Post Office Telephone and Broadband Service

Lizk

Can anybody give me some advice at getting a service from the Post Office Broadband and phone service.

When the account was opened it was done in my husband's name. At the end of last year, he passed away so I contacted the post office and asked them to change the account to my name but they'd only do so if I entered into a new account with them with a new minimum 18 month period. I refused as we'd been with the post office for some time and could see no reason why I should be tied into a new agreement when we'd had the old account for several years (which I'd been paying for anyway) just because my husband had passed away. Since then, they've continued to provide a service and I've continued to pay for that service, but the bills still come addressed to my husband.

This week my broadband service slowed considerably and I telephoned the customer service department to report a fault but they've refused to do anything as I'm "not the account holder". I've explained that he's passed away but they won't speak to me until the name on the account has been changed. After over half an hour on the telephone they still won't simply change the name but are insisting on a new contract before they'll fix the fault. I've now asked for a MAC code but they won't give me that either as I "could be anybody"!

Aside from the fact that this is a huge rip off, can anybody give me some advice as to how I can get the MAC code so I can move to a better provider?:mad:

kuniva

Hi liz.

I too have been experiencing a bad internet connection throughout last week. I know that PO do alot of resyncing but this is constant, i'm just taking it as they are upgrading their software.

I know all too well of how unhelpful their customer service is, as I am unable to forward ports. The router manufacturer can't help me as it is PO firmware, and PO can't help me cause their apparently "unable to offer services for port forwarding", and that I should "buy a new router". I would rather spend that money on a new contract.

I understand that names can't usually be changed on an account, but since this is a bereavement issue there shall be policies in place for this. The staff are obviously ill informed, untrained monkeys. I would suggest that you ask to be put through to their legal department if they are incapable of giving you the help you deserve, and if they refuse, contact ofcom who are the regulators and ask them if its possible for the name change on the account due to your circumstance.

As for your MAC code, you can request one at any time, generally you are transferred through to the cancellation department. If they deny you one you can also contact ofcom complaints as it's against legislation.

regards

gary

Lizk

Thanks Gary. There hasn't been a single other service provider that's had an issue with changing the name on the accout after my husband's death. Quite the opposite, everyone was amazingly helpful. Except the Post Office that is. I've lodged an official complaint now with Ofcom/Otello and will have to wait for them. In the meantime, I can click on a page, go and make a cup of tea, drink it and when I return to the computer the page might have loaded!

visidigi

definitely a case for ofcom, in fact, I would also go to Watchdog with it - thats bordering on illegal selling tactics from the Post Office and they should be suitably slapped for it.