Tesco.com

Tesco.net - terms and conditions

We are a company within the Tesco Stores Ltd group that delivers Internet services to customers. Whilst we may not provide all the component parts of our services ourselves we do take the responsibility for the services delivered to you and will liase with our suppliers to ensure that any problems with their services are promptly resolved.

The purpose of this code of practice is to inform you about our products, services and customer care policies. This code of practice has been prepared in accordance with guidelines published by Oftel on 17 February 2003 and approved by the communications industry regulator Oftel/OFCOM.

1. HOW TO CONTACT US

Please note: our call centre opening hours have changed.

Customer Care : By phone: 0845 650 8000*
By fax: 01633 670 100
By email: support@tesco.net (please include your tesco.net email address, your post code, and your security word – usually your Mothers maiden name)
By letter: Tesco.net, On line House, The Avenue, Cleppa Park, Coedkernew, Newport, NP10 8UG
To report abuse of the Tesco.net Internet network click here

Technical helpdesk :
By phone: 0906 301 9000**

*Lines open 9am-9pm 7 days a week. Calls charged at up to 4p per minute from a BT line. Call charges from other providers may vary. Calls may be recorded
**Lines open 9am-9pm 7 days a week. Calls charged at up to 50p per minute from a BT line. Call charges from other providers may vary. Calls may be recorded

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2. OUR COMMITMENT TO YOU

We are committed to providing you with the highest quality of customer service. Our company delivers to you Internet services purchased from wholesale provider(s) carefully chosen by us to ensure that we can offer a quality service you and we make every reasonable effort to supply the services that satisfy your requirements. We work to all relevant laws and regulations

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3. OUR PRODUCT PORTFOLIO

Pay As You Go Internet Access
Anytime Internet Access
Daytime Internet Access
Broadband Internet Access

You may purchase our services by purchasing a CD in store or by going to our website: www.tesco.net

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4. MARKETING

We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the web site, www.cap.org.uk

Generally we do business on standard contracts that include standard terms and conditions, copies of which are available to you on request. If you have any questions on our standard terms and conditions please phone our Customer Services on 0845 650 8000.

There is no minimum contract for our Dial-Up service. We aim to provide Internet services within 15 minutes of your application being successfully processed. If there are special circumstances we will advise you of the revised time-scales.

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5. MOVING HOME

Please call our Customer Services on 0845 650 8000 at least 14 days before you move so that we can make the appropriate arrangements to transfer your Internet account to your new telephone number. It may not be possible to provide Internet access at your new address, if this is the case we will tell you as soon as possible.

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6. CANCELLATION

If you decide to cancel your Tesco.net Internet account you should inform us by giving at least 30 days notice to us by telephone on 0845 650 8000.

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7. PRICE LISTS

Please visit our website at www.tesco.net or contact Customer Services on 0845 650 8000 for price lists for our services.

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8. BILLING

We normally bill you monthly on the monthly anniversary of your joining date. Payment is by Direct Debit or Credit Card only.

Should you have difficulty paying your bill please contact us. Please see our company code of practice “Helping our customers to manage their bills” at the end of this document.

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9. REPAIRS

Should you have a technical problem you can contact us on 0906 301 8000. This is a technical support line, which is open from 9am to 9pm 7 days a week. Calls to this number will be charged at 50p a minute.

You can also contact us free via e-mail at support@tesco.net .

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10. COMPLAINTS

Should you have a complaint about our service please contact Customer Services on 0845 650 8000. If you are unhappy about any aspect of our service, you can also contact OFCOM, the regulator for the communications industry. We are members of the Telecommunications Ombudsman scheme, Otelo, for alternative dispute resolution.

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11. STATEMENT OF SOCIAL RESPONSIBILITY

We view the problem of Internet abuse very seriously and work closely with the police and others within the telephone industry to tackle it. To report an abuse click here, or call on 0845 650 8000 to report an abuse or for information on how to deal with the situation.

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12. DATA PROTECTION

Tesco Stores Ltd is registered with the Data Protection Agency to hold information necessary to supply services to our customers.

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13. USEFUL ADDRESSES

Ofcom: Riverside House, 2a Southwark Bridge Road, London, SE1 9HA. Tel: 0845 456 3000 www.ofcom.org.uk
Otelo: PO Box 730, Warrington, WA4 6WU, Tel: 0845 050 1614 www.otelo.org.uk

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