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Frequently Asked Questions

About getting started

About handsets

Using Tesco Internet Phone IPA1000

About calling plans

About add-ons

About using Tesco Internet Phone

About using 'My Account'

About technical issues

About credit and making payments

About customer care

About getting started

I'm not much good with technology – is Tesco Internet Phone difficult to use?
No, it's easy! It's really just the same as using any other phone only it's cheaper. You simply plug your Tesco Internet Phone into your computer or, in the case of the Tesco Internet Phone Adapter, your router and then make calls over the internet. And because you are using the internet, you don't have to pay any additional line rental. You talk just as if you were using a normal landline phone. And the person at the other end can be on any type of phone.

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What do I need to make calls?
All you need is a Tesco Internet Phone and a computer with access to broadband.

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Can I use any broadband provider?
You should be able to access the Tesco Internet Phone service with any broadband provider, however, there may be some providers and even countries that may stop you using the Tesco Internet Phone.

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How do I sign up for Tesco Internet Phone?
Simply pick up a Tesco Internet Phone pack in store or online at www.tescointernetphone.com. Inside the pack, there are instructions on how to set up your phone. You'll be able to choose a normal UK landline number with a choice of area codes.

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If I want to cancel my Tesco Internet Phone service, how do I do it?
If you want to stop using the Tesco Internet Phone service you should contact the customer care team on 0845 045 0130*.

If you have signed up to one of our call plans or recurring add-ons you will need to do this at least 4 days before your call plan subscription payment is due. Remember, if you have signed up to one of our call plans you have agreed to a 3 month contract (although you do have a 28 day cooling off period in which you can change your mind).

If you are a pay as you go customer, your account will be automatically closed if you do not use the service for more than 90 days.

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I am an existing customer and I want to change my Tesco Internet Phone service, what do I need to do?

  1. Joining a call plan
    Log in to your account via www.tescointernetphone.com.
    Click on "Manage my call plan" under "My service". Select the call plan that you want to sign up to and follow the on screen instructions.
  2. Upgrade a call plan
    Log in to your account via www.tescointernetphone.com.
    Click on "Manage my call plan" under "My service". Select the new call plan that you want to sign up to and follow the on screen instructions. Once you have completed this process, your old call plan will be automatically cancelled.
    Your new call plan will come into effect on your next call plan subscription payment date (provided you have given us at least 4 days' notice).
  3. Downgrade a call plan
    Unfortunately you are not able to downgrade your call plan in the first three months of your contract.
    Log in to your account via www.tescointernetphone.com.
    To downgrade your call plan click on "Manage my call plan" under "My service". Select the new call plan that you want to sign up to and follow the on screen instructions. Once you have completed this process, your old call plan will be automatically cancelled. Your new call plan will come into effect on your next call plan subscription payment date (provided you have given us at least 4 days' notice).
    Remember, if you downgrade to our pay as you go service you will lose your international add-on.
  4. Add or change an add-on
    Log in to your account via www.tescointernetphone.com.
    Click on "Manage my add-on(s)" under "My service". Select the add-on that you want to sign up to or the duration of the add-on and follow the on screen instructions. Your new add-on will come into effect on your next call plan subscription payment date (provided you have given us at least 4 days' notice).
  5. Remove an add-on
    Log in to your account via www.tescointernetphone.com.
    Click on "Manage my add-on(s)" under "My service". Select the add-on that you want to remove follow the on screen instructions. Your add-on will be removed on your next call plan subscription payment date (provided you have given us at least 4 days' notice).

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If I want to change my payment method, what do I need to do?

  1. For call plans and add-ons
    Log in to your account via www.tescointernetphone.com.
    Click on "Manage my payment for call plans and add-ons" under "My service". Under payment method enter the new payment details.
    Please note, if you are making changes to or changing an existing Direct Debit the first payment will be taken from the credit or debit card that you provide during the process of changing these details. You need to do this 4 days before your next billing date.
  2. For automatic payments
    Log in to your account via www.tescointernetphone.com.
    Click on "Manage my automated payments for topping-up" under "My service". Under "Update automated payment method" enter the new payment details.
    You need to do this 4 days before your next billing date.

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How will my broadband download limits be affected?
Tesco Internet Phone will use a small amount of your download limits.

