How TenTel compares:
- Weaker Satisfaction
- Weaker Speed
- Typical Service
- Weaker Reliability
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Ratings league rankings
Recent customer ratings for TenTel
Based on 100170 customer ratings since September 2016August 2015 ()
Satisfaction
2.28 stars
2.49 stars
Customer Service
2.52 stars
2.74 stars
Speed
2.3 stars
2.46 stars
Reliability
2.2 stars
2.44 stars
- Read our TenTel buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of TenTel
182 Customer Reviews over pages
Reviewer
Kahil
Location
London W14
Date
29/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Reviewer
Tracy
Location
Loughborough
Date
01/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
this WiFi is bad I suggest u don't buy it I'm surprised the company is still going! I get really bad connection and it goes off every two minutes.
Reviewer
Amandine
Location
Yeovil
Date
23/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet provider to absolutely avoid: really bad customer service, connection not working for a few weeks at the beginning, bad connection overall...
Reviewer
Matthew
Location
London
Date
11/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible customer service and unfair deals.
Reviewer
Lilias
Location
Glasgow
Date
28/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought I was getting unlimited broadband but no. This was my fault as I did not properly look into what I was getting for my money. I phoned them well within one month of the contract starting to be told that I would have to pay for excess data usage accrued to that date - fair enough. They then billed me for excess usage the next month when I was supposed to be unlimited. When I complained about this I asked for a 'deadlock' letter which never came. I told them, after they said I would have to pay the whole 6 months contract if I was to cancel, that I would be leaving when my contract was finished. When my new supplier contacted them to say I was leaving they said I had to give them 30 days notice - they have known since February and this is now August. The service has been very off and on during this time and that has been since day one - wish I had read the reviews before I signed up to them.
Reviewer
Gary Brown
Location
Gateshead
Date
18/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Might be a bit harsh on the reliability as I have not lost a connection but I have just done a speed check and it is only 4.01 mb/sec, the average for this area is 34mb/sec according to Moneysupermarket.com
Reviewer
Antanas
Location
Torquay
Date
13/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Provider took nearly 2motnths to get me connected plus they was laying about connection dates afterr 3 months i head to move out same storry again , coustumer service rubbish too they didint even try to say sorry for all the problems next step i mowed on i get connected again affter month and around 2 weeks and they still cgarged me for service that i didint have i payd the amount that they was asking for , affter 2 weeks they canceled my acount loool what else i can say stay away from them it dossent worth ill better pay extra pund or 2 and get serv8ce whit bt or sky s*** aviod !!!!
Reviewer
al
Location
north west
Date
11/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where to start with these liars , contracted to provide 10 - 15 mbs. I'm lucky if I get 8 or 9 mbs . Customer service is nonexistent , took them 3 months to respond to my complaints . A contract works both ways , so I'll be dumping them soon, they have not kept to it .
If you are thinking of changing you're ISP , do not use TENTEL you will regret it .
Reviewer
Stiff77
Location
N. Ireland
Date
09/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Awful provider. I've been with them.for two months now on the Unlimited Fibre 76Mb plan and haven't had a week go by that the service wasn't out at least once for 30+ minutes. It's now happening once a day.
The first time it happened I tried to call the support line but was put in a queue then cut off after 40 minutes, so now I dont bother.
Avoid them like the plague.
Reviewer
Vicki
Location
Sunderland
Date
01/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pathetic provider should be able to leave 0 stars. Sooooo slow took nearly 3 days to upload a game on xbox 1. Yes it's cheap but it's garbage. Looses connection all the time even with etherent cable in. AVOID
Reviewer
Michael
Location
LEEDS
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless issues from start of contract poor customer service then a patronising email from 'management' avoid like plague better off with aol deal from the mid nineties
Reviewer
Helena Stitt
Location
Pocklington
Date
23/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I joined Tentel 23 May 2017 to go live 06/06/2017 Old number to be transported to them. No number transported can dial out but cannot receive calls no internet until 14/06/2017 but not reliable keeps going down. I am disabled and it is essential I have my old number and each day they keep promising. Have contacted Ofcom and raised a complaint. Sent a deadlock letter want to leave but cannot until they pick up my old number.
Reviewer
Lilian
Location
Surbiton
Date
22/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Tentel isby far one of the worst boradband company I have ever experienced in UK. Sales service was fast nevertheless customer service were outrageously bad. I look forward to finishing my 12 months contract. I will never return to them in the future.
Reviewer
Sam
Location
Gloucester
Date
17/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I joined Tentel on the 26th may first weekend of use Router kept logging me off, this carried on through the wee, rang Tentel at the end of the week,promised a call back on the monday,Tentel didn't call me back,Still getting logged off through the 2nd week,rang again on the wednesday, promised another call back on thursday/friday, Tentel didn't bother ringing me,Getting abit pissed off with there poor customer service, By Saturday I was still getting logged off every day, Never had this problem with EE in 10yrs of service,Decided on the Saturday to cancel my contract because of the poor service and Tentel not calling back,I've been told even though Tentel provided me with an awful service they still want to charge me for the 12mth contract,not happy at all,Tentel are going to cease my phone line from the 30th of June regardless, even though I tried to reverse my cancelation, They are shafting me thats for sure, butch of thugs thats what they are.
Reviewer
Mr Kay
Location
Manchester
Date
14/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely devastated to say that I can't cancel my broadband for the next 10 months. Tentel has the slowest internet speed in the world and I've been Africa. To upgrade to faster service I'm told it will be more than double what I'm paying now. My advice is to use a diff broadband provider as these are useless. I only use it for streaming YouTube too...
Reviewer
Anonimus
Location
Date
07/06/2017
Comments:
It has been the worst experience my housemate and I ever had. We haven't had wi-fi for almost 3 months when we first joined this company. They never checked if the service was working and they kept us waiting for hours, days and weeks for a miserable reply. Very disappointing.
Reviewer
Carol
Location
Glasgow
Date
07/06/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Although I had a few issues with Tentel, I have to say that all TenTel staff were very helpful & polite (Previous MD Robert to Call Centre Agents) and these issues were resolved quickly. I am saddened to hear the news about TenTel going into administration and wish Robert and all Tentel Agents all the best for the future.
Reviewer
Gareth
Location
Sheffield
Date
05/06/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Comments:
Tentel were OK when I joined in May.
However they are no longer operating and talk talk are now providing existing customers services.
Reviewer
L Young
Location
Cheltenham
Date
01/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Absolute rubbish - don't waste your money.
My housemate asked to terminate the contract so that we could trigger the 30 days notice in time for moving out next month. They immediately terminated the service instead, although of course still expected us to pay for the next month.
Mistakes happen and perhaps they were confused (somehow), so we called them - only to get the run around and told the manager will "call back within 24 hours" - which is not good enough.
I have an online chat transcript where an argumentative lad tried to tell us that we terminated our service. He also fabricated a supposed phone call that we did not receive, and mentioned this several times in the organisations defence (still not sure what point you were trying to make, "Jonny").
After getting him to send me the e-mail where we terminated out *contract*, he then refused to answer questions such as "Did we terminate our service?"* and refused to have a manager call us that day. He did tell us that we could pay £40 to have them undo their error.
* After I asked the question a few times requesting a yes/no, Jonny eventually told me "Yes you requested to have your service terminated immediately" which contradicted his earlier protests. Idiot.
Reviewer
Haley
Location
Edinburgh
Date
01/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total rubbish!!!! Don't do it!
We only went with them because we weren't going to be here for a full 12 months, so the month by month contract sounded good.
BUT I have spent more time without the internet than with, and it is incredibly slow.
I teach online so it has been hell.
Reviewer
Olivia
Location
Leeds
Date
01/06/2017
Ratings
Satisfaction
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Never really had any speed or connection issues.
However, the customer service experience is absolutely dreadful. 30+ minute hold times, they have to be prompted/reminded to action requests, they forget process changes.
Their website/customer charter says that they offer a 'world class' customer service. It really is far from it.
Reviewer
David
Location
Glasgow
Date
31/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been satisfied with everything so far, the router arrived within days of initiating the request, the line went active on given date. Speed and reliability of broadband has been excellent. No complaints.
