Troubleshooting Your Landline Service

If you are experiencing issues with your landline, this guide will help you identify the cause and explain how we can help.

How Your Service Works

Sure provides your landline service using the local copper network. While we bill you for the service—often at a lower rate—the physical infrastructure from the exchange to your property is owned and maintained by Manx Telecom (MT). They are responsible for ensuring the line is fit for purpose.

Step 1: Self-Service Troubleshooting

Before reporting a fault, please perform these checks to see if the issue can be resolved at home:

If you have no dial tone or cannot make/receive calls:

• Check connections: Ensure all handsets are plugged firmly into their wall sockets.

• Check handsets: Ensure no handset has been left off the hook.

• Test with a single device: Unplug all devices connected to the line, including secondary phones, Sky boxes, and Oil Masters. Plug one known-working phone directly into the main master socket.

• Rule out equipment issues: If possible, try a different phone handset to ensure your original phone isn't the cause of the problem.

• Check your account: Contact us to confirm your service has not been restricted due to an outstanding balance.

If you have a noisy or crackly line:

• Replace filters: If you have broadband on the same line, your microfilter may be damaged. Try replacing it with a new one.

• Isolate the fault: Unplug all equipment (broadband routers, filters, etc.) and test the line with just one phone to see if the interference persists.

• Check the environment: Ensure your wall socket is not in a damp area, which can cause connection issues.

Step 2: Reporting a Fault

If you have completed the steps above and are still experiencing issues, please get in touch with our team:

• Phone: 07624 247247

• Email: talk@sure.com

• Social Media: Sure Isle of Man Facebook page

Our team will perform remote diagnostics to identify the issue. If the fault cannot be resolved over the phone, we will raise a ticket with Manx Telecom to arrange an engineer visit.

Important Information Regarding Engineer Visits

• Access: We will always arrange an appointment with you; an engineer will never enter your property without prior notice.

• Call-out Charges: If the engineer identifies that the fault is caused by an internal issue (e.g., faulty customer equipment or internal wiring), you will be charged for the call-out.

• Authorisation: Before we finalise an appointment with an MT engineer, we require your confirmation that you understand and accept the potential costs associated with an internal fault.