Why has this change occurred?
In response to customer feedback we have designed a great value broadband and calls package with competitive line rental which we believe is a very compelling proposition in the market. We have reduced our standard contract length to 12 months, whilst offering a 30 day rolling option. For a package with unlimited data and great Tesco added value such as triple Clubcard points this offers our customers something truly unique.

How will the price change affect promotions?
Any customer with an active promotion will have the promotion honoured, for example a customer on half price broadband will remain on this (£4 reduction from the previous £8 charge), bringing the customers broadband price down to £2.50 for the remainder of their promotional period, aligning existing customers to new customers.

For customers on a X month’s free deals, these will remain in effect until the period expires, the broadband will then be charged at £6.50 per month.

How can Tesco increase line rental price when BT are being forced to decrease their charges
Any proposed reduction in BT wholesale charges are subject to a consultation period with the European Commission and BT are currently disputing this possible legislation. We therefore do not have clarity on whether there will be a reduction of the wholesale cost or by how much, and cannot base our pricing on this.

I have only recently signed up and have not gone live but my prices are changing, is this correct? 
Unfortunately there will always be a moment in time when a pricing change impacts those customers who services are in the process of being made live. We accept this experience is not good and offer these customers the opportunity to cancel the contract in line with our three month happiness guarantee.

We believe even with these price changes we offer real value to our customers, reducing our broadband to £6.50 means we have a very competitive package with lots of valued extras: triple Clubcard Points for every £1 spent, free UK Call Centre and inclusive 0845/0870 within call packages from 12/03/12.

Does this price change give me the right to end my contract?
Any customer who chooses has the right to terminate the contract without termination charges. We believe however we have made positive steps in adding value into the proposition and that the packages remain highly competitive within the market. Customers have until the 12th of March 2012 to notify us of cancellation. Should they use the service on or beyond the 12th of March then this is taken as acceptance of our new pricing arrangements.

As I am still in contract, will this mean I am not affected by this change?
Our pricing changes include both new and existing customers with Tesco; we have made the decision to add more value to our packages while making our prices simpler for all.

As “old” prices are still shown on website, is it only existing customers affected?
Both sets of pricing will still appear on the website, at www.tescobroadband.com/pricing, until the 12th March when these price changes go live for existing customers so it is completely transparent what you will be charged.

You will receive your first bill approximately three weeks after your Tesco Broadband service goes live and then monthly thereafter on or around the same day in each month.

Each month, we will send you an e-mail notification informing you that your bill is ready to view in the ‘My Account’ area of the Tesco Broadband web-site.

Your exact payment date will be detailed on your bill and the amount due will be collected via the Direct Debit account you specified when you signed up for the Tesco Broadband service.

You can view your bill on-line once its available by visiting ‘My Account’.

It is quite normal for customers’ first bills to be higher than expected. This is usually due to the start date.

If you joined Tesco Broadband part-way through a billing period, your first (part) month’s charges will be added to your first bill (package charges will be pro-rated in accordance with the days of service received up to the billing date).

Tesco Broadband charges for fixed package charges in advance and so the first bill will include the part-month charges from the first month and the package charges in advance for the second month. Hence a slightly higher bill than you might expect.

The first step is to ensure that you fully understand the way your Tesco Broadband bill is laid out.

Your Welcome booklet includes a short guide to understanding your first bill (which is generally slightly higher than normal bills).

We also have a PDF you can view here which explains the normal layout of our bills.

Once you are clear about the content and the layout of your bill and you still think there is an issue with your bill, please contact our Customer Care Team either via e-mail at support@tescobroadband.com or call 0844 556 3550.

For your security, we only communicate with the Tesco Broadband account holder and please ensure you quote your customer account number.

Please click here for our Fair Usage policy.

If you have difficulties accessing or reading your bills, your contract, directory information, directory enquires or anything else related to your use of Tesco Broadband, we will use our reasonable endeavours to help you.

