SSE Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for SSE.

Recent Customer Ratings for SSE

  • Satisfaction
    2.8 stars
  • Customer Service
    3 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 452 customer ratings since 2019-08-05 (Show all time ratings)

Visit SSE   Read our SSE buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

397 Customer Reviews for SSE

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Reviewer Location Reviewing Date Ratings
Worst service I have ever had the do not answer emails
Have had problems since 2018 broadband connections
Cutting off all the time very poor customer service
For disabled OAP
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Crieff SSE  
Absolute rubbish! Rubbish service. Pricey... never, ever again!!! Extra charged. DON"T EVEN THINK TO SWITCH TO SSE... you will REGRET! 100%
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol SSE  
We've been with SSE for a couple of years and their broadband has been a little patchy with the router dropping out every now and then. However last Wednesday night it dropped out and has not been back since, apart from a brief period over the weekend. We phoned last Thursday to be told it would be referred to their technical desk, and they could give no timescale to be resolved. Phoned again this morning and I was told the same, and the reason they could not give a timescale is because they are just getting set up for people to work from home! Nearly four months since everybody else did so. Service from them is non-existent with no emails or calls replied to. Avoid at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Partridge Green SSE  
My internet stopped working I called them, it took one hour for somebody to answer the technical team could not do anything, two days later the internet started working. Four days later it kep cutting out again whilst I was in the middle of a zoom meeting for work. This keeps happening every day. Friday 10 July 20 it went off again and not come back on again. It has cost me money on my phone to pay for more data. SSE you need to sort this mess out!!! I will have another stressful day Trying to contact you to sort yet again the same problem !!! Wake up !! You will have no customers left
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Knutsford Wa16 SSE  
I am at a loss how bad the customer service at SSE is. The lack of communication on the process of moving home is non exsistent. When you do receive an email its most likley got the wrong information and irrelevant to the process. Whats really frustating is waiting approx 20 mins each time to get though to advisors who cant really tell em anything to then say they will call me back and never do. I have raised a complaint bt have received no official response in how they are going to deal with the situation. They may be cheap, but its for a reason.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Wales SSE  
My first time with SSE was brought to and abrupt parting of the ways by a house move. Overall at the time I was pretty happy with them. The accounts system was one of the best I had come across, never as mistake, an overcharge, nothing. Support at that time was pretty brilliant if you could not get through the automated system asked if you wanted a call back and gave you an approximate lead time, and it worked, brilliant! The only downside I recall was the fair usage policy, which quite simply was not fair and caused a lot of frustration at times and up to the time of writing is still sadly in place. I tried to transfer my account to the new address but was informed they could not supply to that address at that time.

I tried 2 other broadband suppliers, neither one up to much. I won’t name them here.

(But they were Sky and Plusnet)

