Post Office Broadband Buyers Guide

Good value broadband and home phone from a brand you trust, with the option to pay over the phone or at your local branch

  • UK-based customer support helpline
  • Fixed price guarantee - no monthly increases to broadband costs during your contract
  • Wide range of payment options, including the ability to pay in cash at your local branch

 

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DTL provider ID 43 (Headless version) Embed is ON (switch)

Post Office Unlimited Broadband
£17.00 for 12 months
£30.00 thereafter

No upfront cost

  • 12 months fixed price + 6 months free F-Secure SAFE
  • Truly unlimited usage
  • 11Mb average download speed
  • Free wireless-n router
  • Free UK-based support
  • Only pay for the calls you use
  • No activation fee
  • 12 month contract

Buy now

Post Office Unlimited Fibre Broadband
£24.00 for 12 months
£37.00 thereafter

No upfront cost

  • 12 months fixed price + 6 months free F-Secure SAFE
  • 38Mb average download speed
  • 9Mb average upload speed!
  • Truly unlimited usage
  • Free fibre Wi-Fi router (worth £100)
  • Free UK-based support
  • Only pay for the calls you use
  • No activation fee
  • 12 month contract

Buy now

Post Office Unlimited Fibre Broadband Plus
£28.00 for 12 months
£42.00 thereafter

No upfront cost

  • 12 months fixed price + 6 months free F-Secure SAFE
  • 67Mb average download speed
  • 17Mb average upload speed!
  • Truly unlimited usage
  • Free fibre Wi-Fi router (worth £100)
  • Free UK-based support
  • Only pay for the calls you use
  • No activation fee
  • 12 month contract

Buy now

Details last checked on 2021-01-05

Reasons to choose Post Office Broadband

  • Affordable - using TalkTalk's network, Post Office broadband is able to offer reasonable pricing
  • Range of phone options - add phone upgrades and features as needed or stick with inclusive weekend calls
  • More payment options - as well as the usual payment by direct debit, you can also arrange to pay your bill over the phone or in person at your local Post Office, though be aware that there may be a £1.50 charge for paper billing if you don't manage your bill online via direct debit
  • Fixed price guarantee - the price of your broadband won't increase for the length of your minimum contract (between 12 and 24 months)
  • Choice of contract lengths - all deals are available on a choice of 12, 18 or 24 month contracts
  • Quick Switch from other providers - if you're currently with BT, TalkTalk, EE or Plusnet, Post Office will handle the entire switchover process automatically for you

Possible downsides

  • Poor performance - the Post Office test as much slower than expected and have some of the most negative customer reviews
  • No standalone broadband available - you have to switch your line rental and phone package to the Post Office, switching may be a hassle for some, though others may find combining the bills to be more convenient
  • Few extras - Post Office Broadband is a no-frills service that offers little in the way of extra features

Features at a glance

  • 11Mb average download speeds for standard broadband, 38Mb average for Fibre and 67Mb for Fibre Plus

  • Choose between 12, 18 and 24 month contracts on all deals

  • Unlimited usage allowance

  • Free connection

  • UK based customer support

  • Free wireless routers, AC-rated on Fibre Broadband

  • Range of phone calling plans and features

  • Option to pay over the phone or in branch rather than via direct debit

  • Post Office Broadband have published a Traffic Management Policy

2.3 stars
  satisfaction rating based on 964 customer ratings since 2020-01-20. See more Post Office customer ratings and reviews.

Customer Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Post Office.

Customer Ratings Summary

  • Satisfaction
    2.3 stars
  • Customer Service
    2.5 stars
  • Speed
    2.2 stars
  • Reliability
    2.2 stars

Based on 964 customer ratings since 2020-01-20

Show all time ratings

Add your own review of Post Office

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
Move from BT where I had 16MB download speed and now have an intermittent service that regularly drops and at best speeds of 7MB DOWNLOAD.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Post Office Edit Review
The worst broadband service I've ever received. A soon as I switched over - the problems started. At the worst point I had no broadband for nearly 24 hours. Intermittent loss of broadband - I ended up purchasing BT pay as you go broadband because due to the lockdown, internet has become essential especially for the children who have remote education.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
WOLVERHAMPTON Post Office Edit Review
I had a nightmare experience with the Post Office. I've paid for 50mbps speed but got 3-4mbps. I had to raise 3 complaints and called them at least 10 times, then they've booked the Openreach appointment and nobody turned up. The customer services are beyond abysmal, their electronic telephone identification takes a very long time but it does not work. I was on the phone for hours only to be put on hold and disconnected. I complained by email but never received any response. The customer service attitude was 'I don't care, leave me alone' type. I honestly can say that I've never experienced anything this bad, not even Talk Talk is THAT bad. I generally think the telecom companies in the UK provide exceptionally bad service and Virgin was also pretty terrible but this provider... Please stay away from them. If you have a problem with them - you are on your own.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Post Office Edit Review
Must be the worst company I ever used for BB in terms of service!! (& that's saying something as I used to be with talktalk who are diabolical).

