SSE broadband feedback

Brunnen-G

I have used it myself, but as I am on the fibre package I used it to ditch the openreach modem and connect directly using the supplied TG799vn v2.

Babycakes

I have just initiated a switch from Plusnet to SSE.

Problem 1 - Plusnet have told me that they will cease my line in 14 days, but SSE have said that they will not do anything for 14 days, which is the cooling off period. So I could be without a phone line for two weeks!

Problem 2 - SSE have said that I will be without broadband for a further 7-10 days because they cannot switch both services on the same day.

Not a great start!

dandare1980

dandare1980 wrote: »

I sadly seem to be in the same position as Gingerycat.

I signed up for their talk weekend (14) & SSE Everyday Broadband (D411) package on 6th May 2015.

Although my telephone service has been successfully transferred, the broadband part of the order has not progressed and I have had no communications to advise me of its status, despite numerous emails.

I supplied a MAC code on 12th May, but due to the time that has elapsed I believe this code has expired (I was advised that this would happen within 25 days).

Not at all happy, guess the deal was too good to be true and they are now oversubscribed.

My last provider was BT, so I'm currently paying £32.38 for the broadband alone. The only flip side is that for some reason SSE have not taken a penny of the £12 a month since my phone line switched.

Will try to speak to them by phone tomorrow to find out what is going on. Best speak to BT and request another MAC too.

Is anyone else having trouble?

EDIT: Just read this, could this be part of the problem?

"Under rules introduced in June 2015 consumers who switch broadband provider no longer require a MAC code. Instead, Ofcom's revamped code of practice transfers responsibility for managing a switch to the provider to whom the customer is switching."

Well, I haven't heard a sausage from SSE, but today I received an email from my current broadband provider BT advising that my broadband service is finally being switched to another provider on 30-Jul-2015.

Let's hope SSE can send me their router in time, else the next issue will be broadband disconnection.......!

pcharry

I had this problem with quid co and top cash back, it seems that you have to enter your phone no wia their web site to get cash back, I have made enquiries with top cash bav and they can't do anything., which is poor.
You have to phone SSE direct without getting cash back,. :-( .the reason is probably is that you originally had a BT line but transferred to another provider or ,talk talk ,Tesco etc, this what happened to me, I was originally bt, then post office and Tesco. I tra
Nsferred to SSE as Tesco was moving to talk talk and my free broadband was running out.
If you can ignore the cash back part and a low user on basic broadband and ond only make a few calls at the weekend ,this seems an excellent deal for £12 a month.
I have just been connected to SSE basic 1
£12 a month ,broadband and weekends calls. On July 3 and !the broard bandwas up and ready on 10 July, the router was received on 9 July. .it was easy to set up. Basically the router was identical to my Tesco one, ad just needed to swap routers over. No problems so far. :-)

frmarcus

Well, it's looking as if SSE can't organise a wee-wee in a brewery, per some people's experience. The problems with bb are particularly concerning, suggesting that one could be without it for some days or weeks. These days there seems no excuse for more than a few hours' lag between changes - if not instantly.

Unfortunately companies push these cheap deals, then get caught by the popularity and can't cope, as if taken by surprise. Then there's a whole load of hassle trying to get out of the new, useless (non-)service. Shame there isn't legislation as with banks that the change MUST happen within a short given period and ALL aspects of the change (dd's, etc) must be in place and working, or else...

georgemac_2

I signed up on 16th June.
Phone service transferred on 7th July.
ADSL BB will be transferred on 28th July.

Although BT had told me my contract was ended, it was not, but only a couple of weeks to go so exit fee of £5.40.

The ADSL router arrived yesterday.
I am still intending upgrade to fibre but the date for my cabinet has now slipped to the 8th August.

No problems with phone service.

gagbel

Dear MSE group
I found SSE Swalec Broadband and phone with weekend calls to be cheapest deal.
How is the service?
Anyone used it ?
Please let us know
gagbel

neviril

So far I have been very disappointed with SSE as a new customer.

