Rates and Charges

We aim to keep our rates and charges clear, simple and easy to understand so it’s easier for you to keep track of your costs.

The charts below highlight our standard rates and charges. A full breakdown of all our call rates and charges are also available to download.

Usage charges


UK local and national (01,02,03)


UK mobile


Calls to 084, 087, 09 and 118 Numbers

10ppm + Service Charge*

Calling features (excl 1471)

£1.50 per feature

Data in excess of bundle**

£1.50 per GB

Static IP Address



Account charges


Missed Direct Debit/Non-payment of Direct Debit


Paper invoice/statement


Fibre activation


Fibre home mover fee


Cancelled order (more than 3 days prior to live date)Ω


Cancelled order (less than 3 days prior to live date)Ω



Router charges


Non-returned standard router


Non-returned fibre router


Reconfigure router



Engineer charges


New line installation


Fault investigation (if issue caused by customer)

Normal working day


Fault investigation (if issue caused by customer)

Weekdays before 8am and after 6pm or Saturdays


Fault investigation (if issue caused by customer)

Public & bank holiday


Engineer cancellation (by customer)


* Service charge amount as quoted in the TenTel Pricelist.

** Data usage is calculated on a pro rata basis, commencing from the day you go live until the last day of that month.  Your data usage allowance is renewed on the 1st of every month. 

Ω This fee will be only be incurred if installation is cancelled  after the 14 day cooling off period.


Charges Update:

As of July 2015, Ofcom the industry regulator introduced a new initiative called 'UK Calling' which is designed to make call charges easier for everyone to understand. Here at TenTel we're always looking for ways to make our customers' lives easier and so have updated our pricelist so that it's much easier for our customers to understand. To view our updated price list, simply click the link below for 'TenTel Pricelist', or for more information about the UK Calling initiative please visit the dedicated Ofcom website at http://www.ukcalling.info/



- For a full list of all our rates please download our TenTel Pricelist.

- For a full list of our international call costs please download our TenTel International Call Pricelist.


Hello International Add-on bundle eligible countries

For a full list of all countries included in our Hello International add-on bundles please click here.


The Direct Debit Guarantee            Direct Debit

  • This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
  • If there are any changes to the amount, date or frequency of your Direct Debit PSL re TenTel Ltd will notify you five (5) working days in advance of your account being debited or as otherwise agreed. If you request PSL re TenTel Ltd to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
  • If an error is made in the payment of your Direct Debit, by PSL re TenTel Ltd or your bank or building Society, you are entitled to a full and immediate refund of the amount paid from your bank or building society - If you receive a refund you are not entitled to, you must pay it back when PSL re TenTel Ltd asks you to.
  • You can cancel a Direct Debit at any time by simply contacting your bank or building Society. Written confirmation may be required. Please also notify us.



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