179 Customer Reviews over 5 pages
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- Location
- grantown on Spey
- Reviewing
- TenTel
- Date
- 2016-03-12
- Comments
-
Delighted. I have been with tentel for over a year now. Very impressed with initial setup speed. On the rare occasion I've had to contact them, my request has been dealt with very quickly and efficiently. I couldn't ask for more. We've saved lots of money since moving to tentel and intend to stay. No problems with broadband speed and very reliable. I'd recommend to anyone.
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2017-03-22
- Comments
-
On my broadband reliability I wish I didn't even have to click one star. The customer service either don't read the notes that are put on the system from the last person you spoke to or they have shocking communication skills! I had a promise to pay date and on that day I had about 5/6 calls from tentel that day. I paid my bill and haven't been able to use my internet since. I'm so angry that I've paid for something I can't even use!!!!!
- Location
-
- Location
- Lanarkshire
- Reviewing
- TenTel
- Date
- 2016-04-19
- Comments
-
5 days with no response to multiple emails, whenever I call them I'm on hold without a response, tried to use online chat and the person just stopped talking to me, the spelling and grammar was atrocious while it lasted...It's impossible to get in contact with these guys. They genuinely have the worst customer service I've ever experienced. Hidden costs and charges, poorest communication of any company I've been with, I would give them a rating of zero if I could. Please stay away from these guys, worst mistake ever.
- Location
-
- Location
- South witham
- Reviewing
- TenTel
- Date
- 2017-04-17
- Comments
-
Very disappointed that I have never received the services promised when I signed up. Speed is very slow wouldn't recommend to my worst enomy
- 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
- edinburgh
- Reviewing
- TenTel
- Date
- 2016-04-21
- Comments
-
disaster was lied to wow factor 0
promised the earth gave nothing
makes the horrendous sky and virgin services fantastic
- Location
-
- Location
- Durham
- Reviewing
- TenTel
- Date
- 2017-01-20
- Comments
-
My experience of TenTel has been excellent. Their customer care and service has been exemplary and I would highly recommend them to anyone.
- Location
-
- Location
- Nottingham
- Reviewing
- TenTel
- Date
- 2016-11-08
- Comments
-
Took 10 days to get installed. Speeds pretty terrible from the outset. Spoke to them within a few days, and they told me to keep monitoring the speed. I did so, and it never improved. Apparently being pretty consistently at 5.5mb (they naturally advertise up to 17mb, but say they offer between 5.5mb -12.5mb). It's just the 5.5mb plummets at busy times, and makes being able to use the internet pretty impossible. Tried to cancel within 14 days of install, but got told it was from 'contract date', so was lumbered with the full contract cost to cancel.
- 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
- Edinburgh, U.K.
- Reviewing
- TenTel
- Date
- 2017-04-20
- Comments
-
DO NOT USE THEM! This company is a bunch of scam artists. Don't use them. They are not a litigate company. They tricked me into an account that didn't work and then tried to charge me. They are now trying to charge me for a router I never received. DO NOT USE THEM!!!
- Location
-
- Location
- London W14
- Reviewing
- TenTel
- Date
- 2019-06-29
- Comments
-
Used to be decent in 2017.
Now struggling a lot. Routers provides internet 30 minutes a week, rest of time all lights are red. No customer service phone number
- Location
-
- Location
- Cheltenham
- Reviewing
- TenTel
- Date
- 2017-06-01
- Comments
-
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
-
- Location
- Leeds
- Reviewing
- TenTel
- Date
- 2016-09-15
- Comments
-
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
- Auchterarder
- Reviewing
- TenTel
- Date
- 2016-04-15
- Comments
-
Within just three hours TenTel had explored the broadband options in my new temporary accommodation and set up my contract - I will receive my router and be live within the next two weeks. Fast, reliable and excellent customer service so far.
- 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
- Surbiton
- Reviewing
- TenTel
- Date
- 2017-06-22
- Comments
-
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
-
- 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
- Muswell Hill, London
- Reviewing
- TenTel
- Date
- 2017-03-05
- Comments
-
The setup costs could have been explained more clearly. But calling customer service helped clear up the billing and installing processes. Since setting up, we have had no problems! Our WiFi is always reliable and extremely fast. The main concern we still have is that there is no obvious indication of data consumption, which is worrying since we did not order an unlimited data package. Overall, would recommend. Great value for money!
