Whether you've got a technical issue with your broadband or want to know more about our packages, we have all the information you need below.
The broadband speeds noted above are average speeds at times of peak usage. These are subject to our Broadband Traffic Management Policy and Acceptable Use Policy. Further details can be found here. An indication of the speed you may receive will be provided at point of sale. Actual speeds are dependent upon the length and quality of the copper line between your home and your exchange or street cabinet as well as environmental factors within your home such as Wi-Fi interference and your in-home wiring, as well as congestion on the service you are accessing.
With any of the above broadband products, you can choose one of the three phone options below:
Our Phone & Broadband 17 range contracts aren’t fixed term. This means the contract continues on a rolling basis and will continue until cancelled by either you or SSE, in line with the General Terms and Conditions for the supply of Phone & Broadband.
If you cancel your Phone & Broadband package before your start date, there’ll be no charge unless you’ve already received the router and don’t return it to us. Once you’ve let us know that you’ve decided to cancel, we’ll send you a pre-paid postage envelope to return your router. If you don’t return your router within 30 working days of receiving the pre-paid envelope, an equipment charge of £54 will be added to your account.
No, but if you’re not an existing SSE Energy customer you’ll pay a £9 per month surcharge on your Phone & Broadband package after 12 months. You’ll also have to pay a one off initial £30 connection fee, which will be applied to your first monthly bill.
If you’re an existing SSE Energy customer, you won’t pay a connection fee or the £9 a month surcharge after 12 months. You must have an SSE gas or electricity supply to receive these prices. You can also sign-up for a gas or electricity account.
All of our broadband packages come with unlimited downloads. But the speed of your downloads may vary during the day. So this affects the amount of data downloadable on any day. For more information, please read our ‘Acceptable use policy’ below.
Your speed will vary depending on the package you choose. Our packages use either ADSL or Fibre-to-the-Cabinet connections which send data through cables from street cabinets to your home. Your connection may also depend on how far away your home is from these cabinets. Things like the wiring in your home, electrical interference, the weather, other internet traffic will also affect your broadband speeds. Our line checker can give you an estimate for the typical speed your line should support.
Like all other providers, we have a traffic management policy. This helps us manage the demand at peak times so all our customers get the best service possible. For more information, read our ‘Traffic management policy’ below.
Your wireless router allows you to connect to your broadband. It’ll set itself up automatically, as long as you have it plugged in, according to the instructions. You can access the internet wirelessly using security keys that come with the router. The security keys protect your wireless network, so it can’t be accessed by other people. You can still connect your device to your router using an 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’ll be difficult for us to help if you get a fault.
You can install our Internet Security Suite onto your internet devices. This add-on product provides Antivirus and firewall protection along with parental control software. The standard charge for this product is £2 per month. This service can be cancelled at any time by contacting our customer service team.
If you’ve got a BT landline, it takes around 20 days. If an engineer needs to come out (eg to fit one of our fibre products) it can take a bit longer. We’ll write to you with your phone and broadband start date closer to the time.
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.
Your wireless router will come with micro-filters, power cables and installation instructions.
A microfilter or splitter plugs into your telephone connection. It splits the connection between your router and phone so they don’t interfere with each other. Without it, you’d have problems with your phone and broadband service.