496 Customer Reviews over 13 pages
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- Location
- Scotland
- Reviewing
- SSE
- Date
- 2017-12-21
- Comments
-
Was ok to start with then i recieved a new router after some problems. The customer service is terrible even the managers dont understand anything about routers. The manager i last spoke with didnt even answer my straight forward questions.
All they say is reboot your router. Which i have done countless number of times.
Off to pastures new. I will never use SSE ever again. All they care about is that your paying your bill. Yet they witheld money from the Scottish manufacturing company. Disgusting.
- Location
-
- Location
- Hampshire
- Reviewing
- SSE
- Date
- 2016-09-26
- Comments
-
The WORST broadband experience ever. I had a persistent fault on my connection that SSE were completely incapable of dealing with. Customer services were CLUELESS, wait times were anywhere from 1 to 2 hours to speak to anyone. They NEVER called back when they said they would. Completely INCOMPETENT! Don't do it. If you do and you have a problem then good luck.
- Location
-
- Location
- London
- Reviewing
- SSE
- Date
- 2018-09-15
- Comments
-
APPALLING. AVOID AT ALL COSTS.
SSE have consistently lied about issues with my broadband switch. Delayed my switch over to them with no communication. Refused to provide an interim solution to their own fault - so I was left without internet for 12 days after they had told me i would be receiving it. Only found out about the problems through calling up as they had not even bothered to let me know.
- Location
-
- Location
- Scotland
- Reviewing
- SSE
- Date
- 2018-12-03
- Comments
-
It really astounds me how in this day people still blame their slow speeds on the supplier.
The speeds are a product of where your house is located! If you live in the middle of nowhere, don't moan about the service.
Regardless of what company you are supplied by, all use a BT Openreach line.
People also moaning about not getting the speed you are promised! Again, you are told you get up too 17, 38 or 76Mbps, Not once will you be told you are guaranteed it. Again this is due to BT.
SSE have the best customer service I have ever experienced! Everyone is amazing and always have your best interests at heart!
People need to stop blaming their choice too live in a house that will never get fast speeds on actual suppliers, blame Openreach.
- Location
-
- Location
- Skipton
- Reviewing
- SSE
- Date
- 2015-08-17
- Comments
-
A bit nervous about taking up the offer from SSE for Broadband and phone with weekend calls as was with BT and everything had always worked.
Transfer of phone went ahead smoothly and on time, Broadband delayed about a week - SSE said it was because of demand for their product which I can believe.
Since Broadband has transferred I am receiving exactly the same speed as I was getting with BT. The line is stable and I haven't noticed any scaling back of speed at busy times. We watch Netflix alot and the picture quality has been the same and there are no buffering issues.
Now really pleased that I transferred and am saving lots of money compared to BT, also used Quidco and am hopefully getting £50 cashback. Bargain.
Go for it.
- Location
-
- Location
- County Durham
- Reviewing
- SSE
- Date
- 2016-12-12
- Comments
-
We were due to be connected on 30th November and now 13 days later we still have no broadband. Shocking customer service. Will be switching as soon as possible.
- Location
-
- Location
- Cambridge
- Reviewing
- SSE
- Date
- 2019-12-21
- Comments
-
Awful customer service and broadband is not reliable. After multiple issues we decided to cancel earlier. There is a waiver for the cancellation fee if you’re not happy with the service but they refused to waive the fee as they felt they hadn’t be given a chance to correct the issues. This was after multiple issues. When I checked the internet speed and noticed it was consistently about 1 third of what we’d been paying for I decided enough was enough. So had to pay £172 to cancel a service I wasn’t receiving. Avoid like the plague.