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About handsets and adapters

Can I use any make of handset?
The handset you plug into your computer needs to be a Tesco Internet Phone. However, if you have bought a Tesco Internet Phone Adapter, you can use any landline phone with your adapter.

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Can I get a refund if the product is faulty or I don't want it?
We make sure all our products are high quality. But if your handset or adapter is not as good as you'd expect from Tesco, we'll give you a refund or exchange the item. Simply return it within 28 days of purchase, along with your receipt.
If you change your mind and decide you no longer want the product, we'll exchange it or give you a refund as long as it's returned to us within 28 days in the same condition as when you bought it. So please keep all the original packaging, tags, labels and accessories just in case you want to return it. You'll also need your receipt.
If you bought the product in store, take it to the customer service desk for a refund or an exchange. If you bought the product at Tesco Direct, find out how to return it at http://direct.tesco.com/help/returns.aspx.
Remember, you will need to cancel any calling plans or add-ons separately.

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Using Tesco Internet Phone IPA1000

What happens if my credit runs out in the middle of a call?
When you run out of credit the call will automatically hang up. The next time you attempt to make a call a recorded message will let you know that you are out of credit. So make sure you always have your Tesco Internet Phone account topped-up.

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I've forgotten my password, what should I do?
Go to www.tescointernetphone.com and click on the 'Lost your password?' link, near the login area. After entering your login and submitting the form you will receive your password in an email from the customer care team at Tesco. If this doesn't work ring the Support Team on 0845 045 0130* and they will be more than happy to help.

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How much will it cost to call my internet phone?
Calling from a standard landline or mobile will incur standard charges set by the caller's telephone service. Calls made between Tesco Internet Phones are free.

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After installing the Tesco Internet Phone, I cannot make a call?
In the first instance, restart your Internet Phone Adapter. If that is not successful then call the helpline number.

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How do I retrieve voicemails?
To retrieve voicemail, dial '*123' on your handset when connected to the Internet Phone Adapter. You will not be charged for retrieving voicemails. Please note that the Internet Phone Adapter will not automatically tell you when you have missed a call or have voicemail.

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My router/cable modem has no spare ethernet ports, can I still use the Internet Phone Adapter?
Yes, but you will need to purchase an ethernet hub so that you can connect it to the Internet Phone Adapter.

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Can I still have more than one Tesco Internet Phone account on one computer?
Yes, but the account registered with the Internet Phone Adapter cannot be accessed with the on-screen phone, while all other accounts will need to use the on-screen phone.

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Can I use an Internet Phone Adapter with a Mac?
Yes, the Internet Phone Adapter is independent of your computer's operating system.

  • FREE from your Tesco Internet Phone or just 4p a minute from a BT landline, other providers may vary.

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What do the different lights on the top of the IPA1000 mean?

When the power is first connected to the IPA, the light will blink RED to indicate that the IPA is in the process of starting up. During this time the IPA will not respond.

If the IPA light flashed RED quickly, this indicates that an update or new setup information is being downloaded. This could take from 30 seconds to 5 minutes to complete.

If the IPA light flashes ORANGE this indicates that the IPA cannot connect to the Tesco Internet Phone network. This may happen if your IPA cannot access the Internet or there is a problem with the network.

If the IPA light shows as solid GREEN, this indicates that the IPA is online and able to make calls.

The IPA light flashes GREEN to indicate you have lifted the telephone handset and are in a call, or navigating the IPA voice menu.

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I can't make or receive calls, or my IPA gets stuck flashing either RED or ORANGE
This could mean that your broadband modem, router or firewall device is blocking the IPA’s access to the Tesco Internet Phone network. To resolve this, you will need to open the appropriate ports on your modem, router or firewall. The IPA requires that port 4569 UDP and TCP be open for incoming and outgoing traffic. Please see the user manual for your modem, router or firewall for more information on how to open ports.
If you have connected the IPA in an office or corporate environment, please contact your Network Administrator.

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No lights come on when I plug the IPA in
Ensure that the power is switched on at the socket and that the socket is providing power. Unplug and replug the power adapter for the IPA to ensure the plug is connected firmly. If the IPA still does not start please call the contact centre for further instructions.

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The light on the IPA will not stop flashing red
If the red light is flashing rapidly, the IPA is updating. Do not disconnect the power or reset the IPA. This process may take a few minutes and it will reload itself automatically.

