I was expecting some congestion at busy times but not to this extent. Streaming of HD content is virtually impossible in the evenings.

I am now committed to a 18 month contract.

Don't make the same mistake as me.

No chance . Just looking through the website it looks to be pure presentation with an amazing lack of detail and ease of access to what little is there.

Given how bad the throughput is, I would have though you have cause to request release from the contract, penalty free. If they flatly refuse, ask them for a deadlock letter. That enables you to go to their ADR - Ombudsman Services.

SSE broadband complaints.

Have things improved recently? I saw last night and today people saying things were much better.

Yes, it appears to be running a lot better now. I have replied to your comments on the other thread

Proof of the pudding is in the eating as they say.

In reply to a post by scotch_whisky:

I was expecting some congestion at busy times but not to this extent. Streaming of HD content is virtually impossible in the evenings.

I am now committed to a 18 month contract.

Don't make the same mistake as me.

You are by no means committed if the service is that poor. Complain, ensure it is officially logged as a complaint, ideally send it via a letter recorded or email high up. If the ISP cannot resolve ask for a deadlock letter, if the ISP does not resolve the complaint in 8 weeks you can go to ADR without a deadlock letter. Change ISP once you win the case, which you will at that level of service. Get evidence each evening.

Made the switch, and other than a config problem, no issues. Very early days, but sustaining a consistent 79.9/20 line speed and 75/28 throughput - tbb speed test results - over three days.

No sign of throttling yet, either.

Unfortunately, mine dropped again a couple of days after my post. I have BTOR coming tomorrow to confirm there is no problem with the line and then hopefully I will be released from contract.

2/3 of the gateways seem to be overly congested, it is much better on the 3rd if you can get on it.

Took the plunge to SSE early July, needed to save some money so this offer was welcome BUT.

Although being with BT Retail on its Infinity 1 package and constantly seeing speeds in excess of 30mbs my speed has dropped, after the 10 initial 10 days to around 20mbs on average but seen it as low as 15.

Checking the BT Wholesale website my IP Profile is now set to a max of 21.68. From an SSE perspective everything is working as it should but could not explain speed drop as provided by BT Openreach and should not be any difference. Went to further explain my line is operating within range of 18mbs - 40mbs and therefore OK. No where can I recall 18mbs being quoted and when queried advised it is in the contract, I looked while on the call and it is not!

After a long conversation, SSE have agreed as of 01/08/16 to ask BT to do a SNR reset to see if this brings the line speed back up. I have reverted to using the BT Openreach modem and my own router all of which were in place for 2.5 years with no service issues.

Don't mean to hi-jack the thread but thought as it is taking about SSE would be useful.

I do not think it is SSE, at the moment, but something odd is happening whether it is SSE or Openreach not sure yet. The only things that had changed are SSE as the provider and intially the SSE provided modem, now swapped out. Will post an update after the 10 day retrain period.

Edited by ktrill (Mon 01-Aug-16 17:58:59)

You've been told a load of rubbish there.

ISPs cannot ask for an SNR rest on FTTC, only an Openreach engineer can after fixing a fault. Nor is there any ten-day training, particularly if it is resold TalkTalk Business as opposed to BT Wholesale.

Ah - just spotted you have an IP Profile. That means BT Wholesale are the supplier to SSE. Your connection speed is ~22.40Mbps.

The only possibility is that SSE or their wholesaler have requested the highest Openreach stability setting by default, and as a result of your complaining have now ordered a more speed-oriented setting. There are three settings for this.

However, if they had ordered that way it should have kicked in at day one. Unless after ten days they request the change to the high stability setting.

But!

Did the speed drop when or up to a couple of days after you swapped out the Openreach modem?

Edited by RobertoS (Mon 01-Aug-16 18:39:34)

A very interesting thought about SSE ordering high stability profile, keep the max download speed down for the free offering!

Order of events are on Tue 5th July first thing AM the line had swapped over to SSE and therefore replaced the BT Openreach Modem with the SSE supplied Technicolor TG589VAC. I noticed within a few days (can't recall exactly when) the speed had dropped but waited the "10 days" before raising a query.

23rd July raised a query with SSE about speed and was asked to run various checks. When I called back on 1st August was advised was no point running the checks as my line is operating "normally" and they would take no further action.

It seems as though the new normal is my current bras / ip profile and no consideration is being given to the historical aspect of the line over 2.5 years. I put the BT Openreach modem back in along with my Netgear R7000 as this is the config I ran for 12 months + with BT with no issue and therefore I would hope to achieve similar sync speed / ip profile which I had with BT.

SSE are quoting a "normal" line would operate with the range 18Mbps to 40Mbps and I would have been informed of this. Nowhere can I find this range is defined as the operating range.

So will be interesting to see if indeed anything changes and if not if I can get out of the contract as signed up for 18 months.