SSE broadband feedback

dpc1979

Yes was surprised SSE are using seperate Modem and Router as BT's HH5 replaces the two boxes for one and is a self install bit of kit.. I even think the router they send is capable of being a Modem and Router.

I personally have switched my router back to my Asus RTN66 as its so much better than what SSE( and most ISPs) supply.

gingerbeardman

So this is where it gets interesting...

I am moving house at the end of the month and called SSE to inform them of change of address and to have the broadband moved over.

They told me I have to cancel old £12pcm contract/package and take out a more expensive package £22pcm (but still ADSL as that's all that is available at both addresses) as the old one is no longer offered. Or leave them at a cost of £113.

This sounds like extortion to me.

I just want to move house and keep the same bill.

Any advice? I am just off to find their T&C to see if I can find anything useful.

stevenpc

i started my pplication for the £12 deal about 11 september i did ask if my speads would be similar to what i get on average between 11/13mbps down/0.85 up with tt they could only say up to 16mbps.Will not be happy if its not similar.received a call today asking about gas and elec i pointed out that i had changed to them about 7 weeks ago.so i asked about when i could expect the phone/bb to change to them he checked and said phone would be 28 sept and bb live on 29th.so will update when i go live.I find the customer service first class.when calling. sometimes after hanging on for a few mins ive had the option for a call back ive selected the option and have always had the call back within 40mins.I hope the bb is as good.

37183O

MSE, thank you for recommending SSE. Without SSE being your top pick I would probably never even notice this broadband provider.

I switched to SSE in the beginning of August, was promised that service interruption for broadband will be 2-3 days. Now I'm in the 5th week without broadband and they still have no idea when it will be reconnected. This is the worst company I ever dealt with. Almost every time you call support you are promised a callback with update. No prize for guessing how many callbacks I have actually received.

If you value your time and money do not go with SSE.

Thank you again MSE!

The_Groat_Counter

31783O - just curious as to who you were switching from?

It seems SSE can make a total pigs ear of switching customers over from LLU providers like Sky and TalkTalk.

Did they manage to switch your phone line over quickly?

37183O

I switched from plusnet. The phone line was switched on 12/08 as agreed. Few days before I received SSE router, so I called them on 12th and was told its OK to connect it now. So, connected it and all worked fine for 5 days.
Since then no broadband till now. At first SSE claimed I have no broadband with them at all and sent me second router. Then there were all sort of excuses, usually blaming everyone else plusnet, bt, openreach.
At this point I'm just so fed up, I'll probably call in tomorrow and switch to another provider as I seriously doubt I'll get service from the any time soon.
Do think twice if you are considering switching to them.

foolishboy

I switched to SSE (from BT Infinity 2) around 6 weeks ago after a few slipped install dates but largely trouble free apart from lack of telling me what was going on. Seemed OK but not quite as nippy as BT, I'm on the 80/20 profile as I'm literally metres from the cabinet.

Lately browsing became quite laggy with pages timing out so I ran some tests. Pings to google show frequent timeouts from time to time and depending on what speed test you use the download is cruddy too - upload seems unaffected.

Google seems to be the worst affected so I've changed my home page/search engine to Bing and everything seems a lot faster in general so perhaps SSE's backhaul provider (Daisy) have issues with google and google services in general? Hard to prove when overall speed tests (including the BT Wholesale one) seem to think speeds are spot on.

Wondered if anyone else had noticed this as well?
Cheers!

foolishboy

macman wrote: »

It's a resold BT Wholesale product, so the service will be the same as any other similar supplier. The Top Pick ranking is purely based on the heavy discounting offered.
Primus was long rated a Top Pick on MSE as well, before they turned themselves into Fuel, and nobody ever rated them highly for service.

Apologies if anyone else has said this already but this is a little misleading. They do use the BT Openreach network but the backhaul is subcontracted to Daisy communications, true BT connections use their own.

The_Groat_Counter

foolishboy wrote: »

I switched to SSE (from BT Infinity 2) around 6 weeks ago after a few slipped install dates but largely trouble free apart from lack of telling me what was going on. Seemed OK but not quite as nippy as BT, I'm on the 80/20 profile as I'm literally metres from the cabinet.

Lately browsing became quite laggy with pages timing out so I ran some tests. Pings to google show frequent timeouts from time to time and depending on what speed test you use the download is cruddy too - upload seems unaffected.

Google seems to be the worst affected so I've changed my home page/search engine to Bing and everything seems a lot faster in general so perhaps SSE's backhaul provider (Daisy) have issues with google and google services in general? Hard to prove when overall speed tests (including the BT Wholesale one) seem to think speeds are spot on.

I wonder if changing your DNS settings in your router might improve things? In other words perhaps the SSE/Daisy provided DNS servers aren't up to scratch.

I think some providers are perhaps wising up to speed test sites, and so prioritise them compared to normal traffic.

Regarding your "slipped install dates", they didn't actually send round an engineer to install your service did they, considering you were just changing from an existing fibre service (BT Infinity)?

foolishboy

The_Groat_Counter wrote: »

I wonder if changing your DNS settings in your router might improve things? In other words perhaps the SSE/Daisy provided DNS servers aren't up to scratch.

I think some providers are perhaps wising up to speed test sites, and so prioritise them compared to normal traffic.

Regarding your "slipped install dates", they didn't actually send round an engineer to install your service did they, considering you were just changing from an existing fibre service (BT Infinity)?

Tried using opendns and google dns, just as bad. Does seem like when it's choking it's especially bad with google for some reason.

No visit required, as you say BT fibre to SSE fibre shouldn't need one.

testmy.net seemed to be the only speed test site that gave a result that was indicative of what I was actually seeing myself so I'm with you on them fudging the speed test sites - naughty!