Later SSE became available. So this is my second time with them and my 18 month agreement has come to an end. I have sadly made the decision to move on. The systems and accounts department are still solid. As far as support goes the automated call back system is no longer there and your stuck with the endless wait times, though the staff have always been helpful. I have been on a supposed 35mb fibre connection which for the most part seems to operate between 8mb and 20 mb and the test were run in the main via ethernet cable. I understand that they are thinking about moving over from unlimited broadband to truly unlimited. I f anyone from SSE happens to read this I would like you to know how much you have got right and to thank you for it. What a shame!
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Cumbria SSE  
SSE seem to think that Covid is a good excuse for no internet or very slow internet. Tried to phone may times no result tried customer service same result. I would advise you not buy if you do you will disappionted. It would be worth paying 120 pounds to leave
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcester SSE  
Exasperated . Accept Covid has caused service issues but SSE online information is poor, the accounts page is lacking clarity and there is no way to check what your current Broadband deal is and when it expires and if SSE have carried out a renewal.
Their packages have names but these are not named on the SSE Deals page . My latest Bill does not explain if my new deal has been activated.
They have not responded to my emails.
Very disappointed, they do not give enough info online for me to resolve my problem.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
croydon SSE  
Absolutely shocking. Was fine when 1st went in but a month later the blaming covid for slow speed. We pay for upto 70mbwe were averaging 34 mg and that was fine. Suddenly were on around 4mg bearing in mind we have 2 kids and out TVs are all internet service providers and rely on good speed. Have contacted sse and not a thing been done or said. Got to an escalation point yesterday and we have escalated it but they just dont give any cares at all. We will be leaving sse and not paying to do so as there not proving a service we pay for. Dont bother people its shocking
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
DAVENTRY SSE  
The service has been fine. But a fallen tree has severed my line. Openreach cant repair it until SSE contact them. I have been trying to get through to them for 2 days and have so far spent 4 hours waiting with no answer and no response to emails or anything. They are a disgrace.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Gloucestershire SSE  
DO NOT USE SSE!!!!! after installing router we have had a few days of poor quality internet, then nothing. its been over a week with no internet, no customer service, you wait hours to speak to someone and then the line goes dead. no answer over and over again. Repeat DO NOT USE SSE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall SSE  
I have been waiting to speak to engineer about my mobile Broad band I have been waiting for 1 hour to day to get through and one Hour yesterday.It is just disgusting I have No Internet on my Mobile Phone without which I cannot access My Train Card App.
65 Orchard House, Orchard Lane,Alton Hampshire SSE  
Cheap and nasty .you get what you pay for. We were with BT for 14 years with minimal issues. We switched over to SSE for price reasons and sure enough we have a never ending problems. It takes on average 40 minutes to reply any customer service phone lines. I would avoid this like the plague if you’re looking for a broadband provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee SSE  
Our fibre broadband stopped working, so once I got through to an operator (20 minutes wait at peak time) she was very helpful, patient and being an English call centre, there was no issue with understanding each other. She talked me through making several address changes in my routers settings which took a while, but she waited until I had tested the fix and all is well again.
I've had 3 occasions now to contact sse broadband with issues over 3 years, and all 3 times their level of service is excellent. I left BT because I found their customer service non exsistant and they caused me a lot of stress, sse customer service is a credit to them and is why I'm writing this review.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Stalbridge Dorset SSE  
We've had SSE fibre ultimate for around 4 years now. Compared to the virgin product we were on previously, it is flawless.

In 4 years we've experienced 2 drop outs that lastest all of 5 minutes each. We have never experienced any throttling or peak usage and during lockdown with heavy working from home (I work in IT and spend 10 hours a day working remotely and on video calls). When we were with virgin the service here was terrible, packets constantly being dropped and peak time usage really effecting video streaming and general browsing

A lot of reviews on here are from customers who probably do not have a decent BT line to their property or have localised issues with the BT network. No matter was provider you were with, you would have experienced the same issues.

Overall, SSE is cheap, reliable and quick.

