Click here to find out more.

If you have transferred your line rental to Tesco: Tesco is responsible for your line and your calls, so if you can't get a dialling tone or can't receive calls then call us on 0844 556 3550 (8am - 10pm Monday to Sunday)., to report the fault and we'll take care of it for you.

If you have not transferred your line rental to Tesco: If you can't get a dialling tone call BT on 0800 051 111 as it's their responsibility. Tesco home phone is responsible for your calls, so if you have a dialling tone but still can't receive calls then give us a ring on 0844 556 3550 (8am - 10pm Monday to Sunday. to report the fault and we'll do our best to sort it out.

If you have transferred your line rental to Tesco:
There's a minimum 3 month contract with line rental, after which you may end your contract with us by contacting Customer Services stating your choice of new provider. (If you want to end your contract during the first three months or any minimum term you have signed up to, you will incur an early cancellation charge). We will confirm that we have received your request to end your Contract and that Tesco home phone will no longer be available to you within 14 days from the date we receive your request.

If you have not transferred your line rental to Tesco:
You can switch providers at any time, there is no minimum contract. Just contact your new provider and they'll arrange the switch for you which will take around 14 days. When you've left we'll invoice you at the end of your billing period.

Please call Customer Services on 0844 556 3550 (8am - 10pm Monday to Sunday). Write to Tesco Home Phone, PO Box 1142, Warrington, WA55 1EU. You can ask to speak to a manager at any time if you don't think your complaint has been resolved. Full details of our complaints procedure can be viewed on our Quality of Service page.

If you have opted to manage your account online and have trouble viewing your account, make sure that www.tesco.com/homephone is set up as a trusted site by following the instructions below:

1. Open an Internet Explorer window
2. From the menu bar on the top select the 'Tools' option
3. Click on 'Options' or 'Internet Options'
4. Click on the second tab along entitled 'Security'
5. Click on the green icon with a large tick in the middle labelled 'Trusted sites'
6. Click on the 'Sites' button on the right hand side of the page
7. Enter http://www.tesco.com/homephone in the box titled 'Add this Web site to the zone'
8. Click the 'OK' button until all the boxes have been closed
9. Log on again to validate these changes

Line rental is the monthly charge you pay to the provider of your telephone line. For a BT line, this is normally BT, but now you can transfer your line rental to Tesco and enjoy all the benefits of Tesco home phone with one monthly bill.

Firstly, you won't get any more bills from BT - both your line rental and call charges will be on one monthly bill from Tesco. You can transfer all your existing BT line features such as call waiting and ring back, and change your line features set-up with Tesco.

Transferring your line rental to Tesco won't cost anything, and, the monthly line rental charge will cost £13.75 for online billing, otherwise £14.75. Tesco can also offer competitively priced packages of line features such as call waiting and ring back - please see our line features page for more details. (this will link to “Some notes on line features” which is shown below in this document)

Yes, all your line features will be transferred, with the exception of any PIN-based features. Unfortunately, we are unable to transfer PIN-based features and you will lose any voicemail messages you had saved.

Once your line rental transfer is complete you are able to change your line features package by calling our Customer Care Team on 0844 556 3550*

*8am-10pm Monday to Sunday.

Find out more about line rental features (this will link to “Some notes on line features” which is shown below in this document)

Once you've transferred your line rental to Tesco, BT will no longer bill you for it. Tesco will be your single point of contact for bills and any problem with your phone line.

If you have transferred your line rental to Tesco:
Tesco is responsible for your line and your calls, so if you can't get a dialling tone or can't receive calls then call us on 0844 556 3550 (8am - 10pm Monday to Sunday). To report the fault and we'll take care of it for you.

If you have not transferred your line rental to Tesco:
If you can't get a dialling tone call BT on 0800 051 111 as it's their responsibility. Tesco home phone is responsible for your calls, so if you have a dialling tone but still can't receive calls then give Customer Services a ring on 0844 556 3550 (8am - 10pm Monday to Sunday). To report the fault and we'll do our best to sort it out.

Line features are a great way of getting the most from your home phone. If you have any line features with your existing provider these will be automatically transferred. Once you have transferred you can easily, add, remove or change any line features by contacting our Customer Service team.

Discount Bundles

You can also save money by bundling up on any of our line features listed above (excludes voicemail or privacy features).

Simply call Customer Service on 0844 556 3550

Standard Voicemail (1571) 
 
1571 is a service which diverts incoming calls to a voicebank when there is no reply, or the line called is busy. 

1571 records messages up to 2 minutes long, stores up to 10 messages at any time and will store them for 20 days, when your message box is nearly full it will warn you.

