Is Royal Mail down? Tracking outage explained | The Sun

10/03/2023

ROYAL Mail customers can experience issues with the website, leaving them unable to track and send parcels.

Being impacted by an outage can be extremely frustrating, we reveal how you can check your service status.

If you are one of the potential hundreds of people who have been affected by an outage, you might be able to complain and apply for compensation.

Here's everything you need to know?

Is the Royal Mail website down?

Hundreds of frustrated users have reported issues with being able to use the track and trace system.

Over 560 customers said they were having issues with looking up where there parcels were, according to Down Detector.

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"Any ideas when it will be back up?"

While another person wrote: "Hello, I am trying to track a package but the website isn’t working.

"What are my options? Thank you."

And someone else added: "What's up with your tracking page? Website not working."

One furious user wrote: "The Royal Mail are jokers, put up a statement and tell your customers how poor you are and how you are hiding a bigger problem, there are people waiting on important things, paid RM a decent amount of money to send, and you are not delivering and tracking still down, I for one now will use different courier services now for all my items I send, you have no respect for your loyal customers."

The Royal Mail help account on X – previously Twitter has claimed that the outage is being looked into and a fix is being worked on.

In response to a customer, the account said: "We are very sorry but due to a technical issue at present, we're unable to track items, including via our internal tracking system.

"We're working to fix this as a matter of urgency."

Another tweet from the same account wrote: "We are currently experiencing IT issues that may be affecting your ability to track on the Royal Mail webpage.

"Our IT team are aware and working to resolve as soon as possible. Apologies for all inconvenience caused."

The Sun has contacted Royal Mail for comment.

How can I contact Royal Mail?

There are several ways to get in touch with Royal Mail.

If you have social media then you can Tweet the @RoyalMailHelp Twitter page.

Bear in mind that this is separate to the general Royal Mail Twitter account.

You can also speak to the company by phoning 0345 774 0740 or by filling in a complaint form on its website.

Am I entitled to compensation from Royal Mail?

While you may not be able to claim compensation for the tracking system being down, you might be able to get money back if your parcel is delayed or lost.

If the item was sent somewhere within the UK, the normal compensation is a book of six first class stamps, according to Citizen's Advice.

If it was sent by special delivery then you'll get a full refund of the cost.

Is Royal Mail down? Tracking outage explained | The Sun

Is the Royal Mail website down?

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How can I contact Royal Mail?

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