SURE is aware that some of its customers have recently been affected by an ongoing disruption to their fibre broadband service. Sure takes these matters very seriously and understands that this must have been very frustrating for its customers.
Sure can confirm that the problems encountered have been fixed.Engineers from Sure, JT and Cisco (the technology provider), worked tirelessly to fix the fault.
Although the fibre broadband services were extensively tested prior to launch, a software problem on JT equipment was identified as the cause and has been fixed. JT retail customers were not affected by this problem.
‘We worked closely with our third party supplier, JT, to investigate these problems and provide a solution,’ said Graham Hughes, CEO of Sure Jersey.
‘Many customers won’t have noticed the fault because the service wasn’t lost, but for those who did, I appreciate that it is frustrating and I offer my sincerest apologies.
‘I’d like to thank all our customers for bearing with us during this time and for their patience whilst we were investigating and resolving the issue.’
If customers do encounter any further problems they should reboot their router and test again. If the problem persists please contact Sure by email email@example.com or telephone 0808 10 15 247.