Sure apologises over service problems as regulator steps up scrutiny

Sure has apologised to customers following months of complaints about poor mobile and data services, with the Jersey Competition and Regulatory Authority (JCRA) confirming it is maintaining “active oversight” of the situation.

Customers have reported problems on social media, with some who moved from the former Airtel network to Sure following its acquisition of the business saying their connectivity has deteriorated.

Sure Group chief executive Alistair Beak said the company recognised customers’ concerns and apologised to those affected.

“We want to be clear that this is not the level of service we expect, nor the experience we want to deliver,” he said.

Sure has attributed the disruption to its ongoing network upgrade programme, which is designed to prepare the company for the launch of 5G later this year.

The telecoms firm is investing £48 million in the network. Mr Beak said the work would ultimately provide Islanders with improved coverage, capacity and performance, alongside 5G services.

The JCRA acknowledged the scale and complexity of the project, but said customers were entitled to expect reliable communications services.

It said Sure should resolve outstanding problems as quickly as possible, communicate clearly with affected customers and ensure complaints are dealt with fairly and promptly.

The regulator added that it would continue to monitor the situation and remain prepared to use its formal regulatory powers where necessary to protect customers’ interests.

Mr Beak urged customers experiencing problems to contact Sure so the company can investigate and provide support.

He said resolving the issues was the company’s “number one operational priority”, while acknowledging that customers would ultimately judge Sure on the service they receive now.

“Our engineers, customer care teams and retail colleagues remain focused on resolving issues and supporting anyone affected,” he said.