Tesco Home

Domestic landline

Contact

  • Home phone enquiries 0345 30 400 30  charged at 5p per minute plus connection charges.
  • UK call centres: YES
  • Complaints 0345 30 400 30

Details

  • Market share/ number of customers: ~980,152
  • switching : No clear steps outlined
  • Average time days to switch 1-2 weeks
  • Average time for new line installation: up to 4 weeks
  • Existing customer incentives: Club card points,3 month happiness guarantee, move providers without incurring cancellation charges if not entirely happy within first three months
  • Minimum 12 month contract
  • Early cancellation charges: YES- not really outlined exactly in Terms and conditions
  • Some special considerations for vunerable and low income customers
  • Customer charter: NO, code of practise
  • Complaints policy:YES-clear steps to resolution within 5 days
  • Customer service/ complaints record available: NO
  • Live webchat: NO
  • Online forum: NO
  • Moving home: Not entirely clear either on website or from sales team

Compensation for  repair of faults not made when stated/ late installation

  • Absolutely no information, when I spoke to sales, club card points were mentioned as means of compensation, but no policy seems to be available

Charges made by Tesco

  • Very surprised by lack of information in terms and conditions and speaking to sales, nobody could advise me as to the cost of late payments or missed DD’s T & C’s mention credit recovery will be activated if bills are not cleared within 14 days
  • Paper billing £1
  • Phone line activation £30

Broadband

  • Enquiries 0345 30 400 30
  • UK call centre
  • Unlimited downloads with fair usage policy
  • 30 day rolling contract or 12 months contracts
  • Wireless router ( remains Tesco property
  • Compensation if Tesco encounter delays in connection -equivalent to one days rental
  • Plans vary from £2-6.50 per month with Tesco line rental
  • Clubcard points for customers
  • Plans may increase dependent on Network areas
  • No charges listed for engineer call out charges if customer found to be at fault

 

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