TenTel - www.tentel.co.uk

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.

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.

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.

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

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

really bad service, I regret so much choosing this bad provider.

the service is poor, slow, they do not call you back.. very unprofessional !

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.

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

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.

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.