496 Customer Reviews over 13 pages
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- Location
- Swindon
- Reviewing
- SSE
- Date
- 2016-10-28
- Comments
-
Broadband is unreliable and extremely slow
Rubbish 0.5Mb and should be 12.5Mb
I am not going to pay for this rubbish anymore
- Location
-
- Location
- Taunton
- Reviewing
- SSE
- Date
- 2019-02-21
- Comments
-
Just awful. When I was switching broadband I thought id give SSE a try. BIG mistake. The broadband is literally unusable. Cant even load basic social media stories. Stream youtube/prime or netflix without problems. Drops out throughout the day even under light use and frequently disconnects, despite being a one person household. Well done SSE probably the worst broadband ive ever experienced. Avoid like the plague. Luckily I managed to leave under the 60 day happiness guarantee. Still a waste of time none the less.
- Location
-
- Location
- Taunton
- Reviewing
- SSE
- Date
- 2019-12-08
- Comments
-
Avoid!!! worst broadband provider ever frequent speeds of less than 6mps and when we complained told we were getting 11 mbps which was a total joke as we tested speed hundreds of times and never had any where near this.After we complained speeds got worse on average 4.5 mbps and now we are leaving the internet is far far worse/ unuseable if I could give a minus star rating I would avoid at all cost.
- Location
-
- Location
- Tewkesbury
- Reviewing
- SSE
- Date
- 2020-11-02
- Comments
-
I only have Broadband from SSE and trying to leave them has proved to be a nightmare. It turns out there is no way to cancel unless you call them (can't email, can't do it on the website), so good luck with getting through on the phone at the moment.
Having thought I'd informed them it turns out I hadn't done it correctly, so received a bill for £39 for the month after I moved out. I finally got through to their customer service and was told I had to pay the bill and I would also get another bill as the account could only be closed from today! When I asked how I could appeal, she said "you can't". I wouldn't touch this company with a bargepole if I were you.
- Location
-
- Location
- Thirsk
- Reviewing
- SSE
- Date
- 2020-02-19
- Comments
-
My SSE Internet went off late one evening almost two weeks ago. The status light on the router was a constant red and the Internet light was flashing red. I telephoneed SSE early the next morning. I was asked to carry out various tests on the router (including a pin reset), which I did but it made no difference. I rang SSE each day for a week (after waiting up to 30+ minutes to connect with an agent, I was again asked to carry out various tests from my home. Additional tests were carried out by SSE agents. Eventually it was decided I needed a new router. This was sent one whole week after my Internet stopped. I connected and set up the new router, following the instructions to the letter. The instructions said if this doesn't resolve the matter, phone the SSE helpline, which I did. After more discussions with SSE agents it was decided I needed an Openreach engineer visit to check the lines. SSE then told me that Openreach needed the MAC code of my new router, which I gave them. I later got a call back from SSE saying Openreach claim their lines are working but the router is "stuck" in "config" mode. I don't really know what this means so I asked to speak to an SSE manager. The manager said he would talk direct with the Openreach technical people to see what was going on. The manager later called me back and said the problem was due to SSE rolling out a change or migration from its current suppliers to Vodafone causing the routers to malfunction. He said technical teams were working on fixing this problem. When asked he didn't know how long this would take. Reluctantly I said I would stay with SSE for a few more weeks, because I was told changing suppliers would take 17 to 19 days anyway and he thought the problem may be solved by then.
If this is a National rollout by SSE, had anyone else experienced this problem? My 18 months contract with SSE is only about 9 months in. I am still paying SSE for a service which I am not receiving.
- Location
-
- Location
- Tiverton
- Reviewing
- SSE
- Date
- 2016-03-31
- Comments
-
Every thing as they said, all on time,
service excellent, support 1st class
could not have wished for better. I had tried the post office before and nearly had a nervous breakdown do not go near the post office. Get SSE and save your sanity.
