496 Customer Reviews over 13 pages
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- Location
- Bridgend
- Reviewing
- SSE
- Date
- 2016-09-17
- Comments
-
Even with the "heavy user" fibre optic package Traffic management kills your speed at peak times making it virtually unusable if you want to download anything, I have had speeds as low as 17kb/s.
- Location
-
- Location
- Sheffield
- Reviewing
- SSE
- Date
- 2015-06-27
- Comments
-
Switch for broadband & voice went well. Everything works well EXCEPT broadband speed is poor. Don't expect to watch iPlayer in HD much of the time. I used to get 9-10Mb/s, now get about 3Mb/s but still get 9-10Mb/s only at quiet times. I guess you get what you pay for. Unable to contact broadband support as they are too busy. Promised a callback which hasn't happened.
- Location
-
- Location
- Norfolk UK
- Reviewing
- SSE
- Date
- 2016-12-25
- Comments
-
SSE for just over 6 months now -
6 openreach engineers visits of which some were brilliant while the others I can only describe as ignorant and negligent.
Using the Wi-Fi on the tecchnicolour router showed absolutely useless wi-fi range and did not find a guest network which was fixed by replacing with an Asus router.
The broadband speed was silly slow each evening at the start so I accepted a different connection - This provided a dynamic IP Address which enabled much better speeds by rebooting to get different links which turned out to be in different parts of the country. This left an inconsistent service which is not ideal.
Next was switched back to a fixed IP and a static route which was not supplied thro' BT exchange equipment causing further issues local to me <> They were then thanked for their efforts and in response to this they make an instant free termination of the contract.
Then was explained that SSE had not expected such a high take-up of the broadband so they had and were in process of extending the capacity which they bought/used and that they would switch the local equipment route back to BT and would appreciate my feedback once this had been completed.
AFTER 6 weeks
End result - Not using their router and achieving 55>60 download and 14>15 upload.
Pro's <> Very good price
Con's <> Can be over 3 hours to get thro' on the phone and Calls back are not always made.
- Location
-
- Location
- Manchester
- Reviewing
- SSE
- Date
- 2019-12-11
- Comments
-
Cant fault the actually broadband as ive never had any faults. Mine starts with me and possibly others being ripped off.
Started with moving house,everything went fine.. Smooth changeover, the lot.
until a few months later i rang up to upgrade my broadband.. slightly slower where I live now.
waiting 45 minutes to get through as this is always the case they tell me im already on their fastest speeds.. erm.. obviously not... They dug into it and apparently my package got changed with the house move by who ever done it without notifying me and doing a full change, i.e contract ect so i was never aware. He sneakily upgraded the package so i was getting charged more (probably for his commission) but never actually put it through proper so i never actually got the higher speeds just paid more over the year. Constantly got told I would get a call off sse which never happened. Ive been ringing for the last 2 weeks nearly everyday for an update as to whats happening bearing in mind there is always a 30-1 hour hold times on the phone to be told nothing other than "its being processed". If you've been ripping a customer off that's been with you for a long time you prioritize that problem especially when you've ripped them off instead of worrying about signing up new people for you to potentially do the same to them.
- Location
-
- Location
- Kent
- Reviewing
- SSE
- Date
- 2018-09-29
- Comments
-
Had issues for the length of the contract. Using an old Plusnet router helped but as soon as I have switched back to the SSE router I am having problems with internet dropping though the router shows no problem and being connected. Continuously unable to load a web page.
Customer service are helpful but go through the same process every time meaning you are repeating previous checks and wasting your time. Not sure how many times I have taken the socket of the wall to do their checks for them as I have lost count.......
- Location
-
- Location
- Bournemouth
- Reviewing
- SSE
- Date
- 2020-02-08
- Comments
-
Moved into property 2july couldn't get internet until early October. Now have to move and been charged £55 plus £6 plus final bill...robbers
- Location
-
- Location
- Ladybank
- Reviewing
- SSE
- Date
- 2022-05-31
- Comments
-
Tried to change tariff today and did not accept
My landline number. I have had very bad experience
With them on all accounts. Especially since ovo
Took over.