Reviewer
Paul
Location
LONDON VICTORIA
Date
30/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
After reading the reviews on here I was a bit concerned but took the chance as I needed the Internet for a good price here. Customer services have been great, I had to pay for installation engineer due to my location circumstances, but open reach arrived on time. Router arrived on time. Got loads of txt and emails showing the progress of the order. And now I am connected and so far happy with the speeds I have. Let's hope it is reliable. Early days, but so far impressed.
Reviewer
Magnus
Location
Billericay
Date
27/05/2017
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I don't often add reviews, but just wanted to praise Tentel on their service around the activation of my broadband. Early days on reliability, but no issues experienced so far (a week in).
The fact that they allow for a 6 month contract is perfect for me while I am in a short term property rental. No other broadband supplier would even entertain anything less than a 12 month contract, even my previous supplier who I had been with for 10 years.
Well done Tental - nice to have a company prepared and able to deal with real world scenarios.
Reviewer
Denise
Location
East Cowes Isle of Wight
Date
24/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have only had tentell a month and im very pleased with it. It was easy getting connected and speed is good and so far been very reliable and affordable very satisfied
Reviewer
jalph
Location
blackpool
Date
24/05/2017
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
i tried tentel for 6months after reading some poor reviews.i have to say from installing a new line (spreaded this cost over 6mnths) i have never had any complaints be it customer services or broadband,i have now gone for a 12mnth contract.v happy overall with ten tel.no complaints only given 4 stars as no one is perfect.lol
Reviewer
phillip Hall
Location
Milford Haven
Date
22/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Found Tentel very helpful. Even in Milford Haven had no problems with connection or reliability. would use Tentel again no problem
Reviewer
RuthSaunders
Location
Kent
Date
19/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have a mixed review. The customer service is great but the product delivery isn't. This is a cheap, flexible service not a permanent solution. This is something you get when you want a cheap, no frills deal for a couple of months. The wifi router is a bit knaff and we've had to purchase 2 wi-fi boosters to make sure it works everywhere on our small terraced property. Constant glitches that remind me of 2007. The tech isn't there, the service isn't there so make sure you only buy if this is a temporary solution, like ours was - a six month deal before we move city. If you want the good stuff long term, you just have to pay more.
Reviewer
Tom
Location
Liverpool
Date
18/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We've now been fighting for more than half a year to get the line fixed. It took almost 6 months until Tentel believed that our problems are not with wifi settings or other rubbish, but that the broadband is in fact most of the time disconnected. Then it took a long time for them to actually send an engineer. The engineer visit didn't help, and now we've been waiting for more than a month for another visit. Getting pretty frustrated here, most of the time without internet service! Unfortunately, switching to another provider wouldn't help, as it's the same broken cabling that Tentel cannot get BT to fix. (Unless switching to Hyperoptic, but they're too expensive not knowing how long we'll stay in the same apartment.)
Reviewer
Rachel
Location
Croydon
Date
18/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It all started off so well! Made my order online 2 weeks ago, received the box of equipment last week, ready to go live today only to discover that I have the incorrect master socket (Virgin instead of BT) and an engineer will have to be dispatched to replace it. Lovely customer service reps, but sadly no one could say how long this would take so I had to cancel and go with Virgin instead. I can't say if there service is any good, but please be sure to check your phone line socket before ordering. Now I'm facing another 7-10 days with no internet, no entertainment etc. Such a shame...
Reviewer
Broady McBroadband
Location
North East England
Date
17/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
I have had an excellent experience during a process that quite frankly I was really rather dreading - that is changing a broadband provider.
I was treated patiently and had all my (very many) queries explained in a comprehensive but simple enough to understand manner. When I rang off to consider all the details I was not pressurised in any way to close the deal.
All communications since then (mostly emails keeping me apprised of progress) have been helpful and reassure me that the delivery and support aspects are being well monitored.
I am now looking forward to service commencing not with doubt and some dread, but with anticipation that I am in safe hands.
Reviewer
peter dudson
Location
Reading
Date
12/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
excellent seamless service and installation.
very pleased
Reviewer
Paul
Location
Manchester
Date
06/05/2017
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I opted to use Tentel due to the advertised price and contract length over my current/then provider.
I'm roughly 6 weeks in and to be fair i wish i'd stuck with BT. Tentel's speeds are so bad i called to query and ended up upgrading to fibre paying an extra 10pm on what i thought was originally a decent deal. As of now, i should be getting up to 38mb and it's rare i get that with today, getting less than 2mb. All in all i am worse off financially for the speed i am getting than i would be if i'd stuck with my old provider.
Customer services are brilliant to speak with but as a whole, Tentel's reliability isn't up to scratch and i wouldn't recommend them unfortunately.
Reviewer
Espen Helland
Location
Fife
Date
05/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very low internet speed combined with bad customer service.
Stay away.
Reviewer
Anonymous
Location
Bolton
Date
03/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had been quoted the wrong broadband speeds, ended up with terrible internet and had to fork out £40 to get fibre.
On top of that, nobody ever answers the phone. They cut my internet off for not paying when I've been trying to pay for a week.
Reviewer
Gayle smith
Location
Aylesbury
Date
28/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was told I had to pay £65 for a line installation fee was nowhere to be seen when I was joining up once I had paid the installation fee the engineer did not turn up on the date he was supposed to I did not even receive a hub then I made a complaint about this they told me they would make another date for the installation engineer to come out and fit a phone line that I already the date was a month later that means I was without Internet for 2 months cancel the whole lot ask for the money back absolutely ridiculous who waits 2 months for Internet to be fitted did not even receive a Wi-Fi box worst service ever
Reviewer
Gary Stuart
Location
Caerphilly
Date
28/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Ok.Here's the thing. I agreed a six month deal with Tentel last October 2016. It is now veering towards May 2017. During this time I have moved to a different flat as a result of a fire. I communicated with Tentel via email and the whole thing ran like accurate clockwork. The little known about company dealt with everything which needed to be processed during the move. I was almost a month without a service simply beause i had nowhere that I would be settled for nearly 4 weeks. Tentel worked out a pro rata on my account and in fact balanced it to allow for my time without broadband as a zero balance. So I didnt pay for the moves transition period. The only time Ive had to speak to customer service is when my direct debit has failed. Not their fault. Mine for having insufficient funds. Again these guys have gone out of their way and ensured that they helped resolve in the best way. To finish off Tentel is cheap. The broadband service runs smoothly. ilI will remain as a customer indefinitely. Without any doubt
Reviewer
Craig
Location
Glasgow
Date
27/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I took up a 6 month rental broadband because it is advertised as the "easy" and "simple" company. All was okay, I didn't expect great quality as it really isn't a good company but the internet speed was extremely slow to the point a simple Google search webpage could take 30 seconds to load and at many times would have to reset the router because it simply would not load anything.
When it came to cancel there is no simple way to do this online, and no obvious instructions on website at all.
Reviewer
Alex
Location
Glasgow
Date
24/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I only wish I'd listened to some of the reviews on here before signing up for tentel broadband. I still have not been connected over a month after I placed the order. Tentel take 48 hours to pass the fault to their own 'technical' support team, who then pass the fault to the line provider (actually talk talk), who then raise the fault with openreach. Their inefficiencies have cost me weeks without broadband and numerous hours wasted. I've STILL not been connected. They have taken the first month bill up-front, told me to purchase a phone to check dial tone, and now say I can't cancel as my 14 day cooling off period has expired. If I want to leave, I owe them 12 months money!
I wanted to support small Scottish business, but this cowboy outfit have taken the absolute mick. If i had the time, I'd be asking Ofcom to do something about it, absolutely criminal.
Reviewer
Daniel
Location
Edinburgh
Date
22/04/2017
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Generally okay, the one time I have contacted them they were polite and helpful. However the internet seems very unreliable, switching off for extended periods and the router provided seems quite poor quality.
Reviewer
Joseph McElmeel
Location
Edinburgh, U.K.
Date
20/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE THEM! This company is a bunch of scam artists. Don't use them. They are not a litigate company. They tricked me into an account that didn't work and then tried to charge me. They are now trying to charge me for a router I never received. DO NOT USE THEM!!!
Reviewer
Joanne threlfall
Location
South witham
Date
17/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed that I have never received the services promised when I signed up. Speed is very slow wouldn't recommend to my worst enomy
Reviewer
Stephen O'Donnell
Location
Leamington Spa
Date
16/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Lovely people and price but the throughput collapses under load. Easter Sunday as awful. 2 seconds round trip ping to Coventry.
