I'm not sure there's any point writing this, as you can tell Post Office don't seem to care for customer service. However, I would like to warn anyone considering signing on with Post Office broadband, to run 1000 miles.
We have been with them since March 2020, all through lockdown and working from home, and have been let down time and time and time again.
- Upon signing up, we were incorrectly told our speed range would be estimated between 35-40Mbps download, and 3Mbps upload. The reality for over 6 months was a download speed of between 0.8Mbps and 10Mbps, and an upload speed of 0.2Mbps. Since we were a flat of four working from home, as you can imagine, this was unusable. We spent hundreds of pounds supplementing with mobile data hotspots.
- We called technical support 20+ times over the months to complain about the speed. Each time we were told a different reason (internal home issues, external home issues, cabinet issues, wiring issues, device issues) before they finally admitted after SIX MONTHS that actually our estimated speed should be around 15Mbps download, and that we were lied to in the initial sign up. Had we known this, we never would have signed up for such a shoddy service. But also, we were never getting anywhere near 15Mbps anyway. So they lied on two counts and couldn't provide the service we were promised and were paying for.
- After discovering the reality of our speed, we wanted to cancel providers and go with a different company. We were told this would cost us a cancellation fee, and 80% of the remaining contract. This is despite the fact that we were lied to regarding speed.
- We were then told the only alternative would be to sign up to fibre through Post Office, where they could guarantee the originally proposed speeds of 35-40Mbps. We reluctantly signed on.
- Come to find out through Open Reach, that we should never have been sold Fibre, as it wasn't available in our area and wouldn't be for several months. Post Office had lied and we were now paying for a service we couldn't use.
- Got back to Post Office to cancel our Fibre and downgrade us back to our original broadband and home phone plan, since we still needed WiFi to work from home. They assured us they could downgrade us back, with no extra charges, to our original contract extending only until March 2021.
- One month later, all of a sudden our WiFi completely stops working, the DSL line is broken. We're advised by technical support to buy a new master socket, which we do, and install. After installing and monitoring for 24 hours as advised, we call back and technical support say they'll send an engineer out, maybe today, maybe tomorrow, who knows.
- The weekend goes by, still no WiFi, and we receive an email claiming there are "No faults on our end from Post Office, and it must be something at home. Here are some less than helpful troubleshooting tips."
- After trying out the tips, nothing works, and we again call Post Office for the third time in one week. It is only then that we find out they have cancelled our broadband. Out of the blue, without our consent, leaving four of us working from home with no WiFi, having to fork out for expensive mobile data, of which we'd all spent over £100 in the previous week whilst waiting for a response from Post Office.
- Post Office were unable to say why or how the broadband was cancelled, but that for some reason we were contracted on for a "home phone only" service with them for another year, starting last week. This is a service we don't even use and never agreed to sign on for.
- After speaking to three different people, they told us they could reinstate our broadband, but that it would take two more weeks and we would have to sign on to another year long contract through to November 2021. We are due to move out in February, so this made no sense given our original contract with Post Office was until March.
Of all the stress and turmoil 2020 has put us through this year, Post Office's service supercedes the lot. Personally, I lost my job due to being unable to perform duties with such an unstable home Internet connection. I have spent in excess of 20 hours on the phone and even more on hold with Post Office.
I am in touch with Citizen's Advice, who have advised us that we have a case regarding the exploitation of section 56 of the Consumer Rights Act 2015.
I was in contact with Post Office through their complaints department on October 24th, and they advised me they would respond with a resolution within 10 business days. It has now been a full month and we have yet receive a response. Fortunately, our landlord is a practicing lawyer, and we will be following advice.
I cannot stress how incompetent, unprofessional and uncaring Post Office are as a service provider. I only hope that no one goes through what we went through with them.