179 Customer Reviews over 5 pages
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- 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
- Ipswich
- Reviewing
- TenTel
- Date
- 2016-11-19
- 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
- Kent
- Reviewing
- TenTel
- Date
- 2017-03-06
- Comments
-
Please take my advice and avoid at all costs. Pay that little bit extra for a reliable and true to sold speed. We're paying for 17 and getting a maximum (on the rare occasion) of 2, but unfortunately most of the time we get around 0.5. Eventhough im paying for broadband and wireless. I'm using my phones 4g as it is faster and more reliable.
Customer services is full of con artists and the whole aim of the company is to trap you into a contract and not provide anywhere need the speed you pay for. After receiving the awful broadband for 3 days after waiting for over a week for the router and even longer for the connection to go live. When asking for help and then to cancel we were told the maximum they could give us was 2mb, even though ypto 17 was gaurenteed. Then after wanting to cancel as we considered that we were still in the cooling off period. They said we were out of the cooling off window and were unwilling to help.
Just avoid at all costs. Absolutely awful serivice, speed and experience
- Location
-
- Location
- Kent
- Reviewing
- TenTel
- Date
- 2017-05-19
- Comments
-
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
-
- 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
- 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
- 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
- Leeds
- Reviewing
- TenTel
- Date
- 2017-06-01
- Comments
-
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
- LEEDS
- Reviewing
- TenTel
- Date
- 2016-11-23
- Comments
-
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
-
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
- 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
- Leicester
- Reviewing
- TenTel
- Date
- 2016-03-11
- Comments
-
AVOID! RIP-OFF MERCHANTS. YOU'VE BEEN WARNED. Got their package to start Jan 15 2016. They sent the modem on 02 Jan - they use Talk Talk lines - as a previous Talk Talk customer all was running. THEN COME THE BILLS. My contract is fixed rate £23 all in 40gb usage a month. But first month they billed me Jan 02 to 15 as they claim 15 was the start date - so they bill me twice for line rental - costing me £29 + vat (yet no vat mentioned in advert). 2nd month they claimed I passed my 20gb download (my contract is 40gb allowance) and have billed £30 extra and the bill for month 2 came in at £59. They don't know I am fully aware of contract law and I will giving these con-men a kicking in the courts very soon...I am now in third month - wonder what the bloody bill will be this month...YOU'VE BEEN WARNED...NO STARS would be a more accurate rating.
- Location
-
- Location
- Leicester
- Reviewing
- TenTel
- Date
- 2016-05-26
- Comments
-
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.
- 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
- Leigh Sinton, Worcester
- Reviewing
- TenTel
- Date
- 2015-11-23
- Comments
-
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
- Liverpool
- Reviewing
- TenTel
- Date
- 2017-02-15
- Comments
-
I would like to give a shout out to Gavin on the sales team at Tentel for his excellent customer service yesterday! After shopping around and speaking with other brands like Talk Talk and Sky I decided to go with Tentel as Gavin's gift of the gab was brilliant! I didn't feel pressured into going with Tentel. He gave me the deals; short, sweet, kept it simple and gave me all the information needed. He even let me go away and think about it for a minute without jumping down my throat and giving me 15 missed calls. I didn't feel rushed and had a good, easy conversation. Definitely 10/10 for his enthusiasm at 7.30pm from start to finish on the call.
My broadband hasn't yet came as I only bought yesterday but I am looking forward to seeing how it goes. He done a line check and said what my speed was good and how many devices could possibly link up to it. For £19 one year, unlimited broadband including line rental I can't complain! Fingers crossed - Let's hope the service is as good as the initial conversation with the sales rep as that went a long way!
- Location
-
- Location
- Liverpool
- Reviewing
- TenTel
- Date
- 2017-05-18
- Comments
-
We've now been fighting for more than half a year to get the line fixed. It took almost 6 months until Tentel believed that our problems are not with wifi settings or other rubbish, but that the broadband is in fact most of the time disconnected. Then it took a long time for them to actually send an engineer. The engineer visit didn't help, and now we've been waiting for more than a month for another visit. Getting pretty frustrated here, most of the time without internet service! Unfortunately, switching to another provider wouldn't help, as it's the same broken cabling that Tentel cannot get BT to fix. (Unless switching to Hyperoptic, but they're too expensive not knowing how long we'll stay in the same apartment.)
