We’re constantly working to improve our broadband service. Our aim is to make it as fast and reliable as possible. So now we’re moving to a new network infrastructure that will make our broadband truly unlimited.
What does “truly unlimited” mean?
SSE broadband is already unlimited. That means you don’t have to worry about how much you download. We don’t apply any cap on your broadband usage.
But until now we may have artificially slowed down our network at times to ensure the best performance for all our customers. Once we’ve upgraded our network, we won’t have to do this any more. Your broadband will be truly unlimited.
Will my SSE phone, broadband or Wi-Fi settings change?
No, your landline phone service won’t be affected. Your Wi-Fi network name and password will all stay the same. Your broadband package, price and contract will also remain unchanged. And of course, you can expect the same great customer service from us.
What if I’d like to switch away from SSE Broadband?
Please let us know as soon as you can. We can then cancel your SSE network upgrade straight away.
When’s the upgrade happening?
We’re rolling out this upgrade across our whole network until April 2020. We’ll email you about a week before your upgrade to let you know the date it will happen. If we don’t have a valid email address for you, we’ll post a letter to your billing address.
What will happen on the day of the upgrade?
We’ll switch off your internet connection for a short time while we update your service. It shouldn’t take more than 5 to 10 minutes. When we’ve finished, your internet connection should be restored automatically.
We don’t want to disturb you, so we’ll upgrade your service between midnight and 7am, if we can. But the update could take place at any time on your upgrade day.
What if my internet doesn’t come back on?
Your internet connection should be restored and all your devices should reconnect once the upgrade is completed. If this doesn’t happen, we recommend taking these simple steps to resolve the issue:
- Switch off your broadband router using the power button.
- Wait 10 seconds.
- Turn your router back on.
- After a couple of minutes, your router should be working properly again with no red lights lit.
What if restarting the router doesn’t restore my internet connection?
If your router still has no internet connection after restarting, you may need to reset it to its factory settings:
- Insert a straightened paper clip (or something similar) into the reset hole and push and hold the reset button.
- The router will restart and the factory reset will begin.
- After 3 to 5 minutes, your router should be working properly again with no red lights lit.
This reset will restore the default settings. So if you’ve changed your Wi-Fi password or other settings, these changes won’t be saved. You’ll need to reconnect your devices using the default Wi-Fi password. You can find this on the bottom of the router or on your SSE Wi-Fi card.
If you still have no internet after this reset, call the SSE Broadband Faults Team on 0345 678 0051 (choose Option 2).
Need help before your upgrade day?
Call the SSE Broadband Onboarding Team on 0345 678 0051 (lines open Monday to Friday 8am to 8pm, Saturday 8am to 2pm).
Choose Option 1, then Option 2 (“recently joined SSE for your telephone or broadband”).
Say your call is about the SSE Broadband “truly unlimited” upgrade. We’ll be happy to help.
Got a problem after your upgrade?
Call the SSE Broadband Faults Team on 0345 678 0051 (lines open Monday to Friday 8am to 8pm, Saturday 8am to 2pm).
Choose Option 2 (“having difficulties with your current telephone and broadband product or to report a fault”).
Say your call is about the SSE Broadband “truly unlimited” upgrade. We should have you back up and running in no time.