Reviewer
Linux
Location
Aberdeen
Date
15/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My ten tel service is very good I am very satisfied and it actually started earlier than they first told me it was ment to start on the 15th but few days before I got a txt from them informing me that it will start a day before I got free router plugged it and it connected straight away the speed is also good no problems at all so I don't know why people are negative about them I guess they don't know how to use a pc properly or aren't patient enough I was with talk talk before and it was bad not good poor speed loss of connection bad customer service but ten tel is really good would reccomend it really satisfied works better than I thought it would
Reviewer
Wael
Location
Date
13/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad internet connection, not enough to complete a Skype conversation without interrupt!
I don't suggest it to anybody.
Trust me and don't subscribe with them.
Reviewer
Ben
Location
London
Date
12/04/2017
Comments:
Avoid
Reviewer
Santhosh Yadav
Location
Stratford-upon-Avon
Date
04/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
14 day's for activation and even after 18 day's we didn't get it!! Worst service and didn't expect in UK. As we tend to compare things, we have far better service in Bangalore for broadband. We took this only because of less number of months for contract n regretting it badly. Hope UK govt simply ban this provider.
Reviewer
Cris Sette
Location
Oxford
Date
31/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am shocked by the poor signal and intrmittent connection. I have using the service for only 2 months, the problem may be with a third party, but my contract is with TenTel. I regret signing the contract.
Reviewer
Mark Johnston
Location
Barnsley
Date
28/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have only just switched to this provider after buying their "Uo to 17Mbps package. I was mortified to learn that my provider (according to several speed test companies was in fact Talk Talk.
Despite buying an "up to 17Mbps package" I was told by Tentel that the fastest speed I will ever get will be 11.5Mbps. I was not told what the minimum speed would be. I have done six speed tests and they have all been 4.1Mbps. Tentel say that is perfectly fine and are comfortable with that.
Buyer beware.
Reviewer
Rosie
Location
London
Date
27/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars for overall satisfaction and customer service I would. It took me weeks to get my internet set up (over a month) and was only resolved once I involved the Managing Director by reaching out on LinkedIn due to the appalling customer service (despite numerous direct complaints). Trying to cancel was equally as difficult- the customer service advisers are awful and do not appear to communicate with each other at all. It may seem appealing as a cheap option whilst not being tied in to a 12 month contract, but the hours spent trying to actually get the internet service you're paying for is not worth it.
Reviewer
Jessica Bentley
Location
Date
22/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On my broadband reliability I wish I didn't even have to click one star. The customer service either don't read the notes that are put on the system from the last person you spoke to or they have shocking communication skills! I had a promise to pay date and on that day I had about 5/6 calls from tentel that day. I paid my bill and haven't been able to use my internet since. I'm so angry that I've paid for something I can't even use!!!!!
Reviewer
Barbara
Location
Edinburgh
Date
22/03/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Everything worked well with Tentel, I've never had a problem with their service. Would not hesitate to recommend them.
Reviewer
Zena
Location
London
Date
16/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not good at all. I would not recommend the broadband service. It is extremely slow and very frustrating trying to get it started up everytime. If I had a choice I would not select this service at all. I will have to look at others now.
Reviewer
Sara
Location
Swansea
Date
13/03/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Always nice customer service. Good that you don't have to sign up for 12 months.
Reviewer
Dommy
Location
Wolverton
Date
13/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If only i could give half star to all of the above
I have had so do many problems with setting up my internet, phone line and broadband
I signed up in October 15th for a 6 month deal 17mbps promised speed if only that was true
They stated that my connection would start on the 25th October if only that was true
After weeks and weeks of speaking to management i finally received my internet 2 months later Christmas Eve i finally had it all set up then 3 days later what happens internet breaks they say it's probably a problem with the phone line that they fitted , the soonest they could send out an engineer was 3 weeks later, i was furious 3 months later i have had my phone line fixed 4 times with an average monthly cost for 4g has been around 35 on top of my Tentel fixed price of 5.99 per month ( but ofcourse that's not what they charge md, they charge me 30 a month and expect me to pay it then threaten me to cut if my service if not payed within a week
May not seem a lot for most people but i am a terminally ill man who is retired due to sickness i barely recurve 10 to myself after carers bills and what noy, the treatment they give you is unacceptable and they do not make you aware of this cost until the money doesn't come out if your account.
Believe me i promise you it will be the worst decision you ever make in your entire life
You will only get 0.5mbps upload speed (7mbps promised) and 4mbps download speed (17mbps promised)
Reviewer
Chris
Location
Date
11/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Finally said goodbye to Tentel today after what has been a horrendous half-year contract. Speeds never went above 1Mb and I got tired of the random additional charges in my bill from very early on. Never once got billed for the correct pre-agreed monthly amount.
If you are looking at these jokers because they provide short-term contracts, stop now and go and get a 4G Mifi router with a sim-only rolling 30 day contract. It's simpler, cheaper and about 100 times faster. No brainer.
Reviewer
Robyn Anderton-Tyers
Location
Moffat
Date
10/03/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Super fast and easy to set up. Very friendly and helpful staff.
Reviewer
Hana
Location
Edinburgh
Date
10/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BAD SERVICE!!!!!!!!!!
We are waiting for 3 weeks now to have internet at home, the customer service is not able to give any information, no help at all
I dont know how much longer we have to wait (we already paid in advance)
Reviewer
Peter
Location
Hamburg
Date
08/03/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Professional quick installation. Very good and friendly service.
Reviewer
J
Location
Kent
Date
06/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please take my advice and avoid at all costs. Pay that little bit extra for a reliable and true to sold speed. We're paying for 17 and getting a maximum (on the rare occasion) of 2, but unfortunately most of the time we get around 0.5. Eventhough im paying for broadband and wireless. I'm using my phones 4g as it is faster and more reliable.
Customer services is full of con artists and the whole aim of the company is to trap you into a contract and not provide anywhere need the speed you pay for. After receiving the awful broadband for 3 days after waiting for over a week for the router and even longer for the connection to go live. When asking for help and then to cancel we were told the maximum they could give us was 2mb, even though ypto 17 was gaurenteed. Then after wanting to cancel as we considered that we were still in the cooling off period. They said we were out of the cooling off window and were unwilling to help.
Just avoid at all costs. Absolutely awful serivice, speed and experience
Reviewer
Lily
Location
Muswell Hill, London
Date
05/03/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The setup costs could have been explained more clearly. But calling customer service helped clear up the billing and installing processes. Since setting up, we have had no problems! Our WiFi is always reliable and extremely fast. The main concern we still have is that there is no obvious indication of data consumption, which is worrying since we did not order an unlimited data package. Overall, would recommend. Great value for money!
Reviewer
3443wool
Location
Medway
Date
04/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up for 17mb contract for 12 months. Took over a week for the wifi to go live. Only getting 1.6mb at best - Tentel claim that the phone line is only capable of max 2mb. Apparently unable to cancel due to being out of "cooling off" period of two weeks since the contract started. We have only had the wifi for four days. Not impressed at all! Avoid this provider.
Reviewer
Artur Rozwalak
Location
Bermondsey, London
Date
28/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VERY poor quality of service. I pay for up to 17Mbps and actually I'm getting 2-3Mbps most of the time. I'm waiting for weeks for them to do something about that but still getting information that they are investigating the issue without anything happening. Stay away from this provider
Reviewer
Graham
Location
Southport
Date
28/02/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Excellent customer service. Flexible contracts. Good connectivity and reliability.
Reviewer
Amanda
Location
Date
22/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
Awful experience so far .went live a week ago and still waiting as seems to be some sort of a fault after going through the same procedure on the phone for a few days and got no further, now waiting an outcome as they only raised a fault 24 hours ago!!! How I wish I'd of come on here and checked out the reviews first.all the waiting game not great when a member of family depends on this as they're housebound .Not impressed
Reviewer
Jack G****
Location
London
Date
17/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible customer service. Not trained correctly. Don't know what they are talking about. Promise me a refund for all the days the service was not active, LIES! No internet almost every month for a week always happening on weekends. They are defenitly taking advantage of people in need of a short contract, STAY AWAY like the pleg you will be better off going with SKY where you only pay for line rentals.
