1,366 Customer Reviews over 35 pages
-
- Location
- Bishop Auckland
- Reviewing
- Post Office
- Date
- 2018-07-22
- Comments
-
Absolutely the worst broadband service I have had the misfortune to experience.
Drops out; very very low speeds and a customer service department that does not want to know
AVOID AVOID AVOID
- Location
-
- Location
- North east Wales
- Reviewing
- Post Office
- Date
- 2018-07-20
- Comments
-
Awful service!! Awful broadband speeds!! Awful customer service!! Theft of money from customer bank accounts!!
I swapped from BT as after a year BT's price rise was astronomical. I'd been with PO before and had a no-fuss service so switched.
I'm in a rural location so I expect slow speeds, but not <1mbps on average after promising 1-3mbps minimum and having had 3.5mbps from BT.
After complaining post office told me this is because they cannot afford good routers and servers. It took 6 months of repeated calls and hundreds of speed tests that I had to report for them to acknowledge they were providing an inferior service (speed too low to load a facebook photo!) and to release me from my contract.
They then fluffed up my final bill, didn't register my service had ended and kept sending bills for a service which had already ended, taking more than £134 in 2 months (when my monthly bill had been £23). Multiple calls to them led to my having to start from scratch with my explanation of the problem each time as they did not read their own notes, repeatedly get told incorrect information and take the customer service person through the process of recognising they had confliciting end dates and bills in their own system. Each time they acknowledged their error, appologised and promised to set it straight...then more unauthorised money would be stolen from my bank without warning, which led to overdraft charges.
It was only when I threatened to go to the police to have them charged with the theft that they sorted out the final bill showing I was in credit for the amount taken and would be repaid, but despite promising to put the money back immediately it still hasnt been repaid causing more and more overdraft charges.
- Location
-
- Location
- Abergavenny
- Reviewing
- Post Office
- Date
- 2018-07-20
- Comments
-
To be honest I don’t think the post office have much of a clue as I signed up for fibre optic and they tested my line said it was fine then the day it was due to go live a open reach engineer turned up and said my line was faulty my speeds were 11mbps he went but came back and said he wasn’t leaving until he fixed it he did and now my speeds are 39mbps 12 mbps faster than bt if this continues I shall be more than happy the post office just need to sort out their technical department
- Location
-
- Location
- pontefract
- Reviewing
- Post Office
- Date
- 2018-07-11
- Comments
-
biggest pile of crap slow cutting me of complained told nothing wrong they can keep it i am leaving and not paying rest of contract KEEP WELL AWAY FROM THIS RUBBISH PROVIDER
- 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
- Billingham
- Reviewing
- Post Office
- Date
- 2018-07-10
- Location
-
- Location
- Worcestershire
- Reviewing
- Post Office
- Date
- 2018-07-09
- Comments
-
Thank you to all people who found time to vent their frustration, warning potential customers off Post Office broadband. I cancelled my order during the cooling off period and seem to have avoided an expensive bother for 18 months. Thank you. I took Vodafone instead and there doesn't seem any probs so far. PostOffice people on the phone didn't seem to understand what a "Ms" title is and, despite my spelling my surname using the well-heard of countries of the world, still got it wrong. The return bag for the router didn't arrive at first but second time was lucky.
- Location
-
- Location
- Lancashire
- Reviewing
- Post Office
- Date
- 2018-07-08
- Comments
-
Absolutely shocking. You'd be better getting a data contract with a mobile company and using 4G. Disgusting customer services to boot.
