General

Frequently Asked Questions

• Here to Help
• WiFi and Broadband problems
• All about routers
• About your bill
• All about Voicemail
• Picture messaging - MMS - no longer available

Click below for latest announcements

• MySure registration is open and ready to use.
• Increase in avoidable charges - 1st October 2019
• Pay As You Go - balance expiry news
• Jersey Fraud Prevention Warning - mobile phone roaming scams and thefts.

Terms & Conditions

• Complaints
• Jersey Terms & Conditions

Previous Price Change Announcements

• Pay Monthly Mobile price increases - 1st July 2019
• Notifice of Sure New Pay Monthly Mobiles Plans from 1st October 2018
• Notice of price changes to landline and broadband from 1st January 2019

Mobile

Frequently asked questions

• How do I check my balance?
• What am I charged for and how?
• Boosters
• Text messaging (SMS)
• Replacement SIM card
• How do I activate a SIM card?

See all 10 articles

Pay As You Go & Top Up

• Where to purchase a Sure SIM card
• Top Up (adding credit)
• Getting the most out of Pay As You Go

Switching to Sure

• Moving your mobile number
• Which is the right plan for me?
• New customer checklist
• Transferring your contacts - Apple
• Transferring your contacts - Android
• If you change your mind

Roaming

• Roaming Boosters (Pay Monthly only)
• Accessing Voicemail whilst abroad

More Mobile Questions

• Lost and Stolen
• Why is my bill higher this month?
• Voicemail
• How do I access voicemail
• Using WiFi
• Questions about your data allowance?

See all 14 articles

Get the guide for your phone

• iPhone guide
• Android guide
• Windows guide

Help Videos

• Understanding mobile data
• Getting the most out of Pay As You Go
• Using yor phone off island
• Mobile Voicemail
• SIM cards and PIN numbers
• Internet access on Android phones

See all 8 articles

Broadband & Suremail

Switching to Sure

• Sure DWA0120 router set up guide and install instructions
• Sure Tilgin Router User Guide
• If you change your mind

Broadband & WiFi Faults

• NEW: Tech Team
• Why can't I get decent WiFi?
• Fixing fibre broadband problems
• Engineer call out charges

Mobile internet & 4G Broadband

• About mobile internet

Suremail

• About Suremail
• Fixing Suremail and Email problems

Staying Safe Online

• Staying Safe Online
• Phishing - trying to steal your identity
• Email Saftey
• Jersey Fraud Prevention
• Spam Email
• WiFi security checklist - help video

Home Phone

Switching to Sure Home Phone

• Fixing landline problems
• How long does it take to switch?
• How to prevent unwanted or malicious calls
• Home Phone Packages
• How do I place an order
• Costs associated with moving to Sure

See all 7 articles

Call Charges

• Call charges - SureDial
• Non-geographic calls and premium numbers
• Current call rates

MySure & Contract information

My Sure Registration

• How to register and sign up to My Sure
• Invite other users to view the My Sure account

My Sure for Pay As You Go

• More features for your Pay As You Go Account
• See your top up history
• How to top up
• My Sure for Pay As You Go - How to register

My Sure - frequently asked questions

• Having problems with your account - contact us
• How do I cease or cancel a service?
• Find my PUK code
• Viewing your bills online - all you need to know
• Can I pay my bills online? - YES!

My Contract

• RPI Increases
• About your contract
• When does my contract end?
• What happens when my contract ends?
• What if I need a new handset before the contract ends?

Billing

About your bill

• Understanding your bill charges
• What is a part-period charge?
• Receiving your bill

Paying your bill

• Direct Debit form here
• Ways to pay
• What happens when a bill is not paid

Business help

Key contacts

• Your contacts at Sure