Important Post Office update - February 2021
Post Office Broadband is now owned by Shell Energy.
At this time, nothing has changed for existing customers. Your service and price remain the same, and customer service and technical support are unchanged. You can also continue to pay for broadband in your local Post Office.
Shell Energy will be contacting all affected customers with further information.
How to contact Post Office broadband support and customer service
If you have problems with Post Office broadband and need help, you have a range of contact options. You can call, email or write to the Post Office. The Post Office website also has an FAQ page that answers many of the more common questions.
Post Office broadband customer service is available 8.00 am - 8.00 pm, Monday to Saturday, and 9.00 am - 6.00 pm on Sundays.
Post Office broadband customer service telephone number
If you need to call Post Office broadband customer service or technical support, there is a call centre that can help. You can call them on 0345 600 3210.
Calls to this number are free when using a Post Office telephone. Calls from other providers are charged at standard rates.
Post Office broadband email address
If you want to contact the Post Office in writing, you can email the customer support team directly.
The email address for Post Office broadband queries is [email protected].
Post Office broadband postal address
As the Post Office is most famous for stamps and delivering letters and parcels, you can also write them a letter and send it to:
Post Office Telecoms Services
PO Box 14125
Selkirk
TD7 9AF
Is Post Office broadband down?
If you have lost internet and think your service may be down you might like to try a couple of things yourself first. It might save some time and return your internet to service faster.
Try rebooting your modem and/or router and the phone or computer you use to connect to the internet. You would be amazed at how often this brings your internet back!
If that doesn’t work, you can check the Post Office Twitter feed or the Facebook page. Sometimes they post network outages on there.
The Down Detector website is also a useful resource for checking for network outages.
If any of the above indicate a network issue then you should wait for it to be fixed; otherwise, contact technical support for help.
If you would like to troubleshoot your broadband further, read our guide to troubleshooting broadband.
How to complain about Post Office broadband
Get in touch with the Post Office via Twitter or email
If you have a simple problem that could be quickly resolved or one that isn’t impacting your broadband service, you could contact the Post Office via Twitter, or over email at [email protected].
Complain in writing
If you prefer to contact the Post Office in writing, you can at the following address:
Post Office Telecoms Services
PO Box 14125
Selkirk
TD7 9AF
Remember to outline your issue, including dates, times and supporting evidence if applicable. Allow customer services a reasonable amount of time to respond before contacting them further or complaining to the ombudsman.
Complaining about Post Office broadband to Ombudsman Services
The Alternative Dispute Resolution (ADR) scheme was put in place to help consumers who could not get a problem resolved or issue addressed directly with their provider. Once you have given the Post Office enough opportunity and time to resolve your issue, you can take it to the ombudsman. You must have followed the complaints process first and have waited eight weeks for a resolution, or have received a deadlock letter. Then you can complain directly to Ombudsman Services for help resolving the situation.
If you would like advice on how to complain about broadband, read our in-depth guide.
Had enough of Post Office? Switch and save £££s
If you're having problems with Post Office you can always consider switching providers. You might be able to switch for free if you're out of contract - read our guide to cancelling Post Office broadband for more information. We've put some of our best deals below, to give you an idea of what's out there:
Or, to find out what else is available in your area, enter your postcode below: