Engineer Visit Charges

If you have a Sure Jersey Landline or Broadband service, faults are managed slightly differently due to the local network setup on the island.

Who Manages Jersey Fixed Lines?

All fixed‑line and fibre infrastructure in Jersey is owned and controlled by JT. This means that while your service is provided by Sure, any faults must be logged through Sure and then passed on to JT engineers for investigation and repair.

Please note: Customers cannot log faults directly with JT — all reports must go through Sure.

Will I Be Charged for a Fault?

This depends on where the fault is found.

No Charge

You will not be charged if the fault is identified on:

• The JT external network
• The JT fibre line
• The JT Fibre Box

These repairs are fully covered, and there is no charge to you.

When Charges May Apply

Charges may apply if the fault is caused by damage, including:

• Damaged fibre cables
• A damaged fibre box
• Customer-owned equipment is causing the fault

Chargeable rates:

• £76.00 for the first 60 minutes
• £38.00 for every additional 30 minutes

You’ll always be advised if a fault is found to be chargeable.

Fault Repair Timescales (SLA)

The standard Service Level Agreement (SLA) for fixing faults is 3–5 working days.

Please be aware:

• Weekends are not included in this timescale
• JT engineers do not operate at weekends, so faults are only worked on during weekdays

Need to Report a Fault?

If you’re experiencing an issue with your Jersey Landline or Broadband service, please contact Sure Customer Support, who will log the fault and liaise directly with JT on your behalf.