Instructions for use:

An interrupted dial tone will advise the end user that a message has been left. After dialling 1571 the end user will be told they have x new messages and y saved messages. After reviewing each message the user will be given the option to:

•  Press 0 to return the call
•  Press 1 to listen again
•  Press 2 to save the message
•  Press 3 to delete the message

Voicemail Plus (call minder)
 
Lets you record a personal greeting, store 30 messages and allows you access to your messages from any phone.

Instructions for use:

Customer dials 1571, they can then follow the menu options for 1 for messages, 2 for Personal options, or 4 for main menu, once selected the automated service will direct them to storing a personal greeting or obtain messages, delete, replay, save etc.
 
You can listen to your messages when you are away from your phone by using Remote Access. To do this, you need to call your own phone number from another phone line. After call minder answers, press * and enter your 4 digit PIN. This will take you to the main menu where you can use call minder in the normal way.  The remote access call will be charged to the phone bill for the phone you are calling from.  Normal call charges apply.
 
(We strongly recommend you set up a remote access PIN to ensure the security of your mailbox, for security reasons your PIN cannot be changed by remote access). You can choose a pin that is easy for you to remember after you dial 1571, you will hear the main menu, select number 2 for personal options then number 2 again for PIN and then 2 to change the PIN. For security you won’t be able to choose a PIN with simple sequences like 1234 or 2222.

Call Diversion

Call diversion enables the customer to have all calls diverted to another number – anywhere in the UK, most overseas destinations or a mobile phone.  The customer will be billed for the diverted leg of the call.

A customer can choose to:

• Divert all calls
• Divert on no reply (call will divert after 15 seconds)
• Divert when the line is busy

Instructions for customer use:
 
Using a touch tone phone the end user must enter the following sequences:
 
Diverting Calls (switch on): * Code * phone number to divert to #
Switching off: # Code #
Checking: * # Code #
 
Diversion Codes:
 21 – Diverts all calls
 61 – Diverts unanswered calls after 15 seconds
 67 – Diverts calls when customer is engaged
 
Call Waiting
 
With call waiting, a gentle beep alerts the customer that another call is coming in. The customer has the option to end their current call and take the new calls, swap between both calls or continue with their current call.  In the latter case the caller will be asked to call back later. 
 
Instructions for customer use:
 
 Switching on  * 4 3 #
 Switching off # 4 3 #
 Checking  * # 4 3 #
 
Taking a call and switching between calls

• To take a second call and, or switch between calls, press RECALL. When the call has finished just hang up.
• When switching between calls, to speak to the second caller press RECALL then 2.  To return to the first caller press RECALL then 1.
• When the call has finished just hang up.
   

Reminder Call

This service is available as standard on most lines and is on a pay as you use basis.  It can be added as a monthly charge if required.  The customer can set their phone for a single alarm call or for a series of regular reminder calls.
 
Instructions for customer use:
 
One off call 
Setting a call * 5 5 * time # (this must be 24 Hour clock)
Cancelling # 5 5 #
Checking * # 5 5 #
 
Regular call 
Setting a call * 5 6 * time # (must be 24 hour clock)
Cancelling # 5 6 #
Checking * # 5 6 #
 
Ring Back
If the customer makes a call and hears an engaged tone, they can press 5 to request ringback. The busy number will be monitored by the network for up to 45 minutes.  If the number becomes free in this time the customer’s phone will ring with a distinctive ring tone.
 
Up to 5 ring back requests can be placed at a time.
 
The end user will be billed for the resulting call (call charge and set up fee).  If the ringing sequence starts but the call is unanswered the set up fee will be charged.
 
A ring back request can be cancelled by dialling: # 3 7 #
 
How ringback works with other services:

Call Divert –  Ring back calls will usually be rejected if the caller has been diverted to a number that is busy. 
Call Minder -  If the line you are calling has call minder, you will be diverted to the mailbox instead of being offered ringback. 
Call waiting - If the line you are calling has call waiting, you will be asked to hold instead of being offered ringback.
Incoming call barring – If the customer has ICB, the ringback will override this.
It will not override any ICB that the customer being called may have set up on their line.  
Outgoing call barring – If OCB is set up after 5 is pressed, ring back will override the OCB to allow the customer to complete the call.  If the customer being called has OCB this does not affect the ringback process.
 
Three Way Calling
The service allows end users to speak to two other people at the same time even if one of them is abroad. The customer can include or exclude either party at any time during the call.
 
Instructions for customer use:

• Dial the first number then press the recall button on your telephone keypad. Wait for the dialling tone.
• Dial the second number. When the call is answered, press recall.
• Wait for the dialling tone, then press 3.
• To talk to each caller separately, press 2 instead of 3 when the second call is answered.
• To switch between callers: press recall, wait for the dialling tone, and then press 2.
• To end the call entirely, just hang up.
• To end the first call only: press recall, wait for the dialling tone, and then press 5.
• To end the second call only: press recall, wait for the dialling tone, and then press 7.
   

