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How do I contact Post Office Broadband’s customer service?

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Last update: August 24, 2023
Roams UK
Author: Roams UK
18 people have read this post in the last 12 months

You may be an existing Post Office Broadband customer or maybe you have heard of them because of their many services across the UK. In February 2021, Post Office decided to sell their broadband business to Shell Energy. Shell has stated they will not change prices for existing customers. Perhaps in the future this will change. So how can you contact customer service if you are an existing or prospective customer?

Post office broadband contact details

Existing customers can contact Post Office Broadband on 0800 121 7016, from 9am to 5pm, 7 days a week. You can also use their contact enquiry form on their website.

If you are looking to sign up with Post Office, you will now need to contact Shell Energy. If you want to ring them, their customer service number is 0330 0945801. You can also email them at broadband.support@shellenergy.co.uk.


Post Office broadband customer service reviews

Post Office Broadband have a poor rating of 2.5 stars from 1,300 reviews on Broadband review websites. Customers mention intermittent broadband, poor customer service and poor resolution of complaints as many areas that Post Office would need to improve on. Luckily for Post Office Broadband, Shell Energy have taken the reins and hopefully will have a better handle on their customer service initiatives in the future.


Frequently asked Questions about Post Office Broadband

My wireless router is dropping signal constantly

You can try a couple of things before contacting customer service:

-Move your device closer to your router, or move your router into a more central spot in the house.

-Try reducing the number of appliances that are on in the house to see if this helps,

-Restart your device, disconnect from the network and then retry to connect with the router using the security key.

If you are still having trouble, an ethernet cable might be a good solution for you. Your devices can be connected via a cable into the yellow LAN ports on the back of the router. Usually a cable is supplied with your router, or you can find one online at affordable prices.

If you can only connect to the internet from your computer to your Router via an Ethernet cable, then your connection problem lies with the Router's wireless functionality.

My broadband has suddenly stopped working

If your broadband was working fine, and you have tried turning everything on and off again and re-entering passwords, check to see if there is a service fault in your area. During inclement weather or due to roadworks or construction, sometimes the lines can be damaged. If this is in fact the case, Post Office or the local council will ensure this is resolved in a timely manner.


How to contact post office broadband customer service

If you are confused about the transfer of Post Office Broadband to Shell Energy Broadband, the easiest thing to do is either visit your local Post Office Broadband counter in your area to discuss everything with a customer care agent who are there to support you. You can also continue to pay in person at all of the Post Office locations nationwide.

If you prefer to speak to someone on the phone, you can ring 0800 121 7016 during working hours every day of the week. You could also ask for a brief explanation via email at broadband.support@shellenergy.co.uk.

If you are skilled in the ancient practice of letter-writing, Post Office Broadband would love to receive your letters at Post Office Telecoms Service, PO Box 14125, Selkirk, TD7 9AF.

We hoped this helped answer all of your questions on Post Office Broadband's customer service!

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Roams offers a free information and comparison service, which tries to help anyone find the product that best suits their needs. To ensure that the data presented is correct, extensive market research and product analysis is carried out. Our database of mobile phone and internet rates is updated every day. The content is frequently reviewed by a team of writers with previous experience and/or specific training in telephony.

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Nadia Pérez
Edited and revised por Nadia Pérez