Sure International Reviews 21

I made a mistake of falling for their sales pitch 3 years ago. I've been overpaying for 2 of those years.

When the contract finally ended and I used a PAC code to move to a new supplier, they sent me a final payment/termination bill, which I paid, but I'm still getting threatening letters (never dated) that I owe them more money.

Their customer support is non-existent, and their hold music is well over 109 decibels.

Awful company. Dreadful customer service. They don't explain the plans or bills to you. A nightmare to use the website, logging in and finding bill. Tons of hidden extra costs on top of what is supposed to be included in your plan. They randomly add extra costs to your bill without telling you and charge you extra if you pay your bill by anything other than direct debit. They want a direct debit so they can just take all these extra costs straight out of your account. If there were any competition on the islands they would be out of business on a week!

Do not always answer emails.
Do not correct mistakes made by Sure.
Do not even when after being informed correct a bill.
Take an amount by direct debit which they decide to take regardless of having been told it was too much 1 month before they take the money.
Give assurance that the matter is being sorted but they do not sort it out.
Use incorrect spelling and seem to persuade the reader to decide what is meant by the content of a sentence. That which the reader wants/needs to read.
Make charges for late payment even when initially and progressively the fault is with them.
2025 now about 4 months of contacting Sure who have not acknowledged the amount of time and money their mistake is causing to be spent.
In 2022 there was a similar event.

Sure have taken over airtel vodafone, with hardly any communication to customers affected by this change. Generic social post to advise the service will be down from 21st. Attempted to access today, 20th, and the service is unavailable with no communication to customers. I am now, through no fault of my own, without credit for 5 days. Terrible service and Terrible communication- this company should know better but doesn't care because along with JT it has a monopoly.

I live in Louth, England, why is this company phoning me? I didn't answer.

The Sure £20 unlimited sim advertises as unlimited data. However. It is limited to 1Gb per 24hr period. After that is reached (a couple of youtube videos will do it). The speed drops and data is governed so any videos (youtube, whatsapp etc) are basically unwatchable.

They know they are being sly by not mentioning this limit in their shop. And their website - which I didn’t have access to at the time - has this information in pale grey, tiny text at the bottom of the page.

They need to rectify this misleading advertising immediately. And stop using the word “unlimited”.

Bad business practice.

SURE IOM website is needlessly complex verging on the deliberate to confuse and baffle. I went to Spain and tried to buy the one off roaming booster submitted the request no response so ordered the recurring and was hit with a significant larger charge. only in Spain after few days no booster and charge of £45 of a £50 limit then cut off. Contacted Sure to be told the booster was only for the IOM and I had unlimited here have £25 then cut off again. Bought the one off booster???? I think and resumed data usage. Tried to cancel my expensive booster, Have no idea if it is bought the bill arrived and from £130 a month is £252. Booked an appointment to talk in store and logged in to print the bill and 403 forbidden so cancelled the appointment and now I discover I have to make a special request for them to cancel the needless booster. God help anyone old person to use the website or get service from the company. Even my when I bought booster n Spain again needlessly complex received a verification code and had to spend a little time to find where this had to be entered !!!!!!!!!

Don't sign up to the Guernsey one, poor connection state it is due to the router when the router is absolutely fine.
Several emails-they ignore them.
Phone calls- they pick up though never resolve the issue and try put it down to everything but them.
Stupid prices for internet that works 50% of the day. I would advise to stay well away and sign up to none router option.

Beware the pay as you go call rates.
52p a minute means you'll use £20 before you know it when you're on hold to speak to anyone on a land line. Might look like a good idea for visiting Guernsey but only if you intend to call your Guernsey mates on their mobile numbers, and don't use it to call any utility companies!
Always a lengthy wait in the store in St Peter Port too so if you think sure are right for you, book an appointment or be prepared to wait .....
Strongly recommended to use an alternative provider like JT or Vodafone instead.

Rubbish service in Peel, Isle of Man hard to get decent coverage in every room in the house worse than the old dial up connection. Virtually non existent customer service. Voted with my feet and moved to Manx Telecom. Also MT have better roaming deals as I'm off island a lot that suits me better anyway.

