TenTel Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for TenTel.

Recent Customer Ratings for TenTel

  • Satisfaction
    2.3 stars
  • Customer Service
    2.8 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars

Based on 100 customer ratings since 2017-04-05 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

179 Customer Reviews for TenTel

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Reviewer Location Reviewing Date Ratings
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Suffolk TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Medway TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bristol TenTel  
Customer service is great, contracts are flexible. Speed is terrible, compete waste of time.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    4 stars
Southampton TenTel  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
EDINBURGH TenTel  
very good experience, I had to ask IT colleague to support installation but besides this I had no issues at all.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London TenTel  
Rubbish service, unapologetic with a delay to install and a pathetic attempt to remedy the situation.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
London TenTel  
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 .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
north west TenTel  
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.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Sheffield TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Sheffield TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow TenTel  
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.
Edinburgh TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
plymouth TenTel  
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
  • Satisfaction
    1 star
  • Customer Service
    2 stars
TenTel  
Internet provider to absolutely avoid: really bad customer service, connection not working for a few weeks at the beginning, bad connection overall...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yeovil TenTel  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Birmingham TenTel  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Nottingham TenTel  
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.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
northampton TenTel  
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!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Cornwall TenTel  
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.
  • Speed
    2 stars
TenTel  
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!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Boston TenTel  
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.
TenTel  
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.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bolton TenTel  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bermondsey, London TenTel  
Everything worked well with Tentel, I've never had a problem with their service. Would not hesitate to recommend them.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Edinburgh TenTel  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
North East England TenTel  
Very easy to set-up, customer service was good.
I would recommend TenTel.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Coventry TenTel  
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.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Glasgow TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
TenTel  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Glasgow TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Glasgow TenTel  
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.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Oxford TenTel  
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!!!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Ilkeston TenTel  
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.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
Edinburgh TenTel  
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.
  • Customer Service
    1 star
Leicester TenTel  
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.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Aberdeenshire TenTel  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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