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 four phone options below:
There is an 18-month fixed-term contract on our 18 range broadband packages. The underlying phone line contract is non-fixed term.
Charges may apply following cancellation of the broadband contract:
If you cancel your broadband order before your start date, there will be no charge unless you have already received your router and you do not return it to us. When you notify us of your cancellation, we will send you a prepaid postage envelope for the return of your router. Should you not return your router within 30 working days, an equipment charge of £54 will be added to your account.
For cancellation after the start date, an early termination charge will apply as detailed in the price guide pdf for the product range you are signed up to, which can be found here.
Customers signing up for SSE fixed-term broadband and phone package bundles can leave their contract without early termination charges if, within the first 60 days, they are not happy with any aspect of the service they have received, and we have been unable to fix the problem. Happiness Guarantee full details
No, these broadband and phone packages are open to all new and existing SSE customers, regardless of whether you have an existing energy 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.
Switching to SSE takes around 18 days for most customers. We'll let you know if you need a new line installed when you sign up - an engineering appointment will be arranged for you. We'll send you your start date confirmation around 10 days after you sign up.
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.
We'll send you a pack that contains everything you need to get online: wireless router and power supply, filter, network and DSL cables and an easy-to-follow installation guide.
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.