Terrible speed, regular daily cut offs in service for lengthy periods at a time, and definitely not worth the money I've been paying. Their comms leave a lot to be desired too. Frankly, they should've been paying me to use them! I'm in the process of switching provider now, but would not recommend PO bband in the slightest - unless you want high blood pressure & constant frustration!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
midlands Post Office Edit Review
Like an idiot I went with these cowboys for broadband.
I had faster 56k dial up. When the internet went down which it did almost every day it was our fault according to the advisor at post office.
We were supposed to have an engineer in August and we’re still waiting now.
The advisors were rude as always interrupting me when I was trying to ask them something.
Now I have switched away and before my final bill has arrived the idiots have set debt collectors onto me.
For less than £20.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Derbyshire Post Office Edit Review
Quite simply the worst provider i have ever had, if it ever actually works, it is so slow that i can easily make a coffee while simple non graphic intensive page loads up. The so called technician came, looked, and I quote, "your equipment, a laptop one week old brand new is too old". Damn pathetic, and obviously not well trained technicians. I rang sky, and have internet in less than 48 hours of placing my order
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedworth Post Office Edit Review
Any slight change and they say you have to start a new contract: moving address, changing the name on the account... And if you leave, you have to pay for the remainder of the contract, rather than just a leaving fee.

Don't sign up as once they've got you, you're locked in!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stirling Post Office Edit Review
Great service. Change over was easy. So glad to be rid of talk talk. We've made 1 call to customer service, call was answered promptly and the agent was understanding, reassuring and knowledgeable. Really happy so far, not crashed once, it's only been a week but seem better than any other provider. Worth it for the comprehensive customer service. Oh, speeds are twice as fast as talk talk, whom they piggy back. Weird huh...
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Birmingham Post Office Edit Review
Quite simply the worst broadband I have ever had. Every day there were at least 4 connection losses, and each night around 10 PM you were guaranteed the internet would drop. I was unable to use my Chromecast the majority of the time as it could not connect to the wifi. You were lucky to make it through one episode on Netflix without at least 3 buffering periods. When contacting the Post Office about the poor service they were providing, they had nothing to say or do to improve it. I would not go back to this service if they paid me. I honestly don't know how they call this a broadband service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Post Office Edit Review
the service is rubbish from the beginning. From start, the link to create internet account for managing this broadband is not working. I have complained about this more than 10 times already, send screen shots make movies how it doesn't work. Post office is sending the same not working link over and over, they not keeping track of conversation, helpless help line, avoid of all cost, I wish I have checked here before I ordered it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Highbridge Post Office Edit Review

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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.

Broadband complaints

Vodafone still the worst large provider for broadband complaints, say Ofcom

Posted by Andy Betts on in NewsPost OfficeEEVodafonePlusnetTalkTalkSkyVirgin MediaBT

For the third successive quarter, Vodafone have been named as the 'big eight' broadband provider that generates the most complaints.

The unwanted title comes from Ofcom's latest complaints report for the last quarter of 2019. They show what while the industry average improved from 14 to 12 complaints per hundred thousand customers, Vodafone's number rose slightly to 27. That's around a quarter more than the next worst 'big eight' performers, Plusnet and TalkTalk.

Once again, the standout suppliers were EE and Sky with just five customers having cause to moan. They, along with BT, were the only companies to achieve below average grievance levels. Virgin Media made the biggest improvement, with their level of disgruntled users dropping from 20 in the previous quarter, to 14.

The data covers the UK's eight largest broadband suppliers, which all have at least 1.5% market share. Here's how they rank:

  Complaints per 100,000 customers Compared to previous quarter
EE 5 -
Sky 5 -
BT 10 -3
Industry Average 12 -2
Post Office 13 +3
Virgin Media 14 -6
TalkTalk 19 -3
Plusnet 20 -2
Vodafone 27 +1

 

The report covers October to December 2019. Its publication was delayed due to the coronavirus outbreak, and it also means that the data doesn't take into account the massive surge in broadband use during the lockdown. We'll have to wait and see what impact that had on customer satisfaction.

Customer satisfaction

Speaking of which, Ofcom have also released their latest annual Customer Satisfaction survey. The report, for the whole of 2019, shows that an overall 85% of users are happy with the broadband service they get.

