Post Office HomePhone - STAGGERINGLY Bad Service...

Heinz

Did the Post Office ever comply with any of the points in the Ombudsman's Final Decision?

(1). send you a written apology for the inconvenience you have experienced due to this complaint and the customer service shortfall identified by the review;
(2). make a payment of £50 to you as a gesture of goodwill;
(3). maintain its offer to refund three months broadband rental to you;
(4). refund any discount you lost through the late provision of the plan between October 2007 and January 2008; and
(5). provide you with a full written breakdown of the account clearly showing all of the payments received and the bills that it has raised.
(6). provide the award to you within 28 days from the date of their letter.

dawnie1972

Oh can i join this thread.
Joined Post Office at end of Jan - told would go live on 4th Feb- by 2nd Feb had heard nothing, rang to be told i was going live on 4th Feb - asked for my phone number - didn't know it, c/s rep was very rude, by 6th feb had received/heard nothing then my broadband package turned up - wouldn't work - rang and was told microfilters were faulty and i would "have to buy another one" - finally found out my phone number. To cut a long story short - to this date i still have not received a bill!!, only received the welcome pack two weeks ago after writing and complaining, offered TEN POUNDS compensation and was assured the bill issue would be sorted - bill came out (direct Debit) this week - still no paper bill received!! I'm tempted to give up but will not touch BT and live in an area where mobile broadband is impossible. Oh and the phone line is really bad and crackles - reported this - 3 days later call from BT engineer he was outside my house - told him to go away i was at work 30mins away and couldn't just leave - he said to rebook with P/Office!

nicole_white

It's March 2011 and the Post Office have ignored the Ombud's ruling on my case. I am shocked at how common my issues with Post Office were to everybody else on this site. I wish I saw this forum earlier but I didn't have access to the internet before I signed with Post Office. cheers N

johnandrews101

I had that bad experience when we talk about post office. I think it would be better to have a home phone service so that it would be more convenient less hassle.

originalracingsnake

PO have cocked up a house move, STILL cannot send a bill out, have cut us off (twice now), without warning, due to an paid bill I have never seen. I've had routers that fail, replacements sent to the wrong address, and drop outs on the line rendering broadband useless.

We moved in Aug this year, and I carried on with the service (stupidly), now I want to cancel, I have found out that I have had a 12 month contract since the address change and they want £170 to release me from the contract.

I reckon them not sending out a bill, then not sending out a reminder puts them in breach of thier own T+C's. Can I use that as a lever to get out fo the contract and employ someone who knows !!!!!! they are doing?

diamonds

Hidden in the depths of the website is the official complaints code of conduct as enforced by Ofcom http://www.postoffice.co.uk/broadband-phone/home-phone-broadband/codes-practice

nose_2

Adding my Nose to Lips comments.. never usually do this kind of thing but was so mad about it that I ended up looking on line to see if anyone else was having a problem with the Post Office Home Phone.

My dad has now been waiting 4 weeks to be connected with no end in sight. We have more or less given up waiting to get through to their 'customer services' or 'technical support' after waits of 30 and 40 minutes. He has been given different dates for the connection but each time nothing happens and he is left wondering what next and without a phone to find out {he has no mobile signal where he is}.

Ironically when I have persevered and actually managed to contact them to try and help out they insist that he has to be the one to call as he is the account holder, despite the fact he lives miles away and has no means to call them. Even better they called me one day and then went on to say they couldn't talk to me as I wasn't the account holder - very surreal.

Staggeringly dreadful and unhelpful. No one seems to be able to do anything and as Lips said each time you talk to someone its like the previous conversation never happened and you get no further.

They may have good monthly deals but in the long run its not worth it.

vm2pensioner

Apparently you are not alone. May be the result of PO switching to TalkTalk as their broadband infrastructure?

http://www.reviewcentre.com/reviews155298.html

MillicentBystander

vm2pensioner wrote: »

Apparently you are not alone. May be the result of PO switching to TalkTalk as their broadband infrastructure?

http://www.reviewcentre.com/reviews155298.html

Not to mention charging over £5 more than the price talk talk charge for their u/l broadband. Even the P.O's ridiculously inadequate 10gb usage cap BB is more expensive than talk talk's u/l BB. A bit of a mark up going on there, I reckon.

Dave_F

I rarely, if ever, add to posts with a "me too" but in this case I will make an exception as I have just finished sending a letter of complaint to PO Telecomms.

I used to have service with them but they fouled up a home move (disconnected the old service then cancelled the new service order before it even went live) and so I went to O2 (now Sky of course). My "final bill" from POT was anything but as it took them 3 attempts to produce anything even close to the truth and even then it was inaccurate and lacking in detail.

Now I'd happily pay the bill (as I told them 30 months ago) if they could at least justify the entries on it and provide some level of detail. However when presented with a bill that has two duplicate entries for each of line rental and line rental (credit) together with an entry which just states "Debit" then I opened Pandora's Box by asking them to explain the entries. Cue several more bills, with varying level of (wrong) dates for line rental etc and I just gave up. I sent them a final letter stating that I would pay the bill when they sent me one which was accurate and made sense.

Roll the clock forward 30 months and I'm now being "hounded" (actually they were very nice about things) by Roxburghe, POT's debt collector for the outstanding £32, plus an £18 admin fee.

I've written to POT, copied Roxburghe, and await their response - I will, of course, keep you entertained with details of the response.

In case anyone is on any doubt about the abysmal level of customer service that POT offer, when I phoned them to complain about them cutting off my internet prematurely, they told me that I could complain by sending an e-mail...... :wall: