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Fixing broadband and WiFi problems

Broadband and WiFi in Guernsey Self Help Guide

What does Sure provide?

Sure provides you with a broadband service over copper lines that are owned by Sure in Guernsey. Sure is responsible for making sure the line is fit for purpose from the exchange to your property.

The speed you can achieve depends on the length of these lines.

Other factors that can affect speed are the age and power of your router/computer, wiring in the home and amount of devices trying to connect at the same time.

Sure can provide a pre-configured router to all our customers if they need one.  Prices vary depending on length of contract and special offers available at the time you enquire.

Sure does not provide WiFi.

What support does Sure provide?

If you have problems Sure can take you through some checks over the phone and will either solve the problem, recommend that an either an engineer visit is required or that you need to seek further assistance from a computer shop.

What Sure can’t do

Sure engineers won’t enter your property without prior arrangement. If during the visit the fault is found to be an internal issue, such as faulty wiring or sockets, you will be asked to pay for the call out. We do need you to confirm you’re happy with this ahead of the appointment being made.   A current list of charges can be found here Engineering charges.

Whilst we will always to our best to help you, there are still some support issues relating to email and routers that do fall within the remit of the services provided by Sure (Guernsey) Limited. For example, routers that were not supplied by Sure are not supported and we can’t help with sending and receiving emails in Outlook.   Should you require assistance with such issues, please contact a reputable computer company such as Arcadia Express* (Bank House, Southside, St Sampsons, 01481 242103), who may be able to assist you further.

What about WiFi?

Sure will help with WiFi issues if the router was provided by Sure, for all other WiFi issues we suggest you contact a reputable computer company such as Arcadia Express* (see above).

WiFi creates a network in your home or office – a little zone where computers can get broadband internet using radio waves, just like a TV or mobile phone. You may hear this zone referred to as a WLAN (Wireless Local Area Network).   Your wireless transmitter (router) receives information from the internet via the broadband connection, then converts the information into a radio signal and sends it.

For more information on how it all works click here http://www.bbc.co.uk/webwise/guides/about-wifi

This is normally fairly reliable, however, if the router fails or if too many people are trying to use the radio waves at the same time, users can experience interference or lose their connections.

Click here to watch our video and see the full Troubleshooting Checklist.

 *Sure are not affiliated with Arcadia Express in any way and this notice does not constitute a recommendation of their products or services. We accept no liability for any loss, damage, liability, negligence, injury, damage, cost or expense which may arise in connection with any products or services that Acadia Express may offer.

 

 

 

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