Mobile

Frequently asked questions

• How do I check my balance?
• Apps
• How do I turn apps off?
• Replacement SIM card
• How do I swap my phone number from one SIM to another?
• How do I activate a SIM card?

See all 8 articles

Pay As You Go & Top Up

• Where to purchase a Sure SIM card
• Pay As You Go topping up (adding credit)
• Getting the most out of Pay As You Go

Roaming

• Roaming Boosters (Pay Monthly only)
• Accessing voicemail while abroad

Switching to Sure

• What is the right plan for me?
• Moving your mobile number
• New customer checklist
• Back up your data - recommended
• Transferring your contacts - Apple
• Transferring your contacts - Android

Get the guide for your phone

• iPhone guide
• Android guide
• Windows guide

More Mobile Questions

• Non-geographic calls and premium numbers
• Boosters
• Lost or stolen phone
• Text messages converted to Picture messages
• How do I access voicemail?
• Why is my bill higher this month?

See all 15 articles

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

• Setting up Unlimited Broadband
• Voluntary agreement on Standards for Fixed Broadband Services
• Signing up
• Moving House
• Setting up Superfast Broadband
• Sure DWA0120 router set up guide and install instructions

Broadband & WiFi Faults

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

Mobile Internet

• About mobile internet

Help Videos

• Getting the best from your broadband
• Broadband security
• Mobile broadband explained

Staying Safe Online

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

Suremail

• Suremail Problems - 1st February 2019
• Fixing Suremail and Email problems
• Unable to receive emails?
• About Suremail
• Spam Email
• cwgsy.net email

Home phone

Order Home Phone & moving house

• How do I place an order
• Costs associated with ordering and moving Sure Home Phone
• Home Phone packages
• Moving your home phone

Faults

• Calling out an engineer
• Fixing landline problems

Landline help and FAQ's

• Star Services
• How to set up and use home voicemail
• Additional features charges
• Intercept calls / changed number intercept
• Alarm calls
• How to prevent unwanted or malicious calls

See all 7 articles

My Account & Contract info

My Account

• My Account
• I am moving house, what should I do?

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

• Receiving your bill
• Understanding your bill charges
• Bill itemisation

Paying your bill

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

General

Frequently asked questions

• All about the Sure Directory and the new app
• All about Email & Suremail
• Fixing WiFi and Broadband problems
• All about routers
• All about Top Up and Pay As You Go

Click below for latest announcements

• Pay Monthly mobile price increases - 1st July 2019
• New Account Number - all customers, from 1st April 2019
• Pay As You Go - balance expiry news
• Fake bills, scammers and phishing attempts - February 2019
• Notice of Sure New Pay Monthly Mobile Plans from 8th January 2019
• SPAM emails general warning

Terms & Conditions

• Complaints
• Guernsey Terms & Conditions

Previous Price Change Announcements

• NOTIFICATION: Fixed line price changes from 1st October 2018
• Notice of Sure New Pay Monthly Mobile Plans from 1st October 2018
• 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

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

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

Previous Regulatory Notices 2015

• Price increases from 7th March 2016
• Fixed Line Changes - 1st September 2015
• Broadband offer - 4th March 15 (revised)
• Fixed line charges amendement effective from 1st June 2015
• Broadband Offer - ends 15th September 2015
• Broadband Offer - 4th March 2015