What to do before you cancel SSE broadband
Don’t just jump straight into cancelling - before ending a broadband service you should always check the terms of your contract, and have a new broadband deal ready to go.
Check your contract
SSE broadband deals have an 18 month contract period, and if you’re still within this term you will have to pay a fee for ending the service early. Check with SSE to see how long is left - if you can avoid it we recommend waiting until the contract has ended so you don’t need to pay more.
Find a new broadband deal
It’s always best to decide on a new broadband service before cancelling. If you cancel then sign up to a new deal you’ll be left without broadband for weeks, and may have to pay a higher setup fee.
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How to cancel SSE broadband
If you’re out of contract: cancelling SSE for free
The best way to cancel SSE is to simply switch to another provider on the same Openreach (BT telephone line) network used by SSE. When you do this your new provider will handle the switch; you may not have to speak to SSE at all, and on the day of the switchover you’ll experience just a brief interruption to the service.
If you are moving to a different network or no longer require broadband, then you’ll need to contact SSE to cancel. The quickest option is to call on 0345 071 9886.
You can also email [email protected] or write to:
SSE Phone & Broadband Cancellations
PO Box 230
For full information and contact details for SSE, check our dedicated SSE customer service page.
Cancelling SSE if you’re still in contract
Cancelling when you’re in contract is exactly the same as detailed above - either switch or contact SSE to request cancellation. The major difference is that you may be liable for an early termination charge, the amount of which is determined by the remaining time on your contract.
However, SSE does have a “happiness guarantee” which means that if you are dissatisfied you can cancel for free within the first 60 days. There is also no charge if you cancel by 5pm on the day before the service is due to start.
SSE broadband early cancellation fees
For termination at any point between the broadband service start date and the end of the 18th month of the contract there is an early termination charge for every day remaining of the contract. This is 39p per day (on average £11.86 per month) for (20) Unlimited Fibre with a maximum charge of £213.53 per contract. For (20) Unlimited Fibre Plus, it’s 44p per day (on average £13.38 per month) with a maximum charge of £240.90 per contract. These charges are not subject to VAT.
Prices last checked 02/21, but you should always confirm costs with your provider.
Frequently Asked Questions about cancelling SSE
What is SSE broadband’s notification period?
SSE has a 28 day notification period unless you switch to another Openreach provider in which case the switch will usually be completed within 14 days (you may be charged for the remaining days depending on the status of your contract).
Do I need to return my SSE Wi-Fi router?
If you joined in the last 12 months you will need to return the router, or you’ll be charged £54 - ask SSE for a pre-paid envelope.
Can I keep my phone number?
Your phone number can be moved. Ask your new provider when switching, and it may be a good idea to check with SSE to ensure they are aware too.
Can I cancel for free if my SSE broadband is too slow?
Some providers offer free cancellation due to slow speeds because they have agreed to the Ofcom broadband speed code of practice. But SSE has not signed on, so you do not have this right. SSE can still release you from a contract at its discretion, but it will probably require you to raise an official complaint once you have spoken to technical support and confirmed they are unable to fix the problem.