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We want you to be totally happy with our phone and broadband services – even the things that are beyond our control. So we’ve compiled a list of information we think you may find useful.
In order to get your service back up and running as quickly as possible you’ll need to do some checks to make sure the fault isn’t with your own equipment.
The checks can be found in the link below and you may wish to save it so that you’ll have them in future if there’s a fault.
When a fault occurs it can be with your own equipment or wiring which is your own responsibility to maintain. If we send out an engineer to your property and the fault's not with our equipment, you could be charged for the visit.
Once you’ve completed the checks or if you are having difficulty carrying out the checks and if there is still a fault, contact us on 0800 294 4721*.
We offer a call barring service for premium rate numbers, as well as a number of other features. If you’re anxious about the amount of premium rate numbers called from your phone, we offer a call barring service to block calls to 0900-0909 numbers. If you want to use this service, or find out about other services we can offer, visit our call features page or call our Customer Services team on 0800 980 8262*.
PhonepayPlus is an industry funded regulatory body for all premium-rate charged telecommunications services. So if you find an unexpected premium rate number on your bill, you can contact PhonepayPlus to find out who they are.
Please note that PhonepayPlus do not deal with the charging of calls so cannot answer queries about costs.
Phone: 0800 500 212Website: http://www.phonepayplus.org.uk/
If you'd rather not get any unsolicited telemarketing calls, register online with the Telephone Preference Service at www.tpsonline.org.uk or call 0845 070 0707. They also offer a service to help with marketing faxes too, called the Fax Preference Service, at www.fpsonline.org.uk or call 0845 070 0702.
If you're unhappy with any service or contract you have with us, the first thing to do is let us know. Please phone us on:
0800 975 8311*
If you tell us you are not happy with the way we dealt with your enquiry or delivered a service, we'll do our best to sort things out immediately. If we cannot do this, we'll keep you informed about how long we expect to take to sort the matter out for you.
If you're still not satisfied, please ask to speak to a manager.
You'll get the same high level of attention if you prefer to get in touch by letter. Write to us explaining why you are unhappy and we'll do our best to reply to you within 10 working days of getting your letter. Here's the address:
talk/Broadband customer servicePO Box 230HavantPO9 9DT
We carefully monitor complaints so that we can avoid making the same mistakes again. If something does go wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn't happen to someone else.
If you are still unhappy eight weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.
We may agree with you earlier than this that you can refer your complaint to the Ombudsman, if we cannot sort the matter out for you. In this case, we would issue a 'deadlock letter', which allows the Ombudsman to look at your complaint earlier than eight weeks after you have raised it with us.
Their contact details are:
Post:Ombudsman Services: CommunicationsPO Box 730WarringtonWA4 6WU
Phone: 0330 440 1614 or 01925 430 049Textphone: 0330 440 1600 or 01925 430 886Fax: 0330 440 1615Email: email@example.com Website: www.os-communications.org
Find answers to the most common questions our customers ask us.
Visit the FAQs
If you'd like to contact us you can send us an email or give us a call
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SWALEC is a trading name of:
SSE Energy Supply Limited Registered in England & Wales No. 03757502 (Supply of Electricity, Home Phone, Broadband and Feed in Tariffs);
Southern Electric Gas Limited Registered in England & Wales No. 02716495 (Supply of Gas);
SSE Water Limited Registered in England & Wales No. 06021063 (Supply of Water);
SSE Home Services Limited Registered in Scotland No. SC292102 (Heating & Wiring, Shield Care & Servicing, Heating & Electrical Installations & Eco);
SSE Energy Solutions Limited Registered in Scotland No. SC386054(Energy Efficiency Installations & Insulation Products);
SSE Green Deal Provider Limited Registered in Scotland No. SC432920(Green Deal scheme)
All members of the SSE Group
The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited and SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU
The Registered Office of SSE Home Services Limited, SSE Energy Solutions Limited and SSE Green Deal Provider Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