Just wished I'd have seen the thread on here regarding SSE before I swapped. This is going to be a long drawn out process. It takes about an hour to be able to talk to anybody. Then they only want the btw results. Arghh.
Ok, firstly do not worry, secondly snail mail (ie royal mail) is your friend. Do not even bother with the phone, it is for the script monkeys.
For the next 7 days, do speedtests over and over again, ensure they are over a wired connection so the ISP cannot argue the slowdown is wireless.
Do BT speedtest and also speedtests here, this way you have two sources. The BT speedtester will be faster, this is the nature of how it works. The speedtester uses a high number of threads at once (multi threaded).
It works like this. Say I am an ISP with 10Mbps backhaul between 2 houses. If both homes are downloading, each home gets 5Mbps each.
Now here is where it gets interesting.
I am an ISP, with 10Mbps backhaul between 2 homes.
HOUSE NUMBER 1:
House 1 is doing a standard download (single threaded)
HOUSE NUMBER 2
House 2 is doing a multi threaded download, with 9 threads (multi threaded)
There are effectively now 10 download streams in total.
1 stream to house number 1
9 streams to house number 2
House number 1 gets 1Mbps
House number 2 gets 9 Mbps.
Multi threaded hides the congestion here, like the BT wholesale checker.
The above is a very simplified example.
Anyway, the process to take, write a letter, with the recorded speedtests, post it to SSE, ensure it is clear this is a formal complaint. Provide the ISP the opportunity to resolve the issue ie by allowing you to leave. Within the letter detail that after 8 weeks you will seek ombudsman involvement. Ensure the letter is sent using signed delivery.
Also, at the same time, fill in the complaints form online at https://www.sse.co.uk/help/contact-us#q1
- ensure you select the reason for contacting them as you want to make a complaint.
In many ways, email and letter is best as there is evidence of the complaint.
Again, a contract is not enforceable if the service is congested to a level where it falls to 1Mbps... The provider is well aware of issues themselves as well.
If you want to save money, there are cheap providers such as talktalk where congestion is rare, but customer service is poor.
You also have the option of contacting another ISP, switching over, and disputing with SSE overtime regarding the fees. The ISP cannot stop you leaving. Ensure you get plenty of evidence if you do take this route.