179 Customer Reviews over 5 pages
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- Location
- Birmingham
- Reviewing
- TenTel
- Date
- 2016-04-14
- Comments
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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.
- Location
-
- Location
- Durham
- Reviewing
- TenTel
- Date
- 2016-05-16
- Comments
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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! :)
- Location
-
- Location
- lowestoft
- Reviewing
- TenTel
- Date
- 2016-07-07
- Comments
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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
- Location
-
- Location
- Caerphilly
- Reviewing
- TenTel
- Date
- 2017-04-28
- 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
- Location
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- Location
- Shoeburyness
- Reviewing
- TenTel
- Date
- 2016-12-24
- Comments
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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.
- Location
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- Location
- Boston Spa
- Reviewing
- TenTel
- Date
- 2016-08-17
- Comments
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I have been very impressed with Tentel, right from the first point that I contacted them.
The Customer Services team are very helpful and answer any queries very promptly.
- Location
-
- Location
- Derby
- Reviewing
- TenTel
- Date
- 2016-08-03
- Comments
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I've been very impressed by TenTel's customer service and how reliable they have been as a company. Would definitely use them again.
- Location
-
- Location
- Dingley, Northamptonshire
- Reviewing
- TenTel
- Date
- 2016-08-22
- Comments
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Tentel provided me with an excellent way out from the disaster that was my previous ISP. My line speed doubled immediately and their after sales care and support are excellent. I have left because I have had fibre broadband installed from an ISP who service directly but I would highly recommend Tentel to anyone looking to improve their copper line speed. If I could use my fibre under their service I would go back to them like a shot. Excellent support and a caring company with real people at the end of the phone line. I leave with a sense of real regret.
- Location
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- Location
- Dunfermline
- Reviewing
- TenTel
- Date
- 2016-05-12
- Comments
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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.
- Location
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- Location
- Boston
- Reviewing
- TenTel
- Date
- 2016-12-21
- Comments
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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!
- Location
-
- Location
- Devon
- Reviewing
- TenTel
- Date
- 2016-03-06
- Comments
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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.
- Location
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- Location
- Leigh Sinton, Worcester
- Reviewing
- TenTel
- Date
- 2015-11-23
- Comments
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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.
- Location
-
- Location
- Kent, UK
- Reviewing
- TenTel
- Date
- 2016-07-13
- Comments
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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.
- Location
-
- Location
- Billericay
- Reviewing
- TenTel
- Date
- 2017-05-27
- Comments
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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.
- Location
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- Location
- York
- Reviewing
- TenTel
- Date
- 2016-04-05
- Comments
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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.
- Location
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- Location
- blackpool
- Reviewing
- TenTel
- Date
- 2017-05-24
- Comments
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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
- Location
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- Location
- Devon
- Reviewing
- TenTel
- Date
- 2016-05-28
- Comments
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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.
- Location
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- Location
- macclesfiwld
- Reviewing
- TenTel
- Date
- 2016-06-29
- Comments
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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!
- Location
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- Location
- Rochdale
- Reviewing
- TenTel
- Date
- 2016-04-12
- Comments
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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!
- Location
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- Location
- Manchester
- Reviewing
- TenTel
- Date
- 2016-04-05
- Comments
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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.
- Location
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- Location
- Leeds
- Reviewing
- TenTel
- Date
- 2017-06-01
- Comments
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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.
- Location
-
- Location
- Airdrie
- Reviewing
- TenTel
- Date
- 2016-03-20
- Comments
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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 .
- Location
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- Location
- Sheffield
- Reviewing
- TenTel
- Date
- 2017-06-05
- Comments
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Tentel were OK when I joined in May.
However they are no longer operating and talk talk are now providing existing customers services.
- Location
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- Location
- Southampton
- Reviewing
- TenTel
- Date
- 2015-08-05
- Comments
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Customer service is great, contracts are flexible. Speed is terrible, compete waste of time.
- Location
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- Location
- Cheltenham
- Reviewing
- TenTel
- Date
- 2017-06-01
- Comments
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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.
- Location
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- Location
- Manchester
- Reviewing
- TenTel
- Date
- 2017-05-06
- Comments
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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.
- Location
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- Location
- Edinburgh
- Reviewing
- TenTel
- Date
- 2017-04-22
- Comments
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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.
- Location
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- Location
- Rochdale
- Reviewing
- TenTel
- Date
- 2016-09-09
- Comments
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A few things to point out first. Tentel use TalkTalks network to supply their broadband. I only picked tentel for a short contract while waiting for Fibre in my area.