For example for customers who are visually impaired, we can produce invoices in Braille or large print format.

For information about what we can do to help, please contact our Customer Care team on 0844 556 3550 or go to www.tescobroadband.com

Unfortunately, this is not currently possible. The Terms and Conditions for the Tesco Broadband service require customers to set up a Direct Debit mandate, for regular payment of monthly bills. If you may have difficulties making a payment please contact our Customer Care team on 0844 556 3550.

If you need to change any of your personal or payment details you will need to call our Customer Care team on 0844 556 3550

If you are moving home you will need to check with us that you can move your service, please call one of our Customer Care team on 0844 556 3550

To access billing rates click here.

If you require a paper bill it is an extra cost of £1 per month. If you wish to take this option then call one of our Customer Care team on 0844 556 3550

You can cancel your order for your Tesco Broadband service before mid-day on the working day before your Go-Live date by phoning, emailing or writing to us (letters must be received before mid day on the working day before your Go-Live date). The time between your order confirmation and your Go-Live is known as the ‘Cooling-off Period’, following your Go-Live date you have a further three months when you can terminate your contract within incurring any early termination charges. If you cancel after the three months happiness guarantee period but during your minimum term contract, the following early termination charges will apply: Tesco Broadband with inclusive Evening and Weekend calls £1.50 per month remaining, Tesco Broadband with inclusive Anytime calls £4.00 per month remaining. You can cancel your order for the Tesco Broadband wireless router up to seven working days from the day after receipt, for details of how to return your router please call our customer care team on the number below or visit www.tescobroadband.com. If you do so, you will need to supply your own router to use the Tesco Broadband Service.
If you want to contact us, provide feedback or make a complaint: in writing Tesco Broadband, PO Box 1142, Warrington, WA55 1EU, by email support@tescobroadband.com or by phone 0844 556 3550

Most people will be able to switch to Tesco Broadband, however, those that are unable to could be because of one of several reasons eg. If you are a cable customer. To find out whether you can switch to Tesco Broadband please click here.

The whole process will take upto 17 days which is normal when changing landline and broadband services. We will keep you updated through that period with how your order is progressing via email and SMS if you opt for it. Don’t worry, you do not have to do anything during this time, we will take care of it for you!

You will require an existing BT landline and then following computer system requirements:

Any computer capable of accessing the Internet and connecting to a 10BaseT Ethernet network can use Tesco Broadband. This includes Intel-based PCs, Macs and Linux based systems. However, the minimum computer specification required to use your up to 20MB Tesco Broadband service are highlighted below:

You will require an existing BT landline and then the following computer system requirements:

PC – Windows Based Machine

Hardware
Pentium 300MHz processor or equivalent
128MB RAM
150MB Free Hard Disk Space
SVGA display 800x600x256 colours
CD ROM Drive
A spare Ethernet port & Ethernet cable

Software
Operating system - Window XP or higher
Web Browser – Internet Explorer 6.0 or above, Firefox 3.0 or higher, Google Chrome 2.0 or higher

Apple MAC Machine

Hardware
PowerPC or 300MHz processor
128MB RAM
150MB Free Hard Disk Space
SVGA display 800x600x256 colours
CD ROM Drive
A spare Ethernet port & Ethernet cable

Software
Operating system – MAC OS 9.0 or higher (including OSX)
Web Browser – Safari 1.2 or higher

If you have recently joined our new Tesco Broadband service, the great news is that you can keep your Tesco.net email address. However, please be aware that you will not be able to access this email account through Microsoft Outlook. Instead, you can access all of your Tesco.net emails at www.tesco.net using the "Webmail Login" box at the top right hand side of the screen.

For a printable pdf of your router instructions click here

If you already have micro filters you will be able to use these. However, if you need more you can buy these online at Broadband Accessories or by visiting a Tesco Extra

There is a limit of 256 devices that you can connect wirelessly to your Tesco wireless router – more than enough for the average household! You can even connect other devices (like mobile phones or MP3 players) that use WiFi. For computers or devices that require and Ethernet connection there is a limit based on the number of Ethernet ports available on the back of the router (yellow sockets).

