Engineer Visit Charges

If you’re experiencing an issue with your Sure Guernsey Landline or Broadband service, this article explains how faults are handled, when charges may apply, and how long repairs usually take.

How Do I Report a Fault?

All faults with Sure Guernsey Landline and Broadband services must be reported directly to Sure.

Our team will investigate the issue and arrange an engineer visit if needed.

Will I Be Charged for a Fault?

This depends on where the fault is found.

When You Won’t Be Charged

You will not be charged if the fault is located on:

• The external line
• The master socket (for copper services)
• The fibre box (for fibre services)

Repairs up to these points are covered as part of your service.

When Charges May Apply

Charges may apply if the fault is caused by damage, including:

• Damaged fibre cables
• A damaged fibre box
• Customer-owned equipment is causing the fault

Chargeable rates:

• £70.00 for the first 30 minutes
• £35.00 for each additional 30 minutes

If a fault is found to be chargeable, this will always be explained before work is carried out.

Understanding the Master Socket & Fibre Box

Copper Line (Landline / Copper Broadband)

Street Network
     │
     │
[ Sure Network ]
     │
     │
[ Master Socket ]
     │
     │
Internal Wiring / Extensions
     │
Phones / Routers

• ✅ Up to and including the master socket → Covered by Sure
• ⚠️ Beyond the master socket (internal wiring, extensions, equipment) → May be chargeable

Fibre Broadband

Street Fibre Network
          │
          │
     [ Fibre Cable ]
          │
          │
     [ Fibre Box ]
          │
          │
Internal Cabling / Router

• Fibre line and fibre box → Covered by Sure
• Damage to fibre cable or fibre box → May be chargeable

How Long Will a Repair Take?

The standard Service Level Agreement (SLA) for Guernsey landline and broadband faults is:

3–5 working days

Please note:

• Weekends are not included
• Sure engineers are not available at weekends

All fault repairs are completed during weekday working hours only.

Need Help?

If you’re having difficulty with your service or would like to report a fault, please contact Sure Customer Support, and we’ll be happy to help.