written by gerwaz89 on 26/08/2018
Latency/ping is a nightmare. Down/up speed mostly under minimum, often downtimes... Router provided is the lowest end quality - have to keep all door open to get a bit of wi-fi in another room. Not good even for basic, everyday use, not to mention gaming/working via net.
written by azim92 on 29/08/2017
I've shifted from EE to tentel and it seems like now I'm living in 3rd-word country; speed is pathetic when I contacted customer service they're very unhelpful instead of resolving speed issue they were talking about minimum speed limits etc. I'd say it's very unreliable broadband provider. Another worse thing is connectivity and disconnectivity of connection. it stuck many times and when it stuck need to restart a computer. If someone offers me this service for free I'd refuse it straight away. it definitely doesn't value for money.
written by lhsyoung on 01/06/2017
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). 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, the person I dealt with eventually told me "Yes you requested to have your service terminated immediately" which contradicted his earlier protests. Idiot.
written by EmmaleePalmer on 10/01/2017
I have the TenTel service for my business which is in a 'garden office'. I cannot receive a good enough signal from Virgin, even with a range extender. I've had no faults at all in 12 months of service. The modem is small, not clunky like some. Inter-action with customer services has always good with a quick response time, e-mail confirmation of discussions and a all round positive attitude without false familiarity. I feel as if I am dealing with a professional services provider as opposed to a utility! Would recommend this provider
written by christop69 on 22/11/2016
no communications , took a long time to commit to a installation date and I had to keep on calling to find out any progress on it I gave up
written by RhysPrince243 on 26/10/2016
really bad service, I regret so much choosing this bad provider. the service is poor, slow, they do not call you back.. very unprofessional !
written by LauraKayes on 15/09/2016
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, and I was obligated to pay the remainder of my contract in full. I called yet again, and spoke with an advisor, 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. He 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. 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 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.
written by on 31/08/2016
I picked TenTel because their pricing is straightforward and you're not locked into a lengthy contract. Service has been easy to set up and reliably fast in the past four months. In my experience, their customer service staff members are friendly and helpful and not as pushy as other providers'. Disclaimer: the company has offered to credit my account with 10 pounds after I write this review but has in no way dictated the review's content
written by mgMoreno66 on 09/08/2016
Terrible customer service. Don't use. Daughter just moved into student house in Manchester. They are a headache nobody needs. £180 charge for missed open reach engineer appointment even though they didn't inform of a charge if you couldn't make the appointment whist booking on the phone. Tried to cancel the appointment as she had a last minute call into work. Puzzled how they state £120 charge for customer cancelling an engineer on their website.
written by alastairkennedy on 19/05/2016
After two months with TenTel (and I use the term 'with' very loosely), I have made payment, have received no service, and have been refused refund. I find their lack of meaningful communication frustrating, their refusal to answer simple questions infuriating, and their recently cited bureaucratic tiers of escalation to be pointless when no effort is made to seek resolution. I cannot recommend TenTel, and would encourage you to seek alternative internet provider if this option is available. I cannot speak for their internet performance and speed of connection, which for all I know, may be world beating.
written by MissMHenderson on 09/05/2016
My internet is not yet installed so this review is mostly based on my experience with a telephone sales adviser. The gentleman I spoke with was incredibly helpful and very honest. He did not mislead me about the speed I could expect in my area and ensured that I got the best deal available to me. I particularly appreciated his positive attitude and willingness to help. Lack of broadband has been extremely stressful to me as I often work from home, but the gentleman's good humour and manners made it a lot easier to get through. I'm a lot less stressed now and looking forward to my internet being installed. It's a little disappointing that I cannot enjoy better speed in this area, but in absolute fairness to TenTel there are no other providers who can give me any better, and no one else offered to do so as quickly as them. I also feel that, providing I receive the service promised, that I received very good value for money.
written by MiltonMyrick9 on 29/04/2016
The company has charged me £30 for scheduled engineer visit which never turned up. Week before scheduled engineer visit Openreach notified me that my line is active and ready to use and there is no need for engineer visit. TenTel refused to refund money for engineer visit moreover they continued to lie that engineer did some installation work despite i had been using internet for a week before engineer visit. When i asked why this extra £30 missing from my final bill company rep told they can send me invoice but i would cost me £5 because they are paperless company, i asked for electronic invoice they still have to pay £5 but company rep wasn't able to explain why... Internet speed 3x times slower promised, have some ping issues. AVOID IN ALL COST.
