Post office Home Broadband - not answering "Helpline"

[citizenB]

Is anyone else having problems with this provider at the moment?

 

I am prevented from sending emails - receiving a "System Error - please speak to your Internet provider" message.

 

Speak to your Internet Provider - hmmm, now that appears to be a challenge.

 

Having tried at various times throughout the day yesterday (they are open from 7am - 11pm, apparently) for a total amount of time of 4.5 hours listening to the grossest music with Ms Robot advising me "We are sorry we are experiencing a high volume of calls and my call will be answered as soon as possible" - I am assuming there are many other victims of this problem.

[citizenB]

Now I am really ticked off.. I dialled their "helpline" at exactly 7 am this morning. Finally someone answers and then hangs up !

[locutus]

How are you connecting? You using a program to view your emails or the post office's website?

[citizenB]

How are you connecting? You using a program to view your emails or the post office's website?

 

Microsoft Outlook

[locutus]

Try logging in here

https://account.pobroadband.co.uk/SelfCare.UI/

 

Hopefully you'll be able to at least access your emails.

[citizenB]

 

Thank you I have sent a couple of test emails and they have been received.

 

Much appreciated.

[florence2]

Hi guys, I am having the same problems. I have tried contacting the Helpline and get dis jointed music while I am on hold - so far 2.5 hours and each time the line has cut out after 25 minutes so I have to redial and start again. I am using Windows mail on Windows Vista. I have tried just about everything. I desperately need to use my email as I use itnot just for personal email but also business. Can any one help?

[citizenB]

Well now, they finally contacted me with instructions on how to reset things. If you give me a few moments, I will depersonalise my email and post it up on here in pdf format for you

[citizenB]

[ATTACH=CONFIG]46355[/ATTACH]

 

Here you go - Hope this Helps

[florence2]

Thank very much for the instructions, lets hope it sorts the problem. You would have thought that if PO knew they were going to do this sort of thing they could have emailed thier customers before hand and let them know what was about to happen and save everybody such aggravation.

[locutus]

I think you're right... if they have changed something and it has inconvenienced you and other customers, you should complain!

 

I've posted the relevant information from their complaints code below. Follow that and you should get some satisfaction.

 

What to do if you are unhappy with the service you

receive from Post Office HomePhone®

If you have any complaints in connection with your Post

Office HomePhone® service, you should initially complain

to the HomePhone Customer Care Line. They will try

to resolve the complaint instantly, or at least within

10 working days. The address for correspondence is:

Post Office® Telecom Services

Providence Row

Durham

DH1 1RR

Tel: 0845 600 3210 (calls may be recorded, monitored

and used for training and compliance purposes).

If you are not satisfied with the resolution offered you

should request for the problem to be escalated to the

Customer Care Line Manager for resolution.

 

Independent dispute resolution through

Ombudsman Services: Communications

Ombudsman Services: Communications is an independent

dispute resolution scheme. If following escalation

of a problem within Post Office Limited, we cannot

come to a mutual agreement, we will issue a

“deadlock” letter to advise you of the final outcome

of our enquiries, which will allow you to contact

Ombudsman Services: Communication if you wish.

Alternatively, if your complaint is not resolved

within eight weeks you have the right to contact

Ombudsman Services: Communication without

a deadlock letter. Ombudsman Services: Communication

contact details are as follows:

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Telephone 0330 440 1614 or 01925 430 049

Email: enquiries@os-communications.org

http://www.ombudsman-services.org/communications.html