- Location
-
- Location
- Minster Lovell
- Reviewing
- SSE
- Date
- 2016-11-10
- Comments
-
I was already on Fibre broadband so all SSE had to do was organise a changeover to their service, and they managed that ok. However, there was incomplete information in their "welcome pack" - Router login in password and how to get their antivirus software which I had thought was inclusive. So I emailed their customer services and had an acknowledgement, but no answer over 5 days so emailed customer services again, who this time asked for more information- before completely ignoring me again. Hence in 11 days I have had no answer to my simple questions!
I guess I now have to stop my direct debit and put them in breach of contract, but it wouldnt be so difficult if OFCOM did their job properly and actually regulated such internet service providers!
- 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
- Bexhill
- Reviewing
- SSE
- Date
- 2021-01-27
- Comments
-
I am on a fixed rate ADSL line which expires in March.
I wanted to renew and after making numerous attempts to discuss and when I eventually made contact was referred to no fewer than three advisors I was told I would have to pay a further £10 per month in line with the fibre fixed price which
I cannot get (and do not want)
Customer service ia appalling
I do not recommend
- Location
-
- Location
- Bothwell
- Reviewing
- SSE
- Date
- 2019-04-09
- Comments
-
The worst broadband experience I ever had. I have tried many : talk talk, BT, plus net, virgin, SKY during more than 20 years. Unfortunately SSE are by far the worst. My games are continually streaming even if no one else is on the WiFi, I am in a town with limited choices of providers at the present but I had BT which was great but due to the monthly package SSE offered I decided to go with them, mistake, wrong choice. I will soon switch back after 5 months been with SSE.
- Location
-
- Location
- London
- Reviewing
- SSE
- Date
- 2018-05-17
- Comments
-
Service can be slow sometimes and drop out at others. Calling customer services is too painful and they do not call you back as promised.
My main gripe however is that when your contract is at an end they do not warn you at all. They simply double the cost of your bill & take the direct debit. The call centre are not interested in complaints - they admit they do this and are sorry you are unhappy!
Devious company - would not recommend at all!
- Location
-
- Location
- Klem
- Reviewing
- SSE
- Date
- 2015-11-22
- Comments
-
I wrote first review of SSE Broadband on 22 October 2015 because my switch over was a disastrous, tedious and it took 6 working weeks all together.
My contract was taken on the 18 September and Broadband started working finally after many phone calls to the customer services & many complaints on the 2nd November .
I was without broadband for 5 and half weeks.
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 center told me that she would fail a complaint, because I was waiting 3 weeks.
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. No one called me back, I had to spend another 30 min, waiting to be connected to the customer services. I wasn’t getting of the phone until I spoke to the supervisor with assurances.
They use BT engineers, so they depend on their scheduling of repairs – another delay.
After BT engineer repaired the physical fault on the line, I waited another week for the router to arrive and for the broadband to go live.
First week broadband speed was very low - on average it was between 4,6 Mb download speed up to 5,4 Mb. The contract is for 17 Mb download speed, I was explained that first week is stabilising period, and that in reality in the future I will be receiving between 5 and 8 Mb depending on my area. Today is 22nd November and speed is 10,8 Mb. I had 3 days last week of speeds between 1,8 and 2,5Mb but this resolved itself without having to contact SSE Broadband customer services.
The advantages are: call centers are 0800 number, staff is polite and well trained, very good deal for broadband and phone rental.
Disadvantages: incredibly long and troublesome change-over, call centres closed on Sundays, phone line Service Charge and Access charge, details below***
If you want to spare yourself agony of waiting TO COMPLETE THE SWITCH OVER from your old broadband supplier, call SSE as soon as your phone line is connected and check on your order status. Call every day – is my advice.
