Customer Promise

JT is proud of its local heritage and having served Islanders for over 130 years, our goal is to make a real difference and genuine contribution to our Islands and to their economies. A fundamental part of realising this is to ensure we place the customer at the heart of our organisation and consider their needs in all we do.

We recognise that there is always more we can do to improve our service standards and listen to customers. Our newly re-published Customer Promise is one example of the measures we are putting in place. Through our clearer Customer Promise, we aim to share three things:

  • The main services we provide to our customers.
  • How to contact us about these services.
  • What to do if you have a complaint.
If you purchase a product or order a service from us

Our promise is:

To offer you a great service, value for money and a‘no quibble’ return policy.
If you have a service affecting fault on your landline, broadband or mobile service

Our promise is:

To fix your service affecting fault within 5 Working Days after the day of it being reported.
If you order a landline and/or broadband service

Our promise is:

To connect your landline or broadband service within 15 Working Days (or on a preferred action date if requested outside of the 15 Working Days).

If you have an enquiry, complaint or compliment

Our promise is:

To respond to any general enquiry you make via email within 2 Working Days and posts to Facebook and our Twitter feeds within 8 working hours.*

We aim to answer 80% of calls within 40 seconds.**

To respond to any complaint or compliment you make within 2 Working Days.

* This excludes any malicious, offensive or spam calls, emails or social posts. ** We will normally keep records for three years after a customer disagreement or complaint.
If you are experiencing higher bills than normal

Our promise is:

To take appropriate steps to alert you when you are reaching and/or have used your data usage allowance.

To provide a JT Mobile App so you can actively monitor your usage.

To work with you to discuss and offer you a repayment plan which will allow you to split payment over several months.

To do everything possible to avoid disconnecting your telephone service.

Our promises to our customers



Mobile

Voicemail

Our Mobile Services team are required to activate your new voicemail account, so please contact us via one of the follow channels to submit your request.

• Please fill out this FORM which will be sent directly to our team.
• Please email mobile.services@jtglobal.com with the title ‘Voicemail Activation’ and include your JT account number and the mobile number you would like the voicemail service activated on.
• Call 01534882882 >> option 1>> option 2 Monday – Saturday 8.30am – 5pm

Once the service has been activated by JT you will receive an email confirmation.

To manage and use your JT voicemail service, please call the correct access number below:
• Bailiwick of Jersey customers must dial +441534 555555
• Bailiwick of Guernsey customers must dial +441481 818818

Please setup the call forwarding rules on your handset. Calls may be forward to voicemail in four different scenarios:
1. Forward all inbound calls
2. Forward calls on no reply/no answer
3. Forward calls when busy, i.e. you’re engaged in another call
4. Forward calls when unreachable, e.g. your phone is turned off

Please dial the voicemail access number and follow the prompts to enable a notification option of your preference. There are 3 options available:
1. Receive an SMS notification
2. Receive an email alert
3. Receive an email alert that contains a copy of the recording

How can I manage my voicemail call forwarding rules via my handset?

The easiest way to manage call forwarding is by using shortcodes.

How to setup call forwarding to the voicemail service:
1. Dial **FUNCTION_CODE*TARGET_NUMBER#

Where FUNCTION_CODE is either:
61 – to forward calls on no reply
62 – to forward calls when you are unreachable, e.g. when your phone is turned off
67 – to forward calls when busy, i.e. you’re engaged in another call
21 – to forward ALL calls

And TARGET_NUMBER is either:
00441534555555 when in Jersey
00441481818818 when in Guernsey

So as an example, if you were a Guernsey customer and you wanted to forward your calls to the voicemail service when busy you would dial: **67*00441481818818#

To check the status of a call forwarding rule:
Dial *#FUNCTION_CODE#

To cancel a call forwarding rule
Dial ##FUNCTION_CODE#
You can cancel all rules at once by dialing: #002#

What is the voicemail access number?

If you’re calling within the Channel Islands, you can also dial 171. Please note this shortcode will not work when roaming.
Bailiwick of Jersey customers must dial +441534 555555
Bailiwick of Guernsey customers must dial +441481 818818

How do I know if someone has left a voicemail message for me?

You can manage the way in which you’re notified of a new voicemail by dialing the voicemail access number.
By default, the service is set up to notify you of a new voicemail message via SMS.

There are 3 methods of voicemail notification that are available.

1. Receive an SMS notification (default)
2. Receive an email alert
3. Receive an email alert that contains a copy of the recording

a combination of these methods may also be used, e.g. you may receive an SMS notification AND an email alert.

Will my mobile data be throttled?
Regardless of how much data you have in your data plan, and whether it's 3G or 4G, JT won't throttle your network speeds.

When you choose a monthly data plan of 1GB – 100GB, your speed will be the fastest possible from the first megabyte at the beginning of your billing period all the way until your last megabyte or the end of your bill period.

If you reach approx. 80% of your monthly mobile data plan limit, we’ll send you an SMS or email notification giving you the chance to top up your data plan up until the date of your next bill. This way if you think you’re going to go over your data this month you can add more data, without having to commit to a higher data plan every month. If you exceed your monthly mobile data plan limit, you can continue using mobile data up to the value of £50 before we turn your data access off. You can manage your mobile service and view your used/remaining balance whenever it suits you via your free JT My Account App.
I have JT One and have a mobile data bolt-on in my plan, which countries can I roam in?
** You can use your local mobile DATA allowance as you do at home in these destinations only if you have a JT One plan and have a mobile data bolt-on for your JT One mobile.
Data Bolt-on Roaming Countries
Aland
Albania
Andorra
Armenia
Austria
Belarus
Belgium
Bosnia and Herzegovina
Bulgaria
Czech Republic
Croatia
Cyprus
Denmark
Estonia
Faroe Islands
Finland
France
Georgia
Germany
Gibraltar
Greece
Greenland
Hungary
Iceland
Ireland
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Monaco
Montenegro
North Macedonia
Norway
Poland
Portugal
Republic of Kosovo
Republic of Moldova
Romania
San Marino
Serbia
Slovakia
Slovenia
Spain
Sweden
Switzerland
Netherlands
Turkey
UK (United Kingdom)
Ukraine
USA (United States)
Vatican City
Wallis and Futina
If you’re not a JT One Unlimited or JT One Lite customer and would like to upgrade your plan to enjoy the benefit of using your local mobile data plan whilst roaming, please click here.
I’m having problems making/receiving calls.
Is your phone set to ‘Do Not Disturb’ mode?

