179 Customer Reviews over 5 pages
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- 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
- 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
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- Location
- skipton
- Reviewing
- TenTel
- Date
- 2016-07-07
- Comments
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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
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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
- Reviewing
- TenTel
- Date
- 2016-07-02
- Comments
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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
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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
-
- Location
- Reviewing
- TenTel
- Date
- 2016-06-01
- Comments
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Poor service. Still waiting 1 month later for internet. Engineer didnt arrive when I had taken a day off work to be there. Still trying to charge me!
- Location
-
- 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
-
- Location
- Leicester
- Reviewing
- TenTel
- Date
- 2016-05-26
- Comments
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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
- Preston
- Reviewing
- TenTel
- Date
- 2016-05-25
- Comments
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The company is a disgrace. 0 stars.
Never experienced as bad customer service in my life.
The company is ran by incompetent ignorant liars who fail to keep promises.
- Location
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- Location
- Sheffield
- Reviewing
- TenTel
- Date
- 2016-05-19
- Comments
-
I honestly struggled to give TenTel one star for Overall Satisfaction and Customer Service. They simply don't deserve it. Some 2 months later, I have no service, no refund, and effectively hear a voice recording of the same quote 'terms and conditions' every time I seek resolution. Passed to the Ombudsman, save yourself the hassle, its not as if there is a lack of service providers.
- Location
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- Location
- Ilkeston
- Reviewing
- TenTel
- Date
- 2016-05-17
- Comments
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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
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- 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
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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
- Aberdeen
- Reviewing
- TenTel
- Date
- 2016-05-12
- Comments
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It was explained to me when I had to get a new provider due to shocking customer service from my previous provider so I decided to leave them, the agent at Tentel explained all the regulations and that it would take 14 days and that I had to just sit back and "they would do all the work in the background" I had an amount of trepidation however I had my services switched when they promised and was utterly delighted with the overall service from contact to conclusion.
- Location
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- Location
- UK
- Reviewing
- TenTel
- Date
- 2016-05-08
- Comments
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After months of thinking about leaving Tentel I spoke to customer support which I previously dreaded. Most of the previous calls felt like talking to an uninterested robot.
A chap called Andrew I think, resolved a dispute that had been sitting around for months in less than 15 minutes.
Would now recommend Tentel and will only deal with that Customer support member from now on!
- Location
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- Location
- N Ireland
- Reviewing
- TenTel
- Date
- 2016-05-06
- Comments
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Absolutely terrible in every way imaginable. Avoid at all costs.
- Location
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- Location
- plymouth
- Reviewing
- TenTel
- Date
- 2016-05-01
- Comments
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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
- Leigh
- Reviewing
- TenTel
- Date
- 2016-05-01
- Comments
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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
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- Location
- Birmingham
- Reviewing
- TenTel
- Date
- 2016-04-29
- Location
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- Location
- Surrey
- Reviewing
- TenTel
- Date
- 2016-04-28
- Comments
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They charged me for an engineer visit that never happened, despite me taking time off work for it (£108 +VAT!!). They said they would refund me the downtime because my internet did not work for 1 month, they didn't. Do not even think about going anywhere near this company! Avoid at all costs!
- Location
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- Location
- London
- Reviewing
- TenTel
- Date
- 2016-04-27
- Comments
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The worst internet provider. Customer service unresponsive. internet speed slower than on my 3G mobile dongle.
- Location
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- Location
- Bridgwater
- Reviewing
- TenTel
- Date
- 2016-04-27
- Location
-
- Location
- feltham
- Reviewing
- TenTel
- Date
- 2016-04-26
- Location
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- Location
- edinburgh
- Reviewing
- TenTel
- Date
- 2016-04-23
- Comments
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pathetic responce to problem never go near this company of liars and non resolvers of problems
- Location
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- Location
- edinburgh
- Reviewing
- TenTel
- Date
- 2016-04-21
- Comments
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disaster was lied to wow factor 0
promised the earth gave nothing
makes the horrendous sky and virgin services fantastic
- Location
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- Location
- Glasgow
- Reviewing
- TenTel
- Date
- 2016-04-19
- Comments
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So reliable and nice customer service people who help with all problems big or small
- Location
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- Location
- Lanarkshire
- Reviewing
- TenTel
- Date
- 2016-04-19
- Comments
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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
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- Location
- Edinburgh
- Reviewing
- TenTel
- Date
- 2016-04-16
- Comments
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So unreliable speed,sudden disconnects,would not recommend to anyone.
- Location
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- 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
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- Location
- Auchterarder
- Reviewing
- TenTel
- Date
- 2016-04-15
- Comments
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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
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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
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- Location
- London
- Reviewing
- TenTel
- Date
- 2016-04-13
- Comments
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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
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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
- Glasgow
- Reviewing
- TenTel
- Date
- 2016-04-10
- Comments
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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
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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
- 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
-
- Location
- Derby
- Reviewing
- TenTel
- Date
- 2016-03-30
- Comments
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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
- Manchester
- Reviewing
- TenTel
- Date
- 2016-03-28
- Comments
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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
- Camberley
- Reviewing
- TenTel
- Date
- 2016-03-27
- Comments
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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
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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