We strongly recommend you use the wireless router provided as part of your Tesco Broadband package as it will be pre-configured to work with Tesco Broadband. If you do decide to use your own router we will not be able to provide technical support for your router. You will also require your network username and password please call our Customer Care team to obtain this 0844 556 3550.

Most routers will give you a strong signal up to about 25 metres away – which is plenty for most homes. But it does vary depending where your walls are, your wiring and whether there’s anything else obstructing your signal. It’s best to place the router in the hallway for better signal upstairs and downstairs.

To help get the best possible speed, you can:

Plug the router into your master telephone socket.

Use telephone line filters (one for every telephone socket in use). One will be supplied with your Tesco router and you can pick up some more online at Broadband Accessories or by visiting a Tesco Extra or one of our phone shops.

Avoid using extension leads.

How far your house is from the exchange. The closer you live to the exchange, the faster your connection is likely to be.

The quality of your phone line – how good your landline’s copper cable is will also have an effect on speed and any extension wiring in your home.

The time of day – busy periods, like evenings and weekends, can be slower.

If you’ve already got an email account with someone like Hotmail, Gmail or Yahoo, then you can keep using it as normal. If your email account came with your last internet service provider, there’s a chance it could be deleted or you may not be able to access your old account – so you should check with them first. If you supplied an email address given to you by another broadband provider at sign up, it is important you create a new one from one of the internet email providers. Then let us know what this is by calling our Customer Care team, as this will be our main route of contact with you.

The great news is that you receive the following call features at no extra charge:

1471 – last caller ID
Allows you to know the number of the the last person that dialled you

141 – Withold number
With this feature you can hide your number from the person receiving the call

1571 – Voicemail
This optional feature allows people to leave messages for you

Other call features are currently unavailable, but don’t worry soon we will have lots more to choose from and we will let you know when they become available.

1471 – Last caller ID
Pick up your phone handset and listen for a dial tone
Dial 1471
The automated service will tell you the number of the person that last dialled you. Following this you will be asked to press 3 to return this call or if you do not wish to do this hang up to finish.

141 – Withold number
Simply dial 141 before the phone number of the person you are dialling. This will hide your number from the receiver of the call.

1571- Voicemail
If you have a message you will hear a pulsing dial tone when you pick up your handset.
To access your messages dial 1571 and the automated service will inform you of your messages.

Currently the call features available are:

1471 – last caller ID
Allows you to know the number of the the last person that dialled you

141 – Withold number
With this feature you can hide your number from the person receiving the call

1571 – Voicemail (optional)
This optional feature allows people to leave messages for you

All of the above features are at no extra cost to you. To add or remove calling features you will need to call one of our Customer Care team on 0844 556 3550.

To find out more about your chosen package click here.

To access full call tariff tables click here.

To change your pin number call your mailbox by dialling 1571 from your handset and when prompted enter your current pin number. Then follow the steps below:

1. Select option 4 for "changing mailbox settings"
2. Select option 3 to "modify your login options"
3. Select option 1 to "change your pin"
4. Enter a new 4 digit pin and then press # for confirmation re-enter the pin then #. All done!

By default your voicemail will not be active when your service becomes live. You will need to

To turn on voicemail:

1. To activate  dial *1571#
   
   **Deactivating voicemail will reset your pin settings**
   
   
2. To deactivate dial #1571#
   

To alter the length of time your phone rings before voicemail activates you need to change the timer number. Timer numbers are 5 second measurements where 1= 5 seconds, 2= 10 seconds until 9= 45 seconds.

To change the ring time enter *1571*0* [timer number] # e.g. to set voicemail to activate after your phone has been ringing for 10 seconds the command would be: *1571*0*2#