Account Information & MySure- Online

Your Account

• Contact Us
• How do I cancel a service?
• About your contract
• When does my contract end?
• What happens when my contract ends?

MySure

• How do I set up a My Sure Account?
• How to use my MySure for my Account and Contract Information
• How to use my MySure for my billing
• How do I use my MySure Account ?
• How do I top up in MySure?

General

Frequently asked questions

• Being safe in a storm
• Moving House - what do I need to do?
• All about the Sure Directory and the new app
• What if I need a new handset before the contract ends?
• WiFi and Broadband problems
• Bills and bill queries

See all 7 articles

Latest Announcements

• RESOLVED - Service Announcement - Mobile Issues - April 12th, 2025
• UPDATED: Power cut affecting customers
• UPDATED - Service Announcement - Draytek router issues - 24th March 2025
• Service Announcement - Broadband connectivity issues - 18th March 2025 - *RESOLVED*
• Phishing Attempt: 'CWGSY webmail'
• Improvements to Roaming Spend Limits

See all 8 articles

Important information

• Here to help guide
• Complaints
• Guernsey Terms & Conditions

Broadband & Suremail

Fibre Broadband

• Fibre Installation Guide
• Fibre Frequently Asked Questions
• Battery back-up for mains powered ONT
• Fibre Broadband is available at my property, what happens now?

Signing up to Sure Broadband

• Voluntary agreement on Standards for Fixed Broadband Services

Broadband & WiFi Problems

• Copper Troubleshooting
• Fibre Troubleshooting
• Wi-Fi Troubleshooting
• Sure Support App - diagnose and solve broadband issues from your mobile.

suremail.gg and cwgsy.net

• Staying Safe Online
• Frequently Asked Questions for Sure Mail and Email

Home phone

Order home phone

• Costs Associated with Moving Your Sure Services
• 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
• Star Services

Mobile

Mobile Fault and Phone Guides

• Android Guide
• Mobile Fault
• iPhone guide
• Windows guide
• Back up your data - recommended
• How do I turn apps off?

Pay As You Go Top Up

• Pay As You Go topping up (adding credit)
• Pay As You Go Classic Call Charges
• How do I check my balance?
• Where to purchase a Sure SIM card

Sim, Pin and PUK

• eSIM
• Forgot your PIN, find my PUK code
• How do I swap my phone number from one SIM to another?
• PUK code - forgot your PIN

Star Services and Voicemail

• Star Services and Voicemail

Switching to Sure

• What is the right plan for me?
• Moving your mobile number
• If you change your mind
• New customer checklist

Roaming

Roaming

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

Billing

About your bill

• Understanding your Bill
• Part-Period charges and credits
• Receiving your bill
• Bill itemisation

Paying your bill

• Help! I can’t pay my bill
• Ways to pay your bill
• Direct Debit Form
• TAS - Telephone Assistance Scheme

RPI

• NOTIFICATION - Price increases from 1st July 2024

Directory

Your directory entry

• Making changes to your Guernsey Directory white pages listing

Guernsey Directory App

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

Directory FAQs

• Where to get a free paper directory
• Directory recycling

Yellow pages & advertising

• Advertising in the directory
• Yellow Page and classified listings

Business help

Key contacts

• Your contacts at Sure