- Location
-
- Location
- Edinburgh
- Reviewing
- Post Office
- Date
- 2018-07-07
- Comments
-
have only been with them just past the cool off period and have been plagued with service dropouts lines tested perfect no other faults found used several malware checkers and different antivirus scannes etc yet the minute i switch on there ZyXEL router within minutes it starts getting non stop requests to access the router managment remotely. so far most denied my password was changed so first reset it and added new password . CS now claim its a matter for police not them every 40 mins every 16th failed remote access attempt the broadband connection gets dropped this is just another version of a DOS attack to interupt ones service the fact they claim they cannot do anything is disgusting even with the ip changing dynamically it still excactly the same only other time i experience this level of dropping was when with TalkTalk broadband is it a budget thing that BT dont give the discounting companys security for I wonder
- Location
-
- Location
- Knoxville
- Reviewing
- Post Office
- Date
- 2018-07-03
- Comments
-
When I arrived at the post office
There were about 9-10 people in line. Stood in line for 39+minutes aand behind me were another 10 people. Only two clerks. One clerk was in the back for about 10 minutes looking for something for a customer. It’s beyond me why the post office doesn’t provide better customer service. I never visit that post office without having to wait too long for service. No wonder the post office is losing money and in debt. There wasn’t no sign of a Manager. You would think he/she could help out when the line is backed up. The clerks were nice but a little frustrated because customers were not happy with the delay in service.
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Post Office
- Date
- 2018-07-02
- Comments
-
Wish I had the reviews before signing up. Our service was activated 14 days but we’ve had very little broadband, it constantly cuts out. On intimating my desire to terminate Contract was told the exit fee would be £231.74. Surely something needs to be done, how can you sign up to something before it’s activated, without being able to see what you’re getting. DONT DO IT!
- Location
-
- Location
- MIDDLESBROUGH
- Reviewing
- Post Office
- Date
- 2018-06-30
- Comments
-
Disgusting service twice we've had to buy a new connector we called up to cancel subscription as internet was off over 2 days as soon as we cancelled they connected us , they were asking for £144 to send an engineer out that wasn't needed
- Location
-
- Location
- AYLESBURY
- Reviewing
- Post Office
- Date
- 2018-06-27
- Comments
-
Diabolical service. Speed varies from 0.25mB to 6mb. had the engineer out over 6 times, he finds no fault! The line drops out every 10 minutes, with a 1-2 minutes wait to reconnect. To cap it all tonight I call them and 20 minutes later they still cannot confirm my account!
She insisted a line test wasn't possible from her end as I had to do it! I don't know how I would do that. I cannot tell you the trouble we've had with them. Do yourself a favour and use another ISP because these people are just the worst company I've ever dealt with in my life.
- Location
-
- Location
- Manchester
- Reviewing
- Post Office
- Date
- 2018-06-27
- Comments
-
Customer service is everything in a competitive market; it can make or break your business. Nobody expects everything to go right every single time, so it is when things do go wrong that customer service should come into its own. They are your customer’s first point of call, that which shapes your image in the eyes of the public and separates the good from truly awful. It is a skill which has to be perfected over time with experience, knowledge and commitment.
With this in mind I will say that Post Office Broadband customer service is one of the worst I have ever experienced. The first thing that confronts you is the apathetic attitude. You are not important to them and they are not interested in you or the company they represent. They are unable to enunciate their speech or communicate in a clear and helpful manner. They have no verbal or listening skills so you have to constantly repeat yourself to get your message across. Then when you become frustrated, instead of calming the situation down with reassurances and empathy they simply turn the tables and make you feel that you are a nuisance and being unreasonable.
One customer service officer at Post Office broadband has recently told me to stop interrupting him, when I informed him I wanted to make a complaint he seemed aggrieved and outraged. When I insisted that he acknowledge my complaint he informed me that it wouldn’t make any difference. I still waiting for a phone call back from them, but I’m not holding my breath.
- Location
-
- Location
- Glasgow
- Reviewing
- Post Office
- Date
- 2018-06-23
- Comments
-
broadband is really bad always cutting out
- Location
-
- Location
- WOLVERHAMPTON
- Reviewing
- Post Office
- Date
- 2018-06-21
- Comments
-
Absolutely terrible! Internet is unbelievably slow all the time and now stuck in A 24 month contract with them ! DONT go with these please choose a different provider . I have to use my phone Internet hot spot to even use my laptop at home ! would never recommend and can not wait for this stupid contract to end next may !!!!!
