Why can't I get decent WiFi?

If you are having problems with your broadband service or WiFi connectivity, please download our WiFi self Help tool, Sure Support. It will perform a network diagnosis in your home, then provide you with instructions on how to fix any issues.

Links to the Sure Support App in both iTunes and Android are provided below:

What does Sure provide?

Sure provides you with a broadband service over fibre lines that are owned by Jersey Telecom in Jersey but billed to you by us, usually at reduced rates. JT are responsible for making sure the line is fit for purpose from the exchange to your property, but we will contact them on your behalf if you have a fault.

Factors that can affect speed are the age and power of your router/computer, wiring in the home and amount of devices trying to connect at the same time.

Sure can provide a pre-configured router to all our customers if they need one.  Prices vary depending on length of contract and special offers available at the time you enquire.

Sure does not provide WiFi.

What support does Sure provide?

If you have problems Sure can take you through some checks over the phone and will either solve the problem, recommend that an engineer visit is required or that you need to seek further assistance from a computer shop. The engineer will be from JT.

What Sure can’t do

Engineers from JT won’t enter your property without prior arrangement with Sure. If during the visit the fault is found to be an internal issue, such as faulty wiring or sockets, you will be asked to pay for the call out. We do need you to confirm you’re happy with this ahead of the appointment being made.   A current list of charges can be found here Engineering charges

Whilst we will always do our best to help you, there are still some support issues relating to email and routers that do not fall within the remit of the services provided by Sure (Jersey) Limited.   For example, routers that were not supplied by Sure are not supported and we can’t help with sending and receiving emails in Outlook. Should you require assistance with such issues, please contact a reputable computer company such as Tech Supplies*, 18 Sand St, St Helier, JE2 3QF.

What about WiFi?

WiFi creates a network in your home or office – a little zone where computers can get broadband internet using radio waves, just like a TV or mobile phone. You may hear this zone referred to as a WLAN (Wireless Local Area Network).   Your wireless transmitter (router) receives information from the internet via the broadband connection, then converts the information into a radio signal and sends it.

Sure will help with WiFi issues if the router was provided by Sure, for all other WiFi issues we suggest you contact a reputable computer company such as Tech Supplies* (see above).

For more information on how it all works click here http://www.bbc.co.uk/webwise/guides/about-wifi

*Sure are not affiliated with Tech Supplies in any way and this notice does not constitute a recommendation of their products or services. We accept no liability for any loss, damage, liability, negligence, injury, damage, cost or expense which may arise in connection with any products or services that Tech Supplies may offer.