Tesco Internet Phone: Frequently Asked Questions

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.

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

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.

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.

Can I use my existing telephone number?
Yes, you can. If you want to keep your existing number, please call our customer care team free from your Tesco Internet Phone on 0845 045 0130*. We will need to get your current provider to agree to it and there will be a one-off transfer fee.

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.

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

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.
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).
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.
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).
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).

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

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.
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.

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.

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,

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

How long do I need to sign up for?

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.
Add-ons
Add-ons last for one month.

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.

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.

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.

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.

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

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.

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.

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.

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.

I have a Pay as you go call plan. Can I buy add-ons?
Yes, all add-ons are available to Pay as you go customers.

About using Tesco Internet Phone

Do I get voicemail with my Tesco Internet Phone?
Yes \u2013 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.

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.

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.

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.

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

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.

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

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 \u2013 see our call rates for details.

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.

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.

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.

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.

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:

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.
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.
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.
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.
If you still can't log in to you account please call our customer care team on 0845 045 0130 (9am \u2013 9pm, 7 days a week)*.

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.

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.

Does Tesco Internet Phone work with Windows Vista?
Yes, it does \u2013 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.

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.

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
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.*

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.

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:

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

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.

Launch the Tesco Internet Phone softphone.
Click 'Menu' > 'Options' > 'Audio Devices'.
Make sure the 'microphone' and 'speaker' settings are set to 'USB Audio Device'.
To get a ring tone from your phone, tick 'USB Audio Device' in the 'Ringing' section.
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.

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 ( ) 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:

Select the 'Control Panel' from 'Settings' (via the 'Start Menu').
Click 'Sounds, Speech and Audio Devices'.
Click 'Change the speaker settings'.
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.

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.

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

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 \u2013 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.

Can I change between accounts using the same computer?
Yes, you can \u2013 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 \u2013 where you are asked.

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'.

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:

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

To switch on Java in Mozilla Firefox:

Open Firefox.
Select the 'Tools' menu option.
Select the 'Options' item.
Click the 'Content' tab.
Tick the box labelled 'Enable Java'.

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

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.

How can I top up my account?
Topping up your account is easy \u2013 just choose the way that's most convenient for you. You can go online anytime and use your credit or debit card to top up your account. When you're shopping in store, you can buy a top-up voucher. Or, you can 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.

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

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.

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, 498 Gorgie Road, Edinburgh, EH11 3AF.

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.

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, 498 Gorgie Road, Edinburgh, EH11 3AF.

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.

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

Welcome to Tesco Internet Phone

Primary navigation list starts here:

My account

Home

Help

About getting started

About handsets and adapters

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

About handsets and adapters

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