Having left the IOM in December and closed our account we received further billing for mobile SIM. A couple of emails and everything was sorted, nothing owed! Very prompt and polite correspondence. Thank you again.

I Have previously been a good customer Sure I went to pay for a 4g router for my gran was told they are now CASHLESS. Cash is LEGAL TENDER in the UK and Guernsey customers should have a choice how they pay. Refusing cash pushes everyone a step closer to a dystopian digital ID and currency. I have decided to move to Airtel where they still take cash.

I Will say the people on the desk were good and this is a decision from high up. I urge everone to push their local deputies to make laws to stop a cashless society.

Phoned from uk regarding an elderly families mobile. Had an extremely helpful call handler who went way over his remit to help. I wish mainland call centres were operating at this level. Can’t recommend highly enough

Fantastic Service,

Super helpful and polite when updating my service from a different provider

Horrific experience with broadband

Wasn't told in the shop that a porting text would be required to set up broadband so I cancelled Manx Telecom account when the new router arrived, only to find out I couldn't port the new broadband without an active connection! It would have helped if this was explained in the shop!

My mum used internet for 3 weeks and was then turned off as she 'hadn't ported correctly'. Nobody from Sure phoned her. Ringing 247247 to try and get through to their supposed 'help centre' (that's a laugh) they keep you hanging on for 16 minutes without any apology for the wait. Someone said they would get back to my mum and she never heard anything back.

In and out of the Strand Street shop and on the phone for a week. It was promised that a porting text would be sent, again no apology for us not being told about this during the set up.

Go into the head office in Circular Road this morning to be told they couldn't help me- there's a surprise. Advised me to go back to the shop where I was informed about the need for an active broadband line in order to port and accused of lying by the sales person who originally set the broadband up!!!!

Absolutely appalling customer service to accuse the customer of lying. Every step of the way Sure have been a nightmare to deal with. You can't get through on the phone, if you do by some miracle their call centre is staffed by clueless morons off Island.

The shop is staffed by kids who haven't been trained to an even basic standard and don't know the first meaning of customer service.

I've still not had an apology.

Needless to say I won't be proceeding with broadband from Sure, which have since been told is crap anyway!

You've lost another customer.

By far the worst experience ever had with an accounts department. Their service is great, that is until you cancel. I tried calling, they told me I had to email them, which I did. They then stated they never received my email! So low and behold I paid way more than I should have, problem is, they then charged me for paying my bill! So it’s an endless loop, I’ll pay what they charged me for settling my bill, which they’ll then charge me for settling my bill.

I used to be a GWGSY customer decades ago and on coming back to guernsey went with Sure. It lasted less than a week. Poor service. Unbelievably outrageous fees. For example, I rang a local number with eight pounds credit, and all that was used up in minutes. Utterly outrageous. If there was some sort of consumer organisation in guernsey that looked after the interest of consumers then surely Sure would be on their hit list? I would go with another provider. Perhaps think laterally as there are some very good deals to be had if you do....

No responses to my service ticket or phone calls. Tried to cancel a new line installation and they completely ignored my requests, then informed me they would be charging me for it anyway. Then when I challenged this, they completely ignored my messages.

Absolutely appalling, some of the worst customer service I’ve ever received.

Not delivering the internet speed you pay for in the Isle of Man. Not possible to reach support by phone, always busy. Changed broadband password without notification, impossible to find out the new password. Impossible to contact them in any way to get the service working. Keep sending bills even if no working service provided at all. Charge extra for downgrading service when not delivering the speed already paid for.

SURE GUERNSEY LTD refused to answer to why there prices are so high to are home broadband /4G MOBILE BROADBAND and yet they are loud to get away with it giving us people a very poor service we have very bad regulation in Guernsey that a loud us to be treated very badly. there customer service is a total joke and will not answer to are complaints in writing or on there chat messenger service it is clear they ave some to hide regarding there poor services but when it comes to Guernsey they refuse to invest in Guernsey only jersey and the island of man we are not seeing any benefits in the services and never will while we have very bad regulation in Guernsey