Of the 'big eight', Plusnet came out on top with an impressive 93% satisfaction rate. This is in spite of them performing pretty badly in a couple of areas. Over the year they had the second highest number of complaints, at 100 per hundred thousand customers. They also had the second longest call waiting time. Anyone phoning Plusnet for support would have to wait an average three minutes 48 for the call to be answered. By comparison, TalkTalk would answer in just 39 seconds.

This was a rare win for TalkTalk, who came out bottom of the satisfaction chart at just 78%. Only 44% of their users were happy with how complaints were handled, too.

The Customer Satisfaction report ranks the leading broadband providers across a range of categories. Here are the winners and losers:

  Average Best Worst
Overall satisfaction 85% Plusnet - 93% TalkTalk - 78%
Customers with a reason to complain 12% BT, Post Office - 10% EE - 15%
Satisfaction with complaint handling 53% EE - 66% TalkTalk - 44%
Average call waiting time 2:10 EE - 0:26 Virgin Media - 4:26
Ofcom complaints per hundred thousand 52 Sky - 21 Vodafone - 115

 

Your broadband rights

You don't have to settle for poor service from your broadband provider. If you aren't happy with what you're getting, or you don't think you're getting what you're paying for, take a look at our guide to your rights as a broadband customer to find out what you can do. We've got some advice on how to complain to your broadband provider, too.

And, of course, when your contract is up, you don't need to stick around if your provider is not up to scratch. Check out the best broadband deals available today to see what your options are.

Comments

National Average Speeds March 2016

Average mobile broadband speeds rising in 2016 while fixed line home broadband speeds coast at late 2015 levels

Posted by Edd Dawson on in NewsAnnouncements4GEEEEHyperopticVodafoneThreeSkyVirgin MediaBTPost Office

Each month hundreds of thousands of broadband customers test their speeds with our broadband speed test. Since the end of 2015 there's been little change in average speeds from home broadband with average download speeds for March 2016 coming in at 20.41Mb and average upload speeds at 3.73Mb.

However, our test also supports users testing on tablets and smartphones, meaning we can report on mobile broadband speeds from 4G and 3G networks. While home broadband has been stable, mobile broadband average download speed has risen by a full 2Mb since December and upload speed by 1.6Mb, the average mobile broadband speeds for March 2016 were 15.31Mb download and 3.71Mb upload.

When the big mobile broadband and home broadband providers' average speeds compete on the same table, it's only Virgin Media's DOCSIS 3 cable broadband that outperforms mobile broadband, clocking in 46.95Mb, with upload speeds at 5.9Mb. 4GEE is ahead of BT Broadband with download speeds clocking in at 18.71Mb, faster than BT by 1.07Mb. 4GEE and Vodafone mobile broadband sit in overall 2nd and 4th places beating all home big broadband providers' averages bar Virgin Media, with Vodafone's 16.26Mb average mobile download speed only 1.38Mb behind BT.

Of the home broadband providers Post Office Broadband still has the UK's slowest broadband speed overall with only 4.38Mb average downloads and 1.67Mb average uploads, well below the average speeds expected for copper phoneline broadband. Three tested with the slowest mobile broadband at 12.09Mb downloads, but this still beat home broadband offerings from Sky and EE.

When the supplementary broadband providers table (see page 4 of the report) is included we can see that fibre to the building provider Hyperoptic tested as the fastest broadband overall with 91.7Mb average downloads and 77.3Mb uploads.

Read more Broadband Speed Test Results for March 2016

Comments

Post Office Broadband Buyers Guide - Is Post Office right for you?

Can I get Post Office Broadband?

Post Office Broadband runs on the TalkTalk network where it's available. This is one of the largest networks in the UK and covers more than 25 million homes.

Unless you're based in a remote area you should be able to get Post Office Broadband.

If you live outside the TalkTalk network area, you'll be offered Broadband Connect in place of the standard packages. This is more expensive and uses ADSL Max. The fastest it can achieve is 8Mb, though expect it to be much lower as these areas tend to be rural and so further away from exchanges and local street cabinets. Given that there are other suppliers who can offer cheaper broadband and fibre packages in many of these areas, we'd recommend going with those rather than this product.

Use our postcode checker to see what broadband deals are available where you live.

What packages are available?

Post Office Broadband offer three packages. One is a standard broadband (ADSL) deal, and the other two are much faster fibre products.

