179 Customer Reviews over 5 pages
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- Location
- bristol
- Reviewing
- TenTel
- Date
- 2016-12-11
- Comments
-
Complaint - Absolutely despicable service all around. You literally cannot hook up internet to save your lives. I moved into a new property, My current router would not work in the new property. Rather than pulling your finger out and sending an electrician you made me do a bunch of tests. One was to buy a telephone. After this you thought you would wait 5 days until you tried some connection tests. Once this failed you then sent me a new router which also did not work. You consistently kept me on hold for 25 mins at a time fixing absolutely nothing. You never apologised once for all of the time I have been on the phone to you. I threatened to go with another provider and you still put me on hold. I was supposed to speak with a manager - Guess what? The manager never picked up the phone. I want to make sure that I have not paid for internet for the last month as that is how long it has taken for you to get absolutely nowhere. Your a huge waste of time and I will be leaving bad reviews everywhere possible.
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-12-07
- Comments
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I bough you broundband one month ago...I paid you. Actually, today I don't have Internet in my home!!! I called the costumer service for 100 times, 2 engineers (totally incompetent) come in my home and ... nothing! I try to talk with the manager but it's impossible!!!! I loose money, I lose my time for you!!!! What do you think that I'm a dog or a man??? It's unacceptable!!! Tomorrow in the morning I will go to the police! Shame!
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-12-07
- Comments
-
I just moved into to my first home and took a look at broadband providers. Tentel seemed good for the unlimited package so I clicked on it and wentertainment thrush the processing.
For a while it was excellent.
Then I got a phone call telling me I had gone over my data usage. How can that happen on unlimited? So I said to them on the phone if they spread the over usage payment over a course of a couple of months then upgrade me to unlimited on the phone (even tho I was already) they refused. They wanted £85 there and then or they were cutting me off. I asked to speak to th manager and the way I was spoken to was disgusting. Treated like utter trash.
After a long dispute, and explain I had only £10 to last me and that I couldn't pay said £85, I hung up. Not even 30 secs later, we were cut off.
So I changed my provider. I went with BT and not so long later I got a phone call from tentel again, explainin I had to pay £145!!! For a cancellation fee. I'm still disputing with them now, I dealt with Emma and am sure his name was Ben. I don't appreciate the way me and my partner was spoken too.
If you have any common sense don't go with tentel. To be honest they'll just try con you out of money.
- Location
-
- Location
- Aviemore
- Reviewing
- TenTel
- Date
- 2016-11-28
- Comments
-
What can I say? I went with TenTel as I thought the short contract and reasonable pricing policy looked really good. They seemed to be a small company, so worth supporting.
Once I had migrated to their service, I soon found problems with their service. I couldn't stream Netflix or Amazon Prime anymore and DNS resolution times were dire to say the least!
I did try to contact customer services, but they don't answer calls. I'm an IT networks and systems engineer, so have a good knowledge of the infrastructure involved, but couldn't get any answers from them. To get a reply, you have to post to their Facebook page. Not good!
Next, they charged me for all my calls despite having an unlimited call package. I contacted them about this (via Facebook again!) and was promised a refund in 5 days. This never arrived.
After chasing them up again, they promised a refund on my next bill. Yet again, they couldn't handle this job either. I got a partial refund only.
After 3 months with them, I have now had to cancel my direct debit and move elsewhere. The customer service is simply that terrible.
Please, take note and strongly consider this company. There are loads of great deals out there if you do your homework. Unfortunately, TenTel is simply not worth the hassle.
- Location
-
- Location
- Cornwall
- Reviewing
- TenTel
- Date
- 2016-11-24
- Comments
-
We have had a fantastic experience with TenTel. Opening and account was very easy, installation went well but the main differentiator is the service, their customer service is excellent, very friendly and helpful over the phone. We have not had any issues with connection, excellent connection speed, we use it to stream Netflix and catch up with no issues. Highly recommend switching over!
- Location
-
- Location
- LEEDS
- Reviewing
- TenTel
- Date
- 2016-11-23
- Comments
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Terrible and slow connection it's very frustrating and I'm more than happy to pay the extras to have my contract cancelled.
- Location
-
- Location
- east croydon
- Reviewing
- TenTel
- Date
- 2016-11-22
- Comments
-
terrible! never ever again its not working but still I have to pay!!
costumer service its terrible! they dont have enginnering!!! if they send u enginerin they will charge for it I asked and asked again I didnt heard wrong! 14 days cancelletion time which is past on delivery time!! when I recieve I just used for 2 days only. and 14 days been finish.dissapoint! I was saying,I cant see worse then talk talk provider. tentel its really disgusting!!
