General

Frequently Asked Questions

• Moving House - what do I need to do?
• Here to Help
• All about Email & Suremail
• All about Top Up and Pay As You Go
• Bills and bill queries
• WiFi and Broadband problems

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Click below for latest announcements

• Customer support centre, high volume notice. Monday 25th January 2021, 10:30am
• Jersey Directory - notice for Sure Customers
• Jersey Fraud Prevention Warning - mobile phone roaming scams and thefts.

Terms & Conditions

• Complaints
• Jersey Terms & Conditions

Previous Price Change Announcements

• Increase in avoidable charges - 1st October 2019
• Pay Monthly Mobile price increases - 1st July 2019
• NOTIFICATION: Price increases to calls, texts and data (landline and mobile) from 1st September
• Notifice of Sure New Pay Monthly Mobiles Plans from 1st October 2018
• NOTIFICATION - Retail Price Index (RPI) increases from 1st July 2020
• Notice of price changes to landline and broadband from 1st January 2019

Mobile

Frequently asked questions

• Lost and Stolen
• Forgot your PIN, find my PUK code?
• Boosters
• Voicemail
• How do I check my balance?
• How do I swap my phone number from one SIM to another?

See all 7 articles

Pay As You Go & Top Up

• How to get the app and UNLIMITED Insta, Whatsapp, Facebook and more!
• Pay As You Go topping up (adding credit)

Switching to Sure

• Back up your data - recommended
• Which is the right plan for me?
• Moving your mobile number
• If you change your mind

Roaming

• Spend Limits - protection from bill shock when roaming
• Boosters (add-ons)
• Accessing Voicemail whilst abroad

Get the guide for your phone

• iPhone guide
• Android guide
• Windows guide

Help Videos

• SIM cards and PIN numbers
• Internet access on iPhone
• Internet access on Android phones
• Registering your mobile
• Mobile Voicemail
• Understanding mobile data

See all 8 articles

Broadband & Suremail

Switching to Sure

• If you change your mind

Broadband & WiFi Faults

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

Mobile internet

• About mobile internet

suremail.je

• 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

• How do I place an order
• Costs associated with moving to Sure

Landline Help and FAQ's

• Fixing landline problems
• How to prevent unwanted or malicious calls

MySure & Contract information

MySure Registration

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

My Sure for Pay As You Go

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

My Sure - frequently asked questions

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

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

• Part-Period charges and credits
• Bill itemisation
• Receiving your bill

Paying your bill

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

Business help

Key contacts

• Your contacts at Sure

5G from Sure

Getting started with your 5G router

• Getting started with your 5G router