Sure Steps Up Network Improvements Following Customer Complaints

Mobile network operator Sure is working to address complaints from Jersey customers over dropped calls, poor signal coverage and unreliable mobile data services.

The company acknowledged that some islanders had experienced disruption, admitting that the mobile service had “not been good enough” for certain customers.

Sure is currently undertaking a £48 million investment in upgrading its 5G network across Jersey and Guernsey, with the aim of delivering faster data speeds, improved coverage and a more reliable mobile service.

The upgrade involves replacing its existing network infrastructure, which has developed over time using equipment from multiple suppliers. The company is also continuing efforts to integrate the former Airtel network with its own.

Sure said it was transferring its infrastructure to a single network supplied by Ericsson, which it expects will provide a more robust platform for improving network performance, capacity, coverage and reliability.

Much of the preparatory work has already been completed, with the current phase concentrating on upgrading equipment at individual mobile sites around Jersey.

The first upgraded site became operational on 13 October, with further improvements being rolled out across the island. Sure expects the pace of work to increase over the coming weeks.

The company is targeting completion of the overall upgrade programme by the first quarter of 2027.

However, it warned that the schedule could be affected by external factors, including winter weather conditions and shorter daylight hours.