Stopping Post Office Broadband: What you need to know

About Post Office Broadband

Post Office Broadband is a well-established internet service provider in the United Kingdom, operated by the Post Office Limited. As someone who's processed countless broadband cancellations, I can tell you that Post Office Broadband sits in an interesting position in the UK market. They've been providing internet services since the early 2000s, leveraging the trusted Post Office brand that British customers have known for generations.

The service uses Openreach infrastructure, which means they're running on the same network as many other UK providers like BT, Sky, and TalkTalk. What sets them apart is the Post Office brand recognition and their customer service approach. They offer both ADSL and fibre broadband options, covering most areas of the UK where Openreach infrastructure is available.

Most importantly, Post Office Broadband operates as a contract-based service, which is crucial information when you're looking to cancel. They typically require 30 days' notice for cancellation, and understanding this timing is essential to avoid unnecessary charges. Keep in mind that like most UK broadband providers, they have minimum contract terms that usually range from 12 to 18 months.

Plans, features and pricing

From my experience helping customers navigate their cancellations, understanding what you're actually paying for makes the process much clearer. Post Office Broadband offers several tiers of service, and knowing your specific plan details is the first step in any cancellation process.

Current broadband packages

Post Office Broadband typically structures their offerings around speed tiers. Their standard ADSL service delivers average speeds of around 10-11 Mbps, which is suitable for basic browsing and streaming. Their fibre packages are where most customers sit these days, with Fibre 1 offering average speeds of 36 Mbps and Fibre 2 pushing up to 67 Mbps on average.

Additionally, many customers bundle their broadband with Post Office phone services. This is something I always tell people to check carefully when cancelling, because bundled services can have different cancellation terms. You might be cancelling your broadband but accidentally leaving a phone line active, which continues to generate charges.

Key features and limitations

Post Office Broadband includes unlimited usage on all their packages, which is standard practice now but worth noting. They provide a wireless router as part of the service, though you'll need to return this when you cancel to avoid equipment charges. This is a common pitfall I've seen countless times - customers forget about the router return requirement and get hit with £50-£100 charges months after cancellation.

The service includes basic email addresses and online account management. Keep in mind that when you cancel, you'll lose access to any Post Office email addresses, so you'll need to migrate important contacts and information before your cancellation takes effect.

Terms of service and cancellation policy

Here's where things get really important, and I've seen more mistakes made in this area than anywhere else. Post Office Broadband's terms of service contain specific requirements that you absolutely must follow to ensure a clean cancellation.

Notice period requirements

Post Office Broadband requires 30 days' notice for cancellation. This is non-negotiable and starts from the date they receive and process your cancellation request. Here's the critical part that trips people up: if you're still within your minimum contract term, you'll typically face early termination charges. These charges usually amount to the remaining monthly payments on your contract.

First, calculate exactly where you stand. If you signed an 18-month contract and you're only 10 months in, you're looking at paying for the remaining 8 months. However, if you're past your minimum term, you're on a rolling monthly contract and only need to provide that 30 days' notice.

Early termination fees explained

Most importantly, understand that early termination fees are calculated based on your remaining contract obligations. For a Fibre 2 package costing £30 per month with 6 months remaining, you're looking at approximately £180 in early termination charges. Some customers find this acceptable if they're moving to a significantly cheaper provider or relocating to an area without Post Office Broadband coverage.

Next, consider the exceptions. If you're moving house to an area where Post Office Broadband isn't available, they may waive early termination fees. You'll need to provide proof of your new address and evidence that the service isn't available there. Similarly, if there are persistent service issues that haven't been resolved, you may have grounds to cancel without penalty under consumer protection regulations.

UK consumer rights and cooling-off period

Under UK consumer law, you have a 14-day cooling-off period from the date your service starts. If you cancel within this window, you won't face early termination charges. However, you'll still need to pay for any service you've actually used during those days. This is particularly relevant for customers who've just signed up and immediately regret their decision.

Cancelling by post - the complete guide

After processing thousands of cancellations, I can tell you with absolute certainty that postal cancellation is the most reliable method for terminating your Post Office Broadband service. Here's why this matters and exactly how to do it properly.

Why postal cancellation is most reliable

Phone cancellations can be convenient, but they lack the paper trail that protects you if disputes arise. I've seen countless cases where customers insist they cancelled by phone, but the provider has no record of it, leading to continued billing and collection issues. Online cancellation forms can fail to submit properly, get lost in system updates, or be disputed later.

Postal cancellation, particularly via Recorded Delivery, provides irrefutable proof. You have a physical record of exactly what you sent and when the company received it. Additionally, written cancellation requests force you to include all necessary information upfront, reducing the chance of processing delays due to missing details.

Essential information to include

Your cancellation letter must contain specific information to be processed efficiently. First, include your full name exactly as it appears on your account. Next, provide your complete service address where the broadband is installed. This is crucial because Post Office may have multiple accounts under similar names.

Include your account number, which you'll find on your monthly bills or in your online account dashboard. Additionally, state your telephone number associated with the service if you have Post Office phone services. Most importantly, clearly state your desired cancellation date, remembering to allow for the 30-day notice period.

Explain briefly why you're cancelling, though this isn't legally required. However, if you're claiming exemption from early termination fees due to moving house or service issues, you must provide supporting evidence. For house moves, include proof of your new address and evidence that Post Office Broadband isn't available there.

Step-by-step postal cancellation process

First, gather all your account information before you start writing. Check your latest bill for your account number, contract start date, and current package details. This preparation prevents delays caused by missing information.

Next, write your cancellation letter clearly and professionally. Date it and keep the language straightforward. State that you wish to cancel your Post Office Broadband service, provide all the necessary account details, and specify your desired cancellation date.