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-11-21
- Comments
-
If only companies like TenTel had the true motivation to do better. This had all the hallmarks of a great outfit - well-priced, quick set-up and - the reason I chose to go with them - short contracts! I rarely write online reviews, but this one I couldn't hold back from.
Ok, so the router arrived in time, the connection turned on as expected, but then... just disappointment. Speeds so low below the promised range that you are left tearing your hair out and wishing you could have begged your past-self to just pick a different provider. Customer service (who won't call you back even when they say they will) are friendly, but take forever to get through to and make little effort to provide truly sensible help when you do (actual advice from one of them was to disconnect ALL my devices from the router in order to increase my speeds. Essentially: "It works fine as long as you don't use it".) This is how I found out about the MGALS, and why it is important.
The MGALS is the minimum guaranteed access line speed. For me, according to one of their advisors is 500kbs/sec, far below their quoted average of 4.5Mb/sec. Guess what? After a lot of fluctuation in speeds, I am now sitting as a steady 530kbs/sec - great if you still live in 1998, but completely useless speeds in 2016. To give an example, on one occasion to customer services the speeds were so unusable I was unable to load the webpage that told me exactly how slow my speeds were. Hmm.
I'm now halfway through a painful 6 month contract, and cannot wait until I can turn my back on this shameful waste of time of an organisation. I pity those who have signed on for longer. Please, don't risk it, just pay a little more and go with people who know what they are doing. I wish I had.
- Location
-
- Location
- Ipswich
- Reviewing
- TenTel
- Date
- 2016-11-19
- Location
-
- Location
- Bingham
- Reviewing
- TenTel
- Date
- 2016-11-18
- Comments
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Received a call from tentel offering me a really good package deal, the salesman was really nice and friendly and I thought from that conversation that tentel was going to be a great company to get my broadband package with as the guy was happy to help with any queries I had, my new line was arranged to be installed so I booked time off work to accommodate this as I was told there would be a charge if I wasn't home, I was then told there had been a mix up with the date and had rearranged, I wasn't happy as this meant I had to rearrange my day off work, but mistakes can happen and rearranged my day off work again, as I needed other work doing in my home I arranged that all on the same day, I have received another call to rearrange my installation due to some mistake!!! This customer service is unacceptable and have now cancelled and will be taking my custom elsewhere
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-11-18
- Location
-
- Location
- Nottingham
- Reviewing
- TenTel
- Date
- 2016-11-08
- Comments
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Took 10 days to get installed. Speeds pretty terrible from the outset. Spoke to them within a few days, and they told me to keep monitoring the speed. I did so, and it never improved. Apparently being pretty consistently at 5.5mb (they naturally advertise up to 17mb, but say they offer between 5.5mb -12.5mb). It's just the 5.5mb plummets at busy times, and makes being able to use the internet pretty impossible. Tried to cancel within 14 days of install, but got told it was from 'contract date', so was lumbered with the full contract cost to cancel.
- Location
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- Location
- Bedfordshire
- Reviewing
- TenTel
- Date
- 2016-11-05
- Comments
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Not yet spoken to customer service. But broadband service i have is poor.
- Location
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- Location
- Truro
- Reviewing
- TenTel
- Date
- 2016-11-03
- Comments
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STAY AWAY, this is a truly shambolic company it should be renamed as Ten Hel. Save your time and money.My list is too long to mention.
- Location
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- Location
- London
- Reviewing
- TenTel
- Date
- 2016-11-02
- Comments
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Absolutely horrible internet, so slow and really bad. Worst than this is the customer service, which is the worst I have ever experienced in my entire life. I have now sent them 8 emails in a row without response because my internet is NOT WORKING AT ALL. It's been 3 weeks and nothing at all has been fixed. Disgusting company, I am switching to BT. As pretty much all these reviews say, STAY AWAY FROM TENTEL
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-11-02
- Comments
-
The service that I received from Tentel continues to be great after I made an enquiry about using their broadband and telephone line services once again.
It is always a pleasure being a customer of Tentel's, primarily due to the high standards of customer service the members of staff provide. Rikki pulled out all the stops making my customer experience satisfying.
- Location
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- Location
- Perth
- Reviewing
- TenTel
- Date
- 2016-10-23
- Comments
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Can't really fault TenTel. Needed a short term contract as I was in temporary accommodation and they seemed the only one that did it at a reasonable cost. Set-up was seemless and speeds exactly as I was quoted. I'll definitely return once I'm back living on my own.
- Location
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- Location
- London
- Reviewing
- TenTel
- Date
- 2016-10-19
- Comments
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Rubbish service, unapologetic with a delay to install and a pathetic attempt to remedy the situation.