If the light flashes red slowly, unplug and replug the power adapter for the IPA to reload the system.
If there is a dial tone, try a full reset as described in question 12.

Your IPA may not be able to access the Internet. Ensure it is not being blocked by a router or firewall. If your IPA is connected in an office or corporate environment, please see your Network Administrator.

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The light constantly flashes orange
The IPA could not log in to the calling server. Ensure that if you have a firewall running that UDP and TCP port 4569 has been allowed. Please contact your network administrator for more information.

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The light constantly flashes green

  • The phone is currently off the hook. If you are not making a call, replace the phone handset back into the receiver and the light will return to solid green.
  • If using a headset, unplug and replug its connector.

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No incoming calls are received or the IPA1000 does not ring for new calls

  • Ensure that if you have a firewall running that UDP and TCP port 4569 has been allowed for the IPA.
  • Ensure that you have no more than two telephone devices connected to the IPA and that there is no more than 25 metres of cable between the IPA and the telephone devices.

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How do I find out the Internet Protocol ('IP') Address of my IPA?
Pick up the telephone receiver on the phone connected to the IPA, and dial '* * *' to hear the IPA read back the IP address that you have configured.

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How can I access the Administration Pages of my IPA?
Firstly you must obtain the IP address of your IPA as described in question 8. Once you have done this open an internet browser window and type in the IP address given above. The format will be http://x.x.x.x (e.g. http://192.168.0.4). You will then be prompted to type in a user name and password. The default values are 'admin' (lower case, do not include quotations) for both fields. If you have already provisioned your IPA, the password will be the same as your Tesco Internet Phone password, while the login remains 'admin'.

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My IPA did not get assigned an IP Address, or I do not have DHCP on my network. What do I do?
If the IP is 0.0.0.0, your IPA does not have a valid IP address. In this case you need to:

  • Hang up the handset, unplug and reconnect your IPA power pack.
  • Wait two minutes, and check the IP again by following the instructions in question 8.
  • If you still get 0.0.0.0, there can be three reasons for this:
    • Your DHCP Server is not assigning an IP address to the IPA (in which case you should contact your network administrator or ISP for assistance). 
    • Your network does not have a DHCP server or you have purchased a Static IP Address for the IPA from your ISP. In this case, please proceed to Assigning a Manual IP Address below (question 3), otherwise skip this step.
    • You have connected the IPA with a straight-through Ethernet cable, when you need a cross-over Ethernet cable. This could be the case if you have connected the IPA to a network card in your PC, as opposed to a router, switch or hub. If this is the case, please reconnect the IPA to a router, switch or hub and unplug and reconnect your IPA power pack.

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How can I assign a manual IP Address to the IPA?
Customers using Static IP on their home network may wish to configure the IPA with a static IP.
If you have obtained a static IP from your Internet Service Provider (ISP) and wish to configure your adapter with your static IP settings, please follow the instructions below:

  • You will first have to obtain the following information:
    • IP Address
    • Default Gateway
    • Subnet Mask
    If you are using a router, please contact your router manufacturer for instructions for retrieving this information from the router directly (this will typically be from the router’s own administration pages). If you are not using a router, please obtain the above information from your ISP.
  • Pick up the telephone receiver of the phone connected to the IPA, and dial '* * *'. You will hear a voice prompt saying 'Network Configuration Menu: Current Settings: DCHP Enabled', and the current settings will be read out.
  • There are two ways to manually assign the IP address from this point. The first is to use the IPA Admin system and the second is to use the handset. These are both described below.

Method 1 – IPA Administration system
To use the first method (IPA Admin system) please complete the following steps. Note that this is the preferred method of updating the information on your IPA.

  1. Access the Administration system as described in question 9.
  2. Select the 'Network' tab.
  3. Click the radio button labelled 'Use the following IP configuration'.
  4. Enter the IP address obtained directly from the router or your ISP as per the instructions at the beginning of this section in the 'IP Address' field.
  5. Enter the subnet mask address obtained as per the instructions at the beginning of this question from your router/ISP in the 'Subnet mask' field. As an example, this will be in a similar format to '255.255.255.0'.
  6. Enter the default gateway address obtained as per the instructions at the beginning of this question from your router/ISP in the 'Default gateway' field. As an example, this will typically be the IP address of your router itself, such as '192.168.0.1'.
  7. Click the 'Save Changes' button.
  8. You will now need to reload the IPA by clicking on the 'Reload Now' link that will appear at the top of the screen.
  9. The IPA device will then apply your changes and you have now completed the static IP configuration.