- Location
-
- Location
- Birmingham
- Reviewing
- SSE
- Date
- 2018-09-24
- Comments
-
Had problems with my phone from the start and broadband, they transferred all my calls to my mobile saying it wouldn't cost me or callers a penny, but I got a massive bill and so did someone else, my phone was never fixed and I called them to ask about this bill, they said I was refusing to pay my bill, I said I wasn't, but the woman said that I was refusing to pay it and as we spoke on the phone I noticed my Internet had gone off, so I told her and she said she had switched it off, then after the call I needed to call social services regarding my Lifeline pendant but my phone has been switched off, I have had letters sent to me saying that I am using my phone quite a bit more than usual, how can I be when its not on? Also one letter is dated 4th October 2018 and one 9th October 2018 saying I'm using my phone a lot, I'll let the scientists in America know not to continue their study in Time Travel because SSE have beaten them to it.
- Location
-
- Location
- London
- Reviewing
- SSE
- Date
- 2018-09-25
- Comments
-
No doubt this company has 1 star it's sooooo horrible. Please do NOT use this as your broadband provider. You'll speak to some lady in UK somewhere who will not do a thing to help other than follow some BS manual and ask questions like, "is your router not working because it is on a wooden stand?" I mean... are you flippin' kidding me?
5 days later on most expensive service tier and my internet drops out literally every couple of hours. I've talked to 3 different people, lodged a complaint, been incredibly patient and now I just want to clunk all their stupid heads together and get my money back.
- Location
-
- Location
- Sussex
- Reviewing
- SSE
- Date
- 2020-08-18
- Comments
-
Absolutely conned by this company. Their broadband was probably the best I have ever had, but towards the end of my 12 month contract I got a letter to say that my contract would auto renew to the most expensive of 3 package options unless I phoned and asked for a different package. I phoned up with the intention of asking for the cheapest package (I don't use the internet a huge deal) but the number quoted multiple times was an invalid number. I made a complaint on their website and about a week later some fly by night bloke phoned me to apologise and chuckled to himself about how rubbish his own marketing team is. He said "I think based on your usage you should be on the cheapest package" and I agreed. I thought the problem was sorted, but a month or so later I looked at my bank statement and had been charged for the most expensive package they do, he hadn't changed a thing. I raised a complaint 2 weeks ago about this. Not heard anything. Considering whether I can recoup the money via the small claims court or some such avenue.
- 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
- 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
- Aylesbury
- Reviewing
- SSE
- Date
- 2018-04-21
- Comments
-
Without a doubt the worst ever internet provider!!!!!
unreliable rubbish speed
Customer service team unattainable
Go else where!!!!+!!!+
- Location
-
- Location
- stockport
- Reviewing
- SSE
- Date
- 2021-07-03
- Comments
-
I moved from sky broadband and phone to sse. The broadband was connected on the start date yet the phone line was dead. I rang sse and spoke to a very helpful lady who got an engineer round the next day. They told me my line had been wrongly connected at the exchange and they sorted it just over an hour. This was not the fault of sse as all providers
of phone lines and broadband go through outreach so I can say I got 100% service from sse themself.
- Location
-
- Location
- DAVENTRY
- Reviewing
- SSE
- Date
- 2020-07-02
- Comments
-
Absolutely shocking. Was fine when 1st went in but a month later the blaming covid for slow speed. We pay for upto 70mbwe were averaging 34 mg and that was fine. Suddenly were on around 4mg bearing in mind we have 2 kids and out TVs are all internet service providers and rely on good speed. Have contacted sse and not a thing been done or said. Got to an escalation point yesterday and we have escalated it but they just dont give any cares at all. We will be leaving sse and not paying to do so as there not proving a service we pay for. Dont bother people its shocking
- Location
-
- Location
- Derby
- Reviewing
- SSE
- Date
- 2019-05-19
- Comments
-
Utter rubbish.
There is a lot of network throttling during peak times, and of course peak times are essentially any time OTHER THAN 9-5, when everyone is at work - meaning you are ALWAYS throttled during any normal time of day - think abysmal streaming speeds, piss poor download speeds and shocking connection stability - online gaming is just a nightmare.