Points to note:

• It doesn’t matter who makes the first call, but the three-way calling end user is required to make the second call. When the three way calling end user hangs up the other parties cannot continue talking to one another.
• Call waiting does not function when a three way call is in operation.
• Customer must have a touch tone phone with a recall button to use three way calling.
   

Caller Display
Allows the customer to see what number is calling, providing this number belongs to BT.  This will not display if the number is International or some mobile networks.

Choose to Refuse
This service allows the customer to bar the telephone number of the last answered, incoming call. 
 
Instructions for use: 
If the last number that called is to be barred, the end user should dial 14258.  Choose to Refuse will then ask them to press the star button twice to confirm.  The barred number will then be unable to call.
 
Other numbers can be barred by dialling 14258 followed by the PIN.  Choose to Refuse will offer the facility to:

• Add a number to your list
• Review your barred number list
• Change your PIN
   

Points to note:

• Up to 10 numbers can be stored at once.  If an eleventh number is added this will delete the oldest number saved.
• An announcement will advise the customer when they have reached the 10 number limit.
• When adding a telephone number to bar, the customer must enter the full number included dialling code and # at the end of the number.
• The default PIN is 1234 – customer should be advised to change this the first time they use the service.  Obvious PINs will not be accepted, ie 5678 or 2222 or obvious keypad patterns such as 2580.
• If the customer forgets the pin, they will need to contact customer services to get this reset. Without the PIN they will be able to use 14258 ** to bar the last incoming number but will not be able to manually add or change barred numbers.
• When a number which is barred attempts to call the customer they will hear an announcement which says ‘the person you are calling is not accepting calls from you’.  They will not be charged for the call.
• Choose to Refuse will take priority over call diversion, call waiting, caller display and call return. 
• Call minder, incoming call barring and anonymous call reject will take priority over choose to refuse.
• Most international calls cannot be barred using choose to refuse as the whole CLI is not forwarded.  If the caller has withheld their number, choose to refuse will still work providing the CLI is available to the network.
• An auto delete facility clears data stores which have not been accessed for a set period of time. This will run at weekly intervals and delete any list which has not been accessed during a 31 day period. I.e. if an incoming call has not been barred by the service or the end user has not accessed via 14258. Customers should be advised if the service is not accessed their list and PIN will be deleted.

Anonymous Call Reject

This is a service which will block calls from BT numbers, coming from people who withhold their numbers.  This will not prevent calls from international number, mobile calls and some sales calls.  This will include organisations who do not wish to divulge the number they are calling from, including public services, i.e. hospitals, councils, police, fire brigade, doctors etc. 

For all features listed above will have manually been provisioned if they have transferred over during the registration process.  If the customer is adding these for the first time to their line then we will need to manually provision for them on HubQV, see processes for this.
 
Withhold Number All Calls

This feature will withhold your telephone number when you are making an outbound call, so the person you are calling cannot identify your number; if a customer wishes to add this feature then this is done through “Change Order” process. Once activated, if the customer attempts to call another person who has Anonymous Caller Reject, then the call will not be connected, the customer calling will then need to re-dial with their number displayed (see below on how to do this).

Use 1470 to show your number.

If you have Permanent Number Withhold on your line, but want to show your phone number (for instance if you are phoning someone who has Anonymous Call Reject) then dial 1470 before you dial the main number of the person you are calling, this will display your number and connect the call.

Using the Direct Debit Bank Service simplifies our service, so we can offer you great deals like unlimited evening and weekend local and national calls (numbers starting with 01, 02 or 03) on Talk 2 or unlimited local and national calls (numbers starting with 01, 02 or 03) on Talk 3.Why not let us take bank details from another member of your household if you'd like to apply together? We're also looking at offering alternatives like Credit Card Direct Debit in the future.

Unfortunately we can't offer this service unless you have a BT line as BT legally has to give access. This doesn't apply to cable companies, so we can't offer Tesco home phone for numbers that are part of the cable number range. Also we can't offer the service for numbers 'ported' from a cable operator.

Yes, we can give you 2 lines at any one address, because this is a residential service and not designed for small businesses. However you can apply for a third line on a separate application and we'll do what we can. We'll bill you for subscription charges on each line if you choose Talk 2 or 3.

Yes you can send faxes as well as making voice calls. We recommend you select Talk 1 so you don't incur subscription charges, unless you use the fax a lot in the evenings.

Anyone aged 18 or over who's been a UK resident for 3 years, with a UK bank account, can apply. However you must let the BT account holder know that you're switching the phone service.

No – the service is only available on BT lines in the UK. However, if you have a recent address (within the past 3 years) and a UK bank account you can apply for the service on a UK landline.

We'd love to be able to switch you over the very next day, but it takes a while for us to confirm your bank details and to cancel your existing service with BT.