To verify the configuration was correct, please pick up the telephone receiver on the phone connected to the IPA, and dial '* * *' to hear the IPA read back the IP address that you have configured. If the IP read out is not the same as what you have entered in, please repeat steps (a) through (i) above once again to ensure the settings are correct.

Method 2 – Configuration via Handset
To use the second method (configuration via handset) please complete the following steps. Note that this is the secondary method of updating the information on your IPA.

  1. Pick up the telephone receiver of the phone connected to the IPA, and dial '* * * '. You will hear a voice prompt saying 'Network Configuration Menu: Current Settings: DCHP Enabled.', and the current settings will be read out.
  2. Once completed, press '2' on your handset to change settings.
  3. Press '1' to disable DHCP. Disconnect then reconnect the IPA power cord to load the new settings.
  4. Pick up the telephone receiver of the phone connected to the IPA, and dial '* * *' on your handset. You will hear a voice prompt saying 'Network Configuration Menu: Current Settings: DCHP Disabled', and the current settings will be read out.
  5. Once completed, press '2' on your handset to change settings.
  6. Press '2' again to edit the IP Address settings.
  7. Enter your IP Address followed by # (i.e. 1 2 3 * 4 5 * 6 7 * 8 9 # to represent the IP 123.45.67.89).
  8. Enter your Default Gateway (i.e. 1 2 3 * 4 5 * 6 7 * 8 9 # to represent the Gateway 123.45.67.89).
  9. Enter your Subnet Mask (i.e. 2 5 5 * 2 5 5 * 2 5 5 * 0 # to represent Subnet Mask 255.255.255.0).
  10. You will now need to unplug then reconnect the IPA power cord to reset the device.
  11. You have now completed the static IP configuration.

To verify the configuration was correct, please pick up the telephone receiver on the phone connected to the IPA, and dial '* * *' to hear the IPA read back the IP address that you have configured. If the IP read out is not the same as what you have entered in, please repeat steps (a) through (k) once again to ensure the settings are correct.

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How can I reset the IPA?
If your IPA stops working, you may be able to resolve the problem by performing a 'Factory Reset'. This will cause the IPA to reconfigure itself for the Tesco Internet Phone service.
To perform a 'Factory Reset':

  • Pick up the telephone receiver of the phone connected to the IPA, and dial '* * 3'. You will hear a voice prompt asking you to confirm the Factory Reset.
  • Press 1 to confirm.
  • Hang up your phone.
  • Re-configure the IPA by selecting the "Register my Internet Phone Adapter to my account" from the My account page and follow the on screen instructions.

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The volume on my telephone handset is too loud or soft. How can I change it?
First, try adjusting the volume directly from your telephone handset. Most phones will have a volume slider, or volume option within the phone menu.
If your phone does not have a volume adjustment, or you still need to raise/lower the volume, please follow the below steps.

  • Open your IPA administration page as described in question 9.
  • Click on the 'General' tab
  • You will find two drop-down boxes under a heading 'Volume Control'.
  • Use the drop-down boxes to change the volume for the Speaker and Microphone to a higher or lower value as you require.
  • Click on the Save Changes button to continue.
  • You will now need to reload the IPA by clicking on the 'Reload Now' link that will appear at the top of the screen.
  • After a few seconds your IPA will restart. When the indicator light turns green, you'll be able to start using it again.

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I'm getting poor quality audio, or the audio keeps dropping in and out. What can I do?
The IPA administration pages contain a setting that allows you to adjust the audio quality based on the type of Internet connection you have. If you have a very fast Internet connection (512kbps download/128kbps upload or greater) you can try and increase the 'Connection Type' setting. On a fast, high quality Internet connection this can provide better audio.
If you have a slower or low-quality Internet connection, you may need to lower the 'Connection type' setting in the IPA. Having the incorrect 'Connection Type' selected will cause poor audio quality.
To change the 'Connection Type' setting:

  • Open your IPA administration page as described in question 9.
  • Click on the 'Network Settings' tab
  • You will find two drop-down boxes under a heading 'Connection Speed' at the bottom of the page.
  • Use the drop-down boxes to change the 'Connection type' setting. If you have a slow connection, lower the setting. If you have a very fast connection, raise it (If you have audio quality problems, always try the lowest setting first).
  • Click on the 'Save Changes' button to continue.
  • You will now need to reload the IPA by clicking on the 'Reload Now' link that will appear at the top of the screen.
  • After a few seconds your IPA will restart. When the indicator light turns green, you'll be able to start using it again.

