Your Sure Account and Contract

My Contract

• 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?

Mobile

Frequently asked questions

• Lost or stolen phone
• Forgot your PIN, find my PUK code
• Voicemail
• How do I check my balance?
• How do I swap my phone number from one SIM to another?
• Non-geographic calls and premium numbers

Pay As You Go & Top Up

• How to register for MySure app.
• Pay As You Go topping up (adding credit)
• Pay As You Go Classic Call Charges

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

Fibre Broadband

• Fibre Installation Guide
• 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

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

Broadband & WiFi Problems

• ★ Fixing broadband and WiFi problems
• Changing your username on the Technicolour DGA0122 router
• How do I reset my router?
• Changing your username on the Thomson TG789vn router
• Changing your username on the Technicolor TG 589vac V2 router
• Changing your username on the Technicolor TG 588V2 router

See all 11 articles

suremail.gg and cwgsy.net

• 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

4G Mobile Broadband

• 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

• 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
• Additional features charges
• Star Services
• TAS - Telephone Assistance Scheme

MySure - your online account and App

MySure Registration

• How do I register and sign up to MySure?

MySure for Pay As You Go

• MySure for Pay As You Go - How to register
• How do I top up in MySure?
• See your top up history
• More MySure features for your Pay As You Go

MySure - frequently asked questions

• Can I pay by bills online? - YES!
• Viewing your bills online - all you need to know
• Where do I find my PUK code in MySure?
• How do I cease or cancel a service?
• Having problems with your account - contact us
• How can I invite other users to view the MySure account?

More articles

• Manage add-ons (boosters, call barring, bar data roaming e.t.c.)
• Access your voicemail
• Change bill delivery method
• Manage your marketing preferences
• View and download your contract document
• Store payment details

See all 12 articles

Billing

About your bill

• How to understand your bill
• Part-Period charges and credits
• Receiving your bill
• Bill itemisation

Paying your bill

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

General

Frequently asked questions

• Being safe in a storm
• Moving House - what do I need to do?
• All about Email & Suremail
• All about the Sure Directory and the new app
• WiFi and Broadband problems
• Account Help - MySure, about my contract and registration help

See all 9 articles

Latest Announcements

• NOTIFICATION - Price increases from 1st July 2024
• Improvements to Roaming Spend Limits
• Fake Sure bills, scammers and phishing attempts - not from Sure
• SPAM emails general warning

Important information

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

Previous Price Change Announcements

• Broadband Price Adjustment - 1st February 2021
• Price increases to calls, texts and data (landline and mobile) from 1st September 2020
• 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

See all 7 articles

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

Regulatory Notices

Regulatory Notices - 2020

• NOTIFICATION - Retail Price Index (RPI) increases from 1st July 2020
• NOTIFICATION ISDN Price Increases - 1st April 2020

Previous 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 13 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