Android: To turn this setting off on an Android device swipe down from the top of the screen and tap your current option: Alarms only, Priority only, or Total silence. Press the volume down button and tap Turn off now.

iPhone: To turn this setting off on an iOS device swipe up from the bottom of the screen and tap the crescent moon shaped icon.

Your surroundings can really affect the quality of reception, especially if you’re a long way from a mobile mast. Buildings close by, cars or electrical equipment can block a signal – we’d suggest moving from where you are if it’s possible. If you’re near lots of trees, inside a large building or in a valley the signal may not be as reliable – we’d suggest finding an open space.

If you’re still having issues making or receiving calls please answer these questions, submit the Form and our team will get in touch with you to fix the issue.
I'm having problems connecting to the network
There are some changes and steps that you can take to try and fix this issue before contacting our team.

1. Have you reset the device?
Turn your device off, leave for 30 seconds and turn it on again. Or refer to your user guide to find out how to do a 'soft reset'.

2. Have you manually searched for the JT network?
Please go to Settings > Carrier > Deselect Automatic if it’s already set > Select JT > Try loading a page or making a phone call.

3. Have you tried your SIM card in another device?
If you’ve tried all of these steps and you still can’t connect to the JT network, please fill out this Form to help one of the team fix this as quickly as possible.

Our team may get in touch with you because the nature of the issue needs you to be in the property to carry out some tests on the device which will help the team get to the root of the issue.
Standard local call, text and data rates
If you've used all of your inclusive minutes, texts or data, you'll pay our standard rates below.
Calls
All local landline & mobile numbers 40p
All national landline & mobile numbers 40p
Calls to your Voicemail 40p
Texts
Text messages to any destination worldwide 25p
Data
Data charges per MB 19p

Prices quoted are per minute. Calls are charged per minute, with a minimum call charge of 1 minute, plus 15p connection charge. International call and roaming charges are not included in the above rate card. Non-geographic calls (including premium rate numbers), non-terrestrial and satellite calls have operator specific charges and are not included within the rate card above. SMS text messages are charged per 160 characters. Mobile data is charged at (19p/MB) in increments of 1MB, with a minimum charge of 19p.
What UK dialing codes are included in my mobile plan?
If you have opted for a mobile plan which includes call minutes to the UK, our bundles include all calls made to numbers beginning with 01, 02, 03 and 07 numbers. Calls made to 0800 numbers are classed as ‘freephone’ and will not charge, nor decrement your bundle. Calls made to other UK number ranges such as 08 and 09 are not included, additional charges will apply when calling these premium rate prefixes.
International call rates
Zone
Countries		Connection chargeCost per minute
1
Ireland		20p40p
2
Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland		20p40p
3
Herzegovina, Croatia, Faroe Islands, Georgia, Gibraltar, Greenland, Iceland, Liechtenstein, Moldova, South Africa, Turkey, Ukraine		20p40p
4
Australia, Canada, Japan, Macau, Singapore, Thailand, United States		20p40p
5
Rest Of The World		20p80p
6 (Satellite)No charge£6
International
Premium
Rate		50p£2

The above charges are per minute, with a minimum call charge of 1 minute. Charges apply at all times.  All prices exclude GST which will be added at time of billing.

How much will it cost me to call a premium rate number?
The cost to call a premium rate number is the same when on-island, or when roaming in the UK or IoM.

These numbers are made up of two charges:
  1. A network access charge: JT charge 40p per minute from Fixed Lines and Mobiles.
  2. A service charge: This is the rest of the call charge. The organisation you are calling sets this charge and we would recommend you contact them for the latest call charges.

Please note charges can range from a few pence to several pounds per minute. Further information and a number checker can be found here.

When roaming in other destinations the cost to call a premium rate number will be the same as a standard call when roaming.
Enabling 4G on your handset
Follow these steps to ensure your handset is configured to access our NEW superfast 4G network:

Enable 4G on iOS 9


  • Tap on Settings
  • Tap Mobile Data
  • Ensure that Mobile Data is toggled On
  • Tap Voice & Data
  • Tap the LTE option
  • Confirm the setting by pressing Enable LTE
  • If you are a JT customer, select Mobile Data Network
  • Type 'pepper' into the APN field

At the last step, you will be shown a message stating that enabling 4G may affect the quality of your service and device. Please continue to confirm "Enable LTE", but note that extensive testing has been conducted on our new network and the quality of your device and service will not be affected.

Enable 4G on Android 6.0


(Based on Samsung Galaxy S6 device)

These instructions will vary by manufacturer and device. Please use the below as a guide.
  • Click on Settings.
  • Tap Mobile networks.
  • Tap Network mode.
  • Make sure LTE/WCDMA/GSM is selected.

Please note if you have a Samsung or LG device, you may need to complete a software update in order to connect to JT's 4G network.

Enable 4G on Windows Phone 8.0


(based on Nokia Lumia 1020)

These instructions will vary by device. Please use the below as a guide.
  • From the Start screen, swipe to the left.
  • Scroll down to and tap Settings.
  • Scroll down to and tap mobile network.
  • Tap the Highest connection speed field.
  • Tap 4G.
How do I activate my JT SIM?
There are a couple of things to check before you get in touch with us to activate your new SIM card.
  • Make sure the SIM fits your handset before we activate it
  • Check your handset isn’t locked to another network provider. The good news is that any handset that you buy from JT won’t be locked so you can use any SIM card in it.

If you get your SIM card from our JT shop one of the team will activate it in store for you unless you ask for it to be kept inactivated.

If you do receive a blank SIM (in the post or as part of a gift for example) you can visit the store where one of the team will be happy to activate it for you, or you can contact us so we can activate it remotely.