Reviewer
Tom
Location
Liverpool
Date
15/02/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
I would like to give a shout out to Gavin on the sales team at Tentel for his excellent customer service yesterday! After shopping around and speaking with other brands like Talk Talk and Sky I decided to go with Tentel as Gavin's gift of the gab was brilliant! I didn't feel pressured into going with Tentel. He gave me the deals; short, sweet, kept it simple and gave me all the information needed. He even let me go away and think about it for a minute without jumping down my throat and giving me 15 missed calls. I didn't feel rushed and had a good, easy conversation. Definitely 10/10 for his enthusiasm at 7.30pm from start to finish on the call.
My broadband hasn't yet came as I only bought yesterday but I am looking forward to seeing how it goes. He done a line check and said what my speed was good and how many devices could possibly link up to it. For £19 one year, unlimited broadband including line rental I can't complain! Fingers crossed - Let's hope the service is as good as the initial conversation with the sales rep as that went a long way!
Reviewer
Thomas
Location
Livingston
Date
13/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tentel, you need ten telephone calls to resolve one simple issue. STAY CLEAR, CON MEN AT WORK.
Reviewer
Mr johnson
Location
London
Date
13/02/2017
Comments:
Customer service team are a joke. Some adolf type called Gina had taken a dreadfull time to resolve a simple billing error that was fixed by speaking to a more senior membr of staff. Just a sham team behind the phones that seem to have the hold button superglued to their finger throughout the call. A bit customer rapport wouldnt go amiss with this lot. Train your staff as they seem to have pulled baboons off the street.
Reviewer
LB
Location
Glasgow
Date
07/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Issues with tentel and openreach. Very bad comunication between both of them and still no broadband. One guy helped from customer srevice but was unable to sort the problems or come up with a resolution. Going back to sky now.
Reviewer
David
Location
Aberdeenshire
Date
31/01/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Overall a good service. I did have a problem with broadband dropping out but when I rang about this, rather than try to fob me off like so many other firms, they immediately changed the router settings remotely and the problem never recurred.
Reviewer
Agnieszka
Location
London
Date
28/01/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
very good experience, I had to ask IT colleague to support installation but besides this I had no issues at all.
Reviewer
John Traynor
Location
Durham
Date
20/01/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
My experience of TenTel has been excellent. Their customer care and service has been exemplary and I would highly recommend them to anyone.
Reviewer
P Jones
Location
UK
Date
18/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Whatever you do in life DO NOT USE THIS COMPANY.They are call centre cowboys a complete sham of a company.So many hidden charges,a non existent signal,not One engineer visit in Six months!This company has cost me time and money for an appalling service.Never ever ever consider using them.And i thought BT were poor,Tentel are verging on criminal.Never use them.
Reviewer
Robert David Dean.
Location
Personal
Date
12/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up for their service, chose activation date.
Told activation date which was not the activation date chosen, which was the only reason + cost ofc. that I went with this company. Activation date they supplied - not what I chose - was in about a month??
Pre-signing up, I had made enquiries via. email to which was the 2nd worst customer service I have ever experienced with a company. The 1st being PRS for music. I would ask one question and get a page long e-mail back answering everything but the question. After 3 and 4 back and forths I decided to look elsewhere as the incompetence was outstanding!!! After some time passed and that gut feeling was forgotten I decided let's give them a try (big mistake.)!!!!
So 2 months in total from start talking to them to signing up to being given the activation date - which they changed after taking my money (I am sure they will give you a billion logistical reasons as to why, yes, money hungry thieves wanting to exploit everybody with whatever marketing tactics to hook people in.) Stay away
Receive a few e-mails during that time saying things will arrive - a router a quick start guide - before activation date. Activation date - nothing arrives. At this point I am livid and thank God I had a brain to take up a BT wifi hotspot account in the mean time which has served me brilliantly and recommend that to everyone. So I send them an email in the morning just saying close the account, refund the money, you've done nothing
Next thing you know, afternoon, the package arrives. At this point I really don't care, they could not even deliver the package when they said they could. Yes, the installation bits arrived on the day of activation, they said that would arrive before activation date. Cannot trust anything this company say nothing but con people who probably have good intentions but as we all know the road to Hell is paved with Good intentions and they are definitely barking up that tree. God Bless everyone else, now fighting for justice
Trying to also get me to pay another £150. They can honestly stay in their hell hole. Anyone want a free router?
Reviewer
C B
Location
Coventry
Date
01/01/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very easy to set-up, customer service was good.
I would recommend TenTel.
Reviewer
Red Hummingbird
Location
Shoeburyness
Date
24/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The customer service team have been very helpful and I got through to them straight away. The speed and reliability have both been pretty good. All in all, if you're looking for a 30 rolling contract, I would definitely recommend TenTel.
Reviewer
Elisabeth Palmer
Location
Minehead
Date
22/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Great experience with tentel. The best thing is customer service, really kind and helpful people.
Reviewer
Anne O'Dwyer
Location
Boston
Date
21/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
After initial difficulties success
but the customer service are second to none see my Facebook comment
I would just like to say, If you are looking for a great broad band service with a six month or longer or rolling contract, you could do no better than TENTEL. After some blips with connection faults it is now sorted and the customer service couldn't be more attentive!
Reviewer
Mr Stephen Obermaier
Location
Southwest UK
Date
20/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
A friend of mine has been with a number of major suppliers and had various problems that took a bit too long to sort out eachtime.
Tentel are my 1st go with broadbank and I have been impressed with great data speed and their customer service. They answer the phone quickly and any questions with full knowledge eachtime!
Haven't had to ask about or try to sort a problem with Tentel in all of 2016....because there hasn't been one!
Many thanks to Tentel, who are friendly and very flexible!
Reviewer
nurcan
Location
London
Date
14/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very slow connection,keep disconnected broadband.whywe have tidy with the co tract for this service?
How can l cancelled my contact without pay nothing? They didn't deserved.
Reviewer
Mark
Location
Chesterfield
Date
13/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Service.. Took my money, engineer never even bothered to turn up. I had to ring several times to be told they had cancelled my appointments?? No apology.. I wish i had read all the other bad reviews...
Reviewer
adam barnard
Location
bristol
Date
11/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Tripoli Ottavio
Location
Date
07/12/2016
Ratings
Satisfaction
2.00 stars
Comments:
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!
Reviewer
Angie
Location
Date
07/12/2016
Ratings
Speed
2.00 stars
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.
Reviewer
David Borthwick
Location
Aviemore
Date
28/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
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.
Reviewer
Angela
Location
Cornwall
Date
24/11/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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!
Reviewer
Ivan
Location
LEEDS
Date
23/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible and slow connection it's very frustrating and I'm more than happy to pay the extras to have my contract cancelled.
Reviewer
hasan
Location
east croydon
Date
22/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!!
Reviewer
Chris
Location
Date
21/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Dis
Location
Ipswich
Date
19/11/2016
Comments:
Seriously the worst ever broadband choice! They lie to you about contract start dates and times. The Internet speed is ridiculously slow and disconnects when it feels like. Customer advisors just lie and lie and they are inconsistent with what they tell you! I've paid for a service that I've never really used. Not worth it at all. Don't be drawn in by their short contracts you're better off with a bigger reputable company that will actually provide a decent service.
Reviewer
Shanice Baron
Location
Bingham
Date
18/11/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Suzanne
Location
London
Date
18/11/2016
Comments:
Our details were given to tentel by the letting agent and they have called relentlessly at least twice a day for over 6 weeks i would never use this company or any company that harassed people like this
Reviewer
JONATHAN
Location
Nottingham
Date
08/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Hamza Ismail
Location
Bedfordshire
Date
05/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not yet spoken to customer service. But broadband service i have is poor.
Reviewer
Richard Jones
Location
Truro
Date
03/11/2016
Ratings
Satisfaction
1.00 stars
Comments:
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.
Reviewer
Joel
Location
London
Date
02/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Alan
Location
Date
02/11/2016
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
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.
Reviewer
Ryan
Location
Perth
Date
23/10/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
AidanT
Location
London
Date
19/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Comments:
Rubbish service, unapologetic with a delay to install and a pathetic attempt to remedy the situation.
Reviewer
Manjit
Location
CASTLE BROMWICH
Date
19/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Tom
Location
Newmarket
Date
16/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Richard
Location
London
Date
16/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!!
Reviewer
LJW
Location
Scotland
Date
15/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Alice
Location
Edinburgh
Date
06/10/2016
Comments:
A week later and still no broadband. Absolutely the worst customer service I have ever experienced from any company. Only went with this company because we need a 6 month contract - I DO NOT recommend. Avoid them at all costs.
