Airtel is now part of Sure
Whatever you need to know, from SIMs and phone numbers to billing and customer service, this FAQ has you covered.
Can't find the answer you need? Please get in touch – we're always happy to help.
Bills and customer service
For detailed information please see the dedicated Billing information page.
As part of moving to Sure, we'll send your bills to you each month. Your new billing period will run from the 1st to the 31st of each month.
You can manage your account on the go with the MySure website and app to top up and manage your bills.
To set up MySure:
- If you received your bill by email, a MySure account has already been created for you - simply Reset your password here
- If you received a paper bill. You'll need to register for a new MySure account.
To register:
- Find your details – you'll need your account number and latest bill reference number, both shown at the top right of your bill (below your address).
- Go to the MySure registration page – Register for MySure.
- Tick "Sign up using your account details."
- Enter your account number, bill reference number, and billing address postcode.
- Click "Start registration."
- Complete the registration form – enter your details and follow the on-screen instructions.
- Activate your account – check your email for an activation link.
- Once activated, you can log in to MySure, add your payment card and manage your services online.
- If you already have a MySure account with Sure services:
Please contact our helpdesk on 0808 10 15 247. A member of the team will link your accounts for you, allowing you to log in using the same email address and easily switch between your different accounts.
Our friendly teams are here to ensure everything keeps running smoothly. Please call us on 0808 10 15 247, or come and speak to us in our King Street store. You can make an appointment online or simply pop in.
You'll receive your bill at the beginning of each month. Payment is due by the end of the month, with Direct Debits claimed on the last working day.
Please see our dedicated Billing page for important information such as billing and Direct Debit dates, and how to manage your account online.
Payment is due by the end of the month. Please make sure you pay your bill by the due date, to avoid a £15 late payment fee.
Paying by Direct Debit: it's easiest, and cheapest, to pay your bill by Direct Debit. Any Direct Debit will be collected by Sure on the last working day of the month and and is fully protected under the Direct Debit Guarantee.
Paying by card: you can also pay by card using the MySure app, or by calling us on 0808 10 15 247. Please be aware this has a £2 processing fee.
We are happy to provide a paper bill at a charge of £2.50 per bill. Please let us know online or contact us on 0808 10 15 247 if you would like to switch to paper billing.
Bills will only be summarised by default. If you would like a fully itemised bill please call us on 0808 10 15 247 and we will be happy to provide one.
Pay As You Go
Simply go to topup.sure.com, or sign up for a MySure account: all you need is your Pay As You Go mobile number. MySure will let you check your balance and top-up history, as well as keep an eye on your mobile usage.
Dial 177 to top up from your mobile using a debit or credit card.
The 137 SMS service is being retired, but you can top up quickly and easily at topup.sure.com, with a MySure account, and with a credit or debit card by dialling 177 from your mobile.
You can top up in the Sure King Street store or any shop with the pink Payzone sign. Please make sure you ask for a Sure top-up voucher.
Via the MySure website or app, or by dialling *#100# from your mobile.
For more information please see the dedicated Pay As You Go information page.
Contracts and roaming
No. Sure and Airtel customers will see no change to their existing services. Airtel customers can stay on their current plans, provided by Sure, for at least 36 months. There may be minor changes to the plan's name, but the cost and benefits will stay the same.
Airtel customers will be able to move to a Sure plan without any extra charges, as long as the new plan's end date is later than their current plan's.
Your pay monthly minutes, texts and data reset on the 1st of each month.
All Airtel and Sure customers will continue to be able to roam and use their phone abroad. Customers will benefit from default roaming spend limits to reduce unexpected roaming bills. The default limit is set to £50 for calls and texts, and £50 for data. Please contact us if you would like to change these limits.
Roaming in the USA, Singapore and Australia
Please note that these destinations use the VoLTE service, which is not supported on your Airtel migrated service.
As a result, you will not be able to make voice calls or send SMS messages while roaming in the USA, Singapore, or Australia.
You can still access Data services provided the following settings are enabled on your phone:
- Mobile Data
- Data Roaming
- VoLTE
If you are having trouble connecting to a network when roaming in these destinations, try turning off "automatic network selection" and manually choose one of the following networks: AT&T, T-Mobile, Limitless, or Verizon.
For further assistance, please contact our helpdesk or call us on 01481 727100.
Airtel's plans are in the process of being retired and replaced with great-value Sure equivalents. If you're currently on an Airtel plan you'll be able to keep it for at least 36 months. There may be minor changes to the plan name you see on your bill, but the price and benefits will stay the same.
You'll also be able to move to a Sure plan without any extra charges, as long as the new plan's end date is after the end date of your current plan.
Once Airtel customers have been migrated to Sure's systems, you'll be able to add Sure's Roaming Boosters (our name for Bolt-ons) for big savings when using your phone abroad.
You can change to a Sure plan at any time without additional charges. If you're within the minimum term of your Airtel contract you will need to sign up for a contract with a minimum term that finishes on or after your current minimum term date.
SIMs, phone numbers and broadband
Your mobile number will stay the same. Some Airtel customers may need to put in a new SIM – we will get in touch with those customers in plenty of time, and post them a new SIM free of charge.
You won't need to change your APN to continue getting mobile data. If you find at any point you can't connect to the internet via the mobile network, please restart your phone.
No – as with mobile services, your number will not need to change.
You can continue to enjoy your broadband service with no immediate change. We'll be in touch as and when changes occur.