(I'm also an ex SSE employee who hates this company with a passion)
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Portsmouth SSE  
Broadband keeps dropping, calling call centre, THEY ACTUALLY CLOSE EARLY EVENING!!!! Can never get throught to them.
I tried live webchat....HA!!!! I was number 1 in the queue for over an hour.
My speeds were eventually down to 3...yes 3mps.
Awful.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton SSE  
Excellent customer service: Called the faults tea
And an advisor answered within 2 minutes. The lady established Remotely that the fault was external and arranged with openreach to have the fault fixed within 48 hours. In fact the connection was up and running within 6 hours. Thank You SSE!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Almondsbury SSE  
Customer service is terrible. 2 months after moving out and terminating the contract they are still sending bills.
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Wilmslow SSE  
So we went through Uswitch as recommended by a friend and up popped SSE with the best deal, contacted them also and decided to take out the “Unlimited Fibre” package which is speeds up to 38Mbps. At the start it was ok speed but not great ranging between 14Mbps - 18Mbps and as the months went on it then began to decline at a steady pace we are currently 10 months into our 18 month contract and we average between 1Mbps - 2Mbps with an average upload of 0.5Mbps. Broadband is absolutely atrocious, the worst we have ever had. We where told to expect some issues with speed and connectivity from time to time but this is a joke, told that if we wanted to cancel we would have to pay a colossal sum of money to make up for the months remaining that SSE will lose out on. We currently pay £23 a month but this “Unlimited Fibre” is normally a £47 per month package.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Freuchie, Fife SSE  
Been waiting since 24th April for connection still waiting (6 may) !!!
Phoned customer service they put you on hold then either cut you off or put you on answer machine ,,,, disgusting service please avoid !!!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
South Shields SSE  
Customer service is terrible. Connection would often cut out for short periods, no problems 2 weeks out since switching to a competitor. Still sending me letters and bills after switching.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Fortrose SSE  
Most trouble free broadband switch ever.Router arrived 2 weeks before date.Previous provider switched off on the dot.Plugged new SSE router in first thing in morning,and away it went.credit where it's due.thankyou.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester SSE  
Word of Advice - AVOID THIS COMPANY!
Never had a reliable connection and speed were less than contractually obligated speed.
Complained several times, no resolution.
I am taking them to the Regulator as they say I owe monies out of contract which they breached.
Good luck with that SSE, you wont get a penny out of me!
DO NOT USE!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bridgend, South Wales SSE  
Was good to start with but been gradually getting slower and more frequent disconnections and now the superfast fibre is just a distant memory. Can`t get through to customer services. Waste of money. Better off sticking to BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Perth SSE  
THE WORST BROADBAND PROVIDER!!!
THE WORST! LOW PRICES FOR LACK OF SERVICE!

They said I owe them £120 because I’m leaving

I had NO BROADBAND CONNECTION SINCE THE START!

SENT ME MISLEADING LETTERS SAYING IM SPENDING TOO MUCH ON PHONE CALLS

I HAVE NEVER TOUCHED THE PHONE

After 40 minutes of waiting I have spoken to Katie on the phone yesterday and cancelled my DIRECT DEBIT WITH THEM WITH THE BANK AFTERWARDS and was told by the banker himself that this happens a lot, especially coming from SSE!

I WAS TOLD I WASNT IMPORTANT BECAUSE I’M NOT VULNERABLE but me and my family ARE!

They told me that I WILL HAVE TO STAY WITH THEM FOR THE NEXT 60 days to clear the charges.

There was no questions asked about my state and my lack of vulnerability was assumed.

DONT JOIN THEM!
They don’t care about customers!
They only care about money!
THEY LIE!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London SSE  
Avoid them at all costs, below average broadband with no customer support.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Edinburgh SSE  
It states on the router box "Welcome to frustration-free broadband from sse". Whoever wrote that and gave it the OK were a pair of comedic geniuses. Still waiting for it to go live, been told we have to wait for bt and they have no idea when it will be switched on. Ultra fast broadband just came to a sudden stop.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk SSE  
Properly awful. I've been in touch any number of times with the customer services and simply not interested in improving the service. Constantly bleating about how many devices are registered on the router.

Yes, we do have a reasonable number of devices 9 but clearly not all being used at the same time!