- Location
-
- Location
- Trowbridge
- Reviewing
- SSE
- Date
- 2016-08-22
- Comments
-
Moved to SSE 7 days ago, still not working since moving to SSE
Open reach engineer signed off job as live when it wasn't on day 1
Reported everyday with no appointment for engineer
Given engineer appointment for Monday which is 7 days,
Engineer didn't turn up
Now been told the appointment will be Friday which is 12 days without Internet
Very disappointed with the service which appears to be handled though a company called daisy
- Location
-
- Location
- tunbridge Wells
- Reviewing
- SSE
- Date
- 2018-03-05
- Comments
-
What a nightmare trying to switch to SSE and the worst customer service line imaginable. After being on hold for ages when you finally get through you would get more help from talking to a brick wall. Totally unsupportive and unhelpful. I cannot comment on their actual broadband service as I have given up the idea of transferring to them.
- Location
-
- Location
- Twickenham
- Reviewing
- SSE
- Date
- 2018-06-29
- Comments
-
I am in the process of transferring my SSE Broadband & Phone number to a new address and SSE have been worse than useless. Despite being very clear about the dates that we require Broadband, they have booked it for a month late - August instead of July. This will kill my business and seriously disrupt my family and social life. I am now trying to get them to sort the issue out, but there is no urgency whatsoever. I can see that I will probably have to cancel my contract and find a better provider, putting me back at the mercy of BT Openreach too, but its will still be quicker and probably less frustrating than dealing with SSE.
- Location
-
- Location
- Ty Croes
- Reviewing
- SSE
- Date
- 2016-11-27
- Comments
-
Switched to SSE superfast (39Mb) fibre just over a month ago after suffering appalling speeds (less than 100kb on peak) and zero customer service from Post Office Broadband. Nearly 18 months of trying to get them to look properly at the problem resulted in no change, hence the switch.
I was a little apprehensive given some of the poor reviews that SSE have got in the past but, at £21 p/m for fibre + phone + anytime calls it seemed worth a punt - they could hardly be worse than the Post Office!
The router arrived in plenty of time for the switch date and, by the time we got up the phone had switched but no broadband. The fibre finally went live at around 4:30pm on the date we'd been given which seems ok seeing as we were switching from copper to fibre. No engineers visit was needed, we just plugged in and waited for it to connect. Couldn't have been easier!
Since then we've had consistent speeds of between 36Mb and 38Mb as measured by testmy.net during peak and off peak hours, with average download at 36.8Mb/s. Uploads are pretty consistent in the 6 - 7 Mb range, which is plenty for our needs.
We don't use Netflix or catch-up TV but on video streaming from youtube and a couple of less known film sites we've had no trouble at all with two devices streaming simultaneously in different rooms at the same time as browsing. In fact, running a speed test while also streaming 2 480p videos still gives consistent 30Mb+ results, so plenty of safety margin.
One thing we have found is that none of our devices can handle 720p HD reliably - the connection is faster than our aging laptops can get the picture onto the screen!
It's still early days but, so far, SSE have more than delivered on what we'd hoped consistently and without fail.
- Location
-
- Location
- uk
- Reviewing
- SSE
- Date
- 2016-04-10
- Comments
-
dismal never once used it without dropping out every few minutes
- Location
-
- Location
- UK
- Reviewing
- SSE
- Date
- 2019-11-15
- Comments
-
Terribly slow broadband, typically takes 10-15 seconds once clicking a link on google to the page opening and often just does nothing and freezes. It may be 50% cheaper than BT but, from my experience, the saving is painful. Personally, I would avoid.
- Location
-
- Location
- UK
- Reviewing
- SSE
- Date
- 2017-02-10
- Comments
-
If you want a company that charge you for months after you cancel, don't refund you and then charge you an 'exit fee', this company is the best for you.
- Location
-
- Location
- United kingdom
- Reviewing
- SSE
- Date
- 2020-10-20
- Comments
-
I took up SSE between 2016 and 2017, moving from sky. They have a particularly good offer at the time for FTTC which was very impressive. The service however was a bit of a disappointment though, I did try and leave the contract initially, but the penalties were far too great.
