Sure provides home phone services delivered over the local infrastructure. While we handle your billing and customer support, our infrastructure partner, Jersey Telecom (JT), is responsible for the physical network between the exchange and your property.
Support & Repairs
If you experience issues with your landline, our team will guide you through initial troubleshooting over the phone. If these steps do not resolve the issue, we will coordinate with JT to arrange an engineer visit.
Engineer Visits: JT engineers will never enter your property without prior arrangement.
Potential Charges: If the fault is determined to be an internal issue (such as damaged equipment inside your home), a call-out fee will apply. We require your confirmation that you accept these potential charges before we can book an engineer appointment.
Fee Schedule: You can view our current list of charges here.
Troubleshooting Checklist
Before reporting a fault, please try these simple checks to see if the issue can be resolved at home:
General Connectivity Issues:
Check Connections: Ensure all phones are plugged securely into their sockets.
Check Handsets: Verify that all handsets are on the hook.
Filters: If you have copper broadband, try replacing your microfilter, as these can become damaged.
Fibre Power Cycle: If you have a fibre service, try turning off your Genexis ONT box for 10 minutes, then turn it back on.
Isolate Equipment: Unplug all additional devices (Sky boxes, alarms, etc.) and test a single phone directly in the main wall socket.
Environmental Check: Ensure your wall socket is clean and free from moisture or dampness.
Test Alternative Hardware: If possible, try a different phone handset to rule out a faulty device.
No Dial Tone:
Test Multiple Sockets: Check all other phones in the house to see if they have a dial tone.
Account Status: Please contact us to ensure there are no issues with your account status or outstanding payments that may have resulted in a service restriction.
Noisy or Crackly Lines:
Broadband Interference: Noisy lines can often be caused by broadband interference. Replacing your microfilters (for copper services) often resolves this.
How to Report a Fault
If you have completed the steps above and are still experiencing issues, we are here to help. You can report your fault using any of the following methods:
Phone: Call us at 0808 1015247
Social Media: Message us on our Sure Jersey Facebook page
Email: Contact us at comment@sure.com
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