Remember, if you’d like a blank SIM activating you’ll need to have this information to hand:
  • The JT Account number that the SIM card is associated with.
  • Valid photo ID if you’re visiting the store.
What’s an eSIM?
An eSIM works just like a traditional SIM card. The only difference is, it’s built into your phone, so you won’t have to remove or replace it, and you’ll still be able to change phone numbers or network providers. We don’t currently offer services for eSIMs, however we are working to do so in the future. Please be aware that some smartphone manufacturers have chosen to ship eSIM-only devices in some international markets. If you choose to import one of these smartphones it cannot be used on JT’s network due to the absence of a physical SIM card slot.
I need my PUK code
Your PUK code can be found printed on the card that your SIM card came in. If you misplace the card, you can find your PUK code in your JT online account anytime you need it.

Click HERE to log-in > Enter your credentials the same as the one you use for your JT My Account App > Select ‘Get PUK code’.
How do I check my Pay As You Go balance?
  • When on island please dial 233 or *#133# and press the call button.
  • When you’re not connected to the JT network, please dial *#133# and press the call button.
  • Our FREE JT My Top Up app helps you manage your Pay As You Go mobile service when it suits you. Download your free app here.
How do I test my mobile data speed?
Download the Ookla speed test App from the iOS App Store or the Speedtest.net App by Ookla for Android handsets.

To help make sure the speed test displays accurate results, please read each of the below points:
  • Ensure your phone is on the JT network and you have 4G/LTE enabled in your settings.
  • Open the Speedtest app and check that the server is set to JT / Jersey Telecom Limited.
  • Press the GO button, then wait for the speedtest to complete.
My phone has been stolen/lost
Don’t worry, we’ll do all we can to have you back up and running as quickly as possible.

You can call us 24/7 on 882882 to report your lost or stolen mobile.

We’ll suspend your SIM card to make sure that no one can use it to make calls, send texts or access data.

You can then decide whether you’d like a replacement SIM card (your number will stay the same) or would like to wait until your phone is found/returned to you.

We recommend letting the police know that your mobile has been lost/stolen. This will give you a reference number for any insurance claim.

Report a fault
If you are having difficulties connecting to the JT network, then it could be because of a problem with the network.

Please submit this Form and our team will do all they can to fix the issue as quickly as possible.

Our team may get in touch with you because the nature of the issue needs you to be in the property to carry out some tests on the device which will help the team get to the root of the issue.

Engineering visits may incur charges. For more information, please click below.
Engineer charges
Connection Charges:
Service Connection/Reconnection Charge
Landline No engineer visit required £50.00 - unless you choose a 24-month contract term
Landline Engineer visit required (30mins) £60 + half hourly rate after
Broadband Connection or reconnection £50.00 - unless you choose a 24-month contract term

For all 40Mb, 60Mb and 100Mb Broadband services an engineer visit is required to install a new master socket. This installation is carried out by a 3rd party who won't configure any of your equipment. The engineer visit is free for a 24-month contract term or £65 for all other contract lengths. Do you have a JT account?

YES
Service Time frame
Landline / Broadband 15 working days
Landline / Broadband 15 working days

You need a landline service for us to provide the broadband service to your property so please request this at the same time if there isn’t already one at the property.

The connection charges will be listed on your next bill after the services have been moved.

NO

Please drop into our JT Store, 24 High Street and one of our team will be very happy to help you join the JT family.

Here’s a list of what you need to open a JT account:
  • Valid photo ID
  • Proof of address (utility bill from last 3 months)
  • Your email address
  • Your bank details
  • If you'd like to switch your services from another provider, please bring in a recent bill

Extra engineering work:

If you need any extra work doing, such as having phone points fitted we’ll arrange for an engineer to visit your property at a time which suits you.

The initial call out charges include the first half an hour of labour.
Service Charge
Initial Call-Out £60
Every half hour after £30
Call-Out £80
Every half hour after £40

The engineer will tell you what’s involved in the job, and any extra charges before they start work. If you change your mind and decide not to go ahead with it, that's fine, we won’t charge you anything.
PAC numbers; what they are and what are they used for?
A PAC code is a 'Porting Authorisation Code' – a nine-digit code that allows you to move your number to another UK mobile network. Mobile numbers cannot be ported from or to the UK, so we are unable to provide PAC codes.

If you want to keep your number, we can change your mobile over to a Pay As You Go service however you would be paying roaming rates whilst in the UK. Remembering that you must top up your phone every 210 days to keep the service active.
Un-received text messages; who do I contact if I don’t receive a text message?
Unfortunately, this will need to be reported and investigated from thesender’s side, as the problem is likely to relate with the sender’s mobile operator instead, which we have no control over.

Unless the sender has been reported as fraudulent, we do not block text messages from being received by our network and therefore recommend that the sender liaises with their mobile operator for you liaise with your bank for investigation.
How do I manage my roaming charges?
Roaming bolt-ons

There are roaming bolt-ons available to reduce data costs to help you manage your charges while you’re away from the Channel Islands. Click here for more information.

How can I see my roaming charges for this billing month?

The JT My Account app dashboard gives you an overview of any charges that have happened during this current billing month. It shows you if the charge was for minutes, texts or data whilst roaming.
Will I get roaming charges for travelling between the Islands?
You’re only classed as roaming when your device is connected to a mobile network that isn’t JT's. JT’s mobile network covers the Channel Islands so you can travel between the Islands on the JT network and you won’t incur any roaming charges.
How do I get the 'JT My Account' app?
The 'JT My Account' app enables you to manage your JT services when it suits you.
    • View and pay your bills
    • View your future charges
    • View your itemised usage
    • Set usage alerts
    • View your used and remaining service allowance
    • Add bolt-ons
    • Live chat your account queries to our JTHelp team

To get the app, please follow these steps:
  • Start by creating your online account. You’ll need your JT account number (at the top of your bill) and your email address.
  • Follow this link https://secure.jtglobal.com/consumer/jfn and select ‘Register Account’.
  • Download your 'JT My Account' for free.
    Get it on Google Play
How do I get the 'JT My Top Up' app?
The 'JT My Top Up' app enables you to manage your JT Pay As You Go service when it suits you.
  • View your 'free bundle' balance
  • View your credit balance
  • Top up your account
  • View your top up history

To get the app, please follow the following instructions:
  1. Search for ‘JT My Top Up’ in the Apple App Store or the Android Play Store and download the app to your device.
  2. Enter your JT Pay As You Go mobile number.
  3. Wait for your confirmation text message and use this as your login.