Can't wait until the contract finishes then back to Vodafone!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Wantage SSE  
Absolute rubbish! Gutted I opened an account with them, internet is shockingly slow, only works in some rooms not all through the house. Not had any internet for 5 days now tried everyday for hours and hours get through to someone and end up getting passed round all these different people who can't help. IT'S AN ABSOLUTE JOKE!!!! The fact that there wasn't one person out of the 5 people I spoke to that could help. On hold for hours also. Customer service is shocking, well I don't think there even is one tbh! SSE you're a joke!!
Caerphilly SSE  
We have had no internet service from SSE since 14 February 2020. Despite multiple calls, SSE has been unable to fix the fault.
They have said that SSE appointed Vodafone as their new phone and broadband provider in September, and all customers underwent a migration from BT/TalkTalk to Vodafone in recent weeks. The migration failed for the TalkTalk service. We were first told we were the only customers affected, then informed there were 40 customers in this situation. The latest we have been told is that about 2,000 customers are affected. We understand that SSE have a review meeting on 24 February to find a way out of this. Has anyone else got further information or been told differently?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Midlothian SSE  
In the two properties I've been with SSE, the first time it took 10 weeks to get connected. In the second property it's now been 3 months since my go live date and still no internet.
The internet was pretty standard while I had it, not good or bad.
If you can ever get through to the customer service team, they are pleasant, but ultimately pass the blame off of themselves. Would happily pay a few £ more than be waiting over 3 months for internet. No compensation offered.
  • Speed
    3 stars
Scotland SSE  
My SSE Internet went off late one evening almost two weeks ago. The status light on the router was a constant red and the Internet light was flashing red. I telephoneed SSE early the next morning. I was asked to carry out various tests on the router (including a pin reset), which I did but it made no difference. I rang SSE each day for a week (after waiting up to 30+ minutes to connect with an agent, I was again asked to carry out various tests from my home. Additional tests were carried out by SSE agents. Eventually it was decided I needed a new router. This was sent one whole week after my Internet stopped. I connected and set up the new router, following the instructions to the letter. The instructions said if this doesn't resolve the matter, phone the SSE helpline, which I did. After more discussions with SSE agents it was decided I needed an Openreach engineer visit to check the lines. SSE then told me that Openreach needed the MAC code of my new router, which I gave them. I later got a call back from SSE saying Openreach claim their lines are working but the router is "stuck" in "config" mode. I don't really know what this means so I asked to speak to an SSE manager. The manager said he would talk direct with the Openreach technical people to see what was going on. The manager later called me back and said the problem was due to SSE rolling out a change or migration from its current suppliers to Vodafone causing the routers to malfunction. He said technical teams were working on fixing this problem. When asked he didn't know how long this would take. Reluctantly I said I would stay with SSE for a few more weeks, because I was told changing suppliers would take 17 to 19 days anyway and he thought the problem may be solved by then.
If this is a National rollout by SSE, had anyone else experienced this problem? My 18 months contract with SSE is only about 9 months in. I am still paying SSE for a service which I am not receiving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Thirsk SSE  
Terrible. NO STARS. I applied for 'fix & fibre' on October 24th 2019 when I completed purchase of a new flat. I was advised it would be 2 weeks as no phone line.
After many calls, emails, FB messages to customer services over the next few weeks and constant requests from them to supply postcode and 'we'll get back to you in 5 days' which they never did, I finally, early December, got a reply from a customer service agent.
I dealt with a very helpful agent who informed me that for some reason my order had been repeatedly cancelled. She tried to reinstate it but it got cancelled again.
To cut a long story short, I told her not to bother anymore and went elsewhere. She promised me £30 compensation to close the case.
By early February, this had not turned up. I emailed her twice but no answer so either she has left the company or it's now well outside her ability to do anything.
I have submitted a formal complaint. The response was 'we'll get back to you in 5 days'.
Still no reply 2 weeks later and still no compensation.
Meanwhile, they have garbaged my address to a different place up the road and it is only thanks to the postie that a couple of things - including a router sent AFTER I cancelled everything with them turned up. I don't know whether the compensation went to this garbled address and got snaffled by whoever lives there or whether it has never been sent.
I do not understand why they have the correct address for the electricity supply (about which I have no problems - yet) but a garbaged address for the broadband element.
Let me be clear, I do NOT WANT their broadband now having had so many problems, and am very happy with my new provider.
South Wales SSE  
After a complaint to sse for 9mps I was getting on ultra fast broadband of 63mps I sighned up for this is a bit of the managers response,SSE don’t sell on speed, we sell on package and there is some information around the parameters of that on the website. WIFI is also not included in our terms and conditions as a guarantee. That being said even if I wanted to investigate the speed fault now for you I can’t as from midnight tonight we won’t be your supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nantyglo SSE  
Most people come here and react in a negative manner, Most of their issues are down to user error.

