Broadband How-Tos

Find out how to change your broadband package, cease your contract or report a fault.

How can I change my Broadband Plan or Purchase a Data Booster?

Please email our Customer Services Team on service@sure.co.sh to request and upgrade, downgrade or Data Booster.  Alternatively, you can complete an application form at our Customer Care Centre.  

Broadband termination

Change Answer to: You have a minimum of one full calendar month contract. After the initial 1 month contract period you can terminate your contract at any time by giving 7 days’ notice prior to cessation. Visit us at our Customer Care Centre to fill out a termination form or email service@sure.co.sh   A penalty fee will be applied should 7 day’s notice not be provided.  Please review our Terms & Conditions. For advice on your broadband service please contact our Customer Services Team on 22900 or by emailing service@sure.co.sh.

Reporting a fault

For Internet faults please call our Internet Helpline on 24000 during normal working hours. After hours faults can be logged through the free fault line 121, which is available 24/7. A service technician will contact you on the following work day.

The most common source of Internet faults is the customer's own computer or equipment. Have you first tried power cycling both your modem and computer and have checked the various connections are secure? Never press the factory reset button on the rear of your modem unless instructed to do so by a Sure Support Technician as this clears the configuration settings and it will require reprogramming.

For advice on Internet fraud or useful tips and advice for avoiding scams visit www.actionfraud.org.uk.