Reviewer
Declan
Location
Ormskirk
Date
29/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Stefan Trajkovski
Location
London
Date
28/09/2016
Ratings
Customer Service
5.00 stars
Comments:
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)!
Reviewer
Laura Kayes
Location
Leeds
Date
15/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Happ Ycustomer
Location
South UK
Date
09/09/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
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!
Reviewer
HH
Location
Rochdale
Date
09/09/2016
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Emma Loughlin
Location
Glasgow
Date
01/09/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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!
Reviewer
Yak
Location
Isle of Wight
Date
23/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Tony Lucas
Location
Dingley, Northamptonshire
Date
22/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
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.
Reviewer
Pete S
Location
Welshampton
Date
21/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
3.00 stars
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.
Reviewer
Mark
Location
Chelmsford
Date
19/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
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.
Reviewer
George and Julia
Location
Edinburgh
Date
18/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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.
Reviewer
Matt
Location
Boston Spa
Date
17/08/2016
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
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.
Reviewer
Gabriela Camberova
Location
Lochgoilhead
Date
15/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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 ;)
Reviewer
Mia Jensen
Location
Wales
Date
05/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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 !!!
Reviewer
Jess
Location
Derby
Date
03/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
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.
Reviewer
Michael
Location
Seaford, East Sussex
Date
27/07/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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.
Reviewer
Agnes
Location
EDINBURGH
Date
21/07/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
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.
Reviewer
Mark Smith
Location
Kent, UK
Date
13/07/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
A story that must be told – a consumer’s story
It was a critically important chapter of our lives as we prepared to move to France in the shadow of the outcome of the EU referendum. Transferring our life-savings into Euros to purchase our dream property hung in the balance where tens of thousands of pounds could be won or lost as the exchange rate fluctuated second by second was proving to be a real headache and concern, trying to predict the optimal moment to exchange our funds. Studying the fluctuating rates, second by second on the internet, hoping for a sudden surge in the pound required dedicated full time effort sitting staring at the money market websites with a hard deadline in 3 days to complete the transaction. This was a ‘do or die’ moment … and then suddenly and without warning, the internet went dead!
We had signed up with Tentel while we rented a house for 3 months prior to the move to France in August 2016. Tentel was the only company that offered a rolling month by month domestic wi-fi service. On 8 July 2016, I contacted Tentel customer service (verbally on the phone backed up by an email) of our 30-day notice period to cancel the contract. Unfortunately, the actual termination date input by Tentel operator was inadvertently set at 8 July rather than 8 August 2016 which automatically disconnected the internet service prematurely. Suddenly, and without warning, I was unable to study the exchange rates and trigger the funds transfer. At worst, we now could potentially lose a great deal of money on the exchange rate and at worst, miss the deadline to transfer the funds and lose the French property in the process.
After several calls to Tentel, the earliest that the service could be restored was Friday, the day after my hard deadline to transfer the funds. All seemed to be lost until….
My mobile phone rang at 7pm in the evening from the Managing Director of Tentel, Robert McKechnie. After explaining the problem and potential consequence of losing my internet connection, Mr McKechnie promised to call me back with a potential solution and within 1 hour, my mobile rang again…..
Tentel had purchased a wifi dongle from our local Currys and arranged for a Taxi to deliver the dongle by 0930 the very next day. So what do I surmise?
- This company has the integrity to fully admit liability when they are at fault.
- They go over and beyond their remit to ensure the customers’ needs are met and do everything within their power to resolve the problem to the best of their ability.
- The highest management is fully committed to engaging personally with their customers (a personal call from the MD himself in the evening).
Credit where credit is due and I have no hesitation in highly recommending this up and coming ISP.
Reviewer
Samantha Hadlington
Location
lowestoft
Date
07/07/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Great customer service glad to have call centres based in the uk phone support staff are very helpful had a few issues but liveable very happy customer
Reviewer
peter ratcliffe
Location
skipton
Date
07/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
this lot have no idea about customer service,when you talk to them they are always asking someone else leaving you on hold at your expense.then you do not get anywhere with them.
they overcharge for both calls and broadband,
Stay well clear of them.
Reviewer
Richard
Location
Oxford
Date
05/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 2 months with no broadband I have finally given up. 2 engineers didnt turn up leading to loss of earnings for myself. Dont bother with these lot.
Reviewer
Yaksh
Location
Date
02/07/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The worst broadband service i have ever come across. They wont charge u for routers,installation cost or one off cost. I didn hv a 1 month of broadband service. They initially said it is line fault sent lots of engineers everybody said there is no fault on line. When asked refund they said they will refund broadband cost because that is where the fault. It is best to avoid this network. Not at all reliable.
Reviewer
martin
Location
macclesfiwld
Date
29/06/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Reliability
4.00 stars
Comments:
Previously a Virgin customer for 13 years so im used to decent broadband. How ever I didn't want a long contract so switched to ten tel as prices have become more reasonable on short term or monthly contract. Ok its costing me £25 per month rather than £20 which i paid virgin but the service has been great more than fast enough for streaming services like Now tv, Amazon and Netflix and i can leave tomorrow with no penalty fee...happy days!
Reviewer
Richard
Location
Date
01/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor service. Still waiting 1 month later for internet. Engineer didnt arrive when I had taken a day off work to be there. Still trying to charge me!
Reviewer
Ruth
Location
Devon
Date
28/05/2016
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Having experienced Talk talk and BT's poor customer service, TenTel are brilliant. Real people who respond to queries within 24 hours or less and are in a Uk call centre. We messed them around no end with our cancelation date due to moving house and they were incredibly helpful and efficient at helping us stay connected. We will stay with them.
Reviewer
Danny
Location
Leicester
Date
26/05/2016
Ratings
Customer Service
1.00 stars
Comments:
I have never seen such a terrible Broadband company in my life!
Spend half an hour on the phone before you get through to customer service, they spend over a month trying to find an address which could be found by royal mail and the council. They messed up my order and didn't even send me my router when I requested one! after a month they finally sent out the router and got an engineer out so by this time I had paid for me second month of Broadband with them.
The customer service people couldn't even send me the router because the address didn't have a number it had a name instead.
Worst company ever wouldn't even rate them a star.
Reviewer
Rebecca
Location
Preston
Date
25/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The company is a disgrace. 0 stars.
Never experienced as bad customer service in my life.
The company is ran by incompetent ignorant liars who fail to keep promises.
Reviewer
Alastair Kennedy
Location
Sheffield
Date
19/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I honestly struggled to give TenTel one star for Overall Satisfaction and Customer Service. They simply don't deserve it. Some 2 months later, I have no service, no refund, and effectively hear a voice recording of the same quote 'terms and conditions' every time I seek resolution. Passed to the Ombudsman, save yourself the hassle, its not as if there is a lack of service providers.
Reviewer
Dale stennett
Location
Ilkeston
Date
17/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company I've ever been with. Didn't have Internet for over 2months. They blamed me, bt and then the telephone line. However they refused to send an engineer out. I ended up paying over £100 for one to come out for him to tell me it's router. I explain all this to them they sent me one out 3 weeks later. I've
Spent more time on the phone to this company then I have received Internet!!!! I've spoke to over 19 staff members only 2 were interested in helping fix the matter. Management wasn't any better. In the end I paid the whole thing up to get rid of this company. DONT NO USE. CON MAN!!!!
Reviewer
J
Location
Durham
Date
16/05/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I had never heard of TenTel until my property management company suggested them. I gave them a ring and the customer service was amazing! They phoned me back so I wasn't waiting on hold and were very clear and helpful with the packages available. The live date given was accurate and so easy to set up and I stream tv and movies with no trouble. Very happy! :)
Reviewer
Oche
Location
Dunfermline
Date
12/05/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
I was a bit worried after I placed an order for a 6 month contract (they are the only ones that seem to provide this), and then saw all the negative reviews.
I've received the wifi box less than 3 days after I ordered it, and everything seems to be working already. The only minor negative comment I have is that I recieved a call a day before saying an Engineer would need to visit and it would cost me £60. Then, I receieved a text saying that an Engineer would no longer need to visit and the connection would be done from the cabinet on the street to my property. This has apparently now been done and I'm enjoying my broadband at the moment. At 3Mbps its far from 17Mbps advertised but it gets the job done anyway.