The first thing you have to know about SSE is that none of the network is owned by it. For all suppliers on BT lines this is the same as Openreach owns the physical network however other supplier out of the exchange traffic is sent over its own network. In the case of SSE it goes out via Daisy networks which is reselling to SSE. In a nutshell, Daisy are an appalling company, they sell cheap but restrict traffic a lot, they block ports, VPN's and they also do not have a large amount of backend capacity. Over the years it has been the only supplier where I have routinely got download speeds less than the sync speed of the line.
Moving onto support, it was nothing to write home about, in my mind I had made the mistake of going for a cheap service therefore it was my fault, this is all I could expect. Slow call response times and often first line call handlers who cant really appreciate the nature of the issue.
I left as soon as my contract was up, something I do nowadays is check if the ISP is just as reseller of daisy and then avoid if they are.
- Location
-
- Location
- W9
- Reviewing
- SSE
- Date
- 2017-10-06
- Comments
-
Very poor customer services from the beginning:
Here is what happened: I used to get broadband speeds of around 5-7mb download from my previous service provider (EE) but when they increase the charge I decided to leave them to another service provider.
I made a search online and I found that SSE offered the same service at a more competitive price than EE, I therefore contacted them by phone and made all the necessary arrangements in order to run the service smoothly by 2nd of May.
Unfortunately, on the 3rd of May I realised that there was no internet at all, I started phoning SSE technical support to see what the problem was and I was astonished to find out the following:
That I had to connect the router in the main (tester) socket which I couldn’t as I never did with all previous service providers and since we have been living at this address, also my desktop is located in the first floor and the main socket is downstairs. Initially it was never mentioned when I signed up for the service that I would have to use this specific socket, we also both my wife and I explained that its location would not allow any wire since it is situated down the stairs case at the bottom of the wall (it would constitute a health and safety hazard), the wire has been installed to provide phone connection and other devices without any issues for years.
When I first contacted the engineers I find out that most of them lacked expertise in their field as they gave me wrong information.
I spoke as well as my wife with one lady who was very rude, interruptive and raising her voice, she made threats to overcharge us if we would consider changing service provider as it was already 3 days we were left with no connection at all and told us that it was “our fault that we would have to use this socket” and the issue was solved according to her.
We went through the process of checking lines ... So after that, it was established there was no fault on the line and they did not offer any problem solving bearing in mind that 12 hours ago the connection was fully active before plugging the new SSE connection device.
On the 4th day I asked a friend of mine to help me to sort out this problem as I needed the internet as my children are preparing for exams in A-Levels and they need to print materials, in addition my wife also has all her work through the internet. He carried all the tests checked our router, sockets etc and no fault, no wiring or hardware issue and he ran a test and the connection works but is very slow and we are unable to access it on the TV as we were able previously.
Now for this period of few days we experienced many difficulties as we keep losing the connection so many times, this practically happened many times.
We struggle to load a webpage, we have 2 children that would like to use the internet for homework let alone if 4 people want to use the internet... watching video or TV is out of the question.
I decided to cancel it as there was no problem solving, and made again another long research for another service provider as this is highly hindrance I think I have a good case to get my contract ended early and not after one or two months where I will find myself struggling again in a deadlock situation and us being the ones ripped off!
They asked me to pay £218.18 as I canceled my contract early!!
