179 Customer Reviews over 5 pages
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- Location
- N. Ireland
- Reviewing
- TenTel
- Date
- 2017-07-09
- 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.
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-07-02
- 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.
- Location
-
- Location
- Cotswolds
- Reviewing
- TenTel
- Date
- 2016-03-12
- 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.
- Location
-
- Location
- Scotland
- Reviewing
- TenTel
- Date
- 2016-10-15
- 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.
- Location
-
- Location
- Aviemore
- Reviewing
- TenTel
- Date
- 2016-11-28
- 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.
- Location
-
- Location
- piolhoso
- Reviewing
- TenTel
- Date
- 2015-12-31
- 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.
- Location
-
- Location
- Bingham
- Reviewing
- TenTel
- Date
- 2016-11-18
- 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
- Location
-
- Location
- Isle of Wight
- Reviewing
- TenTel
- Date
- 2016-08-23
- 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.
- Location
-
- Location
- Manchester
- Reviewing
- TenTel
- Date
- 2017-06-14
- 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...
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-04-13
- 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.
- Location
-
- Location
- Glasgow
- Reviewing
- TenTel
- Date
- 2017-04-27
- 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.
- Location
-
- Location
- Sheffield
- Reviewing
- TenTel
- Date
- 2016-04-15
- Comments
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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.
- Location
-
- Location
- northampton
- Reviewing
- TenTel
- Date
- 2016-02-23
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- TenTel
- Date
- 2016-10-19
- Comments
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Rubbish service, unapologetic with a delay to install and a pathetic attempt to remedy the situation.
- Location
-
- Location
- Gloucester
- Reviewing
- TenTel
- Date
- 2017-06-17
- Comments
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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.
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2017-02-22
- 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
- Location
-
- Location
- Bedfordshire
- Reviewing
- TenTel
- Date
- 2016-11-05
- Comments
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Not yet spoken to customer service. But broadband service i have is poor.
- Location
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- Location
- Surbiton
- Reviewing
- TenTel
- Date
- 2017-06-22
- Comments
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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.
- Location
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- Location
- Glasgow
- Reviewing
- TenTel
- Date
- 2016-04-10
- 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.
- Location
-
- Location
- Oxford
- Reviewing
- TenTel
- Date
- 2017-03-31
- Comments
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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.
- Location
-
- Location
- Ormskirk
- Reviewing
- TenTel
- Date
- 2016-09-29
- 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.
- Location
-
- Location
- Medway
- Reviewing
- TenTel
- Date
- 2017-03-04
- Comments
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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.
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-11-21
- 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.
- Location
-
- Location
- Bolton
- Reviewing
- TenTel
- Date
- 2017-05-03
- 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.
- Location
-
- Location
- Ilkeston
- Reviewing
- TenTel
- Date
- 2016-05-17
- 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!!!!
- Location
-
- Location
- Edinburgh
- Reviewing
- TenTel
- Date
- 2017-06-01
- 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.
- Location
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- Location
- Oxford
- Reviewing
- TenTel
- Date
- 2016-07-05
- Comments
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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.
- Location
-
- Location
- Glasgow
- Reviewing
- TenTel
- Date
- 2017-02-07
- 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.
- Location
-
- Location
- LEEDS
- Reviewing
- TenTel
- Date
- 2016-11-23
- Comments
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Terrible and slow connection it's very frustrating and I'm more than happy to pay the extras to have my contract cancelled.
- Location
-
- Location
- Leeds
- Reviewing
- TenTel
- Date
- 2016-09-15
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2017-03-16
- 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.
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2017-04-13
- 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.
- Location
-
- Location
- Yeovil
- Reviewing
- TenTel
- Date
- 2017-09-23
- Comments
-
Internet provider to absolutely avoid: really bad customer service, connection not working for a few weeks at the beginning, bad connection overall...
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2017-09-11
- Comments
-
Horrible customer service and unfair deals.
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2017-03-27
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-11-02
- 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
- Location
-
- Location
- Glasgow
- Reviewing
- TenTel
- Date
- 2017-08-28
- 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.
- Location
-
- Location
- Pocklington
- Reviewing
- TenTel
- Date
- 2017-06-23
- 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.
- Location
-
- Location
- Camberley
- Reviewing
- TenTel
- Date
- 2016-03-27
- 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!
- Location
-
- Location
- Suffolk
- Reviewing
- TenTel
- Date
- 2016-03-08
- 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.
- 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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