Pobroadband Reviews

So an update - no internet since 17th January but finally provided with a new router. Still not working so had to arrange an Openreach engineer who came on 28th February and advised the ‘new’ router was faulty and also certainly not new. As I have already missed 6 weeks of weekend duty, he suggested I buy a router so off to Argos and another £34.99 lighter.
Today, I have received a demand for payment with the threat that action will be taken, so you are charging me for a service I have not received.
I also requested a SAR several weeks ago and finally got confirmation that you will be emailing it - still not come and this will be used in mediation when the case is elevated to Ofcom.
I still haven’t received recompense for the mobile data and am seriously out of pocket - how convenient that PO did not register with the compensation scheme so ultimately they have no legal requirement to recompense.
So, it continues and no closer to closure.
I have a contact with a competitor now

Update 24/4/22 have heard nothing from them and still not reimbursed. I have sent a number of emails which have not even been acknowledged nor has my SAR request which was apparently being emailed.

30/4/22 no response from PO Broadband so now escalated to the ombudsman, already had a response saying they do not know who I am! So glad they are not offering broadband any more and my current provider is cheaper, faster and actually works

Date of experience: 12 March 2022

Please Please do not use.
My go live date was 4.2.22. Then 9.2.22.
Nothing!.
Phoned customer services 55min wait, fobbed off exchange problem with fibre issues in street but neighbours had fibre,
I phoned again over 1hour wait.
Told again problem again with a pcb board at exchange, not true.
Promised an update phone call nothing.
I cancelled the non existant service but 1hour again. It was like trying to lasso the wind!!!
DO NOT USE THIS SUPPLIER,
I am now without broadband for over 4 weeks.
I have gone elsewere but not live till 10.3.22.
Do not use pay a few pound more and at least get a service.
Take heed of other reviews as they are true.
Worst service ever

Date of experience: 01 March 2022

Been with PO Broadband for years. Contract up for renewal. Decided on Fibre, bad move.
They sent a router with no pass word or ID on it.
Originally told it would be live on 28th.
Now I'm being told that it could be 28th or 29th. And Instead of just logging on I've got to keep on calling in untill they "switch me on".
So that they can issue a Router name & Password.
Rubbish idea.
Can't cancel without fees as problem arose after end of "cooling off" period. Which is convienient for them.
Wish I'd read Trustpilot before swapping contract.
Dreading the service I'm going to receive.

Date of experience: 28 January 2022

I have actually had a great experience with Post Office over the three years I've been with them. Firstly, I had an original contract which I let expire and when speaking to them they waived the exit fees and allowed me to transition smoothly onto a new contract with them. Secondly, when renewing my contract for a third year I spoke to Shaun in the renewals team who upgraded my contract to double the speed for less price! It pays to pick up the phone and speak to them! Thanks very much!

Date of experience: 05 January 2022

When I moved home, I tried to move my no. but they said they cannot. so I started with another provider. When I tried to call back to cancel with them they said actually I could have kept my no.
since I had started with other provider there would be cancellation fees, however pobroadband are refusing to pay fees to continue with them despite it stemming from their misinformation

Date of experience: 29 December 2021

Called post office on behalf of friend to cancel broadband as she seldom used it and it was very slow anyway. Adviser kept insisting she needed it and to go for faster broadband. Took ages to pursuade him she didn't want it. Was very difficult to understand him he was clearly having difficulty reading from some sort of script and also eating at the same time. Glad I left them years ago.

Date of experience: 23 December 2021

I first became a customer on April 2020 and the set up, overall cost and service level was all spot on.

Since renewing this year, the internet drops constantly and the upload speed is atrocious.

Having recently needed to start working from home this is an issue that I need sorting but it is wasting a good hour of my time each time I call due to the hold wait and the inability to help.

The extra star is purely because when you finally get through to someone, they are generally friendly and wanting to help.

Date of experience: 13 December 2021

Very difficult to get customer services to answer the phone, I waited 33 minutes then I got through only for the customer services person could not hear and hung up. This is not the first time this has happened. Avoid this company and Shell energy broadband as the customer base is moving to Shell energy. Very poor CS but the service has been great for the money.

Date of experience: 08 December 2021

If I could give zero stars I would. Took out broadband and landline contract in January 2021. I can't wait for this contract to end. Broadband regularly drops out even though we've had 2 engineers, both outside and inside. New filter, new router, new socket on the wall with built in filter and still broadband drops out. I can only now put it down to post office staff dicking about with connections their end. The catalogue of errors continues with staff hanging up on you, emails saying there is nothing wrong etc. I will never recommended post office broadband or land line to anyone. They are beyond hopeless and never came close to below average.