- Location
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- Location
- CASTLE BROMWICH
- Reviewing
- TenTel
- Date
- 2016-10-19
- Comments
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GUYS, PLEASE STAY AWAY.ITS TRULY PATHETIC IN ALL RESPECTS.TRUST ME YOU MIGHT SAVE IN BILLING BUT THEY MAKE SURE YOU PAY TWICE IN CALLING THEM.BELOW IS MY STORY:-
"I applied for Tentel on 20th Sep 16 as they are the only one of the few who provide six months contract but to add to my perturbation i am still with without internet.After my dedicated follow up i got my router yesterday but there is no active line.I still dont know when i will get my internet.On top of it i am paying BT £7/day for WI-FI hotspots.I hope i would have gone for yearly contract with them.
STAY AWAY PLEASE,
Manjit
- Location
-
- Location
- Newmarket
- Reviewing
- TenTel
- Date
- 2016-10-16
- Comments
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Im going to make this short
1. I was lied to on the phone as they said they would call me back but didn't
2. product was late to arrive past promised date
3. it took a minimum of 15 minutes to be answered when trying to allocate product - the same for any other calls i made
4. their delivery service they used broke our letter box
5. then their product wouldn't work and didn't allow us to connect
6. sent everything back appropriately but we are still being charged £6.02
its a shocker guys - STAY AWAY AT ALL COSTS - PAY A BIT MORE AND GO WITH THE ESTABLISHED....
Virgin - has been great to us
BT
and so on.
- Location
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- Location
- London
- Reviewing
- TenTel
- Date
- 2016-10-16
- Comments
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STAY AWAY FROM TENTEL!! No engineer was sent to install the phone line, and was still charged for 3 months without having any service. Worst service I've ever experienced. PLEASE STAY AWAY FROM TENTEL!!
- Location
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- Location
- Scotland
- Reviewing
- TenTel
- Date
- 2016-10-15
- Comments
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The is the worst internet provider I have ever had. They charged me ridiculous fees of over £100 and when I phoned to speak to someone in customer service, they were very rude. When I asked questions about cancelling my contract, my internet was suspended for no reason and I had no internet for 2 days. I've now finally managed to cancel it, after having being told I could only cancel it specifically 30 days before the contract end by telephone, they have cancelled it early. I am now paying for internet that I do not have.
- Location
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- Location
- Edinburgh
- Reviewing
- TenTel
- Date
- 2016-10-06
- Location
-
- Location
- Ormskirk
- Reviewing
- TenTel
- Date
- 2016-09-29
- Comments
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Horrendous in every aspect, I have never had such trouble with a broadband provider. Had internet access for 4 days then it cut out for no reason, left without internet for nearly two weeks while we waited for an engineer that never showed up. The internet itself is awful, so slow that it more times than not, buffers youtube videos, and for a gamer like me, its just horrible.The ping rate is unacceptable and lag will definitely slow any online game down to a halt. I would steer well clear of this company, nothing but a bunch of crooks.
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-09-28
- Comments
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This might not be the review that most people are looking to read as it is not conducted after the service was provided, however, what I would like to say is the following:
After having an enormously bad experience with several telephone and internet companoes TenTel was a real positive experience from the start and there are several reasons for this. The first and foremost important one is that fact that I was speakong to someone who actully spoke crystal clear, understandable and perfect English, unlike the many call centre correspondents who speak with an awfulx difficult to understand accent that just makes you want to walk away the minite the person says "Hello". Secondly, and maybe even more importantly, the person I spoke to was knowledgeable and clearly answered all the question I had regarding the continuum of my contract after the 6 month contract expires as well as all the all the questions regarding the fees and all expenses. He calculated exactly how much I would spend during my planned time of using TenTel and told me everything else I wanted to know. Apart from that, he was probably the kindest and nicest person to talk to and I look forward to having a great experience with this company. I hope that I wil not be disappointed in the end (but I will write another review at that point)!
- Location
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- Location
- Leeds
- Reviewing
- TenTel
- Date
- 2016-09-15
- Comments
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I could not recommend enough that those seeking an internet provider STAY AWAY from Tentel.
I needed a short contract in a rented flat whilst my partner and I were house hunting, so took a 6 month deal with Tentel in January. The router arrived with a connection date, but the connection didn't work. After several phone calls, and a BT engineer confirming there was no issue with the line itself the issue was wasn't resolved. I spoke with several customer service advisers before being passed to a manager. I was assured the manager would call me back but when weeks passed I called the centre again and was told that their lack of communication was my own fault for not providing my new mobile number. I assured the call handler that I had provided these details, so once again, a manager was going to listen to my previous calls to confirm that I wasn't lying, and had in fact given the correct details, then return my call. They never did. The entire six month contract passed, with my monthly payments ongoing, and I never had any internet. Never!
