Troubleshooting checklist

Troubleshooting checklist

The good news is that the vast majority of factors adversely affecting broadband speed occur in and around the home and can be solved quickly, cheaply and easily by you.

Please following the steps below and with a little time and effort, you should start achieving speeds closer to those that your line will allow. 



Check your equipment

  1. Make sure the Router is turned on and it has lights.
  2. Check the router is connected to the telephone line via a microfilter (unless you have a dedicated socket) and that is it plugged into the master socket (usually found where the wires from outside enter the property)
  3. Try turning the router off and waiting for 60 seconds before turning it back on.

 Check the telephone Line

  1. Connect a telephone to the line and listen for a dial tone.
  2. If you find you have no dial tone or the line has noise such as hissing or crackling, you will need to report this as aline fault, the phone line has to be fixed and working before any broadband fault can be addressed.

Slow Speed

  1. Make sure your equipment does not have any viruses – use anti-virus software to keep it clean.
  2. Learn how to turn off apps when they are not in use on your devices, as these can perform updates which can slow it down.
  3. Turn off other devices that are not in use and may be competing for bandwidth on the same broadband connection.  Think about all computers, Sky boxes, games consoles, tablets, phones and even Smart TV’s.
  4. Is it a busy time?  Evenings and weekends are popular times for everyone to want to be online.  This increased traffic can affect the speed on some of the websites you want to access.  You could try plugging in an Ethernet cable instead of using WiFi during busy times.

If you want to perform a speedtest in advance of calling us please and try it at different times of the day.   For the most accurate results please connect your PC to your router via a network Ethernet cable before running the test.  Tests over mobiles or tablets are not 100% accurate. 

1. Change Server


2. Select Sure, St Helier or London for the best results for Guernsey


 3. This picture shows the download speed of 91.00Mbps


 If you have standard broadband we do not consider anything between 11 and 20Mpbs to be slow.

If you have superfast broadband we do not consider anything between 23 and 35Mpbs to be slow.

Reset your browser

Resetting your web browser can resolve numerous problems and will help remove pop ups, toolbars, search providers you don't recognise and extensions you did not install.  But bear in mind it will also remove all of your settings (passwords, history, home page etc.). Your favourites may not be deleted. 

Each browser works slightly differently but but most will respond to these instructions.  If not try searching for instructions in Google.

1. Close all Internet Explorer and Explorer windows that are currently open.

2. Start Internet Explorer....

3. On the Tools menu, tap or click Internet options....

4. In the Internet Options window, tap or click on the Advanced tab.

5. Tap or click RESET.

Clear cache and cookies

Clearing your web browser's cache, cookies and history may remove some data that you wish to keep such as saved passwords, shopping cart contents, etc. You may wish to record some of your information first.

Each browser has slightly different instructions, usually found in "settings" menus.  If you can't locate it try searching in your browser's HELP menu for "clear cache".

As a last resort before calling us to report a fault, you can try doing a factory reset. Please note that if you have changed your WiFi name or password a reset will revert back to the default settings. We would only recommend this for routers that have been provided by Sure.

Insert a pin or paper clip into the back of the router in the reset button for 10 seconds.



This will erase corrupt information that may have collected in the settings of your router/modem.

If you have tried all of the above and are still experiencing issues, please do not hesitate to contact us for more help and support by dialling 151 from Guernsey landlines and mobiles, or the Customer Contact Centre on 01481700700. You can also log faults on our website or email

Please note:  If we need to arrange for an engineer to visit the property, this may incur charges.  We ask that the account holder accepts the charges before the engineer is deployed. 


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