- Location
-
- Location
- Calne, Wiltshire
- Reviewing
- Post Office
- Date
- 2018-06-18
- Comments
-
I can't believe how useless they have been when my pages keep stopping or going slow. It's as if I'm in 1990s dial up up. They make up excuses from a script telling me to do things my end such as buying new parts, as if they're wasting time until they next act is if they can't do anything. The last time they told me to do my own screen shots of speed tests. I can't do speed tests when the pages have stopped, and when I sent in what I tested they told me it's in the required speed and instead of doing anything they suggested I take out another contract for fibre broadband. I don't know why they think I will take out another contact with them, as I would have more luck going to another company.
It's nothing to do with my equipment as when I was with other companies the only time it went slow is when they admitted they had a fault
- Location
-
- Location
- London
- Reviewing
- Post Office
- Date
- 2018-06-18
- Comments
-
Worst broadband out there who use technique of fraud
They dont start your broadband until the 2 week cooling off period ends so you will be stuck with them the internet is so bad you will cancel by giving the whole fees
Do not get this fraud broadband and regret inshaallah
- Location
-
- Location
- Bedford
- Reviewing
- Post Office
- Date
- 2018-06-16
- Comments
-
Was cheap when I took the contract out and now I know why. 16 months of the line dropping, continuous interruptions. My upload speed drops to 1mb/s which is fine by technical support, who advised they can’t test this? Netflix and Amazon movies don’t think it’s fine. I’ve watched so many movies and have no idea how they end. It’s so bad I’m ending my contract early.
- Location
-
- Location
- Renfrew
- Reviewing
- Post Office
- Date
- 2018-06-14
- Comments
-
I switched from Virgin because their price was more than I could afford. The Post Office price was ideal, but I very quickly learned that nothing else was. The fastest download speed I've ever recorded - when actually downloading is 2.1 Mbs/s. And that's from the fastest sites - the ones which were runnnig at 48 Mbs/s plus with Virgin. It's frequently less than 100 Kbs/s (ie close to dial up speeds), though strangely if you run one of those online speed checks the result is always around what the adverts promise - as if they can detect the check site is running and turn up the bandwidth! There are also frequent drop outs - where the service suddenly stops for several minutes. This happens at least once a week that I'm aware of. Customer service can't/won't do anything about it. In summary the price is great and the product is truly rubbish. As soon as my 18 month contract is up I'm out.
- Location
-
- Location
- Nottingham
- Reviewing
- Post Office
- Date
- 2018-06-12
- Location
-
- Location
- West Midlands
- Reviewing
- Post Office
- Date
- 2018-06-11
- Location
-
- Location
- BN17 6RW
- Reviewing
- Post Office
- Date
- 2018-06-10
- Comments
-
I am now a retired fibre broadband provider. The main reason for slow or interrupted speeds are nothing to do with the fibre network. Most issues are in the customers premises. If you take self instal options from BT you can have problems if your internal cabling is not to the correct standard. Instal has to be done by a professional if you have more than one socket in your house. So dont complain if you have issues.
- Location
-
- Location
- Keighley
- Reviewing
- Post Office
- Date
- 2018-06-10
- Comments
-
I have had post office Broadband for just over 18 months now ,And never had any problems,I did think about switching provider , Because my introduction offer over 18 months has now expired and i am now paying more monthly.But because i have been happy with the post office service i have received over the past 18 months i decided to stay loyal to them.
- Location
-
- Location
- Chigwell essex
- Reviewing
- Post Office
- Date
- 2018-06-06
- Comments
-
DO NOT BOTHER!
The broadband is terrible.
Download speeds are slow.
It may be cheap but there is a reason!!!
Spend that bit extra and get a better network provider!!
