Signing up for Post Office Fibre Broadband
Despite our package being provided free of charge as part of this review I had to sign up as normal and the costs were then corrected on the bill at a later date, as a result I can share the experiences of signing up as they are the same as everyone else. It was very straight forward to sign up with all the standard questions as expected and nothing too testing. I was advised of the best “up to” speeds available on my line and the choices between standard broadband, and the two different fibre broadband speed packages was explained well.
Transferring from Another Broadband Provider
The online forms made it appear straight forward to change from another provider but I was curious to see if it would be straight forward in practise. With my live date for the Post Office fibre broadband I was able to tell my current provider which date I was transferring when they phoned (they did already have this information but it is always nice to confirm isn’t it!). The previous providers service then stopped on the day in question.
Delivery of the Equipment
The new router arrived around 5 days before my live date and well packaged. The box contained the router, the adapter to plug it in to the power, an Ethernet cable, a phone cable and two of the interference filters that plug into the phone line. All pretty standard stuff like I have had before with previous routers so I wasn’t too concerned. The instructions were very straight forward and the diagrams clear. The equipment was clearly marked that it should not be plugged in until the “live” date.
On the Live Date
On the date the fibre broadband was due to go live I was of course concerned (as we all would be) that now my previous provider had stopped their service there would be a problem and I would end up with no internet! I know it sounds silly but we would all be the same wouldn’t we! I didn’t need to worry, the Post Office Fibre service started at around lunchtime and I connected all of our devices to the Wi-Fi with ease.
The Customer Service
I had a need to call the customer services very early on during our contract because we needed to check about how to log in to the online account (and couldn’t find our log in information!) where you can view bills etc. I was in a holding system for a while as to be expected as I did call at a busy time of the day at around 5pm however the call was answered pretty quickly. The assistant who answered my call understood my query and was able to look into it and answer it efficiently. I was pleased to have discovered that it wasn’t one of those calls where you are transferred from person to person who can never resolve the issue immediately and hoped this wasn’t a one off and that this excellent customer service was usual for the brand.
Day to Day Fibre Broadband
Now we have had the broadband up and running for around 6 weeks I can give you my opinions and experiences of the service we have received. The speed we have been getting has seemed good and when checked has varied but mostly around the 38mb “up to” speed we were advised of. In general it has worked with no problems, a couple of times we have had the Wi-Fi appear to stop working however turning the router on and off each time resolved this. I am not concerned by this as with technology there will always be odd times things like this happen and it hasn’t been enough to be an issue. Last week however there was an issue with the broadband and it wouldn’t connect at all. I phoned the Post Office customer services and was on hold in a queue for around 20 minutes which was disappointing however when the call was answered I was told it was because all the country had no connections to Post Office broadband with the systems completely down. The lady told me they were working on it and expected it to be resolved by the end of the day and to contact them the following day if not. I was sceptical as I wondered if there was actually an imminent solution or if it was a delaying tactic! I was pleasantly surprised when an hour later I noticed the connection was working again with no problems.
Would I recommend Post Office Fibre Broadband?
From the service we have received I would have no doubt about recommending it. The connection and speed has been brilliant and the customer service has been great on both occasions I have used it. I believe the price is relatively comparable with other providers and I personally think you have to take things like customer service into account too as I would rather pay a little more but know the service is good than go with an unknown provider with dubious customer service! The choice though is yours of course!
Please note I was provided with a package of Post Office Fibre broadband and a visit from their Wi-Fi Squad (review of that here) in return for honest reviews of my opinions of both. The views and experiences above however are my own and not in any way influenced by the Post Office.
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