Broadband Frequently Asked Questions - FAQ

We offer a wide range of broadband services; please read on for frequently asked questions related to our services.

 

How do I get Broadband?

Just call into our shop and fill in the application form. You can use your monthly MWR credit with your Sure broadband service; please contact MWR to arrange this.

 

How do I monitor my usage?

It is recommended that you check your usage regularly to ensure you stay within your package allowance. Remember your total usage includes both your upload and download. Use our online portal to monitor your usage: please click here.

 

How do I change my package?

To upgrade or downgrade your package, just visit our shop!

 

How do I pay?

Sure broadband is a prepaid service. Just visit our shop to make a payment; payments must be received before the tenth day of each month.

 

Going on leave?

Please let us know when you are going on leave. We can provide advice on outstanding payments to avoid accidental disconnections.

 

Why is the internet during the Night Time Window sometimes slow?

As the Night Time Window is a free service used by many customers, we cannot guarantee the quality of service.

 

Reporting a fault

For internet faults, please call us on 370 9000. Although our offices are manned 24 hours, we deal with customer faults during normal business hours (Monday - Saturday, 10:00-19:00).

The most common source of internet faults is the customer's own computer or equipment. Have you tried power cycling both your router and computer? Have you checked the various connections are secure? If you are using Wi-Fi, have you tried connecting to the modem with a cable instead? Do you have another device you can test with, say a laptop, tablet or smart phone? Never press the factory reset button on the rear of your router as this clears the configuration settings and it will require reprogramming.

 

Security - it's your responsibility

Keep your passwords for your broadband account and WiFi safe, do not share them.

Make sure your wireless router has the highest level of security selected (at least WPA or WPA2) with a secure password that includes a mix of letters, numbers and special characters.

Install antivirus software and keep it updated. Beware of "phishing" emails requesting account or personal information. Sure will never request personal information by email. For useful tips and advice for avoiding scams, please visit https://www.actionfraud.police.uk/.