Roaming checklist

Does the country you are visiting have a roaming agreement with Sure?

You can check if we have roaming agreements in your destination on our roaming destination list.

Will your phone work in the country you are travelling to?

Most modern phones are dual band but some countries in the Americas require a tri band.

Do you know your home country code?

For example, stored numbers with the prefix 01481 or 07781 will only work from the UK. Whilst outside the UK, remove the 0 and add +44.

Does your phone need to be manually connected to a network?

Some phones need to be manually connected which means going through your phone menu and making the phone search for a network.

What is the coverage like in the country you are visiting?

Whilst roaming may be available in that country, the coverage may be poor. For example, Central Australia and some parts of North America have poor coverage. For full information visit GSM World.

Remember that different networks in a country may have different rates

If you contact us beforehand and tell us where you are going, we can advise you on which network is best to select in terms of cost and coverage.

Be aware that it may cost to receive as well as make calls when abroad

You must bear in mind that when someone calls you when you are abroad, that person is only paying for a local call.

Voicemail charges abroad and accessing voicemail

You are paying the cost of the call (and voicemail) being forwarded onto you wherever you are in the world. You will need to dial +44 (0) 7700 700000, enter your mailbox number (which is the last 6 digits of your mobile number) and then press #. You will then be asked to enter your PIN. The PIN will have been given to you when you first bought your phone. If you have not changed it since that time, the default is 0000.

Will your mobile charger work abroad?

Some only work on 240v and USA is 110v. You may need to purchase a travel charger.

How to manually select an operator

You need to be connected to the Sure network to use any free minutes, data and texts allocation and to get the best value from your Sure mobile. Similarly if you are roaming, we only have agreements with certain operators in other countries.

If your phone does not automatically select Sure or one of our partners as a network you can manually select a network by accessing your phone's network settings. All phones and manufacturers will differ, so look at your manual or website for correct instructions.

How to check your balance

Free audio response

Dial 178
(only available when connected to the Sure network)

Free text response

Dial *#100#
(available worldwide)

Access voicemail from abroad or a landline

When roaming, or to access your voicemail from a phone other than your mobile, the access number 171 will not work so you will need to dial +44 (0) 7700 700000.

You will be asked to enter your mobile number and your PIN. Please note you may be charged to call your voicemail while roaming, and you may also be charged to be left a message on your voicemail. If you would like to prevent people leaving you voicemail messages when you are abroad, you can cancel your call diverts:

Cancel Unconditional

Dial ##21#
(diverts all calls to voicemail)

Cancel Conditional

Dial ##004#
(only diverts calls when you are busy, out of reach and do not answer call)

You can then set up call diverts as above when you would like to divert calls again.

How to turn off data abroad

Roaming rates apply for data-use when not on the Sure network. Due to the amount we are charged by other operators, data-use while abroad can be very expensive.

If you have your phone set to automatically receive and send emails, update applications or otherwise connect to the internet it is recommended that you turn these features off when you are abroad to avoid large roaming charges. You can do this by turning off your data access on your phone. This varies from phone to phone but can often be found by going to:

Check your phone's manual or website for correct instructions.

iPhones

There are several ways for iPhone users to control data access when away from home.

Switch off 'data when roaming'

Please note that this process will only prevent data use outside of the UK. You will still be charged roaming rates within the UK when not connected to the Sure network

Switch off 'Cellular Data'

Pre-iOS 4 iPhones

This will prevent any data use by your phone. To re-enable data, repeat the process and add 'internet' in the APN field.

iOS 4 iPhones or later

Android Phones

Exact settings may vary across different handsets but most Android phones will be similar to the process below. Check your phone's documentation if you're unsure.

Switch off 'data when roaming'

Switch off data completely

Windows Mobile Phones

How to manage connections on your BlackBerry

How to top up your phone

• Dial *#100# or 178 to check your balance

Online

Simply visit the top up page to top up using a credit or debit card. When you register to top up you will be able to set an auto top up value which will be the amount that will automatically be added to your account when you use our text top up service.

Minimum top up

£2

Maximum top up

£200

By text

You can text a top up request to us, all you need to do is register on the top up page. You will be able to set an auto top up amount between £5 and £100 which will then be the amount that your account will top up by whenever you request a top up by text. When you want to top up you simply send a text to 101 in this format:

i.e. Buy <your top up PIN> <Your registered card's security code>

Buy 0000 123

By phone

Dial 177 (local only) free from your mobile to top up paying by card using our automated system.

Minimum top up

£5

maximum top up

£200

Please note that if you call 0808 10 15 247, you can top up any phone you would like, not just the one that you are calling from. You can even call from abroad on +448081015247 to top up with a credit or debit card.

In store

Top up in store at the service counter or by buying a top up voucher.

At a top up dealer

You can top up your mobile at many supermarkets, stores and garages in the island. Keep an eye out for our yellow top up here stickers. There are also top up stations available at the airport and in our shops.

See where you can top up on the dealers page.

By voucher

If you have a voucher for top up, dial 179 (local only).

Roaming with Pay As You Go and Indie

Roaming is the same with Pay As You Go and Sure Indie. Any free minutes, texts and data can only be used when you are connected to the Sure network in Guernsey, Jersey and the Isle of Man. Making calls and sending texts will be charged at standard roaming rates when you are abroad.

Sure Indie and Pay As You Go users can call and text when abroad wherever we have a Pay As You Go roaming agreement. In each country we may only have roaming agreements with certain operators, so to ensure that you are able to use your phone abroad you may need to manually select the correct operator on your mobile. View the Pay As You Go roaming destination list.

Pay As You Go and Sure Indie customers cannot currently use mobile internet abroad, only when connected to the Sure network in Guernsey, Jersey or the Isle of Man.

Maritime services

GSM aboard Cruise Ships and Ferries allows customers to transparently use their own mobile phones at sea, as if they were on shore. We are pleased to be able to offer roaming services onboard various Cruise Ships & Ferries around the world. Locations range from The Americas/Caribbean to Europe & Asia.

See the websites below for vessels offering mobile services. For more information on how much calls will cost whilst onboard, please call us on 0808 10 15 247, email us or ask in store.

http://www.cellularatsea.com/shipsinservice.htm
http://www.on-waves.com/list-covered-ships
http://www.mcp.com/customers/ships-in-operation/