sse 19-2Y Range Broadband Packages User Guide

sse 19-2Y Range Broadband Packages

The 19-2Y range of SSE broadband products

Our fixed term broadband packages, part of the 19-2Y product range, provide access to the internet from a fixed location. They are only available to residential customers with an active phone line. The fixed term contract duration for these products is 24 months.
As noted in the terms and conditions applicable to the use of these products, use of the internet needs to conform to our Acceptable Use Policy and Traffic Management Policy which can be found, along with the terms and conditions, on our website at:
sse.co.uk/help/phone-and-broadband/regulations- broadband
Each of these products come with an unlimited data usage allowance. There are factors which could affect the speed of data transfer and hence the amount of data that can be downloaded/uploaded on any given day, such as your maximum line speed as well as network capacity. Adverse weather conditions, internal wiring, electrical interferences, network congestion and technical restrictions of your browsing device may all affect the download/upload speed and are beyond our control.
A personalized download speed estimate for broadband at the property is provided before the point of sale, but this estimate remains a guideline as the actual speed will always be affected by the factors highlighted above.
To enable the connection, we provide a pre-configured self-install wireless router
that will connect to our network with minimal effort. An engineer appointment at the customer’s premises may sometimes be required; if this is the case a quotation for any specific/additional charges would be provided prior to arranging the appointment.
Our ‘Guide to Engineering Works and Equipment’ can be found at:
sse.co.uk/help/phone-and-broadband/regulations-phone and provides useful information on possible additional charges.
Prices
The price of these broadband packages is listed below. If you choose to have your phone line rental with SSE, this will be added to your package and appear on your bill as a separate line item, however a ‘bundle’ discount (equivalent to the line rental value) is also added. This implies that your overall package cost for your broadband will remain the same whether taken with SSE line rental or standalone.

All prices quoted include VAT at 20%, unless otherwise stated. Pricing updates are found on our website at:
sse.co.uk/help/phone-and-broadband/price-changes

Other important information

• Switching from another provider takes around 18 days for most customers:

  • We’ll arrange to switch your broadband service to SSE from your current provider;
  • You won’t need to contact your current provider unless your service is with Virgin Media;
  • Your current provider will contact you to confi rm your supply is switching away and will let you know any exit fees for your contract with them; SSE will let you know what your planned start date is by email or letter around 10 days after you signed up;

•  About bills: the default option offered to all new customers is monthly e-bills;
  a monthly paper bill can be requested at a charge of £2 per bill. Only one bill is produced for phone and broadband services.

•  Bill calculation: monthly bills are issued from the day of service activation. The first bill will include: Any upfront charges (e.g. line connection fee), and the first month’s rental. All subsequent bills will contain the upcoming month’s fixed rental charges, and any charges made over the previous month (e.g. call charges).

• The standard payment method available to new customers is variable Direct Debit.

• It is important that you are aware of our:

  • General Terms and Conditions for the Supply of Broadband service;

  •  Broadband Code of Practice;

  • Complaints Code;
    These documents can be found on our website in this area:1. Switching from another provider takes around 18 days for most customers:

  •  We’ll arrange to switch your broadband service to SSE from your current provider;

  • You won’t need to contact your current provider unless your service is with Virgin Media;

  • Your current provider will contact you to confi rm your supply is switching away and will let you know any exit fees for your contract with them; SSE will let you know what your planned start date is by email or letter around 10 days after you signed up;

• About bills: the default option offered to all new customers is monthly e-bills;
  a monthly paper bill can be requested at a charge of £2 per bill. Only one bill is produced for phone and broadband services.

• Bill calculation: monthly bills are issued from the day of service activation. The fi rst bill will include: Any upfront charges (e.g. line connection fee), and the first month’s rental. All subsequent bills will contain the upcoming month’s fi xed rental charges, and any charges made over the previous month (e.g. call charges).

•  The standard payment method available to new customers is variable Direct Debit.

• It is important that you are aware of our:

  •  General Terms and Conditions for the Supply of Broadband service;
  •  Broadband Code of Practice;
  •  Complaints Code;
    These documents can be found on our website in this area: sse.co.uk/help /phone-and-broadband/regulations-broadband

Cancellation and early termination charges

The following charges may apply following cancellation of the broadband contract:
If you cancel your broadband order before your service start date, there will be no charge unless you have already received your router and you do not return this to us. When you notify us of your cancellation, we will send you a prepaid postage envelope for the return of the router. Should you not return your router within 30 working days an equipment charge of £54 will be added to your account.
For termination at any point between the broadband service start date and the end of 18th month of the contract there is an early termination charge for every day remaining of the contract.

These charges are not subject to VAT.
These packages are covered by our ‘Happiness Guarantee’ promise, which waives termination charges applicable on your contract if you decide to leave due to dissatisfaction with the broadband service provided by SSE. The ‘Happiness Guarantee’ applies only to the fi rst 60 days of this fi xed term contract. More details can be found on our website, in the broadband regulatory page:
sse.co.uk/help/phone-and-broadband/regulations- broadband

Our contact details

Last updated: October 2022
In 2020, SSE Phone & Broadband was acquired by OVO Energy as part of its purchase of SSE Energy Services from SSE plc. The SSE name and the accompanying SSE logos are owned by, and are registered trademarks of, SSE plc and its subsidiaries and are licensed to OVO (S) Energy Services Limited (OVO’’s GB domestic retail business). SSE, which owned SSE Phone & Broadband prior to its sale to OVO Energy in 2020, has given permission for the SSE brand to be used under licence until April 2023 to support a smooth transition to TalkTalk. SSE Phone & Broadband is the trading name of OVO (S) Retail Telecoms Limited. The registered offi ce of OVO (S) Retail Telecoms Limited is 1 Rivergate, Temple Quay, Bristol, BS1 6ED. Registered in England and Wales number 10086511. OVO (S) Energy Services Limited entered into an agreement to sell OVO (S) Retail Telecoms Limited to Tosca IOM Finco Limited (a member of the TalkTalk Group) on 3rd August 2022 sse.co.uk

References

• Energy Supplier, Switch Gas & Electricity Provider | OVO Energy
• Energy Supplier, Switch Gas & Electricity Provider | OVO Energy
• Energy Supplier, Switch Gas & Electricity Provider | OVO Energy

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