Keep in mind that you should make copies of everything. Photocopy or scan your letter and any supporting documents before sending. This creates your personal record of exactly what you submitted.

Sending via recorded delivery

Send your cancellation letter via Royal Mail Recorded Delivery. This costs approximately £3-£4 and provides proof of postage and delivery. When you post the letter, you'll receive a receipt with a tracking number. Keep this receipt safe - it's your proof that you sent the cancellation request.

The official postal address for Post Office Broadband cancellations is:

• Companies House, Crown Way, Cardiff, CF14 3UZ

Address your envelope clearly and ensure you've included the complete postcode. Royal Mail typically delivers Recorded Delivery items within 1-2 working days, and you can track delivery online using your reference number.

Using services like Postclic for efficiency

For customers who want to streamline the process, services like Postclic offer a modern solution to postal cancellations. Postclic allows you to create, send, and track your cancellation letter entirely online. You type your letter digitally, and they print, envelope, and send it via tracked delivery on your behalf.

The key benefit here is the digital proof of delivery combined with professional formatting. You don't need to visit the post office, buy envelopes, or worry about correct postage. Everything is handled electronically, but you still get the legal protection of a formal postal cancellation with full tracking. Additionally, Postclic maintains digital records of your correspondence, which can be invaluable if you need to reference your cancellation months later.

Timeline and what to expect

Once Post Office receives your cancellation letter, they should process it within 3-5 working days. You should receive written confirmation of your cancellation, including the exact date your service will end. If you don't receive confirmation within 10 working days, follow up immediately.

Your service will continue until the end of your notice period. Keep in mind that you must continue paying your monthly bills during this time. Your final bill will arrive after your cancellation date and should include any remaining charges, early termination fees if applicable, and any credits owed to you.

Equipment return requirements

Most importantly, you must return your Post Office router and any other equipment they provided. They'll typically send you a returns label and instructions after processing your cancellation. You usually have 30 days from your cancellation date to return equipment. Failure to return equipment results in charges of £50-£100 appearing on your final bill.

Pack the equipment securely and get proof of postage when you return it. I've seen too many cases where customers returned equipment but couldn't prove it, leading to disputed charges. Take a photo of the packaged equipment and keep your proof of postage receipt.

Tips from former members

Having worked with thousands of Post Office Broadband customers through their cancellation journey, I've collected invaluable insights that can save you time, money, and frustration. These are real-world tips from people who've been through the process.

Common reasons customers cancel

Understanding why others cancel can help you evaluate your own situation. The most common reason I encounter is finding cheaper deals elsewhere. The UK broadband market is intensely competitive, and customers regularly save £10-£20 monthly by switching providers. Additionally, many customers cancel when moving house, either because Post Office Broadband isn't available at their new location or because they're using the move as an opportunity to switch providers.

Service quality issues drive another significant portion of cancellations. Customers report slow speeds that don't match advertised averages, frequent disconnections, or poor customer service experiences. Keep in mind that if you're cancelling due to persistent service issues, document everything. Save emails, note dates and times of outages, and record reference numbers from support calls. This documentation strengthens your position if you're seeking to avoid early termination fees.

Timing your cancellation strategically

First, check your contract end date before you do anything else. You'll find this in your online account or on your original contract paperwork. Set a reminder for 60 days before this date. This gives you time to research alternative providers, submit your 30-day notice, and ensure a smooth transition without any gap in service.

Next, consider the switching process if you're moving to another provider. Under the Openreach network switching process, your new provider can often handle the cancellation of your old service automatically. However, this doesn't always work smoothly with Post Office Broadband, so many customers prefer to cancel directly to maintain control over the process.

Avoiding common pitfalls

The biggest mistake I see is customers assuming they've cancelled when they haven't followed through properly. Thinking about cancelling isn't the same as actually cancelling. Until you've sent that written notice and received confirmation, you're still under contract and bills will keep coming.

Additionally, don't ignore your final bill. Some customers assume that once they've cancelled, they're done. Your final bill might include early termination fees, equipment charges, or pro-rata charges for partial months. Review it carefully and query anything that doesn't look right within 30 days.

Managing the transition period

Most importantly, plan for your internet needs during the transition. If you're switching providers, there might be a gap between your Post Office service ending and your new service starting. Consider using mobile data or arranging temporary internet access if you work from home or have other critical internet needs.

Keep your Post Office router connected until your cancellation date. Some customers disconnect everything immediately after sending their cancellation notice, then find they still need internet access during the notice period. You're paying for the service during this time, so you might as well use it.

Dealing with retention offers

Post Office may contact you with retention offers after receiving your cancellation request. These offers might include discounted rates, upgraded speeds, or other incentives to stay. Evaluate these carefully against your reasons for cancelling. If you're leaving purely for cost reasons and they offer a genuinely competitive rate, it might be worth considering. However, if you're cancelling due to service issues or because you're moving, retention offers probably won't solve your problem.

Final account closure checklist

Before you consider your cancellation complete, work through this checklist. First, confirm you've received written cancellation confirmation from Post Office. Next, verify that your final bill is correct and pay it promptly to avoid collection issues. Additionally, ensure you've returned all equipment and have proof of return.

Update any direct debit or payment card details to prevent Post Office from taking future payments. Cancel your direct debit only after your final bill is paid. Furthermore, migrate away from any Post Office email addresses you've been using. Update important contacts with your new email address before you lose access.

Keep all cancellation documentation for at least 12 months. This includes your original cancellation letter, proof of posting, confirmation from Post Office, final bill, and equipment return proof. If any disputes arise, this documentation is your protection. Store digital copies in a secure location like cloud storage or email them to yourself for easy retrieval.