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The IPA1000 is assigned an IP address of 0.0.0.0
If the IPA is connected directly to your computer, ensure that you are using an Ethernet Crossover cable. You may need to manually assign an IP address. Refer to question 11 for instructions on how to do this. If you are on a network with a DHCP server, you may need to allow the MAC address. This can be found on the underside of your IPA. Please contact your network administrator for more information.

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There is a noticeable echo during phone calls
Ensure that the other party is not using a microphone near a speaker which could cause echo.

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Phone calls are very quiet, or my voice is very quiet for the other party
Adjust the volume levels in the web administration page as described in question 13.

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Nothing happens after a number is dialled

  • It may take up to four seconds after a number is dialled to establish a connection to the calling server.
  • The network may have lost connectivity. Ensure that the network is functioning normally.
  • There may be a network problem with your Internet phone call provider. Please contact your provider for more information about a possible outage.

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There is a noticeable stutter during phone calls, or the device hangs up during a phone call

  • Ensure the network speed is correctly set in the web administration interface.
  • There may be a high level of network traffic being used. For example, downloading large files or streaming media could adversely affect call quality.
  • Try lowering the IPA's 'Connection Type' setting from the administration page.

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Nothing happens when I press buttons on my telephone's keypad

  • Ensure that the phone is set to Tone dialling. Consult your phone's manual for how to use Tone dialling.
  • If the phone requires power, for example if it is a cordless phone, ensure that it is correctly plugged in.

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What can I do with the IPA voice menu from my handset?

IPA Voice menu options

IPA Voice menu options

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About calling plans

What are the different calling plans and how much do they cost?
There are 4 call plans and you can find all the details online at www.tescointernetphone.com

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How long do I need to sign up for?

  1. Call Plans
    If you sign up for Off-peak UK, Anytime UK or Anytime World, you need to agree to minimum 3 month contract, although you do have a 28 day cooling off period if you change your mind. During this time, you can upgrade your package, but not downgrade it.
  2. Add-ons
    Add-ons last for one month.

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What happens if the price of the call plan changes?
You'll pay the same amount in the first 3 months, whether the price of the call plan goes up or down.

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What does 'unlimited calls' mean?
'Unlimited calls' means you can make as many calls as you like as long as it's a reasonable amount. After all, Tesco Internet Phone is for personal use not businesses, so it's unlikely you'll be on the phone all day. It's what we call our 'fair use' policy.

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I've heard about a 'Fair Use' policy. What is this?
Our 'Fair Use' policy is in place to protect the Tesco Internet Phone service from abuse that may impact the service we provide for the rest of our customers.

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What happens if I make more calls than the 'Fair Use' policy allows?
It's unlikely that this would happen because Tesco Internet Phone is for personal use, not businesses that make calls all day. But if it does happen, you will not be able to make any more paid calls until you have contacted us. We do this to protect you from the possibility of fraud. Call our customer care team free from your Tesco Internet Phone on 0845 045 0130*. One of our friendly advisers will set up your phone to make calls again. You will then need to pay for all calls at the standard rate, even if they were included in your call plan before.

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Is Tesco Internet Phone compatible with any other internet phone service?
Yes. If you join Tesco Internet Phone you can call people on the Voicedot Network for free.

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Why are my inclusive minutes limited to 70 minutes?
This time limit is in place to protect the Tesco Internet Phone service from abuse that may impact the service we provide for the rest of our customers.

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What happens if I run out of credit in the middle of a call?
If the number you have called is not listed in your call plan, you'll be cut off immediately your credit runs out. So remember to always keep your credit topped-up.

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I want to call a friend who has a Tesco Internet Phone, too. How much will it cost?
Calls to other Tesco Internet Phone numbers are free, and there's no time limit. So you can chat for as long as you like without it costing a penny.

