General

Frequently Asked Questions

• Fixing fibre broadband problems and WiFi issues
• All about routers
• About your bill
• All about Voicemail
• Picture messaging - MMS - no longer available

Click below for latest announcements

• Pay Monthly Mobile price increases - 1st July 2019
• New Account Number - all customers, from 1st April 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

• 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

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

• Switching your broadband to Sure
• Sure DWA0120 router set up guide and install instructions
• Sure Tilgin Router User Guide

Broadband & WiFi Faults

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

Mobile internet & 4G Broadband

• About mobile internet
• NEW - 4G Broadband

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

My Account & Contract info

My Account

• I am moving house, what should I do?
• Can I pay my bills online?
• My Account

My Contract

• RPI Increases
• About your contract
• When does my contract end?
• What happens when my contract ends?
• I want to cease my service/contract
• 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?
• What are these charges on my bill - show an example
• Receiving your bill
• Bill itemisation
• Non-geographic and premium rate calls

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
• Fault reporting