The 'Technicolour' router is the biggest pile of garbage on the market, whoever in SSE thought this was a good product to give to customers must have been swung full force at a wall as a baby. The connection strength is non-existent, I have zero/one bar (effectively no usable connection) in my bedroom, which is no more than 4m from the router, through two walls (only one structural). The router will also randomly drop out for absolutely no reason.
I only chose SSE as they were the only provider to offer a 1-month rolling, and since I get my electricity with SSE I got a decent discount. If you are not limited by needing a 1-month rolling period, DO NOT GET SSE - you will experience nothing but misery when dealing with anything internet related. If you absolutely must use SSE (for whatever ungodly reason), invest in an aftermarket router, probably something by Netgear - and use the Technicolour P.O.S as a modem only.
- Location
-
- Location
- ayr
- Reviewing
- SSE
- Date
- 2016-09-29
- Comments
-
Started of great but 2 months in and countless phone call to complain about the speed of the broadband I am wishing I had stayed with BT. Waste of time to try and cancel they will not let you even if you are not getting what you paid for. I am on a 18 month contract and now counting the days till I can get watching catch up tv when I want.
- Location
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- Location
- Scotland
- Reviewing
- SSE
- Date
- 2015-09-10
- Comments
-
Placed order for phone and broadband expecting to be up and running within the stated 23 days .. but nothing .. phoned them after 5 weeks to be told the engineers were working on it .. after 6 weeks still nothing so phoned them again to be told there was a line problem that they had contacted BT about and unfortunately they could not transfer me over, I later checked with BT & line was good and unbelievably they never even contacted BT to ask about transfering my line .. best to avoid and got with a reptutable ISP provider.
- Location
-
- Location
- london
- Reviewing
- SSE
- Date
- 2016-06-30
- Comments
-
Well these guys are rude and can't behave and are obviously trying to get a one-up on customers. They have a "cooling-off" period where they expect you to chase them to install. Well I don't know where they got the idea they were so great but they aren't.
- Location
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- Location
- Liverpool
- Reviewing
- SSE
- Date
- 2021-12-02
- Comments
-
Worst internet provider EVER. Not cheap ether at £33p/m
- Location
-
- Location
- Chippenham
- Reviewing
- SSE
- Date
- 2016-04-16
- Comments
-
Came to SSE from Plusnet (not bad) and previously BT (utterly abysmal customer service outsourced to India) due to SSEs very reasonable pricing. SSE's customer service is superb. We have been having real problems recently that eventually turned out to be due to a local BT open reach line fault. We have had personal contract from the same individual from SSE (Nials) who has held our hand through this frustrating period with almost daily calls to us. I have never had service as good. Very impressed!
- Location
-
- Location
- notts
- Reviewing
- SSE
- Date
- 2016-07-02
- Comments
-
found this ultrafast service on google,at £21 total month3amly cost i thought its too good to be true! bt service terminated at 3am (38meg service supposedly,got much less),i plugged in new router and was running in 10 minutes,blistering speed 75.6dl/19.8ul, get it while its still available !
- Location
-
- Location
- kirkby in ashfield
- Reviewing
- SSE
- Date
- 2017-06-13
- Comments
-
i thought a review was justified to combat some negative reviews,many of which are simply down to online knowledge. Ive had the ultrafast fibre for over a year now (£21pm inc line rental) and its awesome ! now,lets talk a bit of 'tech' in laymans terms :) 1st,the router is poor,they even acknowledge this but it is free with free delivery. It works fine but the range is poor. Here you have 2 options,buy a router of your own or get a wifi booster ! Many have commented about throttling; this is done by many isp's at peak times,usually throttling streaming or certain types of downloads (torrents etc) , by getting yourself a vpn (virtual private network) you're much less likely to get throttling because the vpn makes the type of data you're using 'invisible' to the isp by encrypting it (a good vpn like cyberghost is only £30 a year for 5 devices). Do the above with your sse connection and you'll b hating when the contract ends because you wont get better value :)
- Location
-
- Location
- london
- Reviewing
- SSE
- Date
- 2020-10-13
- Comments
-
The home moving service is absolutely rubbish. Notified them 1 month before the move, but 3 weeks AFTER I move to the new home, I still don't have access to the Internet. Had to call them dozens of times, and the only answer is they don't actually work on the linework, it's all Openreach's fault and it has been delayed.