Your contract with us says that you have to pay your bill in full every month. However if you can't pay call us and we'll discuss your options.

Unfortunately there are a few areas in the UK where BT has a 'postcode anomaly' or they're served by a non- digital exchange. So we can't supply Tesco home phone in these areas (e.g. Hull/ Kingston), or other numbers previously 'ported' from any cable companies.

You can cancel at any time without charge until you are switched to Tesco home phone. You can cancel your application by calling Customer Services on 0844 556 3550 (8am - 10pm Monday to Sunday).

Because Direct Debit makes things really simple and means we can offer you great rates and features - like unlimited directory enquiries calls from home phone lines and unlimited calls to other Tesco home phone customers.

Sorry, but monthly Direct Debit is currently the only option available.

No, at the moment you'll have to pay by Direct Debit. Paying by Direct Debit keeps it really simple and means your bills are paid automatically so you don't have worry about forgetting to pay them.

They're numbers starting with 09 and are usually competition or chat lines, mobile phone ring tones, technical support helpdesks, etc and premium service providers normally charge them at a higher rate.

We calculate the costs for each part of the call separately - and add them together.

For chargeable calls there will be a connection charge. This is common practice amongst other network providers. Please see tariff tables for full details.

Daytime is 6am to 6pm Monday to Friday. Evening is 6pm to 6am Monday to Friday. Weekend is midnight Friday to midnight Sunday.

They're the same as BT, any number starting with 01, 02 or 03.They don't include premium rate numbers, calls to mobiles, non-geographic numbers, e.g. 0845 or 0870 numbers, personal number (070), or calls overseas.

If you transfer your line rental to Tesco you will pay a monthly charge of £13.75 for online billing, otherwise £14.75, but the charge will appear on your monthly bill from Tesco. If you have any premium line features such as call diversion or caller display, these will also appear on your Tesco bill. You will no longer get any bills from BT. If you keep your line rental with BT, they will continue to bill you for your line rental and line features.

You will be billed for your line rental, line features and subscription charge (if you are on Talk 2 or Talk 3) in advance, but your call charges will be billed in arrears.

Your contract with us says that you have to pay your bill in full every month. However if you can't pay call us and we'll discuss your options. But remember that every time your Direct Debit fails we may charge you £5 administration fee, plus you could incur bank or building society charges.

It can take up to 3 weeks for Clubcard Points you've collected to register on your Clubcard account. This could mean that they are too late to be included in a Quarterly Clubcard Statement. So please bear this in mind, but if you believe that you have not been allocated your Home phone related points please call Customer Services on 0844 556 3550 (8am - 10pm Monday to Sunday).

Because you'll only collect points on the calls you made and your monthly charge. So if you were charged extra - For example an engineer call-out - you can't earn points on those charges.

Please double check that someone else in your household didn't make the call. Our billing records are generated automatically from your local telephone exchange. So if all the other calls on the bill are correct then it must have been made from your home phone.

If the bill shows you've made a call to a particular geographic location, this means the whole area, not necessarily the place itself. So you could have called the surrounding area, or a call centre which may not be in the UK.

We usually only show calls that cost more than 40p. However, you can get a breakdown of your calls online if you give Customer Services a call on 0844 556 3550 (8am - 10pm Monday to Sunday). We'll then set up online access to give you a more detailed idea of your call costs. By not providing itemised bills we keep costs down, unlike BT - who charge you extra.

If you have a question about any premium rate calls you've seen on your bill you can find out more from www.icstis.org.uk.

If you've transferred your line rental to Tesco your monthly bill will show the line rental amount separately to your call charges. If you have any premium line features such as call diversion or caller display, these will also appear on your Tesco bill as a separate amount. Your call charges are also shown as a separate amount. This makes it easier for you to keep track of how much you spend on calls. Please also note that you will be billed for your line rental, line features and subscription charge (if you are on Talk 2 or Talk 3) in advance, but your call charges will be billed in arrears.

We want to give you great service, but if you’re unhappy with any aspect of Tesco home phone then please contact us.

1. You can speak to one of our team by calling Customer Services on 0844 556 3550 (8am - 10pm Monday to Sunday).
2. If you are still not happy, please ask to speak to a manager.
3. Or, you can write and tell us about it at Customer Services, Tesco Home Phone, PO Box 1142, Warrington, WA55 1EU. Or, email us at support@tescohomephone.com.
4. If you’re still unhappy and don’t believe we’ve dealt with your complaint satisfactorily, you can refer to Ofcom, the regulator for the telecoms industry. Please make sure, before making contact, that you have details of why you are still unhappy with the answer we’ve given you. You can reach Ofcom at: Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 0845 456 3000. Fax: 020 7981 3333. www.ofcom.org.uk.

We are a member of the Ombudsman Scheme.