Sure apologises as Jersey customers report ongoing mobile problems

Sure has apologised to customers in Jersey after a wave of complaints about mobile phone services, with some islanders reporting unreliable calls, data and internet access.

Customers have taken to social media in recent days to report problems with mobile signal and 4G and 5G connectivity.

One customer said they had been “losing connectivity on and off all week”, while another described ongoing difficulties with 4G and 5G and asked others whether they had experienced similar issues.

Others said they were frustrated by poor signal and questioned how easy it would be to switch to another provider.

Channel 103 also spoke to customers who described difficulties making and receiving calls, using mobile data and accessing webpages.

One customer said: “The signal is not very good. Calls are not working, nor the data.”

Another said they were sometimes unable to open webpages, while a further customer reported that receiving calls had also been problematic.

Sure said it was aware of the issues and apologised for the disruption.

The company said it is currently carrying out a “major transformation” of its mobile network and has seen an increase in customer-reported faults during the work.

Sure said the problems do not have a single cause and that its teams, alongside technology partners, are investigating individual cases and wider network patterns.

It said several technical issues had already been identified and addressed, but acknowledged that this had not yet resulted in a consistent improvement for all affected customers.

The company is encouraging anyone who continues to experience problems to contact its customer service team, visit a Sure store or report details through its Future Network Community on Facebook.

Sure said information such as the location, time and nature of a problem can help its technical teams investigate faults.

The mobile issues come as Sure works on a multi-million-pound upgrade of its network, including the introduction of 5G standalone technology.

The company is investing £48 million across the Channel Islands.

Sure has warned that customers may experience temporary disruption in some areas while the work is carried out.

Details of the network upgrade schedule for Jersey's parishes are available on Sure's website.