Reviewer
Steve
Location
Aberdeen
Date
12/05/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
It was explained to me when I had to get a new provider due to shocking customer service from my previous provider so I decided to leave them, the agent at Tentel explained all the regulations and that it would take 14 days and that I had to just sit back and "they would do all the work in the background" I had an amount of trepidation however I had my services switched when they promised and was utterly delighted with the overall service from contact to conclusion.
Reviewer
David
Location
UK
Date
08/05/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After months of thinking about leaving Tentel I spoke to customer support which I previously dreaded. Most of the previous calls felt like talking to an uninterested robot.
A chap called Andrew I think, resolved a dispute that had been sitting around for months in less than 15 minutes.
Would now recommend Tentel and will only deal with that Customer support member from now on!
Reviewer
Sean B
Location
N Ireland
Date
06/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible in every way imaginable. Avoid at all costs.
Reviewer
alistair
Location
plymouth
Date
01/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Oh man! I wish I'd read these reviews before I signed on.
These were 'recommended to me by my letting agent in Plymouth; ie, they had a commission selling agreement with them.
Initial contact was fine and, to be fair, they gave me a well priced deal on line and broadband rental.12 months in advance, that is. Having been with BT for years and suffered its brutal customer service, Tentel's promise of 'world class' customer service seduced me. Wrong! They have been inept from the start, from sending my router to the wrong address, not getting my 'phone number in time from BT, not setting me up to view my bill online and just now, asking me for £60/pa for itemised billing! They are cretins and charlatans; avoid this company like the plague.
Reviewer
Michael
Location
Leigh
Date
01/05/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was looking for a cheap provider after being extorted nearly 100£ a month for 3 years by another provider in red I got exactly what I asked for from ten tel at a ridiculously low price. Thanks
Reviewer
Lvrs
Location
Birmingham
Date
29/04/2016
Comments:
NEVER SIGN UP WITH THIS COMPANY! They have tried to charge me over £300 in fees for over usage despite paying for 'unlimited' internet. My partner foolishly signed up with them without my knowledge after this when we moved in together, and they said we did not have an appropriate line and it was going to cost £70 to fit a new line. Despite numerous calls nothing happened for a month until he made a serious complaint and all of a sudden the line miraculously worked the next day! To top it all off, despite cancelling my contract and moving out in DECEMBER (5 months ago) they continually try and charge me every month for my old flat's internet. I have called every week for months and the employees are very nice people, however I have asked to speak to the manager once a week for 5 months, and every time I have been told they are unavailable and will call me back. Have I received a single call back since December? Not a chance! DO NOT GO NEAR THIS USELESS MONEY GRABBING COMPANY NO MATTER WHAT!!
Reviewer
Jay
Location
Surrey
Date
28/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They charged me for an engineer visit that never happened, despite me taking time off work for it (£108 +VAT!!). They said they would refund me the downtime because my internet did not work for 1 month, they didn't. Do not even think about going anywhere near this company! Avoid at all costs!
Reviewer
David
Location
London
Date
27/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet provider. Customer service unresponsive. internet speed slower than on my 3G mobile dongle.
Reviewer
Linda Cornish
Location
Bridgwater
Date
27/04/2016
Comments:
Totally discusted never responded to a complaint quick enough, took nearly a month to get a engineer to come round to check the fault, sent me two routers made an appt for an engineer to check inside ariels never bothered to turn up had no internet or anything then threatened to charge me when I cancelled wouldn't reccmmend to any one
Reviewer
Maureen joseph
Location
feltham
Date
26/04/2016
Comments:
Customers agent was very very helpful n friendly
Reviewer
james wilson
Location
edinburgh
Date
23/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
pathetic responce to problem never go near this company of liars and non resolvers of problems
Reviewer
john smith
Location
edinburgh
Date
21/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
disaster was lied to wow factor 0
promised the earth gave nothing
makes the horrendous sky and virgin services fantastic
Reviewer
Stef Smillie
Location
Glasgow
Date
19/04/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
So reliable and nice customer service people who help with all problems big or small
Reviewer
JiS89
Location
Lanarkshire
Date
19/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
5 days with no response to multiple emails, whenever I call them I'm on hold without a response, tried to use online chat and the person just stopped talking to me, the spelling and grammar was atrocious while it lasted...It's impossible to get in contact with these guys. They genuinely have the worst customer service I've ever experienced. Hidden costs and charges, poorest communication of any company I've been with, I would give them a rating of zero if I could. Please stay away from these guys, worst mistake ever.
Reviewer
David
Location
Edinburgh
Date
16/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So unreliable speed,sudden disconnects,would not recommend to anyone.
Reviewer
Alastair Kennedy
Location
Sheffield
Date
15/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
My time with Tentel has been very brief, but unfortunately far to long. My experience has been one of disappointment, of poor customer services, and an entrenched outdated inflexible service. I missed out on the much vaulted and claimed 'wow', and could not offer any positive feedback or reason to deal with Tentel; and just wish their advertising of flexible and customer focused service could have met my fairly basic expectations.
Reviewer
Laurna Milne
Location
Auchterarder
Date
15/04/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
Within just three hours TenTel had explored the broadband options in my new temporary accommodation and set up my contract - I will receive my router and be live within the next two weeks. Fast, reliable and excellent customer service so far.
Reviewer
Amber Peyton
Location
Birmingham
Date
14/04/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Lee was very helpful and pleasant to talk to, he kept to his word and called me back at the time he had first stated. He explained the package thoroughly and understood what it was that my partner and I were looking for in terms of a reliable and cost effective broadband package. Looking forward to the service going live. Thanks.
Reviewer
Mark
Location
London
Date
13/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Dishonest bunch of crooks - avoid at all cost. I signed monthly contract and paid £59 for installation, next day got a call from the company rep saying they would need extra £30 because engineer will be visiting my place to instal new line. It was kind strange because I have landline from previous internet provider. Nearly a week before scheduled engineer visit i got text from openreach saying that my line is activated and ready to use. Of course there was no need for engineer visit. However TenTel refused to refund extra charges, moreover company rep was deliberately lying that engineer was visiting local exchange to get me online despite the fact that i went online nearly week before his visit.
Reviewer
Guppy
Location
Rochdale
Date
12/04/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I am waiting for Fibre services in my area since i moved so i wanted someone with a short contract. Tentel seem the best value. They seem to have good reviews. So far so good. I recently had a line fault which i was quickly able to resolve over the phone. It was a openreach issue so i can't blame tentel. They have been reasonably quick to answer the phone however emails take a bit too long for response.
Speed is ok i get 4.5mb which is about what was advertised. I was getting quite a lot of disconnects but that turned out to be a line fault.
One thing i will point out is they seem to be piggybacking of TalkTalk. The IP Address i get is registered to talktalk so i assume they resell talktalk services. Any way i rather deal with tentel than talktalk!
Reviewer
Craig Thompson
Location
Glasgow
Date
10/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Poor responses to issues, poor customer service, callbacks not completed when they promised, wouldn't recommend to anyone. Had a very difficult and frustrating experience with these guys. Stick to bigger more reputable providers.
Reviewer
Rebecca G
Location
Preston
Date
08/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awaiting to here from the Customer Director after month on month of issues. Here is a timeline of events and issues I have been faced with-
Timeline of Events
Contact Tentel by phone as Internet Has Stopped Working completely- on hold 40mins so give up
Go on Website and use contact us section to submit query
Receive Email back from Conor to say that they have tested my line and there is a fault and an engineer will be in contact
No response from an engineer
After hearing nothing for a few days I called customer services to be told that in fact I had my broadband services and phone line cut off
Send Email to complain 5/02/2016 and discuss extra charges on account
Try to Call- On hold again, Re try again, wait another 30mins.
Gave up being on hold send email to request call back
Agree to pay 50% of extra charges and upgrade to unlimited package to prevent further fees
Email again for call back as no response 08/02
Received email from Paul confirming someone should call me back that night
No Call back received
Still didn’t receive a call so ended up calling at 6.30pm after being on hold for 35mins (AGAIN) – Ended up paying over the phone the 50% agreed discounted extra charges so that my internet would be up and running again straight away (1-2 hours later maximum
Internet didn’t start working again as promised on call.
Sent email again 09/02
Continued to receive emails to say I was exceeding my allowance
I was informed I had now upgraded to unlimited to confused how this was possible
Called customer services again to confirm It was unlimited and they said yes. Ignore emails saying I was reaching my limit
Received email saying my monthly bill was £66+
Cancelled my direct debit to prevent this amount leaving my account as it was an error.