Get it on Google Play
I would like to switch my number to JT Pay As You Go
Switching is easy, plus you can keep your number.

1. Fill in the online application form below

2. Our shop team start the paper work

3. Come to the JT shop with your photo ID and the last bill from your current mobile provider if you're a pay monthly customer.

To provide services to you, we need to handle personal information about you and this will be processed in accordance with the Data Protection (Jersey) Law 2018 / Data Protection (Bailiwick of Guernsey) Law 2017 and in accordance with our Data Protection Notice which can be found here. By completing this Form you are consenting to us using this information to provide you with service(s). Your information will be retained for up to a maximum of 6 years after the end of your contract with us. You have a right to ask for a copy of the information held about you in our records. If you require us to correct any inaccuracies please email customer.services@jtglobal.com. Full details of your rights can be found here.
I would like to switch my number to JT Pay Monthly
Please pop into our JT Store, 24 High Street and one of our team will be happy to help you.

If you're moving your number from another mobile provider and don't have a JT account please bring:

1. Valid photo ID

2. Proof of address (utility bill from last 3 months)

3. Your bank details

4. Recent bill from your current mobile provider
I would like add another mobile service to my account
Please pop into our JT Store, 24 High Street and one of our team will be happy to help you, or call us on 01481 882882. We can only make changes to your account if it's requested by the named account holder so please bring photo ID with you.
What do I need to open an account?
Please pop into our JT Store, 24 High Street and one of our team will be happy to help you.If you're moving your number from another mobile provider and don't have a JT account please bring:
  1. Valid photo ID
  2. Proof of address (utility bill from last 3 months)
  3. Your bank details
  4. Recent bill from your current mobile provider

e-Safety

Helping you stay safe on the internet

There are certain measures you can take to ensure you and your family are safe when using the internet, such as by keeping personal information safe and setting up technical parental controls. Click here to check all our e-Safety tips >


Report a Fault

Landline fault

If you’re having a problem making or receiving calls on your JT landline, then it could be because of a problem with the network. If the fault is on the JT network we will send out an engineer to fix it, and you won’t be charged.

However, some faults may be caused by a problem with the internal wiring or equipment at the property. JT is responsible for the line up to, and including the NTP (Network Terminating Point) – the point at which our network cable enters your home or premises. If an engineer visits and the source of the fault is proved to be your internal wiring or equipment, you will be charged for the visit.

If your landline connection isn’t provided by JT, please contact your service provider for help.

Broadband fault

If you’re having difficulties connecting to the internet on your JT broadband connection, then it could be because of a problem with the network. If the fault is on the JT network we’ll send out an engineer to fix it, and you won’t be charged.

However, some faults may be caused by a problem with the internal wiring or equipment at the property. JT is responsible for the line up to, and including the NTP (Network Terminating Point) – the point at which our network cable enters your home or premises. If an engineer visits and the source of the fault is proved to be your internal wiring or equipment, you will be charged for the visit.

If your broadband connection is not provided by JT, please contact your service provider for help.

 

Click here to report general faults

Click here to report mobile faults

Click here to report landline faults

 

< BACK TO HELP



Moving home

Moving house can be really difficult and time consuming. We’re here to help take some of the hassle away by doing all we can to make sure your services are up and running at your new home when you move in.

This is what we need to know

  • Your JT account number
  • The services that you’d like moved
  • The new landline number if you're moving parish and your landline service isn’t already with JT
  • Your new address
  • Your new postcode
  • Whether your new home is a ‘newly built’ or 'newly renovated' property
  • The date that you’d like the services moved
  • Your email address
  • Your best contact number

Please help us by giving us at least 15 days’ notice so that we can have your services ready.

 

Fill out this form today so that’s one more thing ticked off your list.


 

More information

 

How much will it cost to move my services?

Relocation Charges:

Service Charge
Landline Only £49.99
Broadband Only £30
Landline & Broadband £79.99

If the property you’re moving your services to is newly built or renovated it’s likely an engineer will be needed to connected the property to main network.
As a guide, it takes on average 30 minutes to install a wired router and 60 minutes with a wireless router.
The charges will be listed on your next bill after the services have been moved.

 

Should I take my router with me?

Yes, please take the router from your old property to your new property. Your home network details will remain the same so just plug it in to the data socket in your new property and you'll be able to connect to your router as you did at your old property.

 

My new property doesn't have a broadband connection

Engineers will install a broadband 'distribution point' at your property and connect it to the main network from the roadside cabinet. This will be chargeable as a new service is being added to the core network. The engineer visit is free on a 24-month contract or £65 on all other home broadband contracts.

 

I need a dedicated point for VDSL service

Engineers will install a broadband 'distribution point' at your property and connect it to the main network from the roadside cabinet. This will be chargeable as a new service is being added to the core network. The engineer visit is free on a 24-month contract or £65 on all other home broadband contracts.

 

How do I set-up my services once I'm in my new property?

When your service is connected we'll let you know on the best contact number or email address that you provided when you asked to move your service. We’ll also include your username and password.

The configuration steps shown in the video below though if you'd prefer for a JT engineer to install the service please contact us (link to Contact Us) to arrange this.

Our engineering work has an initial charge of £60, which includes the first 30 minutes.

Work is charged at £30 for every 30 minutes thereafter.

As a guide, it takes on average 30 minutes to install a wired router and 60 minutes with a wireless router.

 

How to videos

e-Safety

Helping you stay safe on the internet

There are certain measures you can take to ensure you and your family are safe when using the internet, such as by keeping personal information safe and setting up technical parental controls.

Click here to check all our e-Safety tips >



JT Apps

How do I get my free 'JT My Account' app?
  • Start by creating your online account. You’ll need your JT account number (at the top of your bill) and your email address.
  • Follow this link https://secure.jtglobal.com/ and select ‘Register Account’
  • Download your 'JT My Account' app for free.

