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Post Office broadband customers complain of email outage

Wednesday, September 11th 2013 by Hannah Langston
Post Office broadband customers report email issue

Some Post Office broadband customers have not been able to access their email accounts for more than a week.

Post Office broadband customers have reported issues with the provider's email service, leaving some users unable to access their accounts for over a week.

The company is in the process of moving to a new supplier for its home phone and broadband products, with connections to be provided via TalkTalk's wholesale network.

Several customers have contacted us to say they have been left unable to send or receive emails since the start of this month, while many have also struggled to get in touch with Post Office to find out more about the problem.

A Post Office spokesperson acknowledged that calls to the company's customer care line have been taking "longer than normal" to answer, blaming the issue on some changes being made to its broadband and phone service.

"We apologise to customers for any inconvenience and are working hard to rectify this," the spokesperson added.

At the end of the 2012-13 financial year, Post Office had just under half a million residential customers signed up to its fixed-line phone and broadband services, making it the UK's sixth-largest telecoms provider.

Comments (320)

15 days ago

Do they a better yfi that will pick up a stronger signal around my house

29 days ago

Thank you for replying to me all ok

Eileen Robinson
30 days ago

Received no emails since July 3rd 2014, cannot send emails. Contact with the helpline is very difficult and after a month of trying still no email service and no explanation or forthcoming answers! Keep being told each time I complain, "I will put another call to the engineer and it will take up to 72 hours to have them get back! Never call me, I have called them since 3rd July!!! Very disheartened

July 28th 2014

30 days ago


In the main I am very happy with the service both phone and broadband. however I have the International saver plan £3.33 / month + VAT. Twice in the last 4 months I have found that I have been unable to make a call overseas when i wanted too. I have receive messages say "There is a fault" "number engaged" or the number unattainable BRrrrrrrrrrrrr tone. Has anyone else experience similar problems?

Did you know Jeremy Woodrow has gone now Geoff Smyth is handling the emails for Jeremy's position! Not sure if he is head of telecommunication thou.

26th July 2014

My emails are not working

30th May 2014

I lost my internet service with the POST OFFICE (home phone & broadband) due to the so-called 'upgrade' towards the end of last year (2013). I complained endlessly and was told the problem was most likely with my equipment and that an engineer would charge me (can't remember exactly now, but in the region of £140) to visit my property and inspect my equipment. I declined and discontinued the internet with them but at the same time it seemed they decided to cut off my landline phone service as well - which they denied, claiming there was a telephone fault in my locality. Then it was suggested the fault was with my equipment and a visit to my property required to settle it.....no doubt at a cost of £140. Had been with BT for 20 years at this property and never a fault with my equipment. They continued to keep the messaging service going however, and I nearly lost my job due to not being able to access important messages relating to my work. Etc. etc....! Finally my mobile service TMobile/EE offered me a deal for £26 monthy direct debit to include mobile calls, landline calls and the internet - which I accepted. They arranged all the transfer from POST OFFICE and I am free of them at last. They did, however send me a final bill for 3 months of non-service for approx £60 - which I paid, so as to avoid any debt collection problems. I complained at my nearest main post office about it all and advised to go to OFCOM.......

29th May 2014

what a shambles its been with post office since 10th April, had no e-mails cant get into my account made 9 phone calls since crawled around floor checking this and that wouldn't give me or put me through to customer services, today I've now got to leave my computer on for 24 hrs. Who's paying the bill. still no decent line, my boyfriend wanted me, not to do Plus Net should have listen to him. HOPE I GET HELP BEFORE I GO MAD. I wished l looked at this site, I wont be staying long, GET YOUR ACT TOGETHER POST OFFICE

29th May 2014

reading the letters today I now realise why I have been so frustrated with the loss of email service over the past months, the connection with Talk Talk seems to have caused havock because the service was ok for years before the merger I had to stay with the post ofice for a year beacause I upgraded to wifi last May so as of now I can migrate - brilliant, the post office is not a user friendly organisation and the service is bad.

Catherine Davner
19th May 2014

I had three weeks service from them and they allowed someone to take over my service and did not know who took it over. I paid a quarterly bill of 88 pounds. 150 phone calls later I have still not had my money back this service should be shut down I have contacted my lawyer, the office of fair trading and trading standards. There customer service is deplorable and they should not be allowed to continue offering this service they should be shut down

12th May 2014

I have been having trouble with my broadband account since April 10th.They send me new passwords change my E-mail address to no avail .They promise to ring back and don't Sometimes I can send E-mails but not receive them and sometimes can't send them ,my account asks me to change passwords daily. The helpline has been no use at all.

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