496 Customer Reviews over 13 pages
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- Location
- Leicester
- Reviewing
- SSE
- Date
- 2020-12-24
- Comments
-
Confused to read all these bad reviews only problem I had was the router not being delivered on time other than that the internet has been perfect not slow at all...can watch netflix amazon prime etc. with ease and not that expensive per month
- Location
-
- Location
- Bournemouth
- Reviewing
- SSE
- Date
- 2020-11-28
- Comments
-
Wow, what can I say. Worst broadband provider ever and incompetent liars. My mum was hitting 2 mbps max, which isn't good for me WFH because I use video conferencing. We called to ask them to leave or to fix the issue. Instead, my mother (her mistake) signed up to their fibre (thinking it would be quicker than moving). My mum asked several times if we could leave no hassle if we were happy - he said yes, within 14 days no strings attached AND that it would be done within a week.
In the meantime, they sent an engineer to look at the phone line as that wasn't working. The engineer fixed that and we asked him about why we had only 2mbps and he did some fiddling and fixed it so we were at least getting 9mbps.
Low and behold we call them after a week because we didnt get an email telling us they switched us (as promised, alongside new contract). No contact. We call them and they it will take another week.
2 weeks later (time we could have switched to a different provider) we had to call again. They had switched it, but we were getting NO internet now.
We have been on the phone to them for four days straight. No internet for me as a consultant means I lose out on money. They have not been able to fix the issue and so we tried to cancel, but it turns out the salesman lied to us: we cannot cancel our contract. As I said, my mum asked twice. Remember, he also lied about if they could fix the previous 2mbps and said no - had they done that, we could have at least 9mbps better than nothing.
Disgusting company, horrendous sales team. One lady we spoke to was helpful but that doesn't solve the problem. Wifi is dropping constantly rendering it nearly unusable.
Now they are saying we can only cancel if they don't fix it within a 'reasonable' time. What's a reasonable time to you? Because for me it is unreasonable that I still cannot work 4 days after making a complaint.
DO NOT USE THEM! Don't make our mistake.
- Location
-
- Location
- Witney
- Reviewing
- SSE
- Date
- 2020-11-23
- Comments
-
I was promised speeds of 74Mb/s and out of all the time using SSE only managed a speed of 44Mb/s. And they then had the cheek to charge an exit fee of £84.00.
I would not recommend using their service.
- 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
- Birmingham
- Reviewing
- SSE
- Date
- 2020-10-27
- 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
- Sheffield
- Reviewing
- SSE
- Date
- 2020-10-15
- Comments
-
Just perfect! Promised frustration free broadband, got frustration free broadband. They send an engineer from Openreach to my house to fix the line on my first day of contract, before I even mentioned to them that it's not working - something TalkTalk has not been able to do despite WEEKS of constant complaining! Honestly, save yourself the pain of a slightly cheaper provider without any service, totally not worth it. Choose SSE.
- Location
-
- Location
- Bucks
- Reviewing
- SSE
- Date
- 2020-10-14
- Comments
-
Extremely poor customer service - passed from pillar to post with excuse after excuse. Slow and unreliable internet with no support. Would not recommend.
- 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
- Inverness
- Reviewing
- SSE
- Date
- 2020-10-11
- Comments
-
Every night my speed gos down now tonight no internet at all this is 4th time in last 2 months think I need a new supplier
- Location
-
- Location
- Edinburgh
- Reviewing
- SSE
- Date
- 2020-10-09
- Comments
-
Worst IPS I've had the misfortune to use. Usually an IPS will have good internet, but bad customer service, or good customer service, but slow internet or faulty equipment. SSE is bad on all fronts. The worst customer service. It was so bad that even their automated password recovery email didn't work. I emailed them 6 times to try and get into my account, and they didn't reply once. I was locked out of my account for 6 months. Long waiting times on the phone just to get hung up on by rude agents or faulty connections. Worst of all was the broadband. It was so inconsistent, I'd have drops outs at least once an hour, forcing me to reset the router. I spend hours, checking all the device drivers, forwarding ports, and troubleshooting wireless receivers because I was in complete disbelief that any broadband connection could be so awful. The moment I switched to BT every single problem I'd had with my internet, even the ones I hadn't suspected were related to SSE went away. Every. Single. One. Do NOT use this company, no matter how much they try to sucker you in with savings. My phone gave me a better internet service.
- 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
- Essex
- Reviewing
- SSE
- Date
- 2020-09-16
- Comments
-
Oddly after multiple attempts at calling and waiting, I got through to a perfect Customer Service rep
She explained my Billing
SSE being a big company has poor Front end IT and user interface (especially Utility firms)and leaves many confused about billing - the Online experience for SSE, once into ones account is very poor. Big companies suffer from this because of very poor and dogmatic myopic hiring protocol and not thinking outside of the box, thats why I stay small and nimble.
