By post: Tesco Broadband, PO Box 1142, Warrington, WA55 1EU
By phone: 0844 556 3550 (8am - 9pm Monday to Saturday, and 10am - 6pm Sunday).Calls maybe recorded.
By fax: 0845 051 8420
By email: support@tescobroadband.com

My Account & Billing

When will I receive my bill and when will my payment be due?

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’.

My first bill is higher than I expected, why is this?

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.

I think my bill is incorrect – what should I do?

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.

I need a Braille or Large Print Format bill – do you supply these?

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 resonable 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

What happens to my bill when I change my package?

When you upgrade (or downgrade) your Tesco Broadband, the new service (and price) will take effect within 48 hours of you requesting the change. However, it is very likely that we will already be in the process of preparing your next bill and therefore your change of package will not be reflected on that bill. The cost adjustment will be carried forward to the bill after that, where it will be shown as an ‘Adjustment for package upgrade/downgrade’ (as a credit or debit) to ensure you have paid the right amount for the month when you changed your package.

Can I pay my account on-line?

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.

How do I change my personal or payment details?

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

I am moving home how do I move my service?

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

How do I change my billing options (online or paper)?

If you require a paper bill it is an extra cost of £1.25 per month. If you wish to take this option then call one of our Customer Care team on 0844 556 3550

How do I cancel my Tesco Broadband service?

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’, If you cancel after the Cooling-off Period but during your minimum term contract, the following early termination charges will apply: Tesco Broadband with inclusive evening and weekend calls £8 per month remaining, Tesco Broadband with inclusive anytime calls £12 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

Switching to Tesco Broadband and My Order

Can I switch from any service provider?

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 call our Customer Care team on 0800 056 6050 and we will be able to check your phone number and let you know if you can receive Tesco Broadband.

How long does it take and what is the process to get started once I have placed my order with Tesco Broadband?

The whole process will take around 2 weeks 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!

What are the minimum system requirements to use Tesco Broadband?

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

Setting up Tesco Broadband

Where can I find the manual for my router?

For a printable pdf of your router instructions click here

How do I get additional micro filters?

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 or one of our phone shops.

Can I set up Tesco Broadband on more than one laptop or desktop computer?

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).

What do the lights on the router mean?

Tesco Broadband router

Can I use my existing router?

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.

How close does my wireless router have to be to my computer?

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.

What can I do to get the best possible speed?

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.

What affects my connection speed?

• 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 I set up Tesco Broadband, will I lose my existing email address?

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.

Product information

What call features are part of my package?

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.

How do I use my call features?

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.

How do I add/change call features?

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.

How do I upgrade/downgrade my package?

Currently the options to upgrade are from an evening and weekend call package to an anytime call package or downgrade from anytime call package to an evening and weekend call package. To do either of these call one of our Customer Care team on 0844 556 3550.

What is included as part of my Tesco Broadband package?

To find out more about your chosen package click here.

Call tariff tables

To access full call tariff tables click here.

Need some help?

Tesco Internet Access

If you are a Tesco internet access customer you can log into your account below.

My Account

Tesco Broadband FAQs

Contact us

My Account & Billing

Switching to Tesco Broadband and My Order

Setting up Tesco Broadband

Product information

Need some help?

Tesco Internet Access

Home

Mobiles & SIMs

Broadband & Home Phone

Tesco Mobile

Great Deals

Existing Customers