Tentel pride themselves on great customer service. I have to agree they have amazing service, instant response, willing to help and friendly. However their internet service has failed to meet their Customer service standards. I have had noting but shocking connection and sync speed, regular dropouts. I even had my line profile changed and still received shocking speeds. My neighbours get 5mb+ i have been lucky to get 3mb.
Tentel have failed to find any fault.
Anyhow fibre has been enabled in my area so i am bailing.
- Location
-
- Location
- Welshampton
- Reviewing
- TenTel
- Date
- 2016-08-21
- Comments
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The slowest, most unreliable speeds ever.
Can't even stream the iPlayer, or Netflix in the lowest bandwidth. That's using an Ethernet cable as well!
I don't expect HD streaming, but this is ridiculous. I could even live with pixelated lowest resolution streaming, but tentel can't even manage that!
One saving grace is the customer services who have always been polite and courteous.
- Location
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- Location
- Kent
- Reviewing
- TenTel
- Date
- 2017-05-19
- Comments
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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.
- Location
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- Location
- Wales
- Reviewing
- TenTel
- Date
- 2016-08-05
- Comments
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Run!!! I wish I had.. I left them as we where moving , did everything by the book... Gave Tentel 30days had an email from them saying sorry your leaving us. Anyway after 30 days all tentel services stopped a few days after we moved. Later in the month a could see tentel had taking money from my account ( with the move I had not told my bank to cancel the dd, but than I shouldn't have to do that anyway) rang up tentel to be told they're very sorry and i would get my money back ( 5 month later I have not had any money back from them ) but it didn't stop there they are still trying to take money from my account every 2 weeks.!! Everytime I speak with them they're very sorry and promise it will not happen again. Yet they keep doing it. They are harassing me wanting money I'm now having to get a solicitor to deal with Tentel. Stress no one wants when moving so if anyone is thinking about trying them DONT !!!
- Location
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- Location
- Seaford, East Sussex
- Reviewing
- TenTel
- Date
- 2016-07-27
- Comments
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I would have rated Customer Service a lot higher and still may do but that depends on the outcome of a dispute and the compensation that finally gets agreed. I wish I could share the positive experience of some of your reviewers but like many others, I have had outages, as well as a doubling of my mobile bill, when I thought my wifi and internet were connected. Continuous dropping, of service, backed up by the two routers that were sent as replacements, (unconfigured) and to be returned. Frequent phone calls to support when you do finally get hold of them they are great, but obviously understaffed and overstretched as I have spent at least two hours of my life listening to their autoresponder!
If I can get back to a reliable service and sort out the backdated complaints I would change my review completely but not at the moment as I said still to be resolved.
- Location
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- Location
- Croydon
- Reviewing
- TenTel
- Date
- 2017-05-18
- Comments
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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...
- Location
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- Location
- plymouth
- Reviewing
- TenTel
- Date
- 2016-05-01
- 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.
- Location
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- Location
- Leamington Spa
- Reviewing
- TenTel
- Date
- 2017-04-16
- Comments
-
Lovely people and price but the throughput collapses under load. Easter Sunday as awful. 2 seconds round trip ping to Coventry.
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-01-29
- 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.
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-12-07
- Comments
-
I just moved into to my first home and took a look at broadband providers. Tentel seemed good for the unlimited package so I clicked on it and wentertainment thrush the processing.
For a while it was excellent.
Then I got a phone call telling me I had gone over my data usage. How can that happen on unlimited? So I said to them on the phone if they spread the over usage payment over a course of a couple of months then upgrade me to unlimited on the phone (even tho I was already) they refused. They wanted £85 there and then or they were cutting me off. I asked to speak to th manager and the way I was spoken to was disgusting. Treated like utter trash.
After a long dispute, and explain I had only £10 to last me and that I couldn't pay said £85, I hung up. Not even 30 secs later, we were cut off.
So I changed my provider. I went with BT and not so long later I got a phone call from tentel again, explainin I had to pay £145!!! For a cancellation fee. I'm still disputing with them now, I dealt with Emma and am sure his name was Ben. I don't appreciate the way me and my partner was spoken too.
If you have any common sense don't go with tentel. To be honest they'll just try con you out of money.
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-12-07
- 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!
- Location
-
- Location
- skipton
- Reviewing
- TenTel
- Date
- 2016-07-07
- 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.
- Location
-
- Location
- Stratford-upon-Avon
- Reviewing
- TenTel
- Date
- 2017-04-04
- 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.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
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