- Location
-
- Location
- Glasgow
- Reviewing
- Post Office
- Date
- 2018-06-02
- Comments
-
Pathetic, filled in the online changing form, and then started getting 2 rings on the mobile and then when I called them they said we have been trying to contact you, I cancelled there and then, do not touch with a barge pole, inefficient incompetent business model
- Location
-
- Location
- Skewen
- Reviewing
- Post Office
- Date
- 2018-05-28
- Comments
-
What a load of crap internet turns off for no reason then have to wait for the internet light to turn green again. can happen any part of the day so can upset the children when they are watching netflix or worse video gaming online. apparently there's nothing wrong.
- Location
-
- Location
- wet midlands
- Reviewing
- Post Office
- Date
- 2018-05-28
- Comments
-
Excellent.If there was one problem,the speed is slower than my last provider though it is adequate for me.
- Location
-
- Location
- pwllheli
- Reviewing
- Post Office
- Date
- 2018-05-27
- Comments
-
po broadnad. whata load of rubbish.it is so slow sometimesit dont work. the customer help is usless and abusive.all they want is yourcash.the bills are made up and then doubled.free routers,are charged for de.free charged. up to 17mhz
when it is connected you get a letter saying 1-3 mhz.what good is that.you cant check the speed before hand as they want let you.when you try.it switches sites and says phone them so the can tell you a lot of crap.One sunday i did speak to a adviser he was a wistle blower.he told me the broadband was useless they rent it off talk talk etc SO cancel it,becouse it will never work. you still have old cable and exchange go to bt.you are wasting your time phoning.as nothing will get done. i have now got a dongle fom ee i plug it in my laptop. NO MESSING.AND I CAN GO ANY WERE.also use free wifi.there is lots about. as far as the other jokers go i will go to court,if need be.i have informed ofcom.
- Location
-
- Location
- Brant Broughton
- Reviewing
- Post Office
- Date
- 2018-05-26
- Comments
-
I wouldn't advise using post office. To list the issues:
- They are more expensive than other providers
- Their broadband was very very slow; customer service were powerless to help.
- We switched to fibre and this seemed to help but it turned out six months down the line that the engineer who completed the switch had messed up the wiring in the exchange which rendered us unable to switch ISPs.
- They put a bar on our number for no reason, when we asked for this to be lifted, it later turned out that they had failed to do so.
- When we notified them due to a price change that we were ending our contract with them they failed to end it and continued charging us.
- It took an engineer booked by another ISP to discover and fix the fibre issue caused by PO in the first place.
- I am still waiting for my final bill and for the three months of payments to PO while I wasn't with them to be reimbursed.
- Location
-
- Location
- Sutton
- Reviewing
- Post Office
- Date
- 2018-05-23
- Comments
-
I can't comment on the speed and reliability as I didn't get that far. Whilst ordering/switching from my current provider the Post office site crashed just after the credit check so did not complete. I was sent an email to continue and the link didn't work. When I called to complete over the phone I was told that the order had been cancelled and I would have to start again including another credit check. Apparently I had been phoned three times however no message was left so I had no idea that they had called. Very unhelpful customer service who clearly did not want to resolve my problem so I said I would leave it. As far as 'telecoms' are concerned it was a complete fail. I think the post office needs to stick to what they are good at as if that is a demonstration of their telecommunication I will stick with EE thank you very much.
- Location
-
- Location
- Cumbria
- Reviewing
- Post Office
- Date
- 2018-05-21
- Comments
-
My advice? STAY AWAY FROM POST OFFICE BROADBAND. I have it installed in a second home, where it's used for five days per month, but the router is switched on permanently. Went ok for some months, then Post Office upgraded us to fibre 'for free' - we didn't want it, but it was imposed on us. Shortly after that, the contract expired - and we had a large price increase imposed on us! Called them to complain, and they said they'd get someone to call me back. Callbacks never materialised - I've checked my mobile log and they have not tried to call me. Meanwhile, the latest bill is up by another £5 - it's now almost £10 per month on top of what it used to be, and they say that they can't revert it back to cable. I'm looking for another ISP.