     Get it on Google Play
Your 'JT My Account' app enables you to manage your JT services when it suits you.
  • Free
  • View your device rental info: monthly charge and date of final payment
  • View and pay your bills
  • View your future charges
  • View your itemised usage
  • Set usage alerts
  • View your used and remaining service allowance
  • Add bolt-ons
  • Use 'Parental Controls' tool to manage your home network
  • Livechat your account queries to our JTHelp team

I've forgotten my 'My JT Account' app password?

  1. Visit secure.jtglobal.com
  2. Click ‘Forgot password’
  3. Enter the email address you used to setup the account initially
  4. If you have set up a security question, you can use the ‘Answer secret question’ and reset password function’. Simply answer your secret question correctly to reset your password.
  5. If you have not set up a security question, please use the ‘Send me a pin via email’ function. This will send you an email with a four-digit PIN. Please enter this on the next page along with a new password and click ‘Recover’.
  6. You will then be logged in with your new password.

What does the dashboard of my 'My JT Account' app show?

  • Outstanding balance: This is the amount to be paid, but if you pay by direct debit it'll be taken on the direct debit date.
  • Issued: This is the date your bill is calculated.
  • Due: This is the date your bill is due to be settled by.
  • View Bills: Click here to view your monthly bills.
  • Live Chat with Us: Chat to our JT Help team if you've got an account query.
  • Usage Charges:Any charges acquired during this current billing period which you’ll see on your next bill. The table shows charges for minutes, data or texts using either mobile, roaming or home services.

Which devices are compatible?

Apple iOS 8 and above Android 4.0 and above

e-Safety

Helping you stay safe on the internet

There are certain measures you can take to ensure you and your family are safe when using the internet, such as by keeping personal information safe and setting up technical parental controls. Click here to check all our e-Safety tips >


Account and Billing

On this page: All about your JT bill, including Direct Debit, charges, balance, credit, different payment options (card, transfer, cash), payment plans. You can also read about what you need to open a new account or closing your account.

Understanding your first bill
When you first join JT and request for services to be added on a new account, your first bill will be different than your following bills. This will be because we charge rental up front and we also charge a pro-rated amount from the day the services is added up until the bill date. For example, if your bill is dated 15th of the month and you added your services on 10th, your next bill will be run on 16th at 00:00:00, and you’ll be charged for that period (10th – 16th) as well as the total rental charges in advance for the period 16th this month – 15th next month.

Please note the following: The reason the date mentioned is the day after the date stated bill on your bill is because we run the full time period up until 00:00:00. So for bills dated 10th of the month we charge up until 11th at 00:00:00.
Understanding your current JT bill
Your bill will give you a breakdown of your services, such as:

  • Your monthly service charges. For example, mobile, broadband and landline.
  • Your mobile device payments.
  • Any credit, such as adjustments for offers or pro-rated service charges.
If your bill amount isn’t what you were expecting, look at your bill to check:

  • If any of your contracted charges, such as mobile device payments have finished.
  • If you have added or changed any plans or services.
  • If there are any roaming charges.
  • If there are any usage charges (you can contact us to add a summary to your bill which will show local calls, international calls, calls to mobiles, texts and data etc).
  • If you’re still not sure about the charges, please contact us.
My bill is showing a brought forward balance
A brought forward balance is an amount owing from a previous bill(s) which is listed on your current bill.

You may have a balance brought forward because of the following reasons:

  • Have you paid your previous bill total in full?
  • Did you make payment for your previous bill(s) after the date at the top of your bill? E.g did you pay your bill on 29th month when the bill was calculated on 28th of the month?
If you answered ‘Yes’ to either of these questions this is likely to be the reason why the balance is brought forward to your current bill. To prevent a brought forward balance in the future we’d suggest setting up a direct debit. To set up a Direct Debit please download and fill out this Direct Debit Form.
Can I change my bill date?
You can select which date you’d prefer your Direct Debit payment to be taken, and you can change this anytime by contacting us.
Bill Date Direct Debit Date
7th 28th of the same month
10th 5th of the following month
15th 9th of the following month
21st 11th of the following month
I have changed my bill date
We charge all service charges in advance, which means prior to the bill date change, you’ll have already been charged for a full month ahead. The first bill you receive after the bill date change will have no service charges, and if you’ve used your service outside of the allowance or plan terms then the invoice will only include those usage charges.

The second bill you receive after the bill date change will have service charges from the days in between the old bill date and the new bill date plus a months’ service charge in advance as the billing period has been reset.

Please download our free 'JT My Account' app to monitor your bills in real time and if you can’t find the answer you need, please use our in app live chat for help.

 Get it on Google Play
How long is left on my device rental?
Please contact us with your account details and one of our team will be happy to let you know how long you have left on your device rental.
Can I have a summary of charges?
No problem, please get in touch to request a summary page and we will add it to your bill.
What is an associated account credit?
You may see 'Total associated account credits' listed on the last page of your bill. These are credits which have been raised by the automated billing system when it's calculating your bill. The system identifies charges which have been listed though should have been included within your service plan and therefore raises a credit to cancel this out.
How can I view my bill online?
Your online account enables you to view and manage your account services anytime. Follow these steps to view your bills online:

Step 1: Log-in to the JT My Account portal here: https://secure.jtglobal.com/

Step 2: Select the option you’d like to view from the ‘My Bills’ section.
Alternatively, download the free ‘JT My Account’ app to manage your account and services whenever it suits you.
How do I get my free 'JT My Account' app?
  1. Start by creating your online account. You’ll need your JT account number (at the top of your bill) and an email address.
  2. Follow this link https://secure.jtglobal.com/ and select 'Register Account'.
  3. Download your JT My Account for free

    4.  Get it on Google Play
How can I pay my bill?
The best way to pay your bill is to set up a monthly Direct Debit. Your monthly bill total will be automatically taken from your bank account each month, so it’s convenient and secure, and you don’t have to worry about a brought forward balance being listed on your bill the following month.
Pay by Direct Debit
To set up a Direct Debit please download and fill out this Direct Debit Form. Return it to us by emailing home@jtglobal.com or drop it into our JT Store, 24 High Street and one of our team will be happy to make the account changes.
Pay using your free 'JT My Account' app
Download your free 'JT My Account' app to help you manage your account and services.