written by AnayaKehoe on 15/04/2016
Good customer services Stable connection Good speed
written by 404Huber on 12/04/2016
Worst provider I've dealt with to date. From how long it takes to get setup and online, to failed callbacks from their staff. A lot of hidden charges and shady advertising to make extra money out of unknowing consumers. I really couldn't ever recommended these guys, amateurs and nowhere near sky or virgin, not to be trusted.
written by ngCahill404 on 30/03/2016
I already had an account with TenTel and wanted to open another at a second location. I wanted to see if there was a discount for multiple properties so reached out to them through the LiveChat feature. The person was exceptionally helpful, provided me a discount and advised i needed to complete the sign up via the phone and offered to call me. When he called me back he managed to provide me a further discount. All of this with the lowest price I could find for a 30 day rolling contract for phone and broadband. Highly recommended.
written by Clairelouise1 on 29/03/2016
We went with tentel as we were on a 6th month house share contract and we didn't want to commit to a 12 month internet contract. Not many isp's provide short or rolling contracts and we were a bit sceptical going with tentel at first because we hadn't heard much about them. How wrong we were! We have had no issues with this company! Broadband has run fast and smoothly throughout the entire time. You may think I am crazy but better than any of the big name Isp's we have gone with in the past. They came to install the line on the day they told us and we were up and running within the hour! We haven't had to reset the router once. Prices are fair seeing as it is a no contract company. You always expect to pay a little more from no contracts. Customer service agents are superb! On the very few occasions we have had to call (only for general queries) the agents have all been extremely helpful and very pleasant. The last agent I spoke to, (to transfer the account over to a housemate, as I am moving out and the other tenants want to continue with the service) was a lovely guy and a credit to your company! He deserves a big thumbs up! Thank you tentel!
written by BridgerFuller on 28/03/2016
Appalling service last week . Staff not interested and when asked for a manager none available last week . Speed non existent, Internet crashes and no one cares now they have your money . Phoned to complain and had to wait then spoke to someone who didn't care . Terrible company , give them a miss
written by JaylinByrd on 24/02/2016
After having purchasing a broadband package I received no communication from Tentel even though they debited my account immediately with extensive set-up costs. After over a week of calls asking for an invoice and receiving many empty assurances that it would be taken care of I decided to cancel my order. Their customer service is atrocious and the staff show no initiative or desire to assist with your queries. Their billing department is isolated from the customer service department. The two do not seem to communicate and messages are not relayed. Please do not waste your time and money.
written by LexZander on 19/02/2016
You want internet? Well you won't find it with TenTel. Internet barely works at a quarter of the promied speed and the line is down on a regular basis. The upload speed is 0mb/s or best case scrnario 0.10 mb/s, so most of times i'm not even able to play something online. And that's not even the worst problem. Before I made the contract with them I made another one online. I was mislead by the lack of info and agreed for a contract wich was in fact totally different. Was charged £86 straight away. I called them, cancelled the contract and was promised a refund in 2 weeks time. Four months have passed and nothing happened. I called them after one month and they had no clue what is it that I am talking about. No one knew. There was no call made that day, they say. Called again, this time there was a call but it mentioned mothing about a refund. I said I want to hear the call but was told I needed to pay £10 for it. So yeah, My £86 are gone for good, no one's going to refund me anything. In conclusion, worst service and internet quality ever. Want to pay for not being provided internet and to hear excuses? Please make subscription with these guys.
written by seaforth23 on 14/02/2016
I wanted a short term contract phone and broadband deal. Tentel seemed to fit the bill. I signed up and was connected at the end of December 2015. Compared with some previous set up experiences, this was a doddle. Plug in, power up, surf. That easy. Good constant connection every day so far. I have only had one contact with the call centre, but this was answered quickly and accurately.
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As rated by our community of reviewers
E111's Response to christop69's Review
Written on: 14/04/2017
Just say that they are EE 2.0 (although I doubt that it is as bad as ANYTHING BT, including EE offers)