Broadband help

Whether you've got a technical issue with your broadband or just need a bit of information, our broadband help covers all our Frequently Asked Questions.

General help

Which SSE Broadband package is right for me?

SSE Everyday Broadband
This is our most affordable package and uses an ADSL connection. It has unlimited data (subject to our acceptable use policy you can find at the bottom of the page). The download and upload speeds of this package vary, as things like the distance of your house from the local phone exchange can affect it. ADSL will give you a maximum download speed of 17Mbs, so if you need an extra-speedy connection, one of our fibre broadband packages might be better for you.

SSE Superfast Broadband
Our Superfast fibre broadband supports download speeds of up to 38Mbs (and upload of up to 9Mbs). It's a great package for busy families that have PCs, laptops, mobiles and tablets all on the internet at the same time. And it's a must if there are any online gamers or video-on-demand users in the house. Plus it has unlimited data allowance, so there are no worries about unexpected bills! Read our 'Acceptable use policy' under 'Related documents' for more information.

SSE Ultrafast Broadband
This is our fastest fibre broadband package, so it's perfect if you need the maximum speed available. The top speed you can get with this package is 76Mbs, available in most fibre areas. We'd say go for this package if your estimated speed exceeds 40Mbs. If not, our Superfast  package is probably better for you.

Technical help

What speed will my broadband be?

ADSL or Fibre-to-the-Cabinet (FTTC) connectivity support our broadband speeds. So your speed will vary depending on the package you choose. Other things can affect your speed as well. For example, how far your home is from the exchange (for ADSL) or the cabinet (for fibre). And things like the wiring in your home, electrical interference, the weather, other Internet traffic and the quality of your Wi-Fi. Our line checker gives you an estimate for the typical speed your line should support. But it won’t be able to account for the other factors. You can check your line speed using our 'Broadband availability checker' under 'Related links'.

You could also try the handy app from Ofcom to see if you're getting the most from your Wi-Fi connection. Click on the link under 'Related Links'.

Will my broadband speed always be the same?

Like all other broadband providers, we have a traffic management policy. This helps us manage the demand for data at peak times, so all our customers get the best service possible. For more information, read our 'Traffic management policy' under 'Related documents'. 

Is there a limit to how much I can download?

On an unlimited package, you can download as much data (web pages, music, video, pictures) as you want. But the speed of your download will vary during the day. So this affects the amount of data downloadable on any one day. For more information, read our 'Acceptable use policy' linked at the bottom of the page.

If you’ve got a limited package and you go over your allowance, we’ll let you know.

What does your wireless router do and can I use a different one?

Our wireless router allows you to connect to your broadband. It will set itself up automatically, as long as you have plugged it in according to the instructions. You can access the internet 'wirelessly' using security keys that come with your router. This means you don't need to plug in your Internet devices. The security keys protect your wireless network, so other people can’t access it. You can still use the Ethernet cable if you want a faster connection.

You can also use your own router if you’ve already got one. Get in touch and we’ll tell you how to connect it. But it’s worth noting that if you don't use our router, it might be difficult for us to help you if you get a fault.

What's a micro-filter?

A micro-filter or splitter plugs into your telephone connection. It splits it between your modem and telephone, so they don’t interfere with each other. Without it, you’ll have problems with your telephone and broadband service.

Internet security

What does a firewall or anti-virus software do?

A firewall checks the information and Internet content you connect to. It protects your computer from other people trying to access it. You can also set it up to stop websites getting information from your computer.

Anti-virus software finds and removes harmful programs. You can accidentally download these from the internet or get them via email. We offer both firewall and anti-virus as part of our internet security package. You can get more information about this from our Netintelligence guide at the bottom of the page.

What does the parent control guard you offer do and why would I use it?

This software is useful if you’ve got children in your home. You can limit their access to the Internet and other applications to keep them safe. The software we provide lets you:

  • Set up different user profiles for up to three shared devices. So restrictions for children are not applied to adults.
  • Block access to websites that use certain keywords for the children's profile.
  • Limit access to the Internet and applications like Facebook between certain times and/or for specific periods.
  • Record instant messenger and other web chats.

Connection and set up

How do I switch my broadband to you?

Get in touch and we'll do the rest. Or apply online for any of our great broadband packages. You won't need to contact your current provider to let them know. They'll write to you to confirm we've asked to take over your phone and broadband service.

How long does it take to get broadband?

If you’ve got a BT landline, it takes around 23 days. If an engineer needs to come out (e.g. to fit new fibre broadband), it can take a bit longer. We’ll write to you with the date your broadband will start with us closer to the time.

Do I need a BT line to get your broadband service?

Yes, you’ll need a BT landline or other non-cable telephone line. If you don’t have one, get in touch and we’ll sort one out for you. To check your line, just use our availability checker.

What equipment will I get when I buy your broadband?

You’ll get our wireless router with micro-filters, power cables and installation instructions.

How do I end my broadband contract with you?

All you need to do is contact your preferred provider and ask them to supply your broadband. Your new provider will let us know and we'll write to you once we’ve got this request. We'll also tell you when the transfer will take place. Don’t forget, if you're still within your contract term, you'll be liable to pay an early termination charge. This charge varies depending on the time left before your initial term is up. Take a look at the ‘Product and Prices Document’ that forms part of your contract for more information. We’ll confirm any charges in writing before your transfer is complete.