 Get it on Google Play
Pay by bank transfer
You can pay your bill by bank transfer using these details.
HSBC
Sort-code: 40-25-34
Account number: 91744402
Payment refernence: YOUR JT ACCOUNT NUMBER
Pay over the phone
You can pay your bill with a credit or debit card using our automated phone system by calling 01481 882882, option 4. Please have your account number to hand.
Late payment fee

Please note that from January 2019, a Late Payment Fee will be incurred for any late payments. For Consumer Services,  a Late Payment Fee of £7.50 will be applied to any Charges due in relation to Consumer Services that have not been settled within 30 (thirty) days from the date of the invoice. The best way to avoid this charge is to sign up for Direct Debit today. For more details on the Late Payment Fee please refer to the Late Payment Fee Schedule which can be found here:

To set up a Direct Debit please download and fill out this Direct Debit Form. Return it to us by emailing home@jtglobal.com or drop it into our JT Store, 18 Queen Street and one of our team will be happy to make the account changes. 
Should you have any queries in relation to this or have concerns about your payments, please email our Credit Control team at CreditControlInbox@jtglobal.com or contact us on 01481 882702 and they will be happy to help you. 
We won't disconnect your services without trying to contact you first. We understand that circumstances beyond your control can sometimes affect your ability to pay your bill on time so please do call our Credit Control team to speak about setting up a payment plan on 01481 882702. The process is as follows: 

  1. You receive your bill;
  2. You have 30 days to pay your bill, after which a Late Payment Fee  will be added to your next bill;
  3. During the 14-day period after your second bill (the bill on which the Late Payment Fee appears), a member of our Credit Control team will try to call you to speak about your bill;
  4. If one of our team is unable to speak to you during those 14 days, automated 'Outgoing Call Barring' will be set on the 15th day; and
  5. 1 week from the date that 'Outgoing Call Barring' was activated, if no payment is made your services will be disconnected and your account sent to our debt collection agency.
Can I set up a payment plan?
We understand that situations beyond your control can sometimes affect your ability to make payment on your account.

We'd suggest contacting us to request an account review so we can make sure your account has the best plans and services for your needs. Following this, the team will connect you with the Credit Control team if it's still necessary.

Alternatively, you can get in touch with the Credit Control team directly on 01481 882702 and one of the team will be happy to do all they can to help organise a payment plan.
I would like to close the account of someone who has passed away
We understand that this can be a difficult time for you though it’s important we know about the death of a JT account holder as soon as possible.

Please fill out this ‘Notice of Bereavement’ form.

Alternatively, you can pop in to our JT Store, 18 Queen Street with all of the above information and our team will be happy to help make the account changes.
I would like to take over the account details of someone who has passed away
We understand that this can be a difficult time for you though it’s important we know about the death of a JT account holder as soon as possible.

Please fill out this ‘Notice of Bereavement’ form.

Alternatively, you can pop in to our JT Store, 18 Queen Street with all of the above information and our team will be happy to help make the account changes.
How do I close my account?
We’re sorry you’re thinking of leaving JT. Please download and fill out an account amendment form. You can email the completed form to home@jtglobal.com or drop it in to our JT Store, 24 High Street and one of the team will be process the request for you. If you're emailing us, we'd be grateful if you could let us know in a few sentences why you're closing your JT account. This feedback will help us to improve our customer experience.
Where do I find my JT account number?

Your JT account number can be found in the top left of your bill.

What do I need to open an account?

Our sales team are in our High Street store to help you get started.

  • Valid photo ID
  • Proof of address (utility bill from last 3 months)
  • Your email address
  • Your bank details

e-Safety

Helping you stay safe on the internet

There are certain measures you can take to ensure you and your family are safe when using the internet, such as by keeping personal information safe and setting up technical parental controls.

Click here to check all our e-Safety tips >



Landline

I’m having problems making/receiving calls
If you're having problems with your home phone service there are some simple checks you can do to try to find out what's wrong.Always check the power cable is connected to the landline base unit and that it's plugged in properly.

If you're using a cordless phone make sure it's charged up; there's usually a battery indicator displayed on the handset screen.

Once you're happy that the handset has charge and all the units are plugged in properly, please answer these questions and if necessary carry out the simple checks.
  • Is there a dial tone?
  • Can you receive calls?Have you paid your bills?
  • Have you tested the phone with all other telephone equipment unplugged?
  • Have you tested the socket with another phone?
  • Have you tested the phone in another socket?
If you’re still having issues making or receiving calls please submit this Form and our team will do all they can to fix the issue as quickly as possible.

Our team may get in touch with you because the nature of the issue needs you to be in the property to carry out some tests on the equipment which will help the team get to the root of the issue.

Engineering visits may incur charges. For more information, please click below.
Engineer charges
Connection Charges:  
Service Connection/Reconnection Charge
Landline No engineer visit required £52.60 - unless you choose a 24-month contract term
Landline Engineer visit required £136.60 (Or £84 if free connection has been taken as part of a 24 month contract)
Broadband Connection or reconnection £50.00 - unless you choose a 24-month contract term
For all 40Mb, 60Mb and 100Mb Broadband services an engineer visit is required to install a new master socket. This installation is carried out by a 3rd party who won't configure any of your equipment. Our engineering work has an initial charge of £136.60, unless a 24 month contract has been taken on the landline, then the engineer visit will be £84. Work is charged at £30 for every 30 minutes thereafter.


Do you have a JT account?

YES

Service Time frame
Landline / Broadband 15 working days
Landline / Broadband 15 working days

You need a landline service for us to provide the broadband service to your property so please request this at the same time if there isn’t already one at the property.

The connection charges will be listed on your next bill after the services have been moved.

NO

Please drop into our JT Store, 24 High Street and one of our team will be very happy to help you join the JT family.

Here’s a list of what you need to open a JT account:
  • Valid photo ID
  • Proof of address (utility bill from last 3 months)
  • Your email address
  • Your bank details
  • If you'd like to switch your services from another provider, please bring in a recent bill

Extra engineering work: If you need any extra work doing, such as having phone points fitted we’ll arrange for an engineer to visit your property at a time which suits you.