I called in June to make sure the contract would cease at the end of the 6 month period, telling the call handler that I had never received any of the service I had been paying for. He shrugged the information off and assured me it would cease. Around two weeks ago I received an email from Tentel telling me that due to missed payments, they had ceased my service (ha!) and I was obligated to pay the remainder of my contract in full.
I called yet again, and spoke with an advisor called Steven, who seemed genuinely quite horrified by the situation and assured me he would not only cancel the contract, as should have been done months previously, he would also process a full refund for the entirety of 6 months that I had paid. Steven was undoubtedly the first compassionate and helpful member of staff that I experienced at Tentel, but unfortunately his assurance of a full refund within 5 working days was stalled by more problems in the billing department. I called five days after the payment was due to be in my account, and was told that it would be marked priority and processed the following morning, arriving in my account within 48 hours. Once again that time has now passed and there has been no credit to my account.
I have been on the phone yet again today, this time to an agent called Connor. I have explained that as a result of Tentel continually missing their promised deadlines, a direct debit has now bounced from my bank account at a cost of £20. I have also spent nearly £10 in the past two weeks alone calling Tentel. Considering these calls have been made continually since January, I can only imagine the total cost will not be covered by the still awaited refund. I have just been left a voicemail by Connor to tell me that the contract fees will be in my account at some point today, but that Tentel is not obligated to cover any other costs incurred by their customers, so there will be no compensation for the time or money spent chasing their incompetence.
I am truly in absolute disbelief at the entire experience.
Avoid at all costs.
- Location
-
- Location
- South UK
- Reviewing
- TenTel
- Date
- 2016-09-09
- Comments
-
After 6 months of this Pay as you go internet type of contract, (monthly) its been a breeze. Won't deny I've had a few internet drop-outs a month, but mostly a few seconds. Have had to reset router maybe once a month....no real heartache here! Could be bad weather, BT network or Tentels end doing an update, pretty normal stuff if you think about it. Support are a good bunch and get things done quickly. I have just added on unlimited calls for the next 2 or 3 months. Tentel really flexible, so I can cancel this add-on at anytime too!
- Location
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- Location
- Rochdale
- Reviewing
- TenTel
- Date
- 2016-09-09
- Comments
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A few things to point out first. Tentel use TalkTalks network to supply their broadband. I only picked tentel for a short contract while waiting for Fibre in my area.
Tentel pride themselves on great customer service. I have to agree they have amazing service, instant response, willing to help and friendly. However their internet service has failed to meet their Customer service standards. I have had noting but shocking connection and sync speed, regular dropouts. I even had my line profile changed and still received shocking speeds. My neighbours get 5mb+ i have been lucky to get 3mb.
Tentel have failed to find any fault.
Anyhow fibre has been enabled in my area so i am bailing.
- Location
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- Location
- Glasgow
- Reviewing
- TenTel
- Date
- 2016-09-01
- Comments
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I am so impressed with TenTel's customer service - I have never been with an internet provider so responsive. I had been dreading sorting out a new internet provider when I moved, but TenTel made everything incredibly easy, and the person I spoke to on the phone was excellent (I think his name was Gareth), answered all my questions really helpfully and was so patient and easy-going when I had problems finding some bank details! I had to call again yesterday to check that everything was fine with my direct debit, and spoke to Connor, who was also really easy to talk to and answered my questions so helpfully. The internet coverage has been consistently good - better than when I was with BT previously, when I had also been paying a lot more for all round worse service. Really glad I found TenTel!
- Location
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- Location
- Isle of Wight
- Reviewing
- TenTel
- Date
- 2016-08-23
- Comments
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If you buy anything you expect it to be reliable. What is the point on saving a few pounds and having something that clearly does not work, where you waste half your time re-setting it. The original concept was good, but the infrastructure to back it up clearly is not there.
- Location
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- Location
- Dingley, Northamptonshire
- Reviewing
- TenTel
- Date
- 2016-08-22
- Comments
-
Tentel provided me with an excellent way out from the disaster that was my previous ISP. My line speed doubled immediately and their after sales care and support are excellent. I have left because I have had fibre broadband installed from an ISP who service directly but I would highly recommend Tentel to anyone looking to improve their copper line speed. If I could use my fibre under their service I would go back to them like a shot. Excellent support and a caring company with real people at the end of the phone line. I leave with a sense of real regret.