***Depending on the package you choose 0845 & 0870 calls are either inclusive up to 70 minutes during the same inclusive periods as your call package or are charged :
Unbundled Tariff Numbers beginning with 084, 087, 09 and 118 are charged as the sum of two elements: a ’Service Charge’ and an ’Access Charge’. The ’Service Charge’ is as published by the business being called while the ’Access Charge’ is 6.9p per minute. 0845 and 0870 calls remain non-chargeable (no Access Charge or Service Charge will apply) for the first 70 minutes,
for the relevant periods of your calls package and calls to these type of numbers will not be subject to a set-up fee.
When not inclusive in the package, 0845 calls cost a maximum of 13.90p for a one minute call and 0870 calls cost a maximum of 19.90p for a one minute call for all these packages.
- Location
-
- Location
- Basingstoke
- Reviewing
- SSE
- Date
- 2015-10-24
- Comments
-
I've been with SSE fur about 3 weeks - speed same as bt- however broadband started playing up and home phone no connection. Wanted to call fur assistance as important weekend and family needing to call from America urgently. SSE phone and broadband no. ( yes it's UK based) but it closes Mon to Fri at 8pm and Sat at 2pm closed all day Sunday! Question, when does a normal working person need their home phone and broadband - for me eve after 7pm and all weekend - no service - no contact numbers - no chance of any help - think before committing!
- Location
-
- Location
- London
- Reviewing
- SSE
- Date
- 2018-12-11
- Comments
-
The fundamental problem with SSE is that their routers cannot provide the speeds they quote without freezing.
The moment your internet speed (i.e. data/time) reaches a certain point, the router will freeze and you will need to restart your device's connection.
This means that for most video streaming services, the video will pause and you will need to restart your internet connection, refresh the video page, and then skip to where you left off.
Likewise, if you are downloading a file via a browser, it will most likely disconnect (thus cancelling the download) within 20 seconds.
I went with SSE for their high speed in my area (~90), and their one month contract. They do provide the speed they advertise, and I've had no issue cancelling my contract.
However, I would never ever recommend SSE to anyone till the company gets off its backside and fixes its hardware issue. I would rather pay more for a slower speed than deal with this frustration again.
Stay far away.
- Location
-
- Location
- Spalding
- Reviewing
- SSE
- Date
- 2020-09-25
- Comments
-
I signed up with SSE 5 months ago in a new area. The first 3 months were great - good speeds, no issues. Then in August my broadband went down for 2 weeks. It took 3 calls, waiting for about an hour each time, before the fault was resolved. Now this month it has gone down again for almost 2 weeks so far, still not resolved and no 'updates' they promise you when you call. I'm just totally fed up. It's so stressful and time consuming dealing with this...
- Location
-
- Location
- Shetland
- Reviewing
- SSE
- Date
- 2020-08-28
- Comments
-
I am approaching the end of a two year contract. When I signed with SSE I was regularily achieving speeds of 74mb as I am very close to the cabinet. At the time SSE used Daisy to provide the internet to its customers and there was no issue and good overall speeds. However a good way through the contract SSE moved providers to vodafone and there was an instant reduction of speed down to around 22mb. I have a "fing box" connected to the router that does periodic automatic speed checks and records the speeds and the provider connected to, it showed a speed drop overnight that has never recovered. This was pre-covid and during the peak of that the speeds understandably, perhaps, dropped even further but reached the point where watching you tube required to reduce the quality to 360p if you were to watch videos at all. The speeds have recovered back to the 22mb or thereabouts but has never reached even close to the speeds that Daisy provided under the guise of SSE at the start. Definately time for me to move on
- Location
-
- Location
- Radstock
- Reviewing
- SSE
- Date
- 2016-09-15
- Comments
-
If you want customer service go elsewhere. They keep you on the phone for at least 30 minutes and then just connect to a non-existent advisor. You can hear voices in the background but it's a complete waste of time expecting anyone to talk to you. Worst company for customer service I have dealt with and their website is as useless as their advisors, if you have the patience, because that site is slower than 99% of the ones I visit. Cheap is not cheap when you get rubbish.