Sent formal complaint email 01/03/2016
Called to query bill again on 01/03/2016
Informed on phone I wouldn’t be charged missed DD fee as it was Tentel error
No Acknowledgement so sent follow up email on 03/03/2016
Still No Acknowledgement so sent a further email on 03/03/2016
Informed that my case was being reviewed that afternoon but still no answers
Received email from customer service manager Donnie Stewart- Confirm credit to my account of 1 month and No missed DD charges
Receive email with a bill of £17 for month
Call Tentel and appears the missed DD charge is still on the account
No team leaders/managers available
Sent Complaint email again whilst on phone call 30/03/2016
Awaiting call back from Manager by end of the day as promised
No Manager available so team leader left a voicemail to say I would be contacted within 48 hours to help get these issues resolved.
Sent up follow up email on 4 April as still not been contacted as promised on voicemail
6 April- Sent another email as still no response to emails and still no missed calls
7 April- Finally Received a response from Paul Martin (1 week since voicemail received- not 48 hours as promised)
Reviewer
Jane Rowell
Location
York
Date
05/04/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Comments:
I received very good customer service from Lee. He was extremely thorough and patient when setting my account. He definitely made me feel like an important customer. I am now looking forward to the installation phase and to receiving broadband.
Reviewer
Samuel
Location
Manchester
Date
05/04/2016
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I havent actually been able to use the internet where I am now living yet due to some frustrating circumstances so my ratings for all but customer service is a guess at best. Saying that a massive thing for me with any company is customer service and TenTel (so far) have provided an amazing customer service, one of the best ive come across in fact. I have been dealing with an extremly friendly employee by the name of Lee, he has been nothing but helpful and has made the whole process so far very easy, i have recieved calls exactly when they say they they will contact me which is something else i value highly.
Reviewer
Lisaswan
Location
Derby
Date
30/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waste of time going with this company . Have given up as no one answers phone this week or replies to your email. My boyfriend ordered. broadband for our rented property and all these promises on moneysupermarket about getting "wowed" or something ?! Thanks god he cancelled now . Sort it out Tentil
Reviewer
Lsween
Location
Manchester
Date
28/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to call a dozen times last week and couldn't get through and staff sound disinterested when I did . Call kept getting disconnected .
Will be moving my broadband elsewhere . Company obviously full of false promises so don't go near them
Reviewer
Jonny
Location
Camberley
Date
27/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My go live date was almost a month ago. I still don't have any internet. They've screwed me around for weeks and still have no idea what the problem is, so they're sending out another bt openreach engineer, even though the last one said the line was fine. Literally the worst experience with a broadband company I've ever had, and I move around the country a lot, so have had experience with lots of different companies. I was seduced by the 6 month contract and am currently regretting it! My advice would be to stay well clear of this company. Their customer service seems ok, except for the fact that they never call you back when they say they would. I'm thoroughly frustrated. Writing this so you don't have to go through the same thing! Stay away from this company, unless you enjoy paying for services that you never receive!
Reviewer
S Cole
Location
Date
20/03/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We struggled to find a provider and one of my friends recommended tentel , so we approached them for broadband for my mum , the service centre couldn't have been more helpful and my mum is overjoyed with her broadband and the customer service she has received
Reviewer
Natalie Ingleston
Location
Airdrie
Date
20/03/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Thought I would try out TenTel as they seemed pretty reasonable for what my boyfriend needed . Really impressed as easy to set up and good to deal with a UK call centre. Phoned up twice and call answered quickly. Staff really helpful and pleasant , big improvement from my last broadband supplier. Really happy I chose them for my boyfriend .
Reviewer
J Dickson
Location
Cotswolds
Date
12/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I would NOT recommend TenTel. They do provide effectively a contract less service which is why I elected to try them. However, their service provision was exceptionally poor. It took nearly 3 weeks to connect and then the charges were significantly greater than any other provider - especially for the telephone. My biggest problem has been leaving. TenTel refused the request from BT to transfer (which delayed my transfer for 14 + days) and then cut-off my services with no notice. The staff (based in the UK) were pleasant but hopeless regarding fixing any issue. Therefore I would strongly consider ANY other provider rather than TenTel.
Reviewer
Jess Tullie
Location
grantown on Spey
Date
12/03/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Delighted. I have been with tentel for over a year now. Very impressed with initial setup speed. On the rare occasion I've had to contact them, my request has been dealt with very quickly and efficiently. I couldn't ask for more. We've saved lots of money since moving to tentel and intend to stay. No problems with broadband speed and very reliable. I'd recommend to anyone.
Reviewer
Raj
Location
Leicester
Date
11/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID! RIP-OFF MERCHANTS. YOU'VE BEEN WARNED. Got their package to start Jan 15 2016. They sent the modem on 02 Jan - they use Talk Talk lines - as a previous Talk Talk customer all was running. THEN COME THE BILLS. My contract is fixed rate £23 all in 40gb usage a month. But first month they billed me Jan 02 to 15 as they claim 15 was the start date - so they bill me twice for line rental - costing me £29 + vat (yet no vat mentioned in advert). 2nd month they claimed I passed my 20gb download (my contract is 40gb allowance) and have billed £30 extra and the bill for month 2 came in at £59. They don't know I am fully aware of contract law and I will giving these con-men a kicking in the courts very soon...I am now in third month - wonder what the bloody bill will be this month...YOU'VE BEEN WARNED...NO STARS would be a more accurate rating.
Reviewer
Horrendous
Location
Date
10/03/2016
Comments:
I have had nothing but massive problems with this company from start to Finnish and would suggest you cancel your Internet with these clowns immediately. Here is what I have learned about these scammers. Firstly this company is no ISP, they are not providing you with Internet, and are the middle man. The Internet is provided by talk talk, as per the slip that appeared through my letterbox and as was mentioned to me over the phone. Now, ask your self, why pay 28 pounds odd through these jokers, when I could go directly to talk talk and pay upto half price for the same service. What are you doing Tentel? There are really hidden costs are real over the place that is not mentioned. I had a terrible time trying to cancel with this most unprofessional company and was told that I was in a contract and no refund. I am going to seek legal advice about this middle man rubbish. This is all hype aand you are throwing your cash away by joining. Please please do your research and shop around or go directly to talk talk if you are looking for cheaper deals with the same service. Bunch of crooks. Not to mention all the setup fees and upfront payments that took 5 weeks before I was online. Customer service is non existent and when you do get through you get put on hold for ages with no help at all. Makes me feel cheated and glad I am now with a service provider that really cares and provides me with their own service. Do not be tricked into this people. You make your own choices, but let this be a warning broadband prices are falling and you should not be paying for this service that into not even theirs. Shame on you Tentel.
Reviewer
2SP
Location
Suffolk
Date
08/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Dreadful
I needed broadband for a short period so TenTel seemed to tick all the boxes. The online application was easy but it all went downhill from there. They said my property didn't have a phone line (there is one there) and I would need an engineer to visit. booked a day off work and then after I had left work for the day they contacted me to say they wouldn't be turning up next day but 2 weeks later. So a lost day at work and they propose an installation nearly a month after I first applied. Cancelled my contract and asked for a full refund. Would not recommend this company to anyone.
Reviewer
New user devon
Location
Devon
Date
06/03/2016
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Very early days yet, but so far I'm impressed. Service started on the required date, router was a doddle, just plug in, enter password on pcs and tablets and operational in minutes. Speed in our part of very rural Devon is 9mbps and so far it seems very stable. Just got a month on month service, as leaving Uk again in the summer, but seems relatively good vfm.
Reviewer
Chris Powell
Location
Sheffield
Date
05/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs!!