- Location
-
- Location
- Glasgow
- Reviewing
- Post Office
- Date
- 2018-05-14
- Comments
-
How they can get away with calling themselves broadband! Ha!
They can't even deliver mail on time, what was I thinking that their broadband was any better!
Ridiculous speeds, laughable ’connection’ and what was worse, the make up charges and tell you it's your fault when you have the paperwork that proves your right.
You would be better just sitting in McDonalds and use their wifi rather than having this ”convenient” connection at home.
Waste of time and money and really not worth the hassle.
- Location
-
- Location
- St ives cornwall
- Reviewing
- Post Office
- Date
- 2018-05-12
- Comments
-
Very poor broadband unreliable cuts off after a few mniutes sometimes the speed is 2mb!I would not recommend it to anybody am stuck with it for a bit longer but will definately be changing to another provider
- Location
-
- Location
- Huntly
- Reviewing
- Post Office
- Date
- 2018-05-08
- Comments
-
I recently left PO Broadband after the absolutely DREADFUL speed I was receiving, i.e. 1.4 MBPS. When I contacted technical support, I was told it was probably a fault on my line. I waited 10 days for them to sort their service out, and when nothing improved I left. Today I joined Plusnet, and my speed is now 15.7 MBPS!!! Fancy that! Avoid PO Broadband like the plague.
- Location
-
- Location
- Holloway North London
- Reviewing
- Post Office
- Date
- 2018-05-07
- Comments
-
Abolsutely disgusting from the Post Office. Poor broadband speed, phoneline keeps dropping out after 5 minutes and extremely rude and incompetent staff. I regret signing up to this and will be cancelling soon. The staff do not want to help in any shape or form and then when I insist on technical enginnner coming out to solve the issue they reitorate the fact that a £140 charge will be payable. Absolutely disgusting and will never be returning with these p***** ever again. Disgusted and livid and shame on all the employees I have dealt with particularly Lewis from preston technical department if that is his real name. PLEASE AVOID THIS DISGUSTING COMPANY AT ALL COSTS.
- Location
-
- Location
- Nottingham
- Reviewing
- Post Office
- Date
- 2018-05-04
- Comments
-
Totally awful!
We were with Fuel broadband, and our speed was around 15Mb/s - it wasn't the fastest ever but it was fast enough and reliable. The Post Office took over and our speeds have dropped massively, they fluctuate from a few Mb/s to 100Kb/s.
On top of this the PO are gradually squeezing our bills, first it went from £28 to £30 per month, then £33, now £34.
Absolute bunch of ****s.
We've had this before, when BT bought out PlusNet, and when TalkTalk bought Tesco.
As with all the others, we will not be staying customers for much longer.
- Location
-
- Location
- rotherham
- Reviewing
- Post Office
- Date
- 2018-05-03
- Comments
-
Terrible broadband connection & don't tell you about the 10 days you might get temporary disconnection until it is too late. My temporary disconnection was permanent for a week! Atrocious customer services to boot. AVOID!
- Location
-
- Location
- Notts
- Reviewing
- Post Office
- Date
- 2018-05-03
- Comments
-
I have read some very negative reviews of this provider but I can only speak as I find. We have been with them for nearly a year now and have had nothing but good service and support. When broadband failed on one occasion an assistant was very helpful and talked me through the most likely cause. When it was discovered that the cause was a faulty router a replacement was in the post arriving the next day. Once again the assistant was prepared to go through the steps of installation with me. So no, I have no complaints and found the customer service and provision of telephone and broadband excellent.
- Location
-
- Location
- newbury
- Reviewing
- Post Office
- Date
- 2018-05-02
- Comments
-
crap!!!!!!! intermitent internet connection every day since i joined cant wait till it ends, you pay for what you get so hey ho,customer service are good but cant help the rubbish internet service we are getting, all you will see is limited internet as you log on was ok when i 1st started then gradually worse week by week, go elsewhere you have been warned
- 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.