Mobile

Frequently asked questions

• Lost or stolen phone
• 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)

Roaming

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

Switching to Sure

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

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 9 articles

Broadband & Suremail

Signing up to Sure Broadband

• If you change your mind
• Voluntary agreement on Standards for Fixed Broadband Services

Broadband & WiFi Faults

• Fixing broadband and WiFi problems
• Troubleshooting checklist
• Calling out an engineer

Suremail

• Fixing Suremail and Email problems
• About Suremail including @cwgsy.net

Staying Safe Online

• Spam email
• WiFi security checklist
• Staying Safe Online
• Email Safety
• Phishing - trying to steal your identity

Mobile Internet

• About mobile internet

Help Videos

• How to set up a router
• Getting the best from your broadband
• Broadband security
• Mobile broadband explained

Home phone

Order Home Phone

• How do I place an order
• Costs associated with ordering and moving Sure Home Phone

Faults

• Calling out an engineer
• Fixing landline problems

Landline help and FAQ's

• How to prevent unwanted or malicious calls
• How to set up and use home voicemail
• Additional features charges
• Star Services

MySure & Contract information

My Sure Registration

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

My Sure for Pay As You Go

• My Sure 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

• Can I pay by bills online? - YES!
• Viewing your bills online - all you need to know
• 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
• Receiving your bill
• Bill itemisation

Paying your bill

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

General

Frequently asked questions

• Moving House - what do I need to do?
• Here to Help
• All about Email & Suremail
• All about the Sure Directory and the new app
• WiFi and Broadband problems
• Account Help - My Sure, about my contract and registration help

See all 10 articles

Click below for latest announcements

• Customer notice about our contact centre - 23rd March 2020 17:45
• COVID-19
• Fake bills, scammers and phishing attempts - not from Sure
• MySure registration is open and ready to use.
• SPAM emails general warning

Terms & Conditions

• Complaints
• Guernsey Terms & Conditions

Previous Price Change Announcements

• NOTIFICATION: Fixed line price changes from 1st October 2018
• Pay Monthly mobile price increases - 1st July 2019
• Notice of Sure New Pay Monthly Mobile Plans from 1st October 2018
• Increase in avoidable charges - 1st October 2019
• Notice of Sure Retail Broadband Price Changes from 1st January 2019

Directory

NEW: Guernsey Directory App

• How do I download the app?
• What does the app actually do?

Your most frequently asked questions here

• Ways to find a number
• Where to get a free paper directory
• How to request ex-directory
• How to contact directory services
• More questions? Check here for the answer.
• Directory recycling

See all 7 articles

Get listed in the directory

• Mobile phone listings
• Changing an existing directory entry
• Advertising details, price lists & sizes
• Directory forms online
• Additional directory entries
• White page listings

See all 7 articles

Directory deadline dates

• What happens if I miss the deadline?

Business help

Key contacts

• Your contacts at Sure

Regulatory Notices

Regulatory Notices 2019

• Notice of Sure New 4G Mobile Broadband Plans and Free 4G Tablet Promotion
• Notice of Sure New Pay Monthly Mobile Plans from 8th January 2019
• Notice of Sure New Pay Monthly Mobile Roaming Booster Promotions

Previous Regulatory Notices 2018

• Notice of Sure Home and Mobile bundles amemendments from 1st October 2018
• Notification: Fixed Line price increase from 1st October 2018
• Notice of Sure Free Broadband Speed Upgrade Offer in Alderney – 15th February 2018
• Notice of Sure Retail Broadband Price Changes - 29th January 2018
• Mobile Out of Bundle Charges – 27th April 2018

Previous Regulatory Notices 2017

• Notice of Sure Big Bundle Promotion - 1st September 2017
• Notice of September Pay Monthly and PAYG Mobile Offers – 7th September 2017
• Notice of Sure Big Bundle Promotion Extension - 12th October 2017
• Notice of New Smart Roamer Boosters - 3rd July 2017
• Notice of Free to Receive Calls Within EU Countries - 8th August 2017
• Notice of Mobile Roaming Tariffs & Boosters - 1st August 2017

See all 14 articles

Previous Regulatory Notices 2016

• Broadband offer extended until the end of February 2016
• Charges for data for Pay As You Go customers - 8 March 16
• Minimum call charge on landlines increase notice - 1st March
• Paper bill fees and payment processing fee changes - Feb 16
• Automated bill payments discontinued - 8 February 2016
• New Broadband Offer - from 1st October 2015 extended to 29th February 2016

See all 9 articles

5G from Sure

Getting started with your 5G router

• Getting started with your 5G Router