SSE has been great these last few months, Speed hasn't dropped from what was promised, I can also double my fibre speeds to 76mbps for an extra 3 quid.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Llanharan SSE  
Stay away from this company. Initially, for the first 60 days I had excellent fibre broadband speeds 40mb down/10mb up. I had no reason to leave under their '60 days happiness guarantee'.

Since the first two months have passed I am now experiencing multiple days without internet and the times that they decide to connect me I am only getting 4mb down. This is clear breach of contract of the minimum speed that was agreed by both parties.

The customer service is rude and ignorant, numerous attempts to fix this issue have failed and they have stated it is due to my equipment. This is not the case.

I got the account credited £5 to 'buy a new microfilter' when there is nothing wrong with the one I got.

If you want a reliable Internet service with top consistent speeds, then please do not waste your time with these incompetent cowboys.
Better off looking elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bridgend, South Wales SSE  
Being on ultra fast broadband estimated 63mps I've been if lucky 7mps been over a week complaining nothing has been resolved ,sse didn't tell me there broadband runs on vodaphone network so that explains quite a bit ,my opinion it's to steer clear of sse broadband as you will be paying for a service you won't be getting and then have to send speed tests every hour before thay do anything if thay haven't got days off here and there been over a week and still sse haven't contacted vodaphone to find out what's going on I'll be leaving and will not be paying anything for leaving either
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nantyglo SSE  
Moved into property 2july couldn't get internet until early October. Now have to move and been charged £55 plus £6 plus final bill...robbers
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Bournemouth SSE  
Our broadband went down about a week ago. I've waited on hold for 28 mins, then 15 mins but no reply. Emailed customer services a couple of days ago and no reply there either. This is likely to end up with the Ombudsman, so I'd also recommended avoiding this supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Wiltshire SSE  
Disgraceful, Unethical company that preys on vulnerable people

In Oct 19, I placed an order for broadband. I lawfully recorded the call in which we agreed the start date. I made it clear I have a life-threatening medical condition. I also stated I require all comms in large print.
SSE subsequently cancelled my order for reasons unknown and failed to resolve the matter to my satisfaction. So, I cancelled well within the 60-day Happiness Guarantee, which states you can cancel free of charge.
Following cancellation, the company sent me a barrage of small-print letters it knew I could not read. Since there was no need for contact, I wrote to head of complaints asking them to cease contact. Meanwhile, I received a threatening letter telling me I still had to pay all bills!
In response, I made a subject access request on Nov 19 asking for the contract that serves as the legal basis for any charges they planned to generate. They never responded thus breaching their statutory obligations under the DPA.
Yesterday I came home from a hospital appointment to find a demand from SSE for payment within 7 days! SSE has generated a demonstrably fraudulent bill since I don’t have a router or a land telephone and they haven’t been able to provide a contract between us (because there is none, since I cancelled).
As a direct result of SSE’s behavior, my condition has deteriorated and I have stared suffering seizures. I have also had to stop the potentially life-extending treatment I was on because my doctor advises it cannot be used in the presence of heart palpitations – which I have suffered since receiving the fraudulent bill. So SSE is literally putting my life at risk.
SSE staff are happy to lie and mislead customers in the full knowledge I am recording the call. My evidence proves my case unequivocally and I am confident the Ombudsman will find in my favour, but meanwhile SSE is going to keep demanding money and adding late charges, potentially ruining my credit rating.
What a way to treat a vulnerable customer. SSE is an utter disgrace. Due to the extenuating circumstances, even Ofcom has intervened – they don’t generally get involved in complaints but they have instructed SSE to stop harassing me.
Please, stay away from this dishonest, unethical company and if you do have dealing, record all calls. It is lawful so long as you tell the at the outset you are recording. I thank god I had the foresight to record all calls
I have provided the Ombudsman with full medical evidence to back up my claim.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London SSE  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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