TESCO Phone Shop
Help
Frequently Asked Questions – Our service
To see more FAQs go back to the help home page.
What should I do if there's a fault on my 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 0845 300 70 80 (8am - 8pm Monday to Saturday, 10am - 4pm Sunday and Bank Holidays). 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 0845 300 70 80 (8am - 8pm Monday to Saturday, 10am - 4pm Sunday and Bank Holidays. To report the fault and we'll do our best to sort it out.
How can I leave Tesco home phone?
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.
What do I do if I have a complaint about Tesco home phone?
Please call Customer Services on 0845 300 70 80 (8am - 8pm Monday to Saturday, 10am - 4pm Sunday and Bank Holidays). Write to Tesco home phone, PO Box 5879, Forres, IV36 2YF. 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.
Premium rate internet deception
Prevent your dial up connection being diverted to premium rate numbers without your knowledge.
What's the problem?
There is an industry wide issue regarding premium rate internet dial-up numbers that have resulted in customers receiving unexpectedly high phone bills. There are two types of discrepancies being reported:
- Customers whose internet dial-up connections have been switched to premium rate or international numbers without their knowledge or consent.
- Customers who have visited premium sites, but were not warned about the high cost before entering such sites.
Who is at risk?
Computers with a dial-up internet connection are at risk because your connection to the internet can be changed without your knowledge and it is difficult to detect. This may occur when you are browsing a premium rate content web site. Examples of such web sites include music, films and adult material. When you access one of these sites a message should appear asking you to install software in order to download material from the web site at an explained additional cost. When you install this software, your normal dialler will be temporarily replaced to pay for the content that you have just requested with a new dialler configuration. Broadband users will not be affected by this problem, as long as you have disconnected the internet modem from your phone socket and don't use this modem to make fax or voice calls.
Our Response to Internet Premium Numbers Deception
We are working closely with ICSTIS and OFCOM (Office of Communication - www.ofcom.org.uk) to tackle this problem. When we identify premium rate numbers that are deceiving customers we will take all possible steps to ensure that our customers are unable to connect to these numbers again.
What should you do?
Here are five key steps to protect yourself:
- Use the correct browser settings. It's very important to ensure that the browser on your computer is left at the default security setting. By doing this, you'll receive adequate warnings when something is attempting to install dialler software without your knowledge or consent.
- Keep up to date. Make sure that your operating system is regularly patched with the latest upgrades from your software's manufacturer. To check that your PC settings are up to date, contact your operating system's manufacturer or your PC supplier. For Microsoft Window users please visit http://windowsupdate.microsoft.com to ensure your PC settings are up to date.
- Get protection. Every PC connected to the internet should have some form of anti virus software and Firewall protection, which should be updated on a daily basis. Some of these anti-virus packages will even detect rogue diallers. To find out about your software's capabilities, contact your PC supplier.
- Consider call barring these numbers. Tesco home phone can help by putting a bar on all premium rate and/or international numbers on your phone line. This service is FREE of charge with your Tesco home phone service. However, adding these call bars will prevent you from calling genuine premium rate and international numbers so you will need to consider whether this option is suitable for you. All you need to do is email us at support@tescohomephone.com. We'll endeavour to set this up within five working days. However, if we experience a very high volume of requests, this may take a day or two longer. We will email you to confirm when the bar on premium rate calls has been applied.
- Report the premium rate numbers. In your e-mail, tell us the numbers you are concerned about. We will then make endeavours to remove this number from our service.
Reporting the problem and seeking compensation
- If you've received a Tesco home phone bill and are concerned about premium rate/international numbers or charges, you should visit the ICSTIS web site at www.icstis.org.uk where you can check the most commonly queried premium rate numbers.
- The ICSTIS web site contains a list of frequently dialled premium rate numbers and a note of all the internet dial up numbers that are currently being investigated. The web site is regularly updated and contains information, which will help explain how the complaints process is handled by ICSTIS. Unfortunately, due to the very large volume of enquiries on internet diallers, the completion of complaint cases by ICSTIS is taking a little longer than they would like. Once the investigation is completed by ICSTIS, you may be directed to seek compensation from the company that provided the premium rate service through the Internet dialler.
- Should the number you are querying not currently be under investigation you can phone ICSTIS on 0800 500 212 to make a complaint. This number operates between 9am to 4pm Monday to Friday. It is often very busy so it may be more convenient for you to use the online facility to make your complaint.
- Should you wish to obtain a refund, you will need to write directly to the service provider responsible for the premium rate number. Again, you should use the 'number checking facility' at the ICSTIS web site to see whether the address details are available.
Who is responsible for payment?
Regrettably, even in the event that the 'unknown' premium rate number(s) showing on your bill is the result of a rogue dialler, you'll still be required to pay the bill in full. Should you wish to obtain a refund, you will need to write directly to the service provider responsible for the premium rate number. Again, you should use the 'number checking facility' at the ICSTIS web site to see whether the address details are available.