- Location
-
- Location
- Gillingham Kent
- Reviewing
- SSE
- Date
- 2022-08-26
- Comments
-
SSE customer service is literally non existent. We have been with them over a year for electric and broadband and had very little reason to contact them. Until this month when we didn’t get the usual email that our bill was due. I pay every month on time without fail. This month no email so I went onto the account to pay when we didn’t get the email and it says account inactive and we owe £0 and does not allow me to make a payment. Our internet is still up and running mind you. For over a week I have tried every single contact method available and have not once got anywhere. Live chat agent told me to call and ended chat. WhatsApp tells me to call. Email they provide on invoice is defunct and says to call. So I call and call and call and call. I complain and they immediately close the complaint. Honestly I’m sick of trying to pay them now and will just switch. Honestly don’t bother. The speeds are good but god forbid you ever need to contact them.
- Location
-
- Location
- Gloucester
- Reviewing
- SSE
- Date
- 2016-11-14
- Comments
-
Today is the first day of my broadband with SSE. Am I impressed? Definitely not! Did they tell me that they did not supply an email service? No. Did they tell me that they don't answer their customer services line within a reasonable time? No. Here I am on day one, waiting for customer services to answer the phone. It is now 7.10 p.m. and I have been waiting since 6.10 p.m. and listening to music and a prerecorded voice saying 'Thank you for your patience, your call will be answered as s soon as possible.' BEWARE!!!
- Location
-
- Location
- 1
- Reviewing
- SSE
- Date
- 2019-06-07
- Comments
-
RE what Greg Forrest, Consett, SSE 2019-05-11
This you wrote I have a few times and worse it seems this is the way SSE do business. They must be trained to do it this way.
'The Part of your post I refer to'
When i spoke to Rachel an arguement took place and i explained that if i had to pay the fee after all the issues that i wouldnt continue with SSE. She assured me i didnt have to pay any fees and the previous advisor was incorrect. She took no responsibility for any of the previous issues raised apart from the automated line complaint .A month later i checked my bill online and what do you know a £60 connection fee charge added to the bill , i rang straight up to try n speak with Rachel , she wasnt availiable and hasnt been ever since that moment and along with that she pretended as if none of what she said previously had even took place!
But you should know even when take a contract with them on the sales line. You ask something and in conversation ask something else they will over talk you in louder voice to drown what you ask until they finish talking. They always want and need to be the alpha it seems. Not that your competing why should you when you can end the call and get another provider. That is unless you have already signed up.
Do they also still talk through the whole contract which can take upto 2 hours to do. No other service does that and you don't listen either so what is the point. They go on and on and on bla bla f'ing bla yawn zzz !!!
- Location
-
- Location
- Cheltenham
- Reviewing
- SSE
- Date
- 2017-01-22
- Comments
-
So I joined SSE 15 months ago on a 24 month half price fibre deal with 80mbps fibre. I had a bad few months with very slow download speeds of 0.2mbps after 4 each day till midnight.
I labor d with it for a year until I found out I could get off the contract after 12 months for 30 quid. I paid the money because daisy heavily speed limits certain traffic at peak times rendering the internet unusuable. Facebook videos don't work. Direct downloads e.g pz4 updates don't work. Anything other than web sites and Amazon prime works. I'm leaving tomorrow thankfully. Good riddance.
- Location
-
- Location
- Edinburgh
- Reviewing
- SSE
- Date
- 2018-04-26
- Comments
-
SSE is cheap, has a 1 month contract and the customer service is OK inasmuch as they answer the phone fairly quickly and speak English. However, I have had recurring technical problems, the computer disconnecting from the server even though the signal is strong, dropouts when it is connected, and most of the time a broadband speed of around 0.5Mb - rather less than the "up to 17Mb" promised. SSE customer services seem to be just guessing at the cause, replacing a cable or a filter, blaming it on the line etc. all to no avail. Out of sheer frustration I am now on the verge of moving to another supplier.