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About add-ons

What is an 'add-on'?
Add-ons help you get even better value for money from Tesco Internet Phone. There are 2 types of add-ons available. There are mobile add-ons that give you 25% off all calls to UK mobiles; and international add-ons that let you buy up to 5 hours of call time to selected destinations at a lower rate.

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I have a Pay as you go call plan. Can I buy add-ons?
You can buy mobile and international add-ons as a Pay as you go customer.

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About using Tesco Internet Phone

Do I get voicemail with my Tesco Internet Phone?
Yes and it's free. You'll never miss a call because voicemail will take a message if you are on another call, if you are not online, or if you do not answer within a set number of rings. If you are already set-up with Tesco Internet Phone just launch your on screen phone and select 'Menu', 'Options' and 'Calls and voicemail' to change how this is set-up.

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Can I record a personal message for my voicemail?
Yes, it's easy to do. Dial *123 or select voicemail on the handset shown on your screen phone and press the green call button. Once you hear the recorded message, press 0, press 1 and then follow the instructions.

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How do I know if I have a new message on my voicemail?
A text message will pop up on your screen to tell you there is a new voicemail message for you. If you are not online, the text message will appear next time you start your Tesco Internet Phone. If you have a Tesco Internet Phone Adapter you will have to dial *123 to check your voicemail.

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How do I playback any messages on my voicemail?
Simply dial *123. Or select voicemail on the handset shown on your screen, press the green call button, and then follow the instructions to access your messages.

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Can I check my voicemail from another phone?
You cannot do this at the moment, but we are always updating our service.

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Can I call 0845 numbers and any other premium rate numbers?
Yes, you can. Please visit www.tescointernetphone.com for details of our call charges.

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Can I put a stop on calls to premium rate numbers?
No, not currently, but you may be able to in the future.

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Can I redirect calls to my mobile phone or another number?
Yes, you can. Log in to your account and select 'Update my personal details'. In the status section you can select to redirect your calls to another number. Enter the details of the number you want to forward calls to and click 'Update'. You will be charged for the cost of the calls forwarded to another number. The call rates will vary depending on the number you redirect to. See our call rates for details.

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Can I use my Tesco Internet Phone to call an emergency number?
Yes, you can if you are in the UK. You'll need to have confirmed your UK address during the registration process. If you haven't registered your address you'll need confirm it in the 'My details' section of 'My account' to make this service active. To do this, go to 'My Account' at www.tescointernetphone.com. You'll only need to do this once.

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Can I call emergency services if I live abroad?
No. To use your Tesco Internet Phone to call an emergency number, you must be living in the UK.

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About using 'My Account'

How do I confirm my address?
To make emergency calls, you will need to confirm your address in the UK. To do this, go to www.tescointernetphone.com and log in to your account. In the 'My account' section select 'My details', click on 'Update my personal details' and then fill in your address details.

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How do I update my address and payment details?
You can update all your address and payment details within the 'My account' section of the www.tescointernetphone.com site.

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I can't log into My Account. What should I do?
There are several reasons why you may not be able to log in to your account:

  1. If you have forgotten your password go to www.tescointernetphone.com, click 'Lost your password?' and follow the on screen instructions to be emailed your password. Remember that when you type in your password that it is case sensitive.
  2. If you have forgotten your Tesco Internet Phone number go to www.tescointernetphone.com, click 'Lost internet phone number?' and follow the on screen instructions to be emailed your Tesco Internet Phone number.
  3. You haven't clicked the link to validate your account in your welcome email from Tesco Internet Phone. Simply go back to your email program and click on the link in the email to enable your account.
  4. Your account may have been closed if you have not used it for a period of more than 90 days. We will notify you by email if your account hasn't been used for a long time before closing it.
  5. If you still can't log in to you account please call our customer care team on 0845 045 0130 (9am - 9pm, 7 days a week)*.

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How do I add new numbers to my telephone book?
Select 'Menu' on your on screen phone, select 'New Contact' and then follow the on screen instructions.

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About technical issues

Can I use Tesco Internet Phone with my Apple Mac?
Yes, you will need a Tesco Internet Phone Adapter, known as an IPA1000, which plugs straight into a free Ethernet port on your router or modem. The handsets and headsets cannot be used with a Mac computer.

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Does Tesco Internet Phone work with Windows Vista?
Yes, it does - but not if you have either of the handsets F128 or E212. If you have one of these devices you will need to upgrade to one of our other great handsets, use a headset or purchase a Tesco IPA1000 adaptor which lets you use the Tesco Internet Phone service from a regular phone handset without your PC.