- Location
-
- Location
- Wales
- Reviewing
- SSE
- Date
- 2022-10-17
- Comments
-
They have changed how I can pay preventing me paying online meaning I have to ring them wouldn't be a problem if I didn't spend the last 2 months trying to actually get through to them oh and the few times I have I'm chucked on hold for hours till I hang up. I've emailed and sent them messages on WhatsApp most I got was " you're in a queue" at gone 10pm over 8 hours after I tried to make contact with them. All I want to do now is pay the bills due and switch provider now because they are the worse I've known and none seem to want to sort this out other than put me on hold
- Location
-
- Location
- Wales
- Reviewing
- SSE
- Date
- 2020-07-09
- Comments
-
I am at a loss how bad the customer service at SSE is. The lack of communication on the process of moving home is non exsistent. When you do receive an email its most likley got the wrong information and irrelevant to the process. Whats really frustating is waiting approx 20 mins each time to get though to advisors who cant really tell em anything to then say they will call me back and never do. I have raised a complaint bt have received no official response in how they are going to deal with the situation. They may be cheap, but its for a reason.
- Location
-
- Location
- Wales
- Reviewing
- SSE
- Date
- 2016-07-06
- Comments
-
I have to write this for a friend who still currently has no internet.
SSE are a terrible company and shouldn't even be considered. You may as well go for a more expensive company over this or a company which provides less Mbps.
My friend recently moved last week and had to pay £200 just for this company to transfer over the broadband signal. They were promised that by the 4th this month they would have /both/ their broadband and internet. However, surprisingly, the 4th comes along and by the end of the night only the phone works. They phone up and got informed there is a 40 minute queue and that SSE will phone them up later. Later comes and there's no phone call. My friend continually phones them and she gets informed that she will have to wait until midnight to see if the internet connects. Midnight arrives and there is still no internet. They phone up the next day and get informed that oh, actually, your internet should be up today, not tomorrow, but we didn't tell you about this, nor did we give you any documents informing of the change. Nonetheless, my friend waits the day out. Nothing happens.
Now it hits today, the 6th and still no internet. They phone up, asking why the deadline hasn't been delivered and guess what SSE say? They inform my friend that actually, they aren't customers anymore because of the moving, that actually they are sending a new Router over because apparently their current router isn't good enough and that the router will most likely take another week to arrive.
My friend lives in Wales and only moved over a mile or two away from their current address so it's not as if the signal was going to struggle.
My friend is now £200 short.
I hope no one else bothers with SSE due to how appalling they've treated my friends family. You may as well dish out an extra £5 a month to get a broadband provider that actually helps you.
- Location
-
- Location
- Walton on the Naze
- Reviewing
- SSE
- Date
- 2019-01-31
- Comments
-
Great better than TalkTalk who failed to give me the speed and sending out loads of bt engineers was useless changed to SSE in December my speeds are over 35meg and i only pay for 35 so i would recommend give them a try.
- Location
-
- Location
- Wantage
- Reviewing
- SSE
- Date
- 2020-03-08
- Comments
-
Properly awful. I've been in touch any number of times with the customer services and simply not interested in improving the service. Constantly bleating about how many devices are registered on the router.
Yes, we do have a reasonable number of devices 9 but clearly not all being used at the same time!
Can't wait until the contract finishes then back to Vodafone!
- Location
-
- Location
- Warrington
- Reviewing
- SSE
- Date
- 2018-07-28
- Comments
-
Best broadband I have ever had. No issues with their Technicolor device. Very good UK based Customer Service. My spped is 38 Mbps all the time. Dropped down maybe a few times. Ping 30-35ms. Can highly recommend
- Location
-
- Location
- WARTON PRESTON
- Reviewing
- SSE
- Date
- 2021-11-14
- Comments
-
sse ARE TOTAL LYING INCOMPETENT people how they can make us wait 8 weeks,and still waiting to transfer our broadband to our new address is bloody disgraceful.
we have been give date after date and to date still no internet no reason why the hell it is taking so long i would never ever recomend this useless company ever!!!!!!!!!!
- Location
-
- Location
- warwickshire
- Reviewing
- SSE
- Date
- 2016-06-15
- Comments
-
I joined SSE on the 10/06/2016 taking advantage of their home phone/broadband deal.
