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Switching to Sure

If you want to change your service provider in the Isle of Man you do not need to contact or speak to your existing provider, it is all done through the new provider that you want to join.

To switch your service(s) to us just follow the simple steps below.

We’ll work closely with your old provider to co-ordinate the end of your old service and the start of your new one. This will minimise the risk of having a gap in your service or paying for overlapping services.

 

Step 1

Decide which service(s) you would like to switch to us:

Home Phone

Broadband

Mobile [only listed by MT & Sure]

ISDN 2 and ISDN 30

 

Step 2 (for Home Phone & Broadband)

You can switch just your home phone or your home phone and broadband at the same time.

You will need to visit us in-store [insert details of your retail store(s)] and provide proof of identity. Please bring your passport, driving licence or other photo ID with you. Please also bring the most recent bill you have received from your current provider – or if you prefer and have an online account, you can go online and show this to one of our sales agents.

You will be asked to complete and sign a porting request form.

Once the form is completed, the sales agent will help you to submit it to the central porting service which acts as a link between the operators. The central porting service will send you a special code by text and e-mail. The code will ensure your services can be switched safely and securely.

When you receive the code, dial 190. You can do this from your home phone or in-store using your mobile phone or a phone the sales agent will provide. You will be prompted to enter the phone number you are porting and the code using the keypad. Don’t worry if you make a mistake, you can just hang up and start again. If you are doing this in-store, our sales agents can help you.

Provided your number is not barred or your account suspended due to non-payment, your order will be processed and you will be informed of its progress by text and e-mail.

The process should be completed, with your number and service(s) transferred from your old provider within 5 days of your request.

 

Step 2 (for Mobile)

Current text on website https://web.sure.com/guernsey/mobile/how-to-switch-to-sure

How to switch to Sure

Pay As You Go

If you have a mobile number you want to keep, simply pop in store and ask for your FREE SIM card (regular, nano or micro all available free of charge). Top up £5 and we'll do the rest. It takes just 5 minutes!

If you want a new number, you can either come in to our store or visit one of our many dealer stores around the island. SIM cards are free of charge, you just need to top up £5 to get started.

Pay Monthly

Buy online...

If you already know which phone and plan you’d like, you can place your order online here. Once we have processed your order we’ll call you to come in store to sign your contract and collect your phone. We can even set your phone up for you and swap all your contacts over from your existing phone - so it’s completely ready to use. 

 ...or in store

If you need a bit more help before you choose, pop into our shop on the High Street or at Envoy House (inside the Post Office). All our retail staff are trained to help you get the best phone and plan for you - they can demonstrate the latest technology or old favourites - and talk you through the benefits of all our plans.

You can keep your current number...

You can keep your number when you switch to us (including the 07911 or 07839 pre-fix). Either sign up online or in store and we’ll do the rest. Please note that your current provider will have to confirm to us that you are not locked in to a contract with them, but don’t worry, we’ll contact them for you and this often takes just minutes and never more than 24 hours.

...or get a new number

If you want a new mobile number we can sign you up there and then and you can leave with your new phone all set up and ready to use. 

What you need to sign up

Whether you buy online or in store, you will need to bring us:

- Photographic ID

- Your bank details

- A recent utility bill

  

Step 2 (for ISDN 2 and ISDN 30)

To switch your ISDN services to us, we recommend that you contact our Enterprise Sales Team on iombusiness@sure.com or 692222 to enable them to discuss the options available and to determine what would suit your individual requirements best.

You can port your existing main number and DDI ranges to our network to enable us to deliver your corporate voice connectivity via one of our Next Generation Voice SIP Trunk services.

We will work with your existing provider to ensure the transition runs smoothly.

You will be asked to complete and sign a porting request form.

Once your new service is ready to deliver calls, the porting process will commence, with your number being transferred from your old provider within 5 days of your request.

We will submit the port request to the central porting service which acts as a link between the operators. The central porting service will send you a special code by text and e-mail. The code will ensure your services can be switched safely and securely.

When you receive the code, dial 190 from an available phone. You will be prompted to enter the phone number you are porting and the code using the keypad. Don’t worry if you make a mistake, you can just hang up and start again.

Provided your number is not barred or your account suspended due to non-payment, your order will be processed and you will be informed of its progress by text and e-mail.

We recommend that you contact our Enterprise Sales Team on iombusiness@sure.com or 692222 to enable them to discuss the options available and to determine what would suit your individual requirements best.

 Other things you need to know

  • Ensure you let your new provider assist you in the switching process- don’t cancel your existing service yourself as you may be left without service.
  • Some services or service preferences you receive from your old provider may not be available from your new provider, or you may need to ask your new provider to set these up on your new account – for example, if you have an ex-directory listing, you will need to ask your new provider to continue this if you want to keep it.
  • You will have a new voicemail service with your new provider, and so any voicemails you have saved with your old provider will be lost.
  • Once the switching process is underway, you can’t cancel it, and normally you can’t port your number again for 60 days after your number has been ported. However, there is a “cooling off” period of 14 days following a switch so that you can switch back if you change your mind.
  • There may be payments due from you to your old provider. This is likely if you are switching before the end of a minimum term contract, in which case you may have to pay a charge to settle the remainder of the minimum period (usually equal to the number of months remaining in the minimum period multiplied by the monthly subscription charge).
  • Your old provider is not allowed to try and persuade you to stay with them during the porting process, but they can contact you to recover any outstanding payments.

 

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