Sure apologises for mobile service problems

Sure in Jersey has apologised to customers complaining of issues with is mobile services.

People are reporting often having no internet connection or signal to make calls.

Scores of islanders have taken to social media in the past few days to bemoan the outages.

"Sure. Sort yourself out please been losing connectivity on and off all week now its getting ridiculous"

"Sure, anyone else having problems with the 4g and 5g connection whilst out and about? This been going far to long now so asking what other mobile network provider out there is good and up to speed and that doesn’t have a problem with connection? Let me know! "

"Sick of having no signal with Sure! How easy is it to move provider? Has anyone done this recently? Or managed to solve the Sure issues?"

"Does anyone know why Sure internet connection is so poor at the moment . I’ve had problems for months & is getting worse by the day!"

 Some customers told Channel 103 about their own difficulties:

"The signal is not very good.  Calls are not working, (nor) the data."

"Sometimes you can't open webpages."

"Even receiving calls has not been great."

Channel 103 contacted Sure, and received this response:

"We’re aware that some customers in Jersey have experienced mobile service issues in recent weeks, and we’re sorry for the disruption this has caused."

“We are currently carrying out a major transformation of our mobile network. We have seen an increase in customer-reported faults during this period and, while the timing is clearly associated with the network changes, the issues customers are experiencing do not all have one single cause.

“Our teams, alongside our technology partners, are actively investigating individual customer cases and wider patterns across the network. A number of technical issues have been identified and addressed, but we recognise that this has not yet translated into a consistent improvement in experience for every affected customer, so that work is continuing.

“We would encourage anyone who is still experiencing a mobile issue to contact our customer service team, visit a Sure store, or share the details through our Future Network Community on Facebook.

"Specific examples - including the location, time and nature of the problem - are particularly useful in helping our teams investigate and resolve issues.”

Sure is working on a multi-million pound network upgrade to introduce 5G standalone technology.  It is investing £48m across the Channel Islands.

Its website says: "While this work is taking place, you may notice temporary disruption to your mobile service in some areas."

You can see details of the works schedule in each parish here.