Phone FAQs

Can I keep my existing phone number if I switch to TenTel?  

We'll always try our best to keep your current phone number, in some cases, we can't transfer numbers. If we can't transfer your number we'll let you know before you're due to go live.

When will I go live? 

You will receive an email after placing your order which will confirm the date your services will go live. This email can take up to 48 hours to arrive.

On your go live day it can take up until midnight for your phone line to activate. 

Why do I need a New Line Installation?

A new line installation (NLI) is required when there is no live line or the line is disconnected between your house and the local telephone exchange.

i. Why is Openreach installing my line?

Openreach is responsible for the management of the standard telephone infrastructure across the UK

ii. I need to cancel my NLI engineer appointment

To cancel your NLI appointment we require 3 working days’ notice to avoid any missed engineer charges which can be charged up to £180

Can I add more call features in the future?

Yes of course!  You can add Call Waiting, Caller Display, 3 Way Calling and much more.  You can do this by calling our Customer Service Team on 03330 112321

What numbers are included in my package?

Our hello calls packages include 01, 02 & 03 numbers

What numbers are excluded in my package?

Our hello calls packages exclude 0845 & 0870 numbers

How do I change my call plan?

You can change your call plan by calling our Customer Service Team on 03330 112321.

Where can I see the calls I’ve made?

You can view your monthly telephone invoice via the “My account” area of our website

If I go over my call allowance what will I be charged?

Calls in excess of your monthly allowance, to mobile or international calls will be charged at our standard call charges. See our rates and charges for more information.  

How do I report a problem with my line?

Call our Customer Service Team on 03330 112321

Can I take TenTel services for my business?

Yes, however TenTel services are designed for residential purposes and therefore do not offer business support.

I have a broadband package with you can I add a phone package?

Yes, of course you can.  Simply chat to one of our friendly team members on live chat or contact us to add a broadband package

How do I cancel my phone package?

Our hello calls packages are 30 day rolling contracts, if you wish to cancel your phone service please contact us to give us 30 days’ notice and there will be no cancellation charges.

You can cancel by calling our Customer Service Team on 03330 112 321

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