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What do I need to do if I have a firewall?
If you have a firewall, you may need to make some small changes before you can use your Tesco Internet Phone. In order for your phone to work, port 4569 UDP and TCP need to be open. How you do this will depend on the type of firewall you have. If when installing or using Tesco Internet Phone you get an on-screen message from your Firewall you should choose to 'Unblock' or 'Allow' the TescoIP.exe program.

  1. Software (eg. the firewall in Symantec Internet Security)
    With software firewalls, you will need to allow the Tesco Internet Phone access through your firewall.
    For example, if you have Symantec Internet Security, follow the steps below:

    1. Open Symantec Internet Security
    2. Click 'Options'
    3. Select 'Personal Firewall'
    4. Click 'Configure'
    5. Click 'Programs'
    6. Find and select Tesco Internet Phone from the list of programs
    7. Click on internet access and click 'Permit all'
    8. Click 'OK' at the bottom of the screen
    9. Restart Tesco Internet Phone
  2. Hardware (eg. a Netgear DG834g router)
    Most routers have a Firewall feature. If you have a hardware firewall, you need to open port 4569 for TCP and UDP in the routers 'port forwarding' menu. For further details, check your user manual or the manufacturers' website. You can find a list of 'port forwarding' instructions for most Routers here.
    (NOTE: This is a 3rd party site with no affiliation to Tesco Internet Phone and we cannot guarantee the accuracy of this information).

If you have any problems, you can contact our customer care team on 0845 045 0130.*

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Does Tesco Internet Phone have an effect on downloading files?
Tesco Internet Phone only uses a small amount of your broadband's ability. But if you are downloading big files, your Tesco Internet Phone service may be affected.

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The sound for all my computer applications is coming out of the phone – help!
It may be that your computer's 'sound settings' are set to use your handset instead of your speakers. Simply change the settings to go back to normal.
If you are running Windows, all you need to do is:

  1. Select the 'Control Panel' from 'Settings' (via the 'Start Menu').
  2. Click 'Sounds, Speech and Audio Devices'.
  3. Click 'Sounds and Audio Devices'.
  4. Click the 'Audio' tab.
  5. Make sure that 'Sound Playback' and 'Sound Recording' do not have 'USB Audio Device' as the 'Default Device'.

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When a call comes in, my phone doesn't ring. What should I do?
One of your settings may not be right. To solve the problem, try running the audio wizard.

  1. Launch the Tesco Internet Phone softphone.
  2. Click 'Menu' > 'Options' > 'Audio Devices'.
  3. Make sure the 'microphone' and 'speaker' settings are set to 'USB Audio Device'.
  4. To get a ring tone from your phone, tick 'USB Audio Device' in the 'Ringing' section.
    Configuration options
  5. To get a ring tone from both your phone and the computer, tick both boxes in the 'Ringing' section.

If this has not solved the problem, start the audio wizard by clicking the 'Start Audio Wizard' button. Click 'Next' and follow the steps.
If you have an Internet phone adaptor, certain older handsets will not ring when a call comes through.

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I can't hear the person at the other end of the phone. What's wrong?
Make sure the volume is not set too low by checking the volume slide (volume symbol sign) on the left-hand side of the softphone (left = quieter, right = louder). Then check your computer does not have volume set to 'mute' by following these steps:

  1. Select the 'Control Panel' from 'Settings' (via the 'Start Menu').
  2. Click 'Sounds, Speech and Audio Devices'.
  3. Click 'Change the speaker settings'.
  4. In the 'Device Volume' box, make sure that the 'Mute' option is not ticked and the 'Volume' slider control is not set too low.

This could also be caused because you need to allow Tesco Internet Phone access through your software firewall or router.

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I was cut off in the middle of a call. Why did this happen?
If you are a pay as you go customer you may have used up all the credit in your Tesco Internet Phone account. So this does not happen again, it is a good idea to sign up for automatic top-up, which means your account will be automatically topped up when it reaches a certain level.

If you have credit in your account but you were cut off, try re-dialling the number.

If you have an Internet Phone Adapter and you are still having problems, unplug the device from the power supply, wait 30 seconds and then reconnect the power. The light will flash red, amber, and then go continually green. Once the light is continually green, you can start using your phone again.

