Broadband FAQs

Are there any activation fees?

There is an activation fee of £35 for no contract broadband packages.  This activation fee does not apply to our 6 and 12-month contract packages. 

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 and broadband to activate. 

Why do I need a New Line Installation?

A new line installation 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 installation engineer appointment

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

Once I go live how do I set up my broadband?

You should have received a ‘Broadband Quick Start Guide’ in your router box where you will find detailed instructions on how to set-up your router or you can view online here.

Equipment included in your router box:

  • Wireless router
  • Power adaptor
  • DSL cable
  • Ethernet cable
  • xDSL filter

Your first 14 days online with us:

As you have a new connection with us your broadband will enter a ‘Line Stabilisation Period’. This simply means for the next 14 days we’ll test your line to ensure you get the best connection possible. During this period your speed may vary but don’t worry this is normal and your router might even restart itself a few times too but you’ll reconnect automatically after a few minutes – you won’t have to do anything.

What do the lights on my router mean? 

Which router do you have? You can find the model number on the back of the router.  

Can I connect more than 1 computer?

Yes, all of our current routers support multiple devices consecutively.  These can be connected either wirelessly or directly using an Ethernet cable.

Can I use the modem/router I already have?

No, we recommend that you use one of our TenTel routers.

Can I get a broadband accelerator/booster?

Yes, of course you can.  Just call our Customer Service Team on 03330112321.

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’ve gone over my data allowance, how much will I be charged and how do I avoid this in future?

If you exceed your data allowance you will be charged £1.50 for every GB you go over.  We will send you an e-mail notification when you are at 75% of your data allowance and again to let you know you have exceeded your allowance (please check your e-mails regularly). If you receive these notifications every month you may need to upgrade your broadband package to 40GB or Unlimited.

How is my data usage calculated?

Our data usage works on a pro rata basis, if you go live part way through the month then you will have your data allowance until the last day of that month.  Your usage allowance is renewed on the 1st of every month.

I want to cancel my contract early, are there any charges?

If you have a 30-day rolling contract there are no cancellation charges, just give us 30 days’ notice and we'll cancel your services. If you have taken one of our 6, 12 or 18-month contracts and wish to cancel your services early you will be charged for the remaining months left on your contract. 

For example, if you take a 6 month hello broadband contract and you cancel on month 2 you will be liable to pay the remaining 4 months on your contract. 

Please call one of our friendly Customer Service Agents a call on 03330 112 321 to discuss canceling your services.

Do you provide static IP addresses?

Yes for an additional cost of £1.50 per month.  If you would like to add this feature to your package please contact us.