Was surprised to have a BT engineer turn up to connect the line. If I had known this I probably would have gone elsewhere, because I don't want anything to do with BT, but anyway, the broadband switch has been swapped over smoothly and seems fine, even though its been only five days. The problem is I have no landline, incoming or outgoing.
I tried going through the email side, but that was a big waste of time, so I finally got to talk to a person at customer services today.
The girl was polite, knowledgeable, and knew exactly what my problem was, which has me highly suspicious, because I had the distinct impression she was reciting from a script.
Reading these reviews there is a common trend of one or the other not working, and I am worried that this is gonna take a while to fix.
I think this provider is playing both ends against the middle, where the customer is concerned, and are beholden to BT for their continued monopoly on landlines,but it doesn't stop SSE collecting valuable subscriptions.
Seriously considering cancelling within the cancellation period before this drags on.
- Location
-
- Location
- Warwickshire
- Reviewing
- SSE
- Date
- 2019-09-28
- Comments
-
Avoid!
I am still waiting to be connected over a week passsed my transfer date! Takes ages to get through to anyone in customer service and when I do there is no resolve. How can companies get away with this?! If you purchase a product then you expect it to be fit for purpose. In any other area of retail this would be addressed and sorted. Disgusting.
- Location
-
- Location
- Waslall
- Reviewing
- SSE
- Date
- 2016-07-22
- Comments
-
Excellent Service, No problems, Fast Broadband. Changed Broadband and Telephone from Sky Kept sky TV package now saving £35 a month with faster broadband. A +++++++++++
- Location
-
- Location
- Welling
- Reviewing
- SSE
- Date
- 2018-05-03
- Comments
-
I am just coming to the end of my 18 months contract and it has been extraordinarily cheap for me. Superfast broadband, phone line, international calls to selected destinations - all for £24.00. I joined during their promotion when their services were apparently not up to scratch. As for the last 18 months have been a dream. I had very slow speed after 2 months, contacted them, did a few online speed checks, sent the results to them, engineer sent in within 48 hours. Problems resolved and it has been a dream dealing with them. I won’t hesitate recommending them to anyone.
- Location
-
- Location
- Wells
- Reviewing
- SSE
- Date
- 2021-08-11
- Comments
-
Excellent broadband and I also get gas and electricity from them.
- Location
-
- Location
- West Midlands
- Reviewing
- SSE
- Date
- 2019-09-18
- Location
-
- Location
- West Midlands
- Reviewing
- SSE
- Date
- 2021-07-27
- Comments
-
Absolutely rubbish, was a technical error in sending out my first router that it had the wrong address on so asked to send a second one out and that one still has not been shipped 7 days later so my services started on the 29th and still no router for the internet
- Location
-
- Location
- West Scotland
- Reviewing
- SSE
- Date
- 2016-11-08
- Comments
-
Router arrived well ahead of switchover and after the pre-warned 10 minute wait to get it to activate, all was well. Internet speed currently the same as the old BT Infinity router, being out in the sticks I didn't expect anything amazing. Few issues setting up wired network devices, but after changing things about with IP addresses it all settled and the speed is comparable to the much more expensive BT Infinity 1
- Location
-
- Location
- west sussex
- Reviewing
- SSE
- Date
- 2015-11-14
- Comments
-
Well where to start, made the mistake of seeing SSE broadband the offer, been with them for years with GAS/POWER, give them a try at least I could understand them, anyway during the day great 12m all day long evenings 1-3m phoned and phoned NOT broadband problem must be a line fault, NO it works well all day cant be a line fault , sorry go to fibre that will sort out your problems but cost more, went to fibre 36m all day 1-3m evenings ,,, well you can see where this is going as of today cancelled SSE BROADBAND OR LACK OF IT, GAS and POWER... PLEASE PLEASE DONT GET SUCKERED IN
- Location
-
- Location
- Westcliff essex
- Reviewing
- SSE
- Date
- 2018-04-28
- Comments
-
Total pants was installed on 23rd may took 5 mins great 27th of april goes off called up get pushed from one person to another lies saying was cancelled left no service awaiting a re install Dont go with total bunch of idiots worst provider there is stay clear off
- Location
-
- Location
- Westhill, Aberdeenshire
- Reviewing
- SSE
- Date
- 2015-09-15
- Comments
-
Just had fibre bb installed this morning, was online immediately with speeds of over 34mbps download speed and over 9mbps upload speed. I was sceptical as SSE are the new kids on the block but so far so good. All for £10 a month for 2 years!