- 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
- Scotland
- Reviewing
- SSE
- Date
- 2021-04-10
- Comments
-
Throughout my contract broadband was very temperamental
After I left they billed me for three months extra refused for months to correct sent threats to cut off service
Didn’t answer phone or hung up when I pointed out I had left
Didn’t answer letters or emails
Finally deleted false months but final bill has a part billing charge (they didn’t send any they are charging me for those threatening letters) and one random days broadband in march
- Location
-
- Location
- Hawick
- Reviewing
- SSE
- Date
- 2021-07-02
- Comments
-
No no and no. The routers a nightmare. I've dealt with the internet since dialup DEMON and this has to be the worst switch ever. All was promised, min 40 dowlaod as is for the rest with a max of 74 which is what I was getting so all good so far. Did the switch Ive been sitting for a fortnight at 49???? Unless its a monthly thing it should change dependant on the line etc. but the router says max speed is 57 and hasnt changed. Considering Ive been getting around 74 for the past 3 years 57 is a major whack. ADD to the THE BIGGEST pain ITA. The router actually has a time limit. Every wireless connection has a disconnect time which DOES NOT reconnect automatically. So my autistic son who has no IT savvy whatsoever doesn't know his int eh house should be on wireless connection tablet is using his precious when we travel mobile limit, which is set at a generous 16GB. All gone within the 1st 2 weeks as he got disconnected after 12 hours. OK says I I'll reset every wireless connection to priority to find the router doesn't remember the password and I have to factory reset so it recognise the key on the back of the box. I will do it when everyone's asleep but all confidence for the SSE BB is gone. Promised speed not there, wireless connections disconnect unless on priority(I'm guessing they stay on but can't test that see before). I KNOW speed can be higher as my uploads a re get this 1/3rd of my download speed instead of 1/5th. All round bad experience I think going back to vodafone is the way to go and I'll take the 5% hit back on utilities. Here's a discount and btw we're going to hamstring your internet to offset the balance! Nah this lot need the internet more than the money cheers I've got kids ffs
- Location
-
- Location
- Liverpool
- Reviewing
- SSE
- Date
- 2016-07-17
- Comments
-
Waited in all day for the BT engineer, only to be told that they often don't need to call at your home, but also don't tell you when they're finished at the exchange/ junction box.
I was told I was getting the full 80Mbps, got 55Mbps until I upgraded the master socket myself (which the engineer was supposed to do). I still only get 65Mbps.
This is not a truly unlimited service either, they have pretty brutal traffic shaping. My P2P traffic in is down to about 0.3% of full speed, even in the middle of the night.
I wouldn't have signed up knowing what I do know, and will terminate the contract after the 18 months is up
- Location
-
- Location
- croydon
- Reviewing
- SSE
- Date
- 2020-07-07
- Comments
-
Exasperated . Accept Covid has caused service issues but SSE online information is poor, the accounts page is lacking clarity and there is no way to check what your current Broadband deal is and when it expires and if SSE have carried out a renewal.
Their packages have names but these are not named on the SSE Deals page . My latest Bill does not explain if my new deal has been activated.
They have not responded to my emails.
Very disappointed, they do not give enough info online for me to resolve my problem.
- Location
-
- Location
- Aberdeen
- Reviewing
- SSE
- Date
- 2022-11-01
- Comments
-
have been with them for years with no problems until they became talk talk from this point on they have gone down hill and they dont have customer service.........