The initial call out charges include the first half an hour of labour.
Service Charge
Initial Call-Out £60
Every half hour after £30
Call-Out £80
Every half hour after £40
The engineer will tell you what’s involved in the job, and any extra charges before they start work. If you change your mind and decide not to go ahead with it, that's fine, we won’t charge you anything.
What are the charges for calling premium rate numbers?
Call Charges
Destination Daytime Evening Weekend
Local landline* (01481) 0.23p 0.23p 0.23p
Local mobile 12p 10p 9p
Jersey landline* (01534) 3.5p 3.5p 3.5p
Jersey mobile 20p 20p 20p
UK Fixed Line* 4.5p 4.5p 4.5p
UK mobile 26p 16p 14p
Speaking Clock 20p 20p 20p
Call charges
Click here to check our landline call rates
What UK dialing codes are included in my National Talk bolt-on?
If you have opted for our National Talk bolt-on, this includes all calls made to numbers beginning with 01, 02, 03 and 07 numbers. Calls made to 0800 numbers are classed as ‘freephone’ and will not charge, nor decrement your bundle. Calls made to other UK number ranges such as 08 and 09 are not included, additional charges will apply when calling these premium rate prefixes.
How do I manage my landline usage?

Your 'JT My Account' app enables you to manage your JT services when it suits you.

How do I get my free 'JT My Account' app?

  1. Start by creating your online account. You’ll need your JT account number (in the top left-hand corner of your bill) and an email address.
  2. Follow this link https://secure.jtglobal.com/consumer/jfn and select ‘Register Account’
  3. Download your 'JT My Account' for free
     Get it on Google Play

If you'd like more information on landline plans to suit your needs, please click here.

Connection Charges
Service Relocation Charge
Landline Relocation £52.60
Broadband Relocation £30.00
Landline & Broadband Relocation £79.99

Need any extra work?
If you need any extra work doing, such as having phone points fitted or your fibre ONT moved, we’ll arrange for an engineer to visit your property at a time which suits you.

There's an initial call-out charge of £60, with labour charged at £30 for every half hour after that. These charges don't include any materials or equipment, which will be added to your bill. The initial call out charges include the first half an hour of labour.

Our engineers will tell you how long the job will take before they start work. And if you change your mind and decide not to go ahead with it, that's fine. You won't be charged a thing.

Please note our charges for out of business hours visits are below:

Out of Hours visit charge: £80
Out of Hours Half Hourly Visit Charge: £40

Visits include the first half hour of labour.

Have a question, or need some help?
If you have any questions with regards to your fixed line connection, or want to know more about our fixed line services you can contact our Home Team on 882 882. Alternatively, you can get in touch through our JT Help Facebook page
Scams - Report a scam call, advice and tips
To report a scam call or to find out more about how to stay protected against unwanted calls, texts or emails, click here.
Scam & Fraud Awareness - Marketing ‘Cold’ Calling
Sales and marketing organisations may try to contact you to out of the blue to push all manner of products and services. If you are not looking to buy anything they are selling these calls can be considered a nuisance.The Direct Marketing Association (DMA) runs two free registration schemes designed to reduce the amount of unwanted phone (or fax) calls received from sales and marketing organisations.

By registering your telephone number with them, the DMA can ensure that your number is no longer available to organisations, including charities and voluntary bodies, who might telephone you with offers and information you do not want to receive.

Telephone Preference Service (TPS)

Phone 0845 070 0707 Fax 0845 070 0706

Fax Preference Service (FPS)

Phone 0845 070 0702 Fax 0845 070 0706

You can also register with TPS online at www.tpsonline.org.uk

The Direct Marketing Association (DMA) www.dma.org.uk is also a source of useful information.

Scam & Fraud Awareness - Stolen Phones
If you lose your phone or it is stolen and it lands in the wrong hands the implications to you may be more than just losing your mobile device. If access is gained to your phone you could be opening yourself up to the following risks:
  • The personal information stored on the device could be used for further criminal acts (e.g. identity theft, subscriber fraud etc.)
  • Even if the device is locked the SIM could be removed and used to make calls that will end up on your next bill.

If your phone is stolen on-island or while you’re away on holiday, please contact us as soon as possible on 01481 882882 to ensure that your service is suspended and no further charges are incurred. Many people think disabling the device is sufficient, but this does not stop fraudsters from using your SIM card in another phone and racking up huge bills at your expense.

In order to protect your data ensure that there is a secure PIN on both your device and SIM and make sure that you keep your device software up to date.


Contact Us

There are many ways to get in touch with our team. We would encourage anyone that wishes to contact us to do so on our digital channels in the first instance:

  • Email us by choosing what your query is about in the section below
  • Report a fault, watch step-by-step videos, get top tips and find quick and easy answers to frequently asked questions on our ‘HELP’ section of our website
  • Live chat here or via your JT My Account App. Available Monday - Friday, 8.30am to 5pm.
  • Private Message us at JTHelp Facebook or @JTGlobalHelp on Twitter
  • Phone us on 882882: Monday – Saturday, 8am – 5pm
  • For all retail purchases, please use our 'JT My Account' app or visit shop.jtglobal.com to place your order and receive free delivery

Our Retail stores are open Monday – Saturday 9am – 5.30pm.

Please remember to bring photographic ID in with you if your query is about your JT Account. If you’d like to join JT and open an account please bring Valid photo ID, proof of address (utility bill from the last 3 months), your bank details and your email address. If you’re switching from another provider and have a copy of your latest bill, this is useful to have to hand too.

Direct Message:

To send an email directly to the team please choose one of the options below and one of our team will respond as quickly as possible:

Raise a complaint

If you’re unhappy with something we’d like to know so that we can do our best to put it right as quickly as possible. Here is our Customer Promise where you can read how we handle any complaints.
If you'd like to make a complaint, please fill out the form below to tell us more so that we can make sure you get the right help as quickly as possible.

 

If you’re unable to write to us, you can get in touch by phone on 01534 882882. Our customer experience representative will take the details of your complaint, try to resolve it, and refer it to the department supervisor to be logged.

If you’re unhappy with our response to your complaint, you can get in touch with our regulator.

