PostOffice UK Users Blame ISP Network Swap for Phone and Support Woes

Customers of the Post Office’s broadband and phone service have been hit by a variety of service problems, ranging from a total loss of telephone connectivity to an inability to contact support, since the ISP began the migration of their telecoms platform from BTWholesale to TalkTalk Wholesale at the start of September 2013.

The migration was first announced in May 2012 (here) and details of the move, which also includes a change to the supplier of PO’s customer service and billing platforms, were finally confirmed in July 2013 (here). Unfortunately some aspects of the migration do not appear to be going smoothly for everybody.

ISPreview.co.uk has received a variety of reports with some customers saying that they’ve been left without a telephone service for several days and others struggling to reach the PO’s support department. Other complainants have also highlighted inaccurate billing, a total loss of email access and the inability to access their accounts via the ISPs website.

Ernie Lawrence told ISPreview.co.uk:

“I have not been able to access my account on the postoffice.co.uk website for three days. Put on hold on three times for thirty minutes, then cut off, when trying to phone. No email for three days.”

Alan Gaynor said:

“I’ve also had no email service since Sunday, customer service is disgraceful and non-existent, been unable to speak to anyone on so called help lines, phone just rings and rings. Will be joining the droves of ex-customers as soon as possible.”

Lorna Adams said:

“I’ve been having problems with the telephone service spent all of yesterday morning and evening trying to get it sorted but no answer. I’ve been able to access my email account but my bills have been completely messed up and apparently I’m now in debt, funny as I’ve paid by direct debit for 2 years and the august payment hadn’t been taken. Their service is appalling.”

Mr Broderick added:

“We are old age couple our telephone not working for last 5 days we have spend hours and hours at different time to call but helpline is always busy our local post office letting us use their phone to call helpline we don’t know what to do.”

It’s understood that the lack of effective support has also made it difficult for some customers to change broadband ISP because they’re unable to request a migration code (MAC) to help them swap providers (ISP Complaints and Advice – MACs).

A spokesperson for the Post Office, whom also apologised for the problems, has since confirmed to ISPreview.co.uk that the changes being made to their HomePhone and Broadband services have resulted in calls to their support lines “taking longer than normal to answer” and they’re apparently “working hard to rectify this“.

A Post Office Spokesperson said:

“The elements of this service which were migrated to a new supplier last weekend do not affect HomePhone phonelines or broadband connectivity. A small number of customers have existing internet connection problems due to a number of mitigating circumstances which we will deal with on an individual basis.

Some customers using the @mypostoffice.co.uk emails may have experienced some delays when sending emails following a reconfiguration of the security settings on accounts. We have contacted these customers to explain how this can be resolved.”

In fairness, significant platform migrations often cause problems and as a result some customers always end up suffering from unexpected issues. Never the less the provider will surely want to get these issues resolved as quickly as possible and before more subscribers decide that it’s better to jump ship.