
- Date
- 2016-10-23
- Comments
-
been with the post office for a while now overall not a totally bad service but there unlimited broadband package is not unlimited at all it is limited to 100gb and if you go over that they will restrict you speeds and charge you extra call centre staff could be better trained they do not seem to have a clue on how to fix faults once the internet kept dropping out and the member of staff i spoke to was changing the wifi channel even though there was a red light on there router would not recommend as my internet speeds are the lowest in my area and i was told by the bt engineer that they rent talk talks lines so....
- Location
-
- Location
- Shepton Mallet
- Reviewing
- Post Office
- Date
- 2016-10-24
- Comments
-
Although broadband speed is Ok in the morning and early afternoon, it is abysmal from 5pm onwards. So no catch up TV in the evenings, and limited web browsing then. Therefore, not at all suitable to working people.
- Location
-
- Location
- London SW9
- Reviewing
- Post Office
- Date
- 2017-07-11
- Comments
-
Thankfully I only signed up for one year on a 'special'offer. Special? Router always losing internet connection then reconnecting itself within 3 to 4 minutes and it usually does so right in the middle of me doing something important. My Desk top PC is wired to the router. The longest I have had the same IP address is 3 days, but it usually changes every day. Yesterday router went off line 3 times within 15 minutes. Speed is okay for what I'm paying but the dropping off line is stressing me out.
Customer service wanted to send an engineer, I said no! I know everything my end is okay including new filters and the latest genuine 'phone wall socket.
- Location
-
- Location
- Keynsham
- Reviewing
- Post Office
- Date
- 2015-10-18
- Comments
-
Broadband is reliable but slow and getting slower. They claimed when Talk Talk took over the contract that speeds would increase but they have got slower - now only 1.2 Mbs. The Call Centre just blame internal wiring in my house. I only stay with them because of free calls to other PO customers but otherwise would change asap.
- Location
-
- Location
- West Yorkshire
- Reviewing
- Post Office
- Date
- 2020-11-04
- Comments
-
Worst broadband ever. The light goes red atleast 3 times an hour. I watch tv through the Wi-Fi so half way through watching something it goes off and is extremely annoying. Staff are no help. All they did was send out a new adapter. Hasn't done anything, WiFi is is still the worst ever. Can't wait until my contract ends!!!!!
- Location
-
- Location
- Dover
- Reviewing
- Post Office
- Date
- 2021-07-30
- Comments
-
Traffic shaping ruins this service provider. You can do a broadband speed test while Torrenting the latest Linux Install, the torrent will hit 400kibps (1000+ seeders), but the speed test will show 12mbit download AT THE SAME TIME!
It works, cheap, pays for what you gets.
- Location
-
- Location
- edinburgh
- Reviewing
- Post Office
- Date
- 2019-11-08
- Comments
-
my speed was topping out at 1.5mbs
- Location
-
- Location
- Surrey
- Reviewing
- Post Office
- Date
- 2017-09-19
- Comments
-
I was switched to PO Broadband when Fuel gave up, costing me an extra £8 per month. When I asked another supplier if I could keep my number they could not find out. So I tried PO Customer Services and after waiting 30 mins was told that for email confirmation I would have to email the PO and wait a week, as they did not have access to email themselves! I was offered a cheaper deal if I would sign up for 18 months, but with service like that I do not want to.
- Location
-
- Location
- High peak
- Reviewing
- Post Office
- Date
- 2020-05-05
- Comments
-
It’s a shame really as have been with the post office for 6 years and any issues have been sorted previously. On the 24th of April I was unable to see my e mails as post office decided to take my e mail address off and lost all my e mails. I have rung them 7 times over the 10 days since as each time get told a manager will ring back which never happens, put a complaint in which they should ring back, again no call. After 4 attempts of a manager ringing back I have given up. Today I was told the manager dealing with my complaint was on holiday day after I logged it until the 10th. Disgusting if they are but I feel it’s all lies. They have deleted and lost my e mails, I am trying to log on to deal with my mortgage break but can’t, it is causing me so much stress that a company can do this and have the worst customer service I have ever experienced. I am currently looking at who to move to and get out of my contract early, if you value your safe personal data I wouldn’t use post office. Worst ever customer service and not worth the hassle or any benefits. Think they should get rid of their managers as obviously they dint do anything at all. Useless is an understatement. I feel they have broken gdpr rules by deleting my e mail address. 0 out of 5 not even worth a 1. Avoid at all costs.
- Location
-
- Location
- Lockerbie
- Reviewing
- Post Office
- Date
- 2018-11-21
- Comments
-
Extremely poor download speeds never better than 3.7mps and less than 1.0mps most evenings especially peak times and very poor at weekends
- Location
-
- Location
- LIVERPOOL
- Reviewing
- Post Office
- Date
- 2020-06-10
- Comments
-
Service cuts out for 10 minutes two or three times a day. Customer service say there is nothing wrong. Avoid
- 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.
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