Date of experience: 09 October 2021

Absolutely disgusted . Now been without home phone for 2weeks Never had such bad service until Shell took over and been with post office for nearly 20 years.
I was however informed I could speak to open reach to rectify my line problem and I did point out this was actually their job not mine!!!!

Date of experience: 07 September 2021

Soooooo bad!!!! The worst broadband provider that I have never had! Today the internet stopped working, I have been waiting to talk to them on the phone for 25 mins (and yet no answered!) when I should be working from home! I am paying for a service that is not available! The internet has also been super slow, I can’t have a 1 hour meeting call without having to disconnect the camera or getting cut out! What a disgrace! SOOOOOO BAD! DO NOT USE THEM

Date of experience: 15 December 2021

THE WORST COMPANY EVER!!

I woke up on Friday morning to my internet being turned off. I understand completely it’s my fault as I’d not payed my bill of £34. I’ve been going through a difficult time recently with me and my son having COVID and it completely slipped my mind. If received no phone call reminder not even a letter with a gentle reminder it hadn’t been paid. I call up at 10am Friday morning and pay it over the phone, and am assured the internet will be back on in 2-4 hours. After 10-15 calls to them we are now on Sunday morning and I still have no internet!! I work from home and am unable to work. I promise you please stay away from these guys!!! I’ve just ordered virgin broadband instead that’s getting delivered on Wednesday so this never happens again!

Date of experience: 05 December 2021

I have been with Post Office broadband for a few years with no problems. Since Shell took over in spring 2021 it’s awful. Drop outs several times a day and a bad phone line connection. Customer service Helen who refused to give her surname needs to get some manners. Tutting and huffing at me throughout the conversation is discussing. I’m 82yrs old and would like some help that’s all. I will finish my contract and find a better company. Poor everything

Date of experience: 29 July 2021

Been ok until last couple of weeks. Partner suddenly couldn't access his work vpn. After his IT department checked it over and he had it working fine from the office he called PO to be told it is nothing to do with them. Not interested in helping. we have eventually found that if we alter the safeguard settings it works BUT the settings appear to have changed everytime you go in. Sometimes it has a tick in social media, which we never put in, sometimes it ticks to block other things that we haven't done so there is clearly an issue with it.

Date of experience: 16 September 2020

Useless company. Quick to take money but not quick to provide services. Customer services do not exist at all.I I have been waiting on the phone for 30 minutes before they even picked up the phone and the customer services guy named Alamin was an absolutely useless. He wanted me to unscrew the equipment an have a look what is inside. I never ever saw such an unprofessional people in my entire life. Then he started to mock me and laugh. This is a Warning for everyone NEVER EVER SIGN UP WITH THIS COMPANY. I don't have an internet for 4 days already and coursing the day when I signed up to for them. I will move out from them ASAP.

Date of experience: 26 November 2021

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, you pays for what you gets.

Date of experience: 30 July 2021

Absolutely terrible customer service from the staff on the phone lines they couldn’t sound less interested or bored if they tried may aswell be asleep. The enthusiasm for their job seems none existent. Very frustrating to speaking to on the phone with the hmmm yeah hmm yeah response to literally everything you say. Been a customer for a few year now but I’ve had nothing but problems recently & will be taking my custom elsewhere when the contracts up.

The only staff member I will give credit too was Curtis as he wasn’t at all patronising, & seemed a bit more alive than the other 5 staff I’ve spoken too in the past 24 hours..

Date of experience: 28 May 2021

Absolute dog shxt always cutting out 900kbps download speed DONT BOTHER WITH PO BROADBAND you’ll end up like me watching 720p videos until the contract ends. Just pay a lil more go for community fibre.

Date of experience: 19 March 2021

I've had PO Broadband for over a year. I had some issues after it was first installed, with the phone not working at all on several occasions. That was fixed eventually and it has been working fine since then. The customer service has been OK, and you can email them if you don't want to wait on the phone. The cost is quite competitive and I haven't experienced any low internet speeds so far. I hope it stays the same after Shell take over.

Date of experience: 04 May 2021

My elderly vulnerable parents were left without a landline & broadband for 8days! No communication, no up date and staff are very rude. Sarah from complaint department hung the phone up as she didn’t want to answer our concerns. Reading the reviews this seems to be a normal standard from post office. Please do not go with them! At least my parent had us near to go and sort it out for them. Do not want this to happen to anyone else. As you can see, I don’t normal leave bad reviews up until now!

Date of experience: 13 August 2021