COVID-19: Customer Support

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    COVID-19 update

    Important information 
    about our services

A message to our customers

With continuous developments of Coronavirus (COVID-19) emerging, our CEO, Graeme Millar has recorded this video message to provide you with some insight into JT’s response to the impacts of COVID-19, and reassurance as we work to keep you connected and your services online.

Customer Updates

Retail store in Jersey will be closed

30th March 2020

Following the Government of Jersey advice, from today our retail store in Jersey will be closed.

If you find you need access our products and services, we encourage you as a first port of call to shop online at shop.jtglobal.com where we offer free and safe delivery to your doorstep. Also remember you can manage your services through the free ‘JT My Account’ App which is available 24/7 on the Apple App Store or Google Play Store.

If you need any further support or advice, there are many ways to get in touch with our team:

May we to take this opportunity to thank you for all your on-going patience and custom whilst we ensure we keep the Island's essential services running during this difficult time.  

Retail store in Guernsey will be closed

25th March 2020

Following the States of Guernsey advice, from today our retail store in Guernsey will be closed.

If you find you need access our products and services, we encourage you as a first port of call to shop online at shop.jtglobal.com where we offer free and safe delivery to your doorstep. Also remember you can manage your services through the free ‘JT My Account’ App which is available 24/7 on the Apple App Store or Google Play Store.

If you need any further support or advice, there are many ways to get in touch with our team:

May we to take this opportunity to thank you for all your on-going patience and custom whilst we ensure we keep the Island's essential services running during this difficult time.  

23rd March 2020

We are dedicated to providing critical services to our Island and our primary focus is ensuring the health and well-being of our people whilst always providing a safe place to work for those who are currently unable to work from home.

With immediate effect we ask you to observe the following:

  • If you find you need to access our products and services, we encourage you as a first port of call to shop online at shop.jtglobal.com where we offer new and existing customers free delivery to your doorstep.
  • If you have no other means but to visit the retail store, please always maintain a distance of two metres from other customers and our team.
  • Please sanitise your hands upon entering and leaving the store.
  • We will only open every other till point allowing social distancing space for customers and our people.
  • We will be limiting the number of customers allowed in store at busy times – please expect delays at lunchtimes and weekends.
  • Please have patience as we have limited the number of team members in store.
  • We will only be accepting Debit or Credit card as payment in store. No cash will be accepted.

We continue to monitor and follow the advice from Government.

Also remember you can manage your services through the free ‘JT My Account’ App which is available 24/7 on the Apple App Store or Google Play Store. If you need any further support or advice, there are many ways to get in touch with our team without visiting the retail store:

  • Visit the JT Help section of our website.
  • Live chat on our website or via the JT My Account App
  • Email home@jtglobal.com
  • Phone us on 882882
May we to take this opportunity to thank you for all your ongoing patience and custom whilst we ensure we keep the Island essential services running during this difficult time.  

19th March 2020

Thank you all very much for your comments and feedback following the announcement that Jersey's full-fibre network speeds will be upgraded to 1Gb/s.

There’s been lots of questions coming in, which our team are reading and listening to. Although we may be unable to answer each individually we wanted to let you all know about three things, subject to regulatory approval, that we’re also working really hard to offer from the 1st April.

  1. We will not be charging any home broadband overage for 3 months in both islands, as we understand you’ll all be spending more time online.
  2. We will be offering free residential local landline calls in Jersey for 3 months to help you always keep in touch.
  3. We understand this is a financially difficult time for some of our customers, so we will be suspending late payment charges on both islands for all customers. Should you or your business find yourself in financial difficulty please do get in touch with us and we’ll work together to make a plan for you.

Please bear with us while we work with CICRA to get approval for these measures and also as we double fibre broadband speeds in Jersey, to support everyone’s changing connectivity needs with minimal disruption.
Do keep an eye on our social channels as we’ll update them with more info, or if you have any specific service questions please drop the team at JTHelp a message and we’ll do all we can to help.

Please know that our teams are working extremely hard and listening to your comments and suggestions, at a time when we know you need us most. Do also keep an eye on our page over the next couple of weeks where we’ll be sharing some helpful posts / videos and top tips on optimising home Wi-Fi, home working and schooling. Thanks again for all your comments, and we wish you, your family and friends all the best at this challenging time, from all of us here at JT.

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