Fixing broadband & 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 Manx Telecom in the Isle of Man but billed to you by us, usually at reduced rates. MT are responsible for making sure the line is fit for purpose from the exchange as far as your property, but we will contact them on your behalf if you have a fault.

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

Other factors that can affect speed are the age and power of your router/computer, wiring in the home and amount 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 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 that an engineer visit is required or advise that you need to seek further assistance from a computer shop. The engineer will be from MT.

What Sure can’t do

Engineers from MT won’t enter your property without prior arrangement with Sure. 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.  Current engineer charges can be found here.

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 (Isle of Man) 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* such as Curry’s PC World, Gadget Mann or Waltons Digital World to name a few, who may be able to assist you further.

What about WiFi?

Sure will help with WiFi issues if the router was provided by Sure, for all other WiFi issues we suggest you contact a reputable computer company such as those mentioned above.

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 bandwidth applications at the same time, users can experience interference or lose their connections.

Click here to watch our video and see the full Troubleshooting Checklist.

 *Sure are not affiliated with any of the computer shops mentioned in any way and this notice does not constitute a recommendation of their products or services. We accept no liability for any loss, damage, liability, negligence, injury, damage, cost or expense which may arise in connection with any products or services that a 3rd party may offer.



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