I moved in this unfurnished (empty for over half a year) property on the 4th of June.
(Very rural area, hardly any 1g network, no mobile signal in my home at all. No free wi-fi in a 1 hour-radius, I am now on a BT Hotspot which is so far away from my house that the signal constantly drops, I'm just telling this because I am EXTREMELY frustrated)

Anyway on the 8th of June I manage to find signal and call SSE to get Broadband + Talk weekend out. On the phone they tell me that the Internet should be installed on the 17th of July, and the phone would be installed a couple of days before that. I should receive 2 letters in the next two weeks to confirm the dates that the engineer will be coming.

I receive no such letters, but I do receive 1 letter telling me there's a problem & I need to contact them. I did about halfway June and they said there wasn't actually any problem and the letter was sent out by mistake.

On the 9th of July I still haven't received any letters to confirm the actual dates, so I call SSE and they tell me that an engineer will be coming the next day to install the phone line. They also say that they have to wait 24 hours after the phone is live before they can order the internet!

The next day (10th) the Openreach engineer comes round, asks where the master socket is, I explain that I have absolutely no clue. He seems to find some sort of wiring going all through the house and there are extensions and there is something in the bathroom, anyway, he needs to do something about the phone line outside... It takes him a good 5 hours (many spent outside on the telephone pole) then installs a master socket and says its done. He leaves in a great hurry.

I call SSE again to ask about when the Broadband will be installed, they say that although it was originally on the 17th they hadn't actually booked it for that date so now I would be looking at the 23rd but they will call me to confirm this. A couple of days later I receive an email that they have booked an engineer in on the 27th!!! to install the internet.

On the 23rd I finally got a housephone which I tested at a neighbours house, and works just fine. I come home plug it in and, nothing. The Line is just completely Dead, Call SSE to confirm that the phone line should be working (I thought maybe it only works in weekends, or it only starts working on the date of the broadband or whatever) anyway they say it should be working, and they are going to check with another team.
Been put on hold for ages, and finally they decide to give me a call back, They tell me to unscrew the master socket thing and plug it into the bottom right hand corner. The line is still dead. Then they say that they can send an engineer out but if the fault is found to be within the property I will have to pay the call out charge.
I was stunned! I can understand that I would have to pay for damage that I have caused, or if the housephone was faulty for example, but say this engineer would come round and say for example oh those extensions are causing the fault, because they are within the property you will have to pay for the charge. Those extensions aren't mine, they were left behind by the previous tenants when I got SSE I told them I was new to this property and had no idea if there was or wasn't any phone line installed, so surely its up to the engineer to fix this as an installation?

Anyway because I am absolutely unable to pay the call out charge I can't afford to say yes to an engineer appointment. So at the moment my phone line is dead and nobody is going to do anything about this....

The engineer will still come on monday to install the internet but the call centre advisor said that if the phone line doesn't work the internet won't work either. He also said that the engineer coming on Monday might not be able to have a look at the telephone line.

I'm honestly at a loss, it is too late to cancel my contract with SSE, I can't afford to pay for a call out charge so I can't have an engineer coming by, and at this rate I don't want to pay my first bill for a service that I don't have...

portvilla

I am in the process of changing from BT phone and Broadband to this offer from SSE after a few hick ups at the beginning for which they have offered compensation my phone line transferred on 1/7/15 and I can still use the over ride number 1899 ok cannot comment on Broadband yet not going over till 28th July but so far I have been impressed with there customer service something BT don't seem to know the meaning of

georgemac_2

neviril wrote: »

The engineer will still come on monday to install the internet but the call centre advisor said that if the phone line doesn't work the internet won't work either. He also said that the engineer coming on Monday might not be able to have a look at the telephone line.

he will be able to check the line and if it's dead he can contact BT - if you are plugged into the socket with the master cover off it's not your extension and it's BT's problem - but SSE will be able to get them to fix it faster than you.

Hope it gets you all connected