- Location
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- Location
- Welshampton
- Reviewing
- TenTel
- Date
- 2016-08-21
- Comments
-
The slowest, most unreliable speeds ever.
Can't even stream the iPlayer, or Netflix in the lowest bandwidth. That's using an Ethernet cable as well!
I don't expect HD streaming, but this is ridiculous. I could even live with pixelated lowest resolution streaming, but tentel can't even manage that!
One saving grace is the customer services who have always been polite and courteous.
- Location
-
- Location
- Chelmsford
- Reviewing
- TenTel
- Date
- 2016-08-19
- Comments
-
The entire process to order the product online, to get set up (a Openreach engineer had to come to an area outside my new apartment to make some settings) and to install the devices (router and Roku stick) was very smooth and couldn't be easier. Great stuff! Also I was informed in a very clear manner every time something was happening or something changed in the process of setting up. It was a better experience than what I experienced at some of the main competitors (Virgin, BT) that I used in the past. The fact that they offer a 6 month contract (as the only provider on the market) makes it even better.
- Location
-
- Location
- Edinburgh
- Reviewing
- TenTel
- Date
- 2016-08-18
- Comments
-
We have just had our broadband activated, all the set up stages went through perfectly and on time (in fact, earlier than indicated) and so far speed and reliability are excellent.
Moreover, we have been very satisfied with the quality of the phone support....our calls go through more or less immediately and the customer service agents are polite, efficient and professional. It is a pleasure to feel that you are speaking to a real person, not just someone reading a prepared script. That is what customer service should be like and we have nothing but praise for the team.
- Location
-
- Location
- Boston Spa
- Reviewing
- TenTel
- Date
- 2016-08-17
- Comments
-
I have been very impressed with Tentel, right from the first point that I contacted them.
The Customer Services team are very helpful and answer any queries very promptly.
- Location
-
- Location
- Lochgoilhead
- Reviewing
- TenTel
- Date
- 2016-08-15
- Comments
-
I was quite afraid to order tentel's services after all bad reviews ive read. But i decided to risk it, because they were the only one that you DONT HAVE TO SIGN a contract with for long period. I said to myself that i would cancel if its not gonna be usable.
I have to say, I was very surprised, theyre customer service was quick and helpful, after around 2 weeks (as promised) the package arrived and immediately after pluging i was connected! I really didnt expect anything from great speed of broadband to strenght of signal. I could connect at my friend's place what is 2 flats from me!!!
Im really really satisfied with everything- price, speed, signal and type of contract. Strongly recommend ;)
- Location
-
- Location
- Wales
- Reviewing
- TenTel
- Date
- 2016-08-05
- Comments
-
Run!!! I wish I had.. I left them as we where moving , did everything by the book... Gave Tentel 30days had an email from them saying sorry your leaving us. Anyway after 30 days all tentel services stopped a few days after we moved. Later in the month a could see tentel had taking money from my account ( with the move I had not told my bank to cancel the dd, but than I shouldn't have to do that anyway) rang up tentel to be told they're very sorry and i would get my money back ( 5 month later I have not had any money back from them ) but it didn't stop there they are still trying to take money from my account every 2 weeks.!! Everytime I speak with them they're very sorry and promise it will not happen again. Yet they keep doing it. They are harassing me wanting money I'm now having to get a solicitor to deal with Tentel. Stress no one wants when moving so if anyone is thinking about trying them DONT !!!
- Location
-
- Location
- Derby
- Reviewing
- TenTel
- Date
- 2016-08-03
- Comments
-
I've been very impressed by TenTel's customer service and how reliable they have been as a company. Would definitely use them again.
- Location
-
- Location
- Seaford, East Sussex
- Reviewing
- TenTel
- Date
- 2016-07-27
- Comments
-
I would have rated Customer Service a lot higher and still may do but that depends on the outcome of a dispute and the compensation that finally gets agreed. I wish I could share the positive experience of some of your reviewers but like many others, I have had outages, as well as a doubling of my mobile bill, when I thought my wifi and internet were connected. Continuous dropping, of service, backed up by the two routers that were sent as replacements, (unconfigured) and to be returned. Frequent phone calls to support when you do finally get hold of them they are great, but obviously understaffed and overstretched as I have spent at least two hours of my life listening to their autoresponder!
If I can get back to a reliable service and sort out the backdated complaints I would change my review completely but not at the moment as I said still to be resolved.
- Location
-
- Location
- EDINBURGH
- Reviewing
- TenTel
- Date
- 2016-07-21
- Comments
-
I am very pleased with ten tel. I sent an email to them and got an answer within the hour im very pleased with my order and found them very helpful . happy customer.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
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