So SSE is not specifically different but could improve significantly.
- Location
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- 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
- Essex
- Reviewing
- SSE
- Date
- 2020-08-19
- Comments
-
Broadband is ok they are a reseller of Vodafone broadband. So if your a Vodafone customer go direct for broadband as you will get a better discount.
- 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
- Manchester
- Reviewing
- SSE
- Date
- 2020-08-18
- Comments
-
DO NOT GET SSE
Worst wifi ever goes off at least 5 hours a day cant get hold of them if It does go off still send me Bill's after no internet for 2 weeks
DO NOT GET YOU WILL PAY MONEY FOR THE WORST SERVICE I HAVE EVER SEEN IN MY LIFE DISGRACEFUL
- 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
- Aberdeen
- Reviewing
- SSE
- Date
- 2020-08-04
- Comments
-
I wanted to cancel my "no-fixed term" contract and was told I could get a discount. What I got instead is a new 18 month contract, but was only told I am getting a discount! Now I'm having to pay cancellation fees due to not being aware of the new contract.
- 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
- Bristol
- Reviewing
- SSE
- Date
- 2020-07-16
- Comments
-
Absolute rubbish! Rubbish service. Pricey... never, ever again!!! Extra charged. DON"T EVEN THINK TO SWITCH TO SSE... you will REGRET! 100%
- Location
-
- Location
- Partridge Green
- Reviewing
- SSE
- Date
- 2020-07-13
- Comments
-
We've been with SSE for a couple of years and their broadband has been a little patchy with the router dropping out every now and then. However last Wednesday night it dropped out and has not been back since, apart from a brief period over the weekend. We phoned last Thursday to be told it would be referred to their technical desk, and they could give no timescale to be resolved. Phoned again this morning and I was told the same, and the reason they could not give a timescale is because they are just getting set up for people to work from home! Nearly four months since everybody else did so. Service from them is non-existent with no emails or calls replied to. Avoid at all costs!
- Location
-
- Location
- Knutsford Wa16
- Reviewing
- SSE
- Date
- 2020-07-12
- Comments
-
My internet stopped working I called them, it took one hour for somebody to answer the technical team could not do anything, two days later the internet started working. Four days later it kep cutting out again whilst I was in the middle of a zoom meeting for work. This keeps happening every day. Friday 10 July 20 it went off again and not come back on again. It has cost me money on my phone to pay for more data. SSE you need to sort this mess out!!! I will have another stressful day Trying to contact you to sort yet again the same problem !!! Wake up !! You will have no customers left
- 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
- Cumbria
- Reviewing
- SSE
- Date
- 2020-07-08
- Comments
-
My first time with SSE was brought to and abrupt parting of the ways by a house move. Overall at the time I was pretty happy with them. The accounts system was one of the best I had come across, never as mistake, an overcharge, nothing. Support at that time was pretty brilliant if you could not get through the automated system asked if you wanted a call back and gave you an approximate lead time, and it worked, brilliant! The only downside I recall was the fair usage policy, which quite simply was not fair and caused a lot of frustration at times and up to the time of writing is still sadly in place. I tried to transfer my account to the new address but was informed they could not supply to that address at that time.
I tried 2 other broadband suppliers, neither one up to much. I won’t name them here.
(But they were Sky and Plusnet)
Later SSE became available. So this is my second time with them and my 18 month agreement has come to an end. I have sadly made the decision to move on. The systems and accounts department are still solid. As far as support goes the automated call back system is no longer there and your stuck with the endless wait times, though the staff have always been helpful. I have been on a supposed 35mb fibre connection which for the most part seems to operate between 8mb and 20 mb and the test were run in the main via ethernet cable. I understand that they are thinking about moving over from unlimited broadband to truly unlimited. I f anyone from SSE happens to read this I would like you to know how much you have got right and to thank you for it. What a shame!
- Location
-
- Location
- Worcester
- Reviewing
- SSE
- Date
- 2020-07-07
- Comments
-
SSE seem to think that Covid is a good excuse for no internet or very slow internet. Tried to phone may times no result tried customer service same result. I would advise you not buy if you do you will disappionted. It would be worth paying 120 pounds to leave
- 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
- 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
- Gloucestershire
- Reviewing
- SSE
- Date
- 2020-06-30
- Comments
-
The service has been fine. But a fallen tree has severed my line. Openreach cant repair it until SSE contact them. I have been trying to get through to them for 2 days and have so far spent 4 hours waiting with no answer and no response to emails or anything. They are a disgrace.