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Can I make video calls using Tesco Internet Phone?
You cannot do this at the moment, but we are always updating our service.

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Can I have more than one account on my handset or Internet Phone Adapter (IPA)?
If you are using one of our headsets or handsets, you can have as many accounts as you like - although only one can be logged into one PC at one time. With the IPA, you can have only one account associated with each IPA. If you have spare Ethernet ports on your router/cable modem you can have more than one IPA, but each will need a separate Tesco Internet Phone account.

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Can I change between accounts using the same computer?
Yes, you can - you just need to 'logout' from one account and log in with the new account details. To do this, select 'Log out' from the 'Menu' button on the softphone. Then enter the Tesco Internet Phone number you want to use - and its password - where you are asked.

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Can I send and receive SMS messages using the Tesco Internet Phone?
No, but you can send Instant Messages to other Tesco Internet Phone numbers. To do this, right-click on the contact details and select 'Send Message'.

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A message has appeared asking me to install Java. What is this about?
You need to install Java on your computer so you can use the Tesco Internet Phone website. It's free to install, and easy to do.
To switch on Java in Microsoft Internet Explorer:

  1. Open Internet Explorer.
  2. Select the 'Tools' menu option.
  3. Select the 'Internet Options' item.
  4. Click the 'Advanced' tab.
  5. Under the sub-heading 'Java (Sun)', tick the box that states 'Use JRE...'

To switch on Java in Mozilla Firefox:

  1. Open Firefox.
  2. Select the 'Tools' menu option.
  3. Select the 'Options' item.
  4. Click the 'Content' tab.
  5. Tick the box labelled 'Enable Java'.

For more information on Java, go to http://www.java.com/en/download/index.jsp

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About credit and making payments

I want to pay by direct debit, so why do you need my credit/debit card number?
It takes a couple of weeks to arrange a direct debit with your bank. So you can get calling straight away, we take your first payment from your credit/debit card.

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How can I top up my account?

Topping up your account is easy – just choose the way that's most convenient for you.  You can go online anytime and use your credit or debit card or an e-voucher to top up your account.  E-vouchers can be bought from your local Tesco store at the till.

 

Log-in to your online account at  http://www.tescointernetphone.com/  and follow the link to top-up your account.   You can also arrange for a regular payment to be made into your account using your credit or debit card.  Another option is to set up an automatic payment to be made when your account reaches a certain level, so you'll never run out of credit.

 

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Can I pay in another currency?
No, we can only accept payment in pounds sterling.

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Does the credit on my account expire after a certain time?
Don't worry if you don't use your Tesco Internet Phone for a while. Your credit does not expire and it will still be there when you next use your phone.

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About customer care

How do I contact Tesco Internet Phone?
You can contact us by phone, email or letter. Our customer care team is available 7 days a week from 9am-9pm. Just call 0845 045 0130* and one of our friendly staff will be happy to help. Or, you can email us at tescointernetphone@tesco.net or write to us at Tesco Internet Phone, P O Box 437, Stevenage, SG1 9GD

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How much does it cost to call customer services?
It's free to call our helpdesk from your Tesco Internet Phone. If you use a BT landline, calls are charged at 4p per minute. The cost of calling from other operators may vary.

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How do I make a complaint?
We hope that you are happy with your Tesco Internet Phone and the service we offer. However, if you are not happy and you want to make a complaint, please contact us by phone, email or letter.
You can call our customer care team on 0845 045 0130* between 9am- 9pm, 7 days a week. One of our friendly advisers will try to solve the problem during your phone call*. If they cannot, the next step will be agreed with you.
You can also email us at tescointernetphone@tesco.net or write to us at Tesco Internet Phone, P O Box 437, Stevenage, SG1 9GD

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What can I do if I'm not happy with the way my complaint has been handled?
We will do our best to deal with your complaint and make sure you are happy. However if you are still not satisfied, we will write a letter so that you can make a complaint through Otelo, an independent scheme that resolves disputes.
You will, of course, want the matter dealt with as quickly as possible, so if you have not heard from us within 3 months of making your complaint, please contact Otelo direct. You can write to Otelo at PO Box 730, Warrington.

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* FREE from your Tesco Internet Phone or just 4p a minute from a BT landline, other providers may vary.

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