- Location
-
- Location
- Livingston
- Reviewing
- TenTel
- Date
- 2017-02-13
- Comments
-
Tentel, you need ten telephone calls to resolve one simple issue. STAY CLEAR, CON MEN AT WORK.
- Location
-
- Location
- Lochgoilhead
- Reviewing
- TenTel
- Date
- 2016-08-15
- Comments
-
I was quite afraid to order tentel's services after all bad reviews ive read. But i decided to risk it, because they were the only one that you DONT HAVE TO SIGN a contract with for long period. I said to myself that i would cancel if its not gonna be usable.
I have to say, I was very surprised, theyre customer service was quick and helpful, after around 2 weeks (as promised) the package arrived and immediately after pluging i was connected! I really didnt expect anything from great speed of broadband to strenght of signal. I could connect at my friend's place what is 2 flats from me!!!
Im really really satisfied with everything- price, speed, signal and type of contract. Strongly recommend ;)
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-02-01
- 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
-
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
- 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
- London
- Reviewing
- TenTel
- Date
- 2017-01-28
- Comments
-
very good experience, I had to ask IT colleague to support installation but besides this I had no issues at all.
- 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
- London
- Reviewing
- TenTel
- Date
- 2016-10-19
- Comments
-
Rubbish service, unapologetic with a delay to install and a pathetic attempt to remedy the situation.
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-11-18
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-10-16
- Comments
-
STAY AWAY FROM TENTEL!! No engineer was sent to install the phone line, and was still charged for 3 months without having any service. Worst service I've ever experienced. PLEASE STAY AWAY FROM TENTEL!!
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-04-27
- Comments
-
The worst internet provider. Customer service unresponsive. internet speed slower than on my 3G mobile dongle.
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2017-02-13
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-09-28
- Comments
-
This might not be the review that most people are looking to read as it is not conducted after the service was provided, however, what I would like to say is the following:
After having an enormously bad experience with several telephone and internet companoes TenTel was a real positive experience from the start and there are several reasons for this. The first and foremost important one is that fact that I was speakong to someone who actully spoke crystal clear, understandable and perfect English, unlike the many call centre correspondents who speak with an awfulx difficult to understand accent that just makes you want to walk away the minite the person says "Hello". Secondly, and maybe even more importantly, the person I spoke to was knowledgeable and clearly answered all the question I had regarding the continuum of my contract after the 6 month contract expires as well as all the all the questions regarding the fees and all expenses. He calculated exactly how much I would spend during my planned time of using TenTel and told me everything else I wanted to know. Apart from that, he was probably the kindest and nicest person to talk to and I look forward to having a great experience with this company. I hope that I wil not be disappointed in the end (but I will write another review at that point)!
- Location
-
- Location
- London
- Reviewing
- TenTel
- Date
- 2016-12-14
- Comments
-
Very slow connection,keep disconnected broadband.whywe have tidy with the co tract for this service?
How can l cancelled my contact without pay nothing? They didn't deserved.
- 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
- London
- Reviewing
- TenTel
- Date
- 2017-02-17
- Comments
-
Horrible customer service. Not trained correctly. Don't know what they are talking about. Promise me a refund for all the days the service was not active, LIES! No internet almost every month for a week always happening on weekends. They are defenitly taking advantage of people in need of a short contract, STAY AWAY like the pleg you will be better off going with SKY where you only pay for line rentals.
- Location
-
- Location
- LONDON VICTORIA
- Reviewing
- TenTel
- Date
- 2017-05-30
- Comments
-
After reading the reviews on here I was a bit concerned but took the chance as I needed the Internet for a good price here. Customer services have been great, I had to pay for installation engineer due to my location circumstances, but open reach arrived on time. Router arrived on time. Got loads of txt and emails showing the progress of the order. And now I am connected and so far happy with the speeds I have. Let's hope it is reliable. Early days, but so far impressed.
- 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
- Loughborough
- Reviewing
- TenTel
- Date
- 2019-01-01
- Comments
-
this WiFi is bad I suggest u don't buy it I'm surprised the company is still going! I get really bad connection and it goes off every two minutes.
- Location
-
- Location
- lowestoft
- Reviewing
- TenTel
- Date
- 2016-07-07
- Comments
-
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
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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