The packages you can choose from are:

  • Unlimited Broadband - an unlimited, standard broadband package with average speeds of 11Mb
  • Unlimited Fibre Broadband - the basic fibre deal with average speeds of 38Mb and fully unlimited downloads
  • Unlimited Fibre Broadband Plus - the high end fibre offer with average speeds of 67Mb and fully unlimited downloads

The Unlimited Broadband deal is on a 12 month contract by default, and the two fibre offers are on 18 month contracts. However, you can choose to take any of them on a 12, 18 or 24 month deal if you prefer. The fixed price guarantee applies in all cases. That could make a longer deal more attractive to you, although it does come at the cost of far less flexibility. If you aren't happy with the service you won't be able to switch easily. It's also worth noting that the guarantee of no mid-contract price rises doesn't apply to call plans and other charges like call charges or features.

You can add call plans to all the deals. The standard call plan comes with inclusive weekend calling, including UK landlines, 0845 and 0870 numbers. For an additional £8 per month you can upgrade to anytime UK landline calling. There are also options to add anytime top 40 international calling.

The headline average speed of 11Mb means that this speed is experienced by at least 50% of the Post Office's broadband customers between peak hours of 8pm to 10pm. What speed you'll be able to achieve varies due a range of factors such as how busy the network is (speeds will be slower at peak times like evenings compared to late at night) and how far you are from your nearest BT telephone exchange - the further away you are, the lower your potential broadband speed. You can find out your distance from your nearest telephone exchange using our postcode checker.

Which package should I choose?

With only three deals to choose from, you simply need to pick the one that offers the best speed for your needs.

The Unlimited Broadband package offers relatively slow speeds. Although it can handle streaming of iPlayer or Netflix on one device, it'll struggle to handle much heavier use than that. This is the best choice if your internet usage is primarily limited to web browsing, social media and email.

For more demanding households your choices are between two fibre deals. The Unlimited Fibre product will be fine for most, and will be able to support a few people streaming TV, gaming, or downloading large files at the same time. The Plus offer is better for larger households, or those for whom speed is essential.

Also, given that Post Office Broadband runs on the TalkTalk network, do make sure you compare the service to what you can get direct from TalkTalk. This means price, router, and other services you may need such as TV.

Points to consider before you choose

  • Do you live in a rural or remote area where other budget providers aren't available?
  • Are you comfortable with limited available hours for technical support?
  • Is the option of avoiding direct debits and paying over the phone or in your local Post Office branch a selling point for you?

Compare all Post Office Broadband deals

What do I get when I sign-up?

It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.

  • Wireless router provided free - New Post Office Broadband and Homephone customers get a free 802.11n compatible wireless router when signing-up. The router supports 'N', 'G' and 'B' wireless technology. Fibre customers will get a more powerful AC-rated router. Both also come with 4 ethernet ports, so should be compatible with all your computers and devices, and come pre-configured so it should be as easy as plugging in and pushing a button to get you started.
  • Fixed price guarantee - no price rises to your broadband costs during your contract.
  • Free voicemail and caller display - Post Office Homephone comes with the option of free voicemail and free caller display. Other calling features can be added cheaply.

What are the benefits of Post Office Broadband?

The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.

  • UK-based customer service - Unlike some ISPs, Post Office HomePhone & Broadband’s customer service centre is entirely UK-based. The customer support number is an 0800 number free from UK phonelines and 8am to 8pm, 9am to 6pm on Sundays, closed bank holidays.
  • Pay over the phone or in your local branch - If you prefer to pay by card or in cash rather than taking out a direct debit, the Post Office allow you to settle your monthly bill over the phone or even in person at your local branch. However, be aware that there may be a £1.50 charge for paper billing if you don't manage your bill online via direct debit.
  • Fixed price guarantee - your broadband price won't rise during the minimum contract period. However, it will go up automatically when that period ends, so make a note to shop around for a new deal before that happens.
  • Choose your contract length - unlike most broadband providers, Post Office Broadband let you choose your preferred contract length. You can get 12, 18 or 24 month contracts on all deals, and the fixed price guarantee applies to them all. As a general rule, we'd recommend the shorter deal.

What are the drawbacks of Post Office Broadband?

Let's face it, not everything can be perfect, and even the best deals may have a downside.

  • No standalone broadband - If you want to keep your line rental and call plan with your existing supplier, or mix and match someone else's line rental with the cheap broadband service, you're out of luck. You can't get Post Office Broadband without line rental, and will also need to take your call plan from them, too.
  • No short contract options - The minimum contract length available is 18 months so you're unable to have the flexibility of a short contract if not sure whether you'll need to move or change providers in the next year, or if you know you only need the service for a limited period such as a 3 month job posting or 9 month academic year.
  • No 24 hour phone support - If your broadband goes down outside of support hours (after 9pm or 6pm on Sundays), you'll have to wait until 8am before you can contact support.
  • Poor performance - Post Office's customer speed test results are consistently much lower than would be expected from even a copper phoneline broadband provider. Customer ratings of Post Office are also consistently among the lowest of any provider we list.

 

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