Mobile

Frequently asked questions

• Get the guide for my iPhone, Android, Windows phone
• 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?

See all 9 articles

Pay As You Go & Top Up

• Pay As You Go topping up (adding credit)
• Getting the most out of Pay As You Go

Roaming

• NEW: Smart Roamer Booster
• Roaming Boosters (Pay Monthly only)
• Data roaming
• Data Roaming Spend Limits
• 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
• Welcome Pack in full
• Lost or stolen phone
• Text messages converted to Picture messages
• How do I access voicemail?

See all 16 articles

Help Videos

• Mobile broadband explained
• Getting the most out of Pay As You Go
• Using your phone off island
• Understanding mobile data
• Mobile voicemail
• Registering your mobile

See all 9 articles

Broadband & Suremail

Signing up to Sure Broadband

• Moving House
• Signing up
• Voluntary agreement on Standards for Fixed Broadband Services
• Setting up Unlimited Broadband
• Setting up Superfast Broadband

Broadband & WiFi Faults

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

Mobile Internet

• About mobile internet

Help Videos

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

Staying Safe Online

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

Suremail

• Unable to receive emails?
• Fixing Suremail and Email problems
• 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

• Fixing landline problems
• Calling out an engineer

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

Frequently asked questions

• Can I pay my bills online?
• I am moving house, what should I do?
• I want to cease my service/contract
• My Account

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?

Billing

Frequently asked questions

• What are these charges on my bill - show an example
• What is a part-period charge?

About your bill

• Non-geographic and premium calls
• Bill itemisation
• Understanding your bill charges
• Receiving your bill

Paying your bill

• 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
• How do I set up broadband?
• All about routers
• All about Top Up and Pay As You Go

See all 15 articles

Click below for latest announcements

• Mobile price changes from 27th April 2018
• All Sure services are working normally - week beginning 14th May 2018
• Here to Help - Frequently Asked Questions
• SPAM emails general warning
• EU changes to data roaming
• Warning: Who is calling you? Please beware.

Terms & Conditions

• Guernsey Terms & Conditions
• Complaints

Directory

NEW: Guernsey Directory App

• Your frequently asked questions here
• How do I download the app?
• What does the app actually do?

Your most frequently asked questions here

• How to contact directory services
• How to request ex-directory
• Where to get a free paper directory
• Ways to find a number
• Directory recycling

Get listed in the directory

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

See all 7 articles

Directory deadline dates

• What happens if I miss the deadline?
• View the printed directory closing dates for the 2018 edition

Business help

Key contacts

• Your contacts at Sure

Regulatory Notices

Current Regulatory Notices 2018

• Mobile Out of Bundle Charges – 27th April 2018
• Notice of Sure Retail Broadband Price Changes - 29th January 2018
• Notice of Sure Free Broadband Speed Upgrade Offer in Alderney – 15th February 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