They advertise great speeds but then fail to deliver - I mean advertising 17mb, getting 1.5mb max. When they told me this was the maximum (after I had signed up of course) I cancelled and requested a refund of the 65 pound connection fee. They have refused, so i'm tking it further. Just do not do any business with this bucnh of lying rob dogs
Reviewer
Rebecca
Location
Preston
Date
01/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
possible the worst company I have ever had to deal with. high charges hidden all over- incapable of getting back to customers. Incorrectly billing me £66.00 for one month of data. spent hours on phone on hold to customer services. stay clear. avoid at all costs. they cut my internet off after 2 weeks due to over usage (I was told I was on an unlimited package)- told me to pay half the fees over the phone to get my internet up and running- still didn't work!!!!! the next month they still have made billing errors. paying £100's of pounds for the internet. Had that many promises of calls back yet nobody calls. Would not wish my worst enemy to enter a contract with this company!!!!! terrible customer service
Reviewer
angel2002
Location
northampton
Date
23/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was lured onto this by short term contracts as I wasn't sure I would be staying in the place longer than a few months. The initial salesperson was really helpful. After I signed up (6 mth contract) I couldn't contact him. There would be very slow response to emails and the messaging service online is a waste of time. They don't respond for atleast a week. Try calling them and they are too busy! The speed is 0.5mbps ...its the worse I have ever seen. It takes so long to access any websites that sometimes I get fed up and shut it down. Don't bother wasting your money on this company. Its a lot of hype.
Reviewer
Moving to BT
Location
Date
03/02/2016
Comments:
This ISP has simply got to be JOKING!! there are blatant lies being told about various things such as a new line installation that needs to take place when I clearly have a line as well as a dial tone. They ask me to call some number and then read it back to them. These people were quick to take my money in the beginning. I paid the £65!! Only to find out my line was operational so where is my refund. No mention 9f this and they say that this fee was paid to BT. I could go on for hours about the delays that took place as well as the silly router and just too much problems. Again money was taken for data over usage that I was promised would not happen because they send out emails. More lies. Just stay away from this company and stick with a known provider that actually does what it says and is value for money. Complete joke and waste of time. How many times do I need to repeat myself when calling to various people do you not write notes. Turn around and run as fast as you can when you hear 5his name.
Reviewer
Rebecca
Location
London
Date
01/02/2016
Comments:
DO NOT GET TEN TEL BROADBAND! Terrible service from start to finish - don't make the same mistake I did and be lured in by 'short contracts'.
Firstly I am sent the modem and it is faulty. I have to wait 7 days without broadband and am given a date to take off work so that I can be at home when the engineer comes to fix it. I wait all day and the engineer does not turn up. I call Ten Tel and they could not care less and tell me they will make sure someone comes the next day. I take the next day off work and the same thing happens. I call Ten Tel and they say they have no record of any member of staff even calling an engineer for me. I threaten to go with another provider and Ten Tel promises that an engineer will be sent out 2 days later between 9am and 1pm. I give them one last chance and take a third half day off work, and the engineer turns up at 2pm, tells me he's off for his lunch break and comes back at 3pm. I therefore have to take the entire day off work. I call Ten Tel afterwards to explain what happened and again, they couldn't care less. Throughout these 2 weeks of delay through no fault of my own, Ten Tel refused to reflect this in my bill and charged me for the 2 weeks I didn't even have broadband.
The broadband is slow and temperamental, even in central London.
1 month later I get a bill for £64, despite being on an £18pm package and having 2 weeks where the broadband didn't even work. I call Ten Tel and there is complete confusion on their part and pass me from person to person and 1 hour on hold later, they tell me they think I've been given the wrong bill. I ask them to change it and they assure me they will. Another month later and they still haven't refunded the money.
I decide to terminate my contract, bearing in mind the reason I entered it was because they offered short contracts. This was a completely complicated process where I was passed on the phone from person to person having to explain my story over and over again resulting in a 40 minute call (most of it on hold).
Ten Tel broadband is a complete waste of time and not worth the stress it causes. The customer service is a joke - nothing gets done and they clearly do not care about their customers or their satisfaction at all. Sending the 'wrong' bill is clearly a scam and all customers should check their bills carefully to make sure they aren't being cheated like I was.
So glad I am now with another service provider - they are cheaper, easier, faster broadband and great service - go for one of the known providers!!
Reviewer
Alice
Location
London
Date
29/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If I could give 0 stars I would as I have had nothing but problems with Tentel from start to finish. Took a month for them to install the line which was moved around so many times that I missed work on a number of occasions for them to reschedule. From this I was awarded a month free but this has never materialized! I opted for the 40 gb limit and was told that I would receive notifications if we neared our limit. I have only ever received this twice in 5 months (saying that we had used 75% of our limit) so had no reason to have EVER believed we had exceeded it. Now I have been slapped with two bills that total £170. This is outrageous for two month's worth of internet. It's a nightmare trying to contact them as there are forever promises to call back which never materialise and you have to repeat the same information to different people. I am told now that since their IT system says they sent these emails (I have checked and rechecked my inbox and there is nothing - they should be able to check whether it had been read also) I am liable for the charges. I was also told that the notifications could go to your spam folder which is ridiculous for such an important message. I have nothing good to say about this company to be honest. We went with Tentel because we only needed 6 months internet but due to all these extra charges it would have been cheaper to take out an 18 month contract with a decent provider and then just not used the extra year!! I have never had problems like this with Virgin or BT. I have certainly learnt my lesson and will stick to companies that are trusted in future.
Reviewer
piolhoso
Location
piolhoso
Date
31/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from this company...
I ordered my internet mid November, after having my installation cancelled a week later, I had to wait 5 weeks before I could get another appointment - I told tentel I could not wait 5 week, they offered me a dongle for the time being (which kept disconnecting), so I decided to wait the 5 weeks, today I had my installation day and the internet was not able to be installed (7 weeks) waiting...
Today I cancelled the order and was told they would not be able to refund me for what I had already paid...
Would not recommend this company, there are better providers in the market.
Reviewer
Amy S
Location
Nottingham
Date
30/11/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with TenTel for about a 8months now. I joined due to the monthly contracts offered. I have been pleasantly surprised at how good it has been. There have been problems with routers and billing but the customer service is outstanding and any problems I have had have been rectified quickly - their staff genuinely seem happy to help and do all they can to fix the problem. For example I was billed twice for 1 months (I guess a teething problem as I had just moved apartments) - the problem was resolved in less than 10mins on the phone - problem identified without me having to over explain, refund on the way.
Speed is great, odd night where it is a bit slower but nothing unbearable.
Would definitely recommend.
Reviewer
Elmbeard
Location
Leigh Sinton, Worcester
Date
23/11/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Went live this morning, so little yet to go on to give ratings.
So far, so good. Both phone and broadband went live by 10am Activation Day, and the router came on without fuss.
I did a speed check last night (with my old supplier) and this morning (with Tentel) and got the following readings:
Download 3.4Mb/s > 2.5Mb/s
Upload 0.31 MB/s > 0.66 Mb/s
Ping 72ms > 67 ms
This is normal for round here (3 miles from rural exchange) and suggests no change. I've only ever expected 2Mb/s downloads here.
Telephone quality very clear.
Error when logging on to My Tentel. Customer Service (with Scottish accent) answered after fourth or fifth ring, which is very good, and said he'd reset my password, and explained the limitations of My Tentel.
There is not yet any easy way to log bandwidth and call allowance used. An email at 75% usage, and a message when the calls go over £15 in the month is all that's on offer. I think that's how they make their money, relying that not too many people are canny at counting the minutes, or really cannot be bothered to.
It is wise therefore to log manually both bandwidth and 01,02,03 calls made, especially with a calls package. 60 minutes can go very fast. Beware too that 03 calls made to Tentel Customer Services may count against the allowance - the Free 150 service does not actually exist.
The telephone habits are different here - better to use the landline for short calls to geographic numbers at any time, but use VOIP for long calls, and calls to mobiles, international and non-standard lines such as 0845 and 0870. No need to think about peak times though.
They get quite sniffy about using your own router. For as long as the supplied router works ok, I'll stay with that, but I had to assure them when asking for configuration settings that I'd only use them on their own router.
Reviewer
Graham
Location
Todmorden
Date
26/08/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
We've been using TenTel for 4 months now and everything is perfect, we are on the unlimited internet package and we pay about £25 a month which includes our landline rental. We've never had any down time, we had a slight problem on set up and the customer service team was easily contactable, very friendly and talked us through it so we were online in no time. The download speeds are great, large 800mb files download in less than 15 minutes, so it's perfect for nextflix and youtube or any other download/streaming sites.
The main advantage and probably the reason you're looking into them is that you are not held by a contract, which makes it relatively risk free to give them a try.
Bottom line: Fast internet, great customer service, no ties.
Reviewer
Adam knight
Location
Southampton
Date
05/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Customer service is great, contracts are flexible. Speed is terrible, compete waste of time.
Comments: