Sure increases online customer support

Wednesday 01 April 2020

Sure has doubled the number of advisers on its 'web chat' customer support, following the temporary closure of its stores.

Both shops in Town and at the post office are now closed, but the telecoms provider has set up a sales hotline and is offering next day delivery for its customers.

Customer support will continue to be available online, over the phone and via the free MySure app.

"We want to keep things running as normally as possible and ensure islanders can still get in touch with our teams," said Chief Consumer Officer, Charlotte Dunsterville, "but we recognise that the safety of our employees and customers is of paramount importance.

"We want to say a big thank you to our customers for their patience and understanding during this challenging period as we serve the island community."

In the first instance, the company is asking that customers with queries head to its website and set up a 'web chat' with one of its staff members. The site also has guides for broadband and mobile services.

Logging a query or fault ticket, paying a bill and topping up on PAYG credit can be done via the free MySure app or on the My Sure area of the website. It is recommended customers use these before calling.

Those who need to buy a new mobile, mobile broadband or a big bundle offer can call the sales hotline on 757780. The line will be manned between 09:00 and 17:00 from Monday to Saturday and customers will need their photo ID and proof of address to hand.

Customer should also call the hotline if they need to re-sign their contract, change SIM card of have lost their SIM card.

"The importance of keeping our island connected really can't be overstated, which is why we have ensured that islanders can contact us through a variety of different channels," added Ms Dunsterville. "If our customers also experience any issues and need an engineer, our engineers are still working on an emergency basis but will not enter the home unless it is to check a piper lifeline service.

"We've also introduced a number of connectivity measures to support the local community at this unprecedented time, including a free upgrade to Sure's standard broadband service for customers currently using the basic broadband service."

Details of the new measures can be found here.

Pictured top: Charlotte Dunsterville.