General

Frequently Asked Questions

• Paying your bill and other questions
• Moving House - what do I do?
• Fixing WiFi and Broadband problems
• All about SIM card - swap, activate and replace
• All about Top Up and Pay As You Go

Click below for latest announcements

• Unable to access the internet - TP Link router issues - 24 June 2019
• Broadband Security Enhancement - Blocking Port 25 on 17th June 2019
• Notice of price increases from 1st June 2019
• Pay As You Go - balance expiry news
• New Account Number - for all customers, from 1st April 2019
• Switch and Save - here is how

Terms & Conditions

• Terms & Conditions
• Complaints

Mobile

Switching to Sure

• Moving your mobile number
• Which is the right plan for me?
• New customer checklist
• Transferring your contacts - Apple
• Transferring your contacts - Android

Pay As You Go & Top Up

• Where to purchase a Sure SIM card
• Getting the most out of Pay As You Go
• Pay As You Go topping up (adding credit)

Frequently asked questions

• How do I check my balance?
• Text messaging (SMS)
• Boosters
• Apps
• How do I turn apps off?
• Replacement SIM card

See all 12 articles

Get the guide for your phone

• iPhone guide
• Android guide
• Windows guide

Roaming

• Roaming Boosters (Pay Monthly only)
• Accessing Voicemail while abroad

More Mobile Questions

• Forgot your PIN?
• Lost or stolen phone
• Why is my bill higher this month?
• What am I charged for and how?
• Using WiFi
• Data fair use policy

See all 10 articles

Help Videos

• Understanding mobile data
• Getting the most out of Pay As You Go
• Using your phone off island
• Mobile voicemail
• SIM cards and PIN numbers
• Internet access on Android phones

See all 8 articles

Broadband & Suremail

Switching to Sure

• Switching your broadband to Sure
• Signing up and costs
• Sure DWA0120 router set up guide and install instructions

Broadband & WiFi Faults

• Fixing broadband & WiFi problems
• Broadband speeds explained
• Troubleshooting checklist
• Engineer call out charges

Mobile internet & 4G Home Broadband

• About 4G Home Broadband
• How to connect to the internet using Sure's 4G Home Broadband Service
• About mobile internet
• Changes to Sure Broadband and 4G Home Broadband (Broadband) Fair Usage Policy

Help Videos

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

Staying Safe Online

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

Suremail

• Fixing Suremail and Email problems
• About Suremail
• Spam email

Home phone

Switching to Sure Home Phone

• Costs associated with switching to Sure
• "How do I place an order?" and other questions...
• Home Phone packages

Faults

• Engineer call out charges
• Fixing landline problems

Call Charges

• Current call rates
• Non-geographic and premium calls

Frequently asked questions

• How to prevent unwanted or malicious calls
• Star Services

My Account & Contract information

My Account

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

My Contract

• RPI Increases
• About your contract
• When does my contract end?
• What happens when the contract ends?
• What if I need a new handset before the contract end date?

Billing

Frequently asked questions

• How do I cancel a service?
• What are these charges on my bill - show an example
• What is a part-period charge?

About your bill

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

Paying your bill

• Direct Debit form here
• Ways to pay
• What happens when a bill is not paid

Business help

Key contacts

• Your contacts at Sure