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SSE broadband help, issues and complaints

By Tim Smith | Tuesday, January 26th 2021

SSE doesn't just offer gas and electricity supply to your home, you can also sign-up for its broadband offering. It uses the Openreach infrastructure, and is rated highly by its customers. But what happens if things go wrong?

Using this guide you'll be able to fix some common problems with SSE broadband yourself. You'll also find out how to arm yourself with the information you'll need to get quick resolutions from SSE broadband's help and support people.

Payment and billing issues with SSE broadband

Your first port of call should be your account pages on the SSE website. So, it's a good idea to make sure you've registered. As soon as you get your broadband set up at home, login to your account pages to make sure you're happy with everything. However, sometimes things go awry. You'll find out how to deal with those situations in this guide.

If you have missed a payment or are struggling to pay your bill

If you think you might have problems paying your bill or if you've actually missed a payment then you should contact SSE about your broadband account as soon as possible.

Doing this in a timely manner will let you and SSE work out new payment plans that can include smaller payments over a longer period; topping up your Direct Debit payment with additional card payments; even arranging a payment holiday. If you don't let the company know about your trouble paying however, your service will be restricted and then disconnected completely. You will still have to pay off the total amount due in your contract, and you maybe liable for reconnection and late payment fees. Your credit rating will also be downgraded.

Check your Direct Debit

SSE's preferred method of payment for monthly contracts is via Direct Debit. For the most part this should not be a problem. Because of the Direct Debit Guarantee signed up to by all the high street banks and building societies, your DD will follow you even if you change bank or building society. However, sometimes things go wrong, maybe you're out of funds briefly. Get in touch with SSE as soon as possible to discuss your account.

What if you've been overcharged?

Not all account problems are against you. What happens if you've been overcharged or charged for an add-on you've not ordered? Keeping track of your bank account and matching it to your SSE account using your account pages on the SSE website is good practice. It means that as soon as you spot a problem you can contact SSE and work out how you'll receive any repayments you're due.

SSE broadband internet problems

Problems with your SSE broadband connection can have a few causes including a general or local network outage; a faulty cable into or out of your router, even a faulty phone line. In this guide we'll show you how to deal with some common broadband faults, and how to arm yourself with the information you'll need to speak with a customer service representative or an engineer.

  • Status check – SSE broadband uses the Openreach network to provide its services to your home. If you're having inconsistent broadband or no broadband at all, the first thing to do is to check to see if it is a particular problem to you. You can do this by asking @YourSSE on Twitter for any updates. You can also use the 'Down Detector' website to see if the problem is national or local
  • Have you paid your bill? – Keep up to date with your bills by using your account pages on the SSE website. If you're out of funds and can't pay, contact SSE as soon as possible
  • Is it your SSE broadband router? – If you're having problems your router could be the problem. Switch your router off at the wall. Disconnect all the cables from your router. Wait for two minutes for it to properly power down. Reconnect all the cables. Wait two minutes. Turn your router back on. Try to connect to a website. If everything works, you've fixed it. If not, contact SSE and explain the problem
  • Unplug your phone – You SSE broadband router is connected to the wider network with a cable that plugs into your landline phone socket either with a small box called a microfilter, or using a double socket. Unplug your phone and test your broadband connection. If it's all good, then the problem could be with your phone, its cable, the microfilter or the phone socket
  • Wifi or broadband? – If you're having a problematic connection, see if it's your wifi. Do this by plugging your computer into you router using a network (ethernet) cable. Disable wifi on your computer, then see if you can connect to a website

Problems with SSE broadband wifi

Wifi is essential for broadband at home so if it is faulty or even refuses to connect, you need to find out why or maybe even fix it yourself as fast as possible.

Move your SSE broadband router

Wifi signals don't go through everything. Some of the things it can pass through, like doors, piles of magazines or video games, even plants can break up a clear signal leaving you with a slow or inconsistent connection to the internet. So, try moving your SSE broadband router to a more open area in your home.

Reset your SSE broadband router

Your SSE broadband router controls your wifi signal. Sometimes just turning your router off, waiting for a few minutes, and turning it back on can solve your problem.

Weak wifi signal?

If your SSE broadband signal is working fine in the room where you router is located but is weak or non-existent elsewhere then you might like to invest in what are called 'wifi boosters' or 'range extenders'. These are small boxes you can purchase online that, as the name suggests, boost or amplify your wifi signal.

Problems with your SSE broadband landline

Here are a few ways to fix your landline if it's being unreliable or if it's broken. If these solutions don't come up trumps, then the information you'll get can put you ahead of the game with SSE's help and support.

  • Test your phone on its own – Your landline shares either a double socket or a small microfilter with your SSE broadband's router. So, first try disconnecting your broadband cable from that socket or microfilter. If your landline works properly, then the issue might be with your broadband cable, with the microfilter or double socket or with your router
  • Check 'call divert' – A simple to solve problem is turning on 'call divert' or 'call blocking' or turning them on but forgetting to turn them off
  • Check the batteries – If you can't remember the last time you changed the batteries in your landline handsets, then it's probably time to do that now

Getting Help from SSE broadband

SSE has a decent set of help and support pages available for its broadband service on its website. You can also call directly or even use social media to get some faster feedback on your problem or complaint.

Customer service phone number

If you need to contact SSE broadband customer service the number to call is 0345 600 2006. Lines are open on Monday to Friday from 8am to 6pm. Saturday, 8am to 2pm.

Use social media to speed up response times

If you still think you're not getting a resolution, or a fast enough resolution, to your query or complaint, try social media. A polite request sent via SSE's Facebook or Twitter accounts could get your issue escalated.

Frequently asked questions

Problems with your bill?

The quickest way to contact SSE about your broadband contract is via your account page on the SSE broadband website. You can also call 0345 600 2006. Lines are open on Monday to Friday from 8am to 6pm. Saturday, 8am to 2pm.

Does SSE broadband own its own broadband network

No, SSE broadband uses the Openreach network infrastructure for its broadband and phones. However, you must need to contact SSE broadband if you need any help with your service or account.

How do I find out if there is a fault in my area?

SSE broadband doesn't have a way to check the status of its broadband service. However, because it uses the Openreach network, you can search for 'Openreach service status' online. Or you can tweet to SSE using @YourSSE to ask what the current service status is.

Can I use the SSE app for my broadband?

The SSE app is only useful to manage your energy supplies of they are provided by SSE. Your broadband account can be managed using your account pages on the SSE website.

Do I get a broadband discount if I use SSE for my gas or electricity?

SSE's electricity and gas supplies are separate from its broadband provision. So there's no real advantage if you already take your energy supplies from SSE.

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