Sure increases online customer support to help islanders

Sure has doubled the number of advisers on its webchat customer support, following the temporary closure of its stores in line with the latest States of Guernsey guidance.

Both Sure stores – in town and at the post office – are closed but the local telecoms provider has set up a telephone sales hotline on 01481 757780 and is offering next-day delivery to continue to serve customers.

Customer support is being provided online, over the phone and via the free MySure app.

Charlotte Dunsterville, chief consumer officer at Sure, said: “We want to keep things running as normally as possible and ensure islanders can still get in touch with our teams, but we recognise that the safety of our employees and customers is of paramount importance. We want to say a big thank you to our customers for their patience and understanding during this challenging period as we serve the island community.”

In the first instance, Sure asks that customers with queries visit its website as it has doubled the amount of staff working on its webchat, which allows customers to have an online conversation with a customer service adviser. The website also contains user guides for broadband and mobile services and offers the opportunity to view Sure’s mobile devices and offers.

Logging a query or fault ticket, paying a bill and topping up on PAYG credit can be easily done via the free MySure app or on the My Sure area of the website and it is recommended that customers use these before calling.

Islanders who need to purchase a mobile, mobile broadband or a big bundle offer should call the sales hotline on 01481 757780. The line is operational from 9am to 5pm every Monday to Saturday and customers will need to have their photo ID and proof of address to hand. Customers should also call this number if they need to re-sign their contract, change SIM card or have lost their SIM card.

Charlotte said: “The importance of keeping our island connected really can’t be overstated, which is why we have ensured that islanders can contact us through a variety of different channels. If our customers also experience any issues and need an engineer, our engineers are still working on an emergency basis but will not enter the home unless it is to check a Piper Lifeline service.

“We’ve also introduced a number of connectivity measures to support the local community at this unprecedented time including a free upgrade to Sure’s standard broadband service for customers currently using the basic broadband service.”

Details of the new connectivity measures can be found on the Sure website and customers who wish to upgrade their broadband package must go online to to check availability and apply.

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