Fixing broadband and WiFi problems

If you are having problems with your broadband service or WiFi connectivity, please download our WiFi self Help tool, Sure Support. It will perform a network diagnosis in your home, then provide you with instructions on how to fix any issues.

Links to the Sure Support App in both iTunes and Android are provided below:

· For Android devices: Sure Support

· For Apple IOS devices: Sure Support


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 ensuring the line is fit for purpose from the exchange to your property.

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

Other factors that can impact speed are the age and power of your router and equipment, wiring in the home and the number 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 or support 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 an engineer visit or advise you 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 do our best to help you, there are still some support issues relating to email and routers that do not 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.

What about WiFi?

Sure are limited with supporting WiFi issues.  We suggest you contact a WiFi specialist for full support*.

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

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.

 * We accept no liability for any loss, damage, liability, negligence, injury, damage, cost, or expense that may arise in connection with any products or services that any WiFi specialists install or offer.




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