Tesco Broadband is owned and operated by Tesco Stores Limited, a company registered in England whose registered office is at: Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL. Company Registration No. 519500. VAT No. GB220 4302 31.

Tesco Broadband provides four services as listed in our Terms and Conditions in Clause 1.2. These are:

1. “Tesco Broadband With Calls” our broadband service, which comes with telephone line rental and telephone calls included.
2. “Tesco Broadband Only” our broadband only service, without telephone line rental or calls.
3. “Tesco Home Phone” our home phone only service.
4. “Tesco.net Email” our email service which we may offer you in addition to one of the options above. This will consist of an email address or addresses.

 We use the following partners to deliver our services:

1. Cable & Wireless Worldwide (C&WW) provide us with network services to support Tesco Broadband with Calls and Tesco Broadband Only using Local Loop Unbundling (LLU).  These services are only provided in a limited geographical area covering about 55% of UK households.
2. Where C&WW don’t have network coverage they sub-contract services from BT Wholesale to provide a similar product set.  Because the cost base is different and the regulator sets the wholesale prices that BT must charge C&WW, the prices we charge you for these products are generally higher.
3. The telephone line that we provide you as part of the Tesco Home Phone service is provided by BT Wholesale (again sub-contracted by C&WW) and the calls are provided by C&WW.
4. Typically Tesco Broadband Only services signed-up before 2010 (and known as Tesco Internet) are provided by BT Wholesale but sub-contracted through Virgin Media Business.
   

We will provide you with a paper copy of our Terms and Conditions in the welcome pack that we send you a few days after you sign-up. We publish our Terms and Conditions online at www.tescobroadband.com/terms

1. Tesco Broadband will provide you with a summary price list specific to the package or promotion you chose when you sign-up to one of our services.  This is included in our ‘welcome pack’ and will be posted to you a few days after you sign-up for the service.
2. We also publish a standard price list at www.tescobroadband.com/pricing.  This will include the prices for our standard packages.  Please note that if you signed up to a special offer or promotion, or we no longer sell your package your specific price list may be different and you should refer in this case to the summary price list we sent you.  If you aren’t sure what price list relates to you please contact us using the details below.
3. If you do not receive a welcome pack, or you lose it you can get a new copy of the price list by calling or emailing our customer service team using the contact details below.
4. There are also some one-off charges – for termination and for certain maintenance services and these can be found on the online summary price list.
5. On our website we also publish a detailed price list – this will detail the prices for every international destination, and every type of UK telephone number and runs to over 100 pages.  You should refer to this document if you are unsure about the price of a call after reading the summary price list.
6. Some of our packages contain inclusive calls.  Your specific summary price list will detail these.
7. Tesco Broadband does not  make specific charges for usage but we do operate a Fair Usage Policy which can be found at www.tescobroadband.com/terms
   

1. More details on how we bill and what happens if you fail to pay your bills can be found in Clauses 15 and 21 of our Terms and Conditions.
2. We will provide you with a monthly itemised bill.  These bills will be available online and we will email you when it is ready. For a small charge you can chose to have the itemised bill posted to you. 
3. We will request payment from your bank or credit card around ten days to two weeks after the bill is produced.  This can be shorter or later depending on circumstance but the day will always be on your bill.
4. Our standard payment mechanism is by Direct Debit, but we may allow payment by recurring credit card mandate or one off credit payment.  Currently we do not levy an additional charge for credit card payments.
5. We will try to issue your first within a week of you going live on the service.  Because your line rental and broadband subscriptions are paid in advance, we will have to collect an additional amount of money on this first bill to cover the period from your service being live to your first bill, as well as your normal monthly charge. 
6. If your go live is delayed, we may not be able to meet this first bill date, in which case you may have to wait up to a month for your first bill, in which case this charge in arrears will be larger.
7. Prompt payment helps to keep our prices low.  Please call us as soon as possible if you feel you will have difficulty paying your bill and we will do what we can to help. 
8. If your bill is not paid on time we will begin our debt recovery process which may result in suspension or cancellation of your service.  If your bill remains unpaid after this we may pass on your details to a debt collection agency.
9. We may also suspend or cancel your service if we reasonably believe you have no intention to pay, fraud is being committed or your calling pattern is unusual.
   

1. We deliver support in a number of different ways
   • By telephone using the contact details below;
   • By email using the contact details below; and
   • On our website at http://www.tescobroadband.com/help-and-support 
2. In some cases if you report a fault we may decide that we need to send an engineer to your house.  Normally our network suppliers will pay the cost of this visit, but if the engineer discovers that the fault is as a result of you not correctly installing our equipment or because your internal wiring is faulty we may pass on these charges to you.  We will ensure that you are aware of this and the maximum potential charge before the engineer is booked.  If you miss an appointment we may also levy a missed appointment charge.
   

1. For details of how you can end your contract with us please see Clause 25 in our Terms and Conditions.
2. Your contract may be subject to a minimum commitment.  We outline the commitment length to you in your welcome pack. If you aren’t sure what minimum commitment relates to you please contact us using the details below.
3. If you cancel before the end of your Minimum Term you will have to pay an Early Termination Charge and you may have to refund the price of your router.  These will be outlined in the welcome pack we send you.
   

1. Where you sign-up to Tesco Broadband with Calls or Tesco Home Phone we will ‘port’ your number from your previous provider (except for a new line or where you have asked us not to).  Generally this porting happens at the same time as we put your service live, but in some cases this may take a few hours, and occasionally overnight.  During this time you should be able to use your broadband and make outgoing calls, but you will not receive incoming calls.
2. In the unlikely event that the port is not completed by midnight the following day you will be entitled to compensation from us.  This compensation will be no greater than 1/30 of your monthly line rental and broadband subscription, per day of delay.  The compensation will be paid on request.
   

1. From time to time we may change our terms and conditions.  We will notify you by email or by post at least one month before the change to the terms and conditions.  More information can be found in Clause 24 of our terms and conditions.
2. If you wish to make a complaint you should do so in the first instance by contacting customer services on the details below.
3. Our full Code of Practice for Complaints can be found at www.tescobroadband.com/codes 
   

1. If you have any queries:
   • please check the FAQs on our website at http://www.tescobroadband.com/help-and-support; or
   • email us at support@tescobroadband.com 
   • phone one of our UK based call centres on 0844 556 3550.
2. Our customer services are available between 8am to 10pm, 7 days per week.
3. We do not charge for calls to 0844 556 3550 if you call from your Tesco Broadband with calls telephone line. 
4. We do charge for calls to this number if you have Tesco Home Phone.  Calls to this number from a Tesco Home Phone cost 5p a minute plus a connection fee.