SSE broadband feedback

Jennifer_Jane

I've now been with SSE for several months. It's been a bit of a nightmare (Co-operative Energy and TalkTalk have been worse). TalkTalk have been worse because their data was stolen or bought, and they are not concerned at all. I am still getting calls from India or somewhere telling me that my TalkTalk internet connection is compromised.

Nevertheless, I have had lovely customer service each time I've phoned SSE (and yes, you do have to hold on), and compensation for the problems.

On my last call, however, which was in response to a standard research call from them where I gave them a zero for everything except the customer service, and offered my phone number for them to contact me, they have told me that they have brought in more staff in the background, and trained them. I should add that the staff have never tried to blame anyone else, they have held their hands up to the problems.

So if they are now getting to grips with the systems, then I would recommend them. They have - apparently - been supplying broadband and landline services for some time, but got caught out by the free broadband offer.

Regarding the cashback from Quidco or TCB, yes, I lost out on that because of the "You don't have a BT line" and yes, I did have to wait the 7 - 10 days (10 days because of SSE's inefficiency) but I did ask for a MIFI to tide me over. So I would suggest asking for that at the start if you are with TalkTalk or so.

Also, SSE didn't ask me if I wanted to keep my phone number, so I lost that. I complained, however, and SSE got it back for me. Surely most people would assume you were keeping the phone number.

I would rather go through these teething problems with SSE which are now all sorted, than still be with TalkTalk. I will never forgive them for the way they have handled my contacting them about the constant calls from the call centre.

The_Groat_Counter

dpc1979 wrote: »

Since switching over on the 7th my download speeds have been all over the place i am hoping it is just stress testing on the line and will eventually even itself out.

my results are taken from an Ofcom/Samknows monitoring box connected to my router.
...

Those wildly varying speeds seem a bit bonkers! One hopes it is just the service settling in. Getting results of under 10Mbps on what's supposed to be a 60Mbps+ service is odd, no doubt. Please keep us updated as time goes on.

Giammy85

Horrible news guys...they don't charge 12£ a month but 12.02£!!! 1p gets lost in the discounting and 1p charged as extra VAT on 10.01£... there is enough for a class action here!

dpc1979

So my results since install on the 7th September taken from my Samknows box which is working alongside ofcom visit https://www.samknows.com/ for more details.

Download Speed


Upload speed


DNS REsponse Times

RTP Jitter UP


RTP Jitter Down

nomaddjs

My experience with SSE thus far:

Have been trying to order Fibre through them since August, but the Openreach ****ers just keep pushing the date back from end of August, to September, to end of September - their website now saying high demand, although BT sent me an email a month ago that it is available to order. I decided I would order the basic £12 a month landline (I think on 3rd of September) it is set to go live on the 15th of September. As I don't use landline at all and don't even have a landline phone, I'll try and test it somehow tomorrow if that went smoothly. I think the old tenants had a BT line previously but disconnected it when they moved out so an engineer didn't have to come out after all.

SSE told me to phone them back on the 13th to find out if Fibre was available (failing to mention they don't work on Sundays). Anyway I phoned back today and they said the date has been pushed back to 7th of October. They can't do anything about it. Their half price 24 months fibre offer expires on the 16th though and they are telling me they can't offer the deal once it's gone, even though I have expressed an interest to take the deal since August. So reluctantly I've agreed to take the normal broadband deal. They've told me it can take up to 31 days before it's connected but should be a lot sooner.

They've told me that they don't know what deal will be on after the 16th, which seems ridiculous. Anyway I am going to be getting up to 6 mbps they are saying. Should be getting between 51 and 80 mbps if I switch over to fibre once it goes live. It's hugely frustrating as a postcode across the road when I run it on the openreach website says it's accepting orders.

Anyway, in terms of waiting times the shortest has been just under 20 minutes on hold and the longest being over 40 minutes. Everyone I've spoken to has been lovely, friendly and very helpful. The guy this morning bent over backwards sorting out problems with e-billing for me even though he is part of a sales team. Although I think I am beginning to hate Michael Buble thanks to their hold music. Will try and update on my broadband experience and speeds once it's connected.

On a side note: I am also with them for gas and electric, again waiting times are even worse. The customer service seems a lot less friendly and helpful there. I've applied for warm home discount through them, despite requesting the forms 3 times over the phone I never received them, ended up having to do an automatic request online to get the form. Filled it out and sent away but have not heard anything back since and I am now worried as again that expires on the 18th of September. Will switch suppliers to somebody a lot cheaper if I don't get it.

georgemac_2

I have been waiting on Fibre since start of July - Openreach have kept delaying the date for adding more capacity to our street cabinet - now end of Sept - so hoping SSE have another half price fibre offer for 2 years - or I will be staying on ADSL - which has been fine since I transferred.

dpc1979

@nommandjs What i did waiting for Fibre was sign upto bt normal adsl and got £100 sainsburys card then two months later when fibre was eventuallyswitched on i upgraded and got another £100 sainsburys card.

Its only a 12months contract with BT

saynotofastway

Finally got broadband connected this morning. Took him a few hours as there was still a fault on my line even though it was supposed to of been fixed Friday. As next door don't have a phone line he ended up swapping over the lines at the cabinet as there was no fault on their line, they can deal with the fault if/when they get a line in

Only getting 65mb so bit disappointed as was getting around 72mb with talktalk. The engineer connected the openreach box and the techicolour router and all was sorted. I've since rang SSE, got my login details for modem and removed the openreach box to make it a bit more tidy.

What I must say is the router SSE supply is rubbish. Its only 2.4Ghz, so no wireless AC and not getting a decent connection to it because of this. While on the phone to tech support the guy I spoke to agreed with me on this issue and say they are very close to replacing the router with a better one and he'll send me one out as soon as they are issuing them. My guess is its a TG589vac router that they will be using in future which is wireless ac up to 1300mbps, so only half the speed of the top range routers but a massive step up from the ones they provide at the minute.

I'm contemplating still buying a TP Link router in the mean time as I can't put up with this rubbish.

dpc1979

My speed is so up and down im getting sea sick!!!

I ditched the SSE router as it is very poor spec (although unless you have 5ghz wifi or AC wifi or need gigabyte ports then dont worry about this too much.

When my switchover happend from bt fibre, No one came round from open reach

georgemac_2

dpc1979 wrote: »

When my switchover happend from bt fibre, No one came round from open reach

Openreach have a self install option which they seem to be pushing now. It is very simple in my opinion, but not probably for everyone.

Inside my house, nothing will change as I already have an NTE5 master socket and the Openreach ADSL filtered faceplate which I bought off ebay and fitted myself. I have my router extension cable run from here.

I do believe though SSE insist on sending an engineer to set up router and connection, don't know if they also do the switch in the street cabinet - if they have to do this he is almost at the house so makes sense to let him do the rest and test the line all the way up to the router.

My date for fibre availability has slipped again - started at 7th July - now 7th Oct so not holding out much hope to be honest.