Due to the COVID situation, I have to work from home full time and can only mobile data for that! Not mentioning any other activities need broadband like TV/gaming etc.
- 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
- 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
- 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
- Bridgend
- Reviewing
- SSE
- Date
- 2022-06-21
- 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
- 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
- Anglesey
- Reviewing
- SSE
- Date
- 2018-08-31
- Comments
-
Took out an 18 month fibre (39Mb/s) contract with SSE back in Nov 2016 after the local ADSL service went to rats. At £21 a month it seemed like worth the risk despite dodgy reviews at the time. The next cheapest fibre we could get was about £40.
The kit and the service arrived on time as promised and, for the past nearly 2 years, it's just worked.
Speeds have been consistently around 35 - 37Mb/s from the start, more than enough for our typical use of a bit of streaming to tablets and laptops + general internet browsing. We usually have 1 or 2 laptops, 3 tablets and 2 or 3 smartphones going at a time and it manages to keep them nicely fed.
The wifi from the supplied modem / router has been a little weak for our 300 year old THICK stone walled house and did get a few drop-outs upstairs but picked up a cheap £25 Tendra AC6 router to use as an additional AP and that cured that!
Recently I realised that we'd gone past the end of our contract and reverted to their "standard" pricing of £42 per month since May. Really the only gripe I can think of is that they didn't give any sort of reminder or move us to their new monthly pricing automatically.
Still, phoned them up yesterday to see what they could do and got a very helpful and pleasant assistant who ran through the options without any up-selling or pressure and we settled on changing to line rental (no calls cos we don't use them) plus 76Mb/s broadband at £30/month less a £4 discount for having our electricity with them as well.
That's the only time we've needed to use their customer services and it was exactly how customer service should be!
So that's £26 for full speed FTTC with no headaches or hassles, on a 1 month rolling contract and price guaranteed for 3 years.
Happy bunny and more than happy to recommend SSE based on our experience over the past couple of years!
- Location
-
- Location
- St Albans
- Reviewing
- SSE
- Date
- 2016-11-17
- Comments
-
I have swapped from my BT infinity service. Have been with SSE for 2 months now. The switch went on smoothly. My download speed is the same more or less as SSE is using the same line as BT. Have not contacted Customer Service yet as there has not been any need. Great Value for next 18 months.
- Location
-
- Location
- Lancashire
- Reviewing
- SSE
- Date
- 2018-03-20
- Comments
-
10/10
I left Plusnet three months into an eighteen month contract, it was that bad they let me leave completely penalty free!
Was very dubious but signed up with SSE anyway, purley as it was on a rolling one month contract anyway.
Great decision!
Started off with the same issue I had with plusnet for three months, constantly dropping connection.
One call to SSE and it was completely fixed in 48 hours.
I spent hours and hours on the phone to plusnet, at least 15 calls, minimum of 10 live Web chats, and a huge in depth plusnet forum discussion and they couldn't resolve it.
Also even though their guaranteed minimum download speed was 8Meg lower than what everyone else quoted I'm actually getting an extra 6Meg download than I was with plusnet and talktalk before.
Very happy.
- Location
-
- Location
- Southwark
- Reviewing
- SSE
- Date
- 2023-02-21
- Comments
-
They were good in the beginning some years ago and so we renewed a contract with SSE in May 2022 at good fixed rates and secured some fixed client discounts which were part of the full contract term. Since August they are collecting £10 more and when I called Customer Service they acknowledged the error and breach of contract and said it would be fixed in the next bill. Many bills later, long fruitless calls with customer services, messages through Whatsapp - all no effect. I cancelled my DD 2 months ago. The bills still come by email saying I should call to re-setup a DD. No I won't do that.
