SSE broadband feedback

damoderby

I've been trying to sign up to SSE via quidco but each time i enter all my details it says on the SSE website "service unavailable". I've raised the issue with quidco but wondered if anyone else had experienced this?

[Deleted User]

Laurensalive wrote: »

I have had SSE broadband and phone for 6 weeks now. Speed is about 8. This is a good speed, as I was only getting 3.5m with my previous provider.

It is interesting to hear that your speed has more than doubled. What does your speed drop down to in the evenings?

Laurensalive

I have run an evening speed test at 20.48pm. Results are 6.57 mb/s . This is good. As I can now watch Now TV and use the internet. Totally happy with the speed.
I do know the daytime and early evening speed is be about 8 mb/s or over.

gassieb

Our move to SSE broadband has been fraught with !!!! ups and delays.
The staff are very polite and personable but the left hand does not seem to know what the right hand is doing.

25/5 - We agreed with SSE verbally to move our broadband to them. We are on a LLU line so did not need a Mac Code. However, because of this there may be a 7/10 day period without broadband because they say they have to close the LLU line and then reapply to BT to get another one up and running. This is inconvenient to us as we run our business from home but we accepted this.

16/6 - Without notice our broadband/phone was cut off. We rang our old supplier who said the line was dead and registered a fault on the line. I rang SSE to enquire if they had an installation date - the lady advised phone line being installed today! Therefore, I had to ring back the old supplier to advise there was no fault on the line – it is dead because it is being moved without our having been given notice.

22/6 - We don’t actually use the phone part of the broadband package because we use my partners business phone line (which is cheaper). I assumed the phone line must be up and running as I had received a couple of phone calls on the ‘new line’ (though asking for the wrong person). I rang SSE to enquire when the broadband aspect would be installed. They told me they use a ‘daisy’ system and when the phone goes ‘green’ on their system they issue the broadband side of things. Turns out our phone line is not working and still ‘amber’ on their system. After a lot of faffing around the phone line is confirmed working but still ‘amber’ on their system. I am past through to the resolution manager who informs me it is lucky I phoned because they wouldn’t have known it was still ‘amber’ unless a customer informed them. Because we don’t use the phone aspect it could have been a considerable time before we were aware there was an issue. I am told the phone should go ‘green’ tomorrow to enable the broadband aspect to be instigated and ‘fast tracked’ to get broadband running this Friday. This sounds hopeful.

23/6 - Resolutions Manager phones to inform me phone still ‘amber’ on their system therefore won’t be able to be fast tracked now and is likely to be installed 7th/8th July 2015. She said she would file a query with BT Open Reach and give them 48 hours to respond.

26/6 - Phoned but Resolutions Manager not in so referred to lady on broadband section (Hannah) who said she was d/w the case. Phone now ‘green’ on the daisy system but broadband is shown as being incompatible. I query how this can be as we’ve been on broadband on that line since 2006!! She promised to look into and resolve this matter and get back a.s.a.p

29/6 - Hannah advised BT are going to ‘update our line’ but their open case will not be resolved until Fri 3rd July. She will then put the broadband order in and it will be ‘Fast Tracked’ so we should be up and running by Fri 10th July. I was assured it would be up and running by then.

1/7 – Curious clicking noise on new line when my mother rings by mobile. Is this because BT are doing something? (We’ve not had this issue before).

6/7 - Hannah phoned and left a message to advise broadband ordered to go live on 20th July (!) However, the line is still showing as live with our old supplier (!!) so can’t be ‘fast tracked’ and we may need to request a migration. I was furious upon listening to this message as it is now 22 days since the exchange began and now the intimation is that we will have to wait another 14 days on top of the 22 days and there is still a supposed problem of us being still connected to our old supplier (Which didn’t seem possible as we had an LLU line that couldn’t be migrated). I phoned Hannah (who is very pleasant to speak to). She advised the broadband router had been ordered. I said we received it today. She said this couldn’t be possible as she only ordered it this morning and it was early afternoon. It was decided I connect the router and when I did so, the reason the line was shown as live was because it was actually live with SSE and Hannah seemed oblivious to this! (Right hand not knowing what left hand doing it seems). We were offered a maximum of £20 for the inconvenience.

9/7 - A 2nd router arrives today! (Did Hannah not cancel the order?) Will there be other complications to do with us now having two routers….charged for two lines or one cut off? We hope not but owing to the hash up setting us up, I do not have much confidence). The deal was for ‘up to 18mb’ and when the verbal agreement was made we were assured we’d get at least 12mb (This was double our previous suppliers figures. I understand, it takes 2 weeks for the broadband to reach it’s expected speed. I hope so, because thus far the speed (upload and download) is woefully short of our previous supplier (Home Telecom)…who incidentally have charged us a disconnection fee!

12/7 - Curious clicking noise returns to new phone when speaking to my mother again (Though this time via her landline) – I have spoken to her between the 1st clicking noise of 1/7 and today without any clicking issue. Could BT be working on our line to set up the 2nd router they’ve erroneously sent us??

To sum up so far – If I’d realised the hassle we would have had in moving to SSE broadband, I would not have done so. At no point have we received any communication in writing telling us when either the phone or the Broadband agreement is due to officially start. Despite them being very polite to talk to I have found them inept and could not recommend them.

BillP

gassieb... Just a thought about that curious clicking sound.

Since it only appears to happen when your mother calls, could it not be that she's learning one of the //Khoikhoi languages and simply snatching any opportunity to practise?