- Location
-
- Location
- Wisbech
- Reviewing
- SSE
- Date
- 2017-11-20
- Comments
-
Am in the process of leaving SSE. When the line was installed the BT Engineer ran a speed check and I was getting 75mbps. Once I plugged in my router and ran my own speed check I could only max out at 45-50mbps. This has slowly gotten worse over the term and in the last few days the speeds have varied from 5mb to 30mb. So much so that even streaming a music track takes ages. I am cutting my contract short with this company by 2 months as there is no way I can put up with the buffering logo when I am paying for 76mb.
- Location
-
- Location
- Hampshire
- Reviewing
- SSE
- Date
- 2021-11-28
- Comments
-
Very slow broadband, and often no broadband. I now realise how expensive they are too! Was promised a new router, which never materialised. Can get a similar deal for half the price.
- Location
-
- Location
- Stranraer
- Reviewing
- SSE
- Date
- 2020-08-05
- Comments
-
Upgraded to fibre19 from adsl only received for 48 hours can't get answer from customer service phone line after several 1 hour calls from my mobile sent complaint emails got no answer so can't report the fault 6 days later still no signal and no answer from sse I have walking difficulties and rely on the Internet I am at my wits end they have not held up there side of the contract
- Location
-
- Location
- Johnson
- Reviewing
- SSE
- Date
- 2019-03-25
- Comments
-
The user name they sent with the package did not even work and we could not logon to the account to change or do anything on the first day.
What a crap service on day 1.
Might be worth going with a more reputable one as it seems their broadband service matches their rubbish energy services.
- Location
-
- Location
- Canterbury
- Reviewing
- SSE
- Date
- 2022-05-19
- Comments
-
Price goes up and I ask why, they just send me an attachment"Your SSE Phone package is changing"....you are correct... I'm going elsewhere due to your lack of explanation and general malaise towards customers.
- Location
-
- Location
- Kent
- Reviewing
- SSE
- Date
- 2018-03-21
- Comments
-
I was with SSE on a great deal, after 14 months we moved out of temporary homeless accommodation to our new home. SSE "couldn't" move my package but I could start a new package exactly the same for over twice the price. Obviously I didn't want that. A couple of months later I get a red bill for the service they didn't cancel, I speak to another person who says it's all cleared up and not worry. Another 4 months later I receive another "unpaid" red bill for even more money, call the 0345 number and get to speak to another chap who was rude and dismissive of the companies faults trying to blame me for them keeping my account open who cannot find any details of my previous conversations on his system who has to then go find who I spoke to before to see what has and should have been done previously. Meanwhile my previously good for a slim credit rating has been obliterated to the point I no longer qualify for a sim only contract!
These pirates need to be put out of business
- Location
-
- Location
- Edinburgh
- Reviewing
- SSE
- Date
- 2018-08-30
- Comments
-
Broadband Appoling
- Location
-
- Location
- Gosport
- Reviewing
- SSE
- Date
- 2019-04-10
- Comments
-
It just didn't deliver as promised, though they tried to resolve it I just couldn't carry on with the slowness of the broadband. That may be down to the Bt line in or down to sse, I don't know. I have a better connection using the tether on my mobile data bundle..
- Location
-
- Location
- Essex
- Reviewing
- SSE
- Date
- 2019-08-01
- Comments
-
SSE try to be helpful but speed is dreadful. Was better off with Plusnet but they put their price up too much which made me change.
- 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
- Worcester
- Reviewing
- SSE
- Date
- 2016-07-22
- Comments
-
I was already to transfer to sse from sky.I had the welcome pacage come but no date for switch over.I was due to have my sky cancel within days.I rang bearing in mind I placed the order some 3 weeks ago.they could not give me a date for the broadband.so it would mean I could be without phone and broadband for weeks.I went back to sky after looking on these reviews.not very encouraging and done a deal for fibre optic for not much more.the good thing is no it eruption. Sometimes better the devil you know.in this day and age it should be straight forward.
Just do your homework customer support is a waste of your time 40mins to speak to someone who cannot help.I don't need the hassle.
- Location
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