Calling out an engineer

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

Who Manages Fixed‑Line Services on the Isle of Man?

All Copper fixed‑line and fibre infrastructure on the Isle of Man is owned and maintained by Manx Telecom.

Although your landline and broadband service is provided by Sure, any faults must be:

1. Reported to Sure, and
2. Passed to Manx Telecom engineers for investigation and repair.

Customers are unable to contact Manx Telecom directly. Sure will manage the fault on your behalf from start to finish.

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 Manx Telecom copper or fibre line
• The Manx Telecom fibre box

Repairs to these parts of the network are fully covered.

When Charges May Apply

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

• Damage to internal broadband cables
• Damage to the fibre box
• Customer-owned equipment is causing the fault

Chargeable rates:

• £98.40 for the first 60 minutes
• £49.20 for each additional 30 minutes

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

How Long Will a Repair Take?

The standard Service Level Agreement (SLA) for Isle of Man landline and broadband faults is:

3–5 working days

Please note:

• Weekends are not included
• Manx Telecom engineers are not available at weekends

All repair work takes place during weekday working hours only.

How Do I Report a Fault?

If you’re experiencing a problem with your Sure Isle of Man Landline or Broadband service, please contact Sure Customer Support. We’ll log the fault and liaise with Manx Telecom on your behalf.