In Ju|'hoan, for instance, Hello is ≠Xá! o, while How are you? is !Ka tseya?

In the even clickier |Xam, Good evening is Kkuerre kkuerre kke and another night-time greeting is ≠kensi ||k"um, while I am well, in God's name is N fara /tswi \||oa llẽ.

gingerbeardman

Here's a summary of my experience: I'm happy.

RATINGS
customer service: 3/5 (good)
hitting deadlines: 2/5 (poor)
broadband: 4/5 (very good)

DATES
Sign up: 27 May
Phone line: 17 June
Broadband: 25 June

- slow signup process (1 month, including 10 day "cooling off period" after first instruction. line was already present but previous tenant had cancelled it)
- phone line went live the day it should (thanks OpenReach!)
- broadband order was not attached to account, and therefore not set go live the day it should have
- I escalated broadband live date to manager and it was live 2 days later, just in time for them to honour their "live within 30 days" promise on the initial call
- 4 digit website login code arrives by post (only!)
- free Technicolor modem/router has a bad reputation, but I've found it absolutely great—it's got a reliable Broadcom chipset and out-of-the-box it gets faster speeds than my "highly recommended" Billion 7800N!

I'm canal-side in King's Cross (London, N1) with no fibre or cable, and the unlimited 4G through Relish was sadly unreliable. So copper wire is my only option. I went with SSE as I refuse to pay extra for line rental and for a phone service I will never use.

Current max speed is around 7.7Mb/s and improving. The line is capable of 12Mb/s so hopefully it will improve even more over time. SNR ratio has dropped already from 15dB to 9.9dB and I hope will continue to drop towards the optimal 6dB.

Overall I am happy. That said, once the deal expires I still intend to reevaluate my options.

HTH.

Feel free to ask questions.

matt

ps: "Daisy" system: SSE offering is run through DaisyGroup dot com

Brunnen-G

w50nky wrote: »

...

I will call to try to obtain password and settings for the router when I have some spare time to kill!:coffee:

I just thought you, and perhaps others, would find this info handy. The login and password to use your own router (or just the supplied router without the openreach one for fibre users) is included on the sheet offering the "Internet Security Suite". I got one with the router, so I am assuming you all did too HTH.

northeastkev

Hello

Just thought I'd drop a note of my experience so far with SSE phone and broadband.

Took a few weeks after ordering for things to really get moving. I wasn't overly impressed at receiving a letter on a Saturday morning saying they needed more details from me to be able to complete to order. I rang and was on hold for about half an hour, then when I did get through I was told (as appears a common complaint has been from others that signed up) that their system issues that letter automatically and they didn't really need any further info. :mad:

My phone service was due to switch the following Friday. My Sky line went dead on Friday morning and I expected the SSE phone service to go live shortly after. Come 7pm that night the line was still dead so I called them. To be fair, the guy I spoke to was very helpful and said he'd get it chased up. I tried the line again the next morning and it was still dead so I rang them again. The line went live about an hour later. So rather than being without a phone line for a few minutes or so, it was a good 24 hours.

So that was the phone service switched but broadband was to follow. I knew there would be several days down time between my Sky broadband being disconnected and the SSE broadband being connected so I can't complain about the gap!

Router finally turned up and the broadband went live a few days later.

As far as I was concerned that was it all sorted. I was a bit puzzled to get a phone call from them several days later, which I missed, so I called back. The person I spoke to couldn't see why I'd been called though, only the dept that had rang me, so he said he'd arrange for them to call back.

The callback came a few days later. Not far in to the call the call suddenly ended. I thought they'd call again but no, they never did. I've no idea why they were trying to speak to me.

Fast forward a month or so to yesterday when I received a letter with some contract information. The letter is dated 13th JULY and it tells me that my phone service will go live on 5th JUNE and broadband on 13th JUNE. Spot the obvious error. Incidentally it outlines my cooling off period rights, so what would happen now if I changed my mind, several weeks in to the contract but only just having received details of my cancellation rights?!

Another letter this morning... before I opened it I tried to guess what error I'd find but couldn't think of one. Anyhow this is one that gives me details for accessing my billing online. Had some trouble registering given that it tells me to go to (had to edit this part of my message as the forum won't let me include links) the SSE website but with /yourlogin on the end, which is a page that doesn't actually exist! Did a Google search and found the correct address actually ends /youraccount :eek:

So in summary, I'm pleased with the price but the service is a bit lacking.

northeastkev

catz77 wrote: »

The SSE website confirms traffic is managed so I emailed my query and two weeks later I was advised to contact my local road agencies as SSE did not deal with traffic!
I

Sorry, but :cool::rotfl::rotfl::rotfl::rotfl: made me laugh!!

w50nky

Brunnen-G wrote: »

I just thought you, and perhaps others, would find this info handy. The login and password to use your own router (or just the supplied router without the openreach one for fibre users) is included on the sheet offering the "Internet Security Suite". I got one with the router, so I am assuming you all did too HTH.

Yes, useful info. Have you tried it yourself? I know the username is the same in the router as the login info on the page you refer to, however the password in the router has a different length to the one on my paper copy to log into the website.

To be honest I have not tried it myself as yet as the Technicolor router has been good. I can stream HQ movies without any buffering, unlike my BT 3 hub. Will try after Holls as the WiFi range is not quite as good as previous router.

Thanks again.