- Location
-
- Location
- Westminter W9 London
- Reviewing
- SSE
- Date
- 2015-10-22
- Comments
-
Broadband service AVOID at all cost!
My contract date started 18 Sept 2015 special offer, 2 years free broadband £8 for line rental.
After receiving all paperwork, contracts, no router arrived. I was without internet for 3 weeks, my phone line didn’t work for 2 weeks and when it started working, there was noise disturbance on the
Telephone line, I couldn’t make any calls, because it was so noisy . On the 9th October I called the customer services and was assured that my router will be sent to me in the next 7-10 days and broadband will work. I was very polite, and a lovely lady at the call centre told me that she would fail a complaint, because I was waiting a long time. 12 days later, after 25 min of waiting to speak to customer service, I was told that my broadband order has not even been placed. That they will look into the fault on my line and someone would call me back.
Nothing happened! I called again after 4 hours, to the point when I got to speak to SSE manager assure me that my broadband will be ordered and to explain to me, that because e they source their engineers from BT it will take a while.
22nd October: I called again, to check what the status of my broadband service was. This time I got to speak an engineer, that told me because on the fault on my line, he will have to send a technician to physically check the line and the earliest appointment is on Monday 26th of October.
I will come back and write a follow up . I am in London area of W9 \Westminster, so if you want to spare yourself this waiting agony, call them as soon as your phone line is connected and check on your order status. Call every day – is my advice.
- Location
-
- Location
- Weston-s-Mare
- Reviewing
- SSE
- Date
- 2016-03-15
- Comments
-
Customer service initially very good but it took over 6 weeks to get connected. Very slow broadband speed and customer advisers now ignoring my emails. It's cheap for a reason!
- Location
-
- Location
- Weymouth
- Reviewing
- SSE
- Date
- 2016-07-27
- Comments
-
I switched from BT to SSE. What a mistake. SSE is so so slow it is like using a dial up connection. Hopeless.
- Location
-
- Location
- Whiteley
- Reviewing
- SSE
- Date
- 2017-12-12
- Comments
-
I moved to SSE about a year ago. Prices were competitive. I cannot "rubbish" them totally as their hands are very much tied by the service they get from Openreach.
On the positive side, getting through to customer service never proved an issue and they were quick to follow up. There call centre is also in the UK which is great.
On the negative side is the ongoing issue of slow speeds and the broadband dropping out regularly. Despite several engineer visits, resets, etc the matter was never resolved.
SSE have finally agreed to release me from the balance of my contract. Fair play to them.
Our area has just recently had fibre installed so moving back to BT.
- Location
-
- Location
- Wigan
- Reviewing
- SSE
- Date
- 2020-01-04
- Comments
-
If I could give zero stars that would be too many. Takes on average 40 mins to answer the phone lines. I switched in September and still awaiting my phone number in Jan 2020.
Avoid this provider at all costs as they simply haven’t a clue
- Location
-
- Location
- Wilmslow
- Reviewing
- SSE
- Date
- 2020-05-16
- Comments
-
Customer service is terrible. 2 months after moving out and terminating the contract they are still sending bills.
- Location
-
- Location
- Wiltshire
- Reviewing
- SSE
- Date
- 2020-02-07
- Comments
-
Our broadband went down about a week ago. I've waited on hold for 28 mins, then 15 mins but no reply. Emailed customer services a couple of days ago and no reply there either. This is likely to end up with the Ombudsman, so I'd also recommended avoiding this supplier.
- Location
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