Post Office provides no-frills broadband at an affordable price but is not the cheapest name around. You can get set up very quickly with the Post Office, but it doesn’t have a vast offering like top providers such as BT and Virgin Media. Although its traffic management policy states that it doesn’t artificially slow broadband down at peak times, its Fair & Acceptable Usage policy might be a pain if you download a lot.
Although the Post Office has its downsides, it is ideal if you are looking for unlimited broadband that comes with good customer service.
Post Office broadband has a package to suit most internet users and often has reasonable deals for new customers. But, it’s not the cheapest provider around and you can likely get more for your money with other names like Plusnet and TalkTalk. It’s an ideal provider if you are looking for no-frills broadband packages, but may not be the best match if you want TV services and the latest broadband tech. Where its offering might be lacking, its customer service is not – the Post Office is among the providers with the quickest customer service call wait times, so you can get help quickly when you need it.
"Certain issues regarding the connection dropping out every day and having to disconnect and reconnect the router which becomes tedious but the monthly bill is cheap so you get what you pay for which counts for a lot these days."
*Reviews on this page are randomly selected and sourced from an anonymous feedback survey of 7,681 broadband customers conducted by BroadbandDeals.com in July 2020.
The odds are you have heard of the Post Office and probably only recognise the organisation for its postal services in the UK. But, the company, which was founded in 1986, also offers more than 170 different products and services from insurance, loans, foreign currency, and broadband and phone. The Post Office broadband and phone offering uses the Openreach network to provide ADSL and fibre broadband to around half a million people in Britain. It offers no-frills broadband and phone services, but has faced some criticism after being fined £175,000 by telecoms regulator Ofcom for overcharging its customers in 2020.
Like most other broadband providers, Post Office will contact your current provider to make the switch (unless you’re with Virgin Media). Once you have placed your order, you should get a Welcome Pack that will tell you your estimated start date – usually within five days. If you have a working phone line already, you should be switched over in as little as 10 working days. But, if you don’t, it may take a bit longer as you will need to have a new line installed in your home.
All Post Office broadband packages come with a free, easy-to-setup Wi-Fi router. With the Unlimited Broadband Premium Package, you will receive its standard Wi-Fi router, which has dual wireless N antennas, so your Wi-Fi can reach most areas of your house. If you opt for a Post Office fibre broadband deal, you will get the Fibre Wi-Fi router, which is three times faster than the standard one. With both routers, all you need to do is plug it in and you can then start using your broadband.
Post Office has three different packages to choose from – Unlimited Broadband, Unlimited Fibre Broadband and Fibre Broadband Plus – and they all come with unlimited data usage and no mid-contract broadband price rises.
Typically, the Post Office will sometimes have some good deals available for new customers, but they do not currently offer any other incentives or rewards for being a Post Office broadband customer.
It’s also important to note that if you are a new customer and don’t have a working phone line, you may not be able to take advantage of any Post Office discounts and deals. All packages come with line rental as standard and contracts range from 12 to 24 months.
With the Post Office, you are limited to phone and broadband as it currently doesn’t offer any TV services – this could end up costing you more in the long run if you can’t have all your communications services in one package. There are no broadband-only deals either, so you will have to take out its phone line when you sign up.
When choosing a broadband package, speed is one of the key things you need to look at. If you’re in a very small household and you only use the internet for basic tasks like checking emails, then you would be fine with lower speeds from around 10Mbps. But, if you like to play online games regularly and stream your favourite shows a lot, or you live in a household with three or more people, you would need fibre broadband. Post Office offers three different packages:
Perfect for browsing, emails and streaming standard video, this package provides average broadband speeds of 11Mbps and costs around £18 a month depending on the deals available – which is pretty much the norm for standard ADSL broadband. Like all Post Office broadband deals, there are no data usage caps or price increases throughout the duration of your contract.
Three times faster than Unlimited Broadband, with this deal you can get average download speeds of 38Mbps – enough to stream and download with few problems. Again, the price of this package depends on what offers are available at the time, but typically ranges between £25 and £37– which isn’t the cheapest around. It’s likely that you could probably get higher speeds at a lower cost with budget providers like TalkTalk and Plusnet.
The highest broadband speed that Post Office offers is, on average, 67Mbps, with its Fibre Broadband Plus option. It’s ideal for online gaming fanatics and those that like to make video calls and stream online content regularly. However, to have the best online gaming experience or to account for three or more users in the home, you may want even faster broadband, which may not make Post Office broadband the perfect fit for you.
When you share photos online and make calls via Zoom or FaceTime, you require decent upload speeds to do so. Post Office upload speeds are very similar to most other broadband providers and should enable you to do most online tasks (depending on your package).
With its Unlimited Broadband package, you can expect upload speeds of 1Mbps. With Unlimited Fibre you get 9.5Mbps and with its Fibre Broadband Plus deal you can expect a very speedy 19Mbps.
With the Post Office, all packages are unlimited so there will be no usage caps or extra charges and your speed will not be artificially slowed down during peak times. However, the postal giant does have a Fair & Acceptable usage policy that applies.
As set out in this policy, the Post Office will monitor upload and download usage as these activities typically “use a lot of network capacity”. The Post Office states it will look at a number of factors including “the amount of time excessive usage continues as well as the bandwidth used” and may reduce download and broadband speed if necessary.
Post Office has standard customer support avenues – you can reach the support team via email or call the Customer Care Line. Its Customer Care Line has two departments, the Technical Help Desk and Customer Care Desk, and both are open every day from 9am-5.30pm. However, it doesn’t currently offer other channels such as Live Chat, like many other providers do.
Where Post Office seems to be doing well is with its call wait times – Ofcom’s Comparing Service Quality Report states that Post Office Broadband customer support lines had an average call waiting time of 34 seconds. This is compared to the industry average of 1 minute, 37 seconds.
The latest league table published by Ofcom in May 2020 also reported that the Post Office recorded 13 complaints per 100,000 customers in Q4 2019. This is very close to the industry average of 14. Post Office even had less complaints than some of the top broadband providers such as TalkTalk, BT and Virgin Media.