- Location
-
- Location
- Cornwall
- Reviewing
- SSE
- Date
- 2020-06-29
- Comments
-
DO NOT USE SSE!!!!! after installing router we have had a few days of poor quality internet, then nothing. its been over a week with no internet, no customer service, you wait hours to speak to someone and then the line goes dead. no answer over and over again. Repeat DO NOT USE SSE
- Location
-
- Location
- 65 Orchard House, Orchard Lane,Alton Hampshire
- Reviewing
- SSE
- Date
- 2020-06-24
- Location
-
- Location
- Dundee
- Reviewing
- SSE
- Date
- 2020-06-24
- Comments
-
Cheap and nasty .you get what you pay for. We were with BT for 14 years with minimal issues. We switched over to SSE for price reasons and sure enough we have a never ending problems. It takes on average 40 minutes to reply any customer service phone lines. I would avoid this like the plague if you’re looking for a broadband provider
- Location
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- Location
- Stalbridge Dorset
- Reviewing
- SSE
- Date
- 2020-06-19
- Comments
-
Our fibre broadband stopped working, so once I got through to an operator (20 minutes wait at peak time) she was very helpful, patient and being an English call centre, there was no issue with understanding each other. She talked me through making several address changes in my routers settings which took a while, but she waited until I had tested the fix and all is well again.
I've had 3 occasions now to contact sse broadband with issues over 3 years, and all 3 times their level of service is excellent. I left BT because I found their customer service non exsistant and they caused me a lot of stress, sse customer service is a credit to them and is why I'm writing this review.
- Location
-
- Location
- Portsmouth
- Reviewing
- SSE
- Date
- 2020-05-31
- Comments
-
We've had SSE fibre ultimate for around 4 years now. Compared to the virgin product we were on previously, it is flawless.
In 4 years we've experienced 2 drop outs that lastest all of 5 minutes each. We have never experienced any throttling or peak usage and during lockdown with heavy working from home (I work in IT and spend 10 hours a day working remotely and on video calls). When we were with virgin the service here was terrible, packets constantly being dropped and peak time usage really effecting video streaming and general browsing
A lot of reviews on here are from customers who probably do not have a decent BT line to their property or have localised issues with the BT network. No matter was provider you were with, you would have experienced the same issues.
Overall, SSE is cheap, reliable and quick.
(I'm also an ex SSE employee who hates this company with a passion)
- Location
-
- Location
- Wolverhampton
- Reviewing
- SSE
- Date
- 2020-05-27
- Comments
-
Broadband keeps dropping, calling call centre, THEY ACTUALLY CLOSE EARLY EVENING!!!! Can never get throught to them.
I tried live webchat....HA!!!! I was number 1 in the queue for over an hour.
My speeds were eventually down to 3...yes 3mps.
Awful.
- Location
-
- Location
- Almondsbury
- Reviewing
- SSE
- Date
- 2020-05-27
- Comments
-
Excellent customer service: Called the faults tea
And an advisor answered within 2 minutes. The lady established Remotely that the fault was external and arranged with openreach to have the fault fixed within 48 hours. In fact the connection was up and running within 6 hours. Thank You SSE!
- 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
- Freuchie, Fife
- Reviewing
- SSE
- Date
- 2020-05-10
- Comments
-
So we went through Uswitch as recommended by a friend and up popped SSE with the best deal, contacted them also and decided to take out the “Unlimited Fibre” package which is speeds up to 38Mbps. At the start it was ok speed but not great ranging between 14Mbps - 18Mbps and as the months went on it then began to decline at a steady pace we are currently 10 months into our 18 month contract and we average between 1Mbps - 2Mbps with an average upload of 0.5Mbps. Broadband is absolutely atrocious, the worst we have ever had. We where told to expect some issues with speed and connectivity from time to time but this is a joke, told that if we wanted to cancel we would have to pay a colossal sum of money to make up for the months remaining that SSE will lose out on. We currently pay £23 a month but this “Unlimited Fibre” is normally a £47 per month package.
- Location
-
- Location
- South Shields
- Reviewing
- SSE
- Date
- 2020-05-06
- Comments
-
Been waiting since 24th April for connection still waiting (6 may) !!!
Phoned customer service they put you on hold then either cut you off or put you on answer machine ,,,, disgusting service please avoid !!!
- Location
-
- Location
- Fortrose
- Reviewing
- SSE
- Date
- 2020-05-05
- Comments
-
Customer service is terrible. Connection would often cut out for short periods, no problems 2 weeks out since switching to a competitor. Still sending me letters and bills after switching.
- 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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