- Location
-
- Location
- Moreton-in-marsh
- Reviewing
- SSE
- Date
- 2023-01-10
- Comments
-
Wi-Fi is absolutely rubbish , had it for over a year now , constantly turning off all day everyday , for the last month the speed gets slower and slower each day and its now at 0.1mbps and can barley open a website, shocking!
- Location
-
- Location
- fulwood preston
- Reviewing
- SSE
- Date
- 2017-02-20
- Comments
-
I was with sse fibre broadband for a couple of weeks when the problems began, I had 2 main problems 1: complete loss of broadband, 2:Speed dropping to less than 512kbps,this happened many times over a 6 month period, when I complained they kept going through the same rigmarole, I told them many times that I had done the test required by them, each time, and knew what to do, as I am a qualified computer engineer. They wouldn't send a engineer out,and the problem remained. Even after contacting the ombudsman and providing evidence of the problems, nothing was done. Oddly enough ,6 months after the initial complaint, when I told Sse that I had complained to the ombudsman the speed improved, I got a regular speed of 38.6 mbps until september,when the ombudsman failed me and I pulled out of the contract. I was informed by a close friend, who us an ex-fibre broadband engineer that it is BT openreach's fault as they are known to reduce speeds purposely, to encourage you to either upgrade or to move over to B.T. Its a huge con and nobody does anything about it because B.T are in control.
- 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
- Stevenage
- Reviewing
- SSE
- Date
- 2019-11-12
- Comments
-
At first the service was excellent. At the end of the contract I was robbed. Asked for a new contract. I now find that in the evenings it is so slow I cannot get e-mail. I am supposed to be on a 35Mb/s fibre service. They recently fired a lot of staff, hence the poor service. I have allready switched energy companies. I will switch phone and internet companies as soon as possible. I suspect they have a new boss who is killing the company.
- Location
-
- Location
- Crieff
- Reviewing
- SSE
- Date
- 2020-07-20
- Comments
-
Worst service I have ever had the do not answer emails
Have had problems since 2018 broadband connections
Cutting off all the time very poor customer service
For disabled OAP
- Location
-
- Location
- London
- Reviewing
- SSE
- Date
- 2018-10-19
- Comments
-
After reading many of the reviews of SSE Broadband, one could be easily mistaken for thinking SSE broadband is a pile of s__t. What nobody ever seems to realise is the quality of your ‘fibre’ broadband is going to be wholly dependent on the quality of the copper line from the node, to your premises. Seemingly a lot of people whinging on this website, simply have a crap copper line, or are miles from the fibre node, and therefore, will have issues with their VDSL regardless of the provider.
I took the leap to SSE broadband a few days ago, the reason namely due to the fact I already was with SSE for electricity and didn’t want to sign up to an 18 month contract with another provider for fibre. I have had TalkTalk and Sky on the same physical line, with absolutely no issues.
The result?
Three days of a solid connection of 10 mbit up, and 40 mbit down. Uploaded 40GB to Google Cloud in a day without issue, speed tests using fastest.sh (on Linux) have been consistent:
2018-10-19, 18:55, None, 37.2, None
2018-10-19, 12:03, None, 37.2, None
2018-10-19, 12:06, None, 37.2, None
2018-10-19, 15:35, None, 37.1, None
2018-10-19, 15:55, None, 37.2, None
2018-10-19, 16:55, None, 37.2, None
2018-10-19, 17:55, None, 37.2, None
2018-10-19, 18:55, None, 37.2, None
2018-10-19, 19:55, None, 37.4, None
What can you ask for really? YMMV. If you have a poor quality copper line to your house, you're going to have poor internet regardless of the provider - blame Openreach.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
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