- Location
-
- Location
- Bridgwater
- Reviewing
- TenTel
- Date
- 2016-04-27
- Location
-
- Location
- Aberdeen
- Reviewing
- TenTel
- Date
- 2017-04-15
- Comments
-
My ten tel service is very good I am very satisfied and it actually started earlier than they first told me it was ment to start on the 15th but few days before I got a txt from them informing me that it will start a day before I got free router plugged it and it connected straight away the speed is also good no problems at all so I don't know why people are negative about them I guess they don't know how to use a pc properly or aren't patient enough I was with talk talk before and it was bad not good poor speed loss of connection bad customer service but ten tel is really good would reccomend it really satisfied works better than I thought it would
- Location
-
- Location
- Derby
- Reviewing
- TenTel
- Date
- 2016-03-30
- Comments
-
Waste of time going with this company . Have given up as no one answers phone this week or replies to your email. My boyfriend ordered. broadband for our rented property and all these promises on moneysupermarket about getting "wowed" or something ?! Thanks god he cancelled now . Sort it out Tentil
- 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
- Manchester
- Reviewing
- TenTel
- Date
- 2016-03-28
- Comments
-
Tried to call a dozen times last week and couldn't get through and staff sound disinterested when I did . Call kept getting disconnected .
Will be moving my broadband elsewhere . Company obviously full of false promises so don't go near them
- Location
-
- Location
- Birmingham
- Reviewing
- TenTel
- Date
- 2016-04-29
- Location
-
- Location
- Billericay
- Reviewing
- TenTel
- Date
- 2017-05-27
- Comments
-
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
-
- Location
- CASTLE BROMWICH
- Reviewing
- TenTel
- Date
- 2016-10-19
- Comments
-
GUYS, PLEASE STAY AWAY.ITS TRULY PATHETIC IN ALL RESPECTS.TRUST ME YOU MIGHT SAVE IN BILLING BUT THEY MAKE SURE YOU PAY TWICE IN CALLING THEM.BELOW IS MY STORY:-
"I applied for Tentel on 20th Sep 16 as they are the only one of the few who provide six months contract but to add to my perturbation i am still with without internet.After my dedicated follow up i got my router yesterday but there is no active line.I still dont know when i will get my internet.On top of it i am paying BT £7/day for WI-FI hotspots.I hope i would have gone for yearly contract with them.
STAY AWAY PLEASE,
Manjit
- 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
- Chelmsford
- Reviewing
- TenTel
- Date
- 2016-08-19
- Comments
-
The entire process to order the product online, to get set up (a Openreach engineer had to come to an area outside my new apartment to make some settings) and to install the devices (router and Roku stick) was very smooth and couldn't be easier. Great stuff! Also I was informed in a very clear manner every time something was happening or something changed in the process of setting up. It was a better experience than what I experienced at some of the main competitors (Virgin, BT) that I used in the past. The fact that they offer a 6 month contract (as the only provider on the market) makes it even better.
- Location
-
- Location
- Chesterfield
- Reviewing
- TenTel
- Date
- 2016-12-13
- Comments
-
Terrible Service.. Took my money, engineer never even bothered to turn up. I had to ring several times to be told they had cancelled my appointments?? No apology.. I wish i had read all the other bad reviews...
- Location
-
- Location
- Barnsley
- Reviewing
- TenTel
- Date
- 2017-03-28
- Comments
-
I have only just switched to this provider after buying their "Uo to 17Mbps package. I was mortified to learn that my provider (according to several speed test companies was in fact Talk Talk.
Despite buying an "up to 17Mbps package" I was told by Tentel that the fastest speed I will ever get will be 11.5Mbps. I was not told what the minimum speed would be. I have done six speed tests and they have all been 4.1Mbps. Tentel say that is perfectly fine and are comfortable with that.
Buyer beware.
- Location
-
- Location
- Kent, UK
- Reviewing
- TenTel
- Date
- 2016-07-13
- Comments
-
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
- macclesfiwld
- Reviewing
- TenTel
- Date
- 2016-06-29
- Comments
-
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
-
- Location
- Boston Spa
- Reviewing
- TenTel
- Date
- 2016-08-17
- Comments
-
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
- London
- Reviewing
- TenTel
- Date
- 2017-09-11
- Comments
-
Horrible customer service and unfair deals.
- Location
-
- Location
- feltham
- Reviewing
- TenTel
- Date
- 2016-04-26
- Location
-
- Location
- Wales
- Reviewing
- TenTel
- Date
- 2016-08-05
- Comments
-
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
-
- Location
- Seaford, East Sussex
- Reviewing
- TenTel
- Date
- 2016-07-27
- Comments
-
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
-
- Location
- Leigh
- Reviewing
- TenTel
- Date
- 2016-05-01
- Comments
-
I was looking for a cheap provider after being extorted nearly 100£ a month for 3 years by another provider in red I got exactly what I asked for from ten tel at a ridiculously low price. Thanks
- Location
-
- Location
- LEEDS
- Reviewing
- TenTel
- Date
- 2017-06-27
- Comments
-
Absolutely useless issues from start of contract poor customer service then a patronising email from 'management' avoid like plague better off with aol deal from the mid nineties
- Location
-
- Location
- Reviewing
- TenTel
- Date
- 2016-02-03
- 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.
TenTel are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and TenTel.