SSE broadband feedback

georgemac_2

My letter from BT says my broadband is being transferred to SSE on 28th July.

Got a letter from SSE saying my service with them starts on 29th July, think Tuesday might be interesting.

Helen_Brixton

VERY DISAPPOINTED SO FAR...


1. You hang on the phone for 10 minutes, at least, to speak to someone on Customer Services.


2. 3 weeks after applying for the deal, I still do not have service. This is because they have a 14 day cooling off period, before which they will not even book you in for the telephone engineer to visit.


3. Finally, they booked my date. Last Friday, 24th July. I waited in from 1 pm - 6 pm and nobody came and nobody phoned to update me.


4. Around 3 pm that day I phoned to ask for a more accurate eta of the engineer. They said they were unable to contact BT Open Reach to ask. I pointed out that in these days of mobile phones, it must be possible to contact the engineer to ask him. I said that Sky had recently been and they had updated me on the morning with an accurate eta. They still were unable to help. They confirmed they had me booked in for that afternoon and that I just had to wait.


5. Over the weekend I emailed a complaint to SSE on their special complaint form to say I'd waited in and no one came...I am still awaiting a response on this.


Poor, poor, poor!


I went with it because it's cheap. Do you get what you pay for? I would like to think this is an isolated occurrence, as the price (£12 pcm for broadband and phone line) is so good.

georgemac_2

BT Internet went off at 06.45 this morning.
Connected the SSE TG852n router and immediately connected and working OK.
Showing download speed of just over 9 MBPS which seems too high and not possible, my max is supposed to be just over 7.

The router login requires the serial number as the password. Logged in easily and changed the wireless SSID and password.
The router although very basic looks quite good, although only has 2.4 Ghz wifi not dual band like modern routers, but as I am intending upgrading to fibre hopefully wont have it long.

Will monitor and see how service is. So far so good.

Edited to add - all fine after day 1. Have tested the wifi and the 2.4 is stronger throughout my house then the 2.4 from the BT Home Hub 4- even from the bargain basement router.
The 5 Ghz band from the home hub 4 has never been that good in terms of range.

SouthSimon

Has anyone changed from Virgin to SSE and kept there same landline number???


Any info on the change over would be helpful??

someuser08

Can please anyone switching from BT to SSE confirm that BT broadband (including fibre) will be still functional after move of the phone line to SSE? I read that bb switch is happening a few weeks later and obviously dont want to be without internet during that time. Thanks.

w50nky

Yes, that is what happens. SSE take over the phone line, then after around 7 days the broadband should be transferred. BT did not seem to know this however, I had cause to contact them on another issue and they could not believe they were only providing broadband. Only after she did a line test did she confirm this was the case but had never known it before. This was with ADSL not sure about fibre however.

georgemac_2

Fibre should be the same as ADSL if you already have fibre, or can upgrade to it. SSE will handle it all with BT. For me it's been very straightforward.

avantra

I like Plusnet in general as my service is good and when I did need some help they were good technically and nice to talk to, started with them in 2012 and every year when new deals from competitors are coming up I challenge them to match or get very close.

No denial that a 16% increase in Line rental saver is abysmal and probably down to BT signing up for all these sport rights, personally I have no interest in sport what's so ever but I appreciate many do.


No denial that once you take the cashback from Top Cashback or Quidco the SSE deal is very good, but caveat emptor as always.

This hot deal will attract many more clients to SSE especially from here where we have a good appreciation of the bottom line, however from past experience the courting period is fast to vanish and the ISP is then starting to struggle with the ratio of clients to infrastructure be it physical or customer services. (Actually Plusnet my ISP is a good example as they always struggled after a 'cheap deal' campaign).

Like I said earlier to me the competitors rates are a good opportunity to speak to the cancellation dept and see what they can do to retain me.

Spoke to Plusnet this morning and mentioned the SSE deal, without too much haggling got a £0 over 24 month for the copper ADSL BB and weekend/evening talk time package.

Yes I fancy Fibre but I can't see what usage I will have for it as catchup TV is my main usage and works fine on the 6meg line in my street.

Yes I will have to pay £185 LRS but I paid in advance and I will loose 9 month of my current LRS if I leave now.

So yes I will save £1.97/month over 24 month after taking cashback in to account but reading the above comments about SSE it is like reading last years deals from TalkTalk and other. Haggle I say.

Rachael321

It has taken me two months to get internet with SSE, seven phone calls totaling 4 hours and one day spent waiting for an engineer who did not show.

Firstly they just forgot about me. Everything looked fine, got sent a letter that I would hear from them again in 2 weeks - nothing arrived. I rang up and they told me my account had been forgotten about.

I then get a message saying I need an engineer. I rang up as was informed I did not when I purchased. They stated I needed an engineer. I asked if I could have one the following week on my day off but were very inflexible. I had to wait two weeks for the appointment. I then sat in all day - rang up to find out what was going on and was told the appointment was not needed and this was cancelled the day before - just didn't inform me.

Finally a router arrived and I am now online. It took two months which is such an inconvenience. I had to fight and haggle for good will payment. They wanted to give me £10 at first and I ended up speaking to four different people. It's still not on my account though - so will probably have to ring again!

The internet has been ok. It was completely off yesterday with a red light on the router. The downside to the company is there is no advice online or that comes up on the computer to help you fix those technical issues. The call centre is only open 8-8 and not on Sundays so I pretty much just had to wait. I have found sky and BT to be a lot better for when things aren't working.

Overall, the cheap payments were not worth it. Lucky I don't pay for 0800 numbers on my mobile - otherwise it would have cost me as much as going with a more expensive provider.

Diandni

I have several current major issues with Talk talk / AOL who had been my telephone and broadband provider for many years and they could not or would not match the SSE deal so I changed. The telephone change over was so smooth that I did not notice but the broadband change over has been a nightmare. I received a letter saying that my service would start on 1st August and I would receive a new router. AOL spitefully cut off my service at lunchtime on Friday 31st (no not the 13th but it felt like!!) I skype my daughter living in Mexico on a weekend and my eldest daughter and grandchildren are in France and I promised to Skype. I telephoned on Saturday 1st August as I was still not connected and informed that my router had been sent and tracking was showing delivery to my safe place- contacted my postman but no trace. No card in my door and no router anywhere. I telephoned again and asked if I could use my existing router but was told that there was no technical support to help me connect. I telephoned again on Monday and they organised a new router to be sent within 24 hours. I received it on Tuesday at 8pm and spent all night doing e-mails and paying bills on-line!! They have promised to compensate me and I have to say that the customer service has been good and it is always good to speak to a person (rather than a machine) and also to someone who speaks the same language. All working well now and I will let you know about the compensation when I get it.