Guernsey Competition and Regulatory Authority
Suite 4, 1st Floor,
La Plaiderie Chambers,
La Plaiderie,
St Peter Port,
Guernsey,
GY1 1WG

Telephone: +44 (0) 1481 711120
Email: info@gcra.gg
Website: GCRA.gg

Leave a Compliment

Please use this form if you’d like to compliment one of our team. We’ll use the information you provide to pass our feedback to the team member and their manager.

Report a scam call

There are a number of different types of nuisance/scam calls out there. Whilst JT work hard to minimise the number of unwanted calls received by our customers it is inevitable that some of them may get through. Providing as much information as you can HERE will help us to investigate and take the most appropriate action to prevent this happening to other islanders.

JT (Guernsey) Limited

PO Box 656
East Wing, Trafalgar Court
Les Banques
St Peter Port
Guernsey, GY1 3PP

JT (Jersey) Limited

No 1 The Forum Grenville Street St Helier
Jersey JE4 8PB



Broadband

How do I configure my router?
The good news is that you don’t have to because we do it for you!

When we install your router at your home, we’ll configure your router with your SSID and wireless key so you can connect your devices and get online straight away. ( Please look at “What’s the SSID & wireless key for my router?” section below)

I’m collecting my router from the JT shop, do I need to configure my router?

If you’re collecting or buying your router from our shop, our team will configure your router for you.

This means that you can turn it on and connect your devices to your home network straight away.

I’m moving house, do I need to reconfigure my router?

If you’re moving house, please take your router with you to your new home. This will mean you don’t need any details changing and you can connect to your home network in your new home as soon as your router is plugged in.

How do I configure my Netgear router?
  1. Connect your device directly to the router with an Ethernet cable
  2. Go to your internet browsers address bar and enter the Netgear address. Depending on the model this will be either http://192.168.0.1 or www.routerlogin.net.
  3. You will be required to enter a username and a password.
  4. If you have not changed this, the default details are: Username = admin Password = password
  5. Go to basic settings on left hand menu.
  6. PPPoA connection required
  7. Enter your JT PPP username and password; this is the username and password that we sent you when the broadband service was connected.
  8. All other settings get dynamically**. These are listed below.
  9. Apply the settings.
  10. Check for Internet connectivity by loading an internet search engine

Basic ADSL settings:
  • ATM settings - VPI 0, VCI 38 (0/38)
  • DSL modulation - DMT
  • ADSL type - PPPoA encapsulation
  • VCMUX authentication - PAP
  • DNS servers are 212.9.0.135 and 212.9.0.136

How do I configure my TP-Link router?
  1. Connect directly to the router with an Ethernet cable
  2. Enter 192.168.1.1 into your web browser
  3. Username = admin / Password = admin
  4. Select quick set up
  5. VPI = 0 VCI = 38 WAN Link Type = PPPoA
  6. Enter JT user and password; this is the username and password that we sent you when the broadband service was connected.
  7. Select 'dial on demand' then other settings 'get automatically'
  8. Choose your wireless network name and password > Finish

If you require further assistance please contact Technical Support on 08451470017 24 hours a day, 7days a week.

How do I configure my VDSL router?
  • Connect your device directly to the router with an Ethernet cable
  • Go to your internet browser address bar and enter the Netgear address
  • Depending on the model this will be either http://192.168.1.1 or 192.168.0.1
  • You will be required to enter a username and a password
  • If you have not changed this, the default details are: Username = admin Password = *leave blank* or 1234
  • Hover over "Network Settings", and then select "broadband"
  • Click the notepad and pen symbol on the line with VDSL as the title
  • Select PPPoE under "encapsulation"
  • Enter your JT PPP username and password; this is the username and password that we sent you when the broadband service was connected
  • Tick the box named "PPP Auto Connect"
  • All other settings get dynamically
  • On "MTU Size", please type "1492"
  • Apply the settings
  • Check for Internet connectivity by loading an internet search engine

My Wi-Fi isn't working
There are a couple of things that we recommend trying before you contact us:
TIP: Don’t touch the ‘Wi-Fi’ button on your router when you’re trying to fix the issue. If you’ve already pressed the button before reading this, go back and press it again to get back to where you were!


1. Find your router



2. Make sure the cables are connected properly

3. Unplug the filter and plug it into another telephone socket if possible.

4. Plug a PC or laptop directly into your router using an ethernet cable.

 If the socket is switched on and the router still doesn’t light up, check the black/white power button on the back of the router is pressed in.

If you’ve done all of these checks and you're still not getting a Wi-Fi signal you need to be sure the socket isn’t broken. You can do this by plugging in a hoover/hairdryer/lamp. If the socket isn’t working it’s your responsibility to get an electrician/check the circuit breaker.

Do you know your Wi-Fi network password?
  • Yes – Go into your ‘Wi-Fi’ Settings on your device and select ‘Forget Network’. Reselect your ‘Wi-Fi’ Settings and if your home network appears as available this means that your Wi-Fi is working. Select your home network and re-enter your password. Open the internet or an application that requires data access and if the page loads correctly your Wi-Fi is working.
  • No – Please contact our faults team so that we can run some further tests and do all we can to help you.

How do I connect my devices to Wi-Fi?
These steps run through the general steps that anyone needs to take to get connected to the internet via Wi-Fi.

Step 1:

Get yourself in a property or public space that has a wireless router which is transmitting a Wi-Fi signal.

Step 2:

Make sure that the device you're going to use is a.) Capable of connecting to the internet and b.) Capable of connecting to Wi-Fi.

Step 3:

Find out the name of the Wi-Fi network that the router in your location is transmitting. Each Wi-Fi network has its own unique name. Sometimes this can be a sequence of random numbers and letters — but usually people will personalise the name of a Wi-Fi network to help you identify its owners. E.g. "The Smith Family" or "Bob’s Cafe".

Step 4: 

Once you know the name of the Wi-Fi network, use your chosen device to find it. This will vary between devices depending on whether you're using a Windows or Mac computer, or a mobile device. However, the process for connecting to Wi-Fi is broadly similar, following something along the lines of:
Settings > Wi-Fi > turn Wi-Fi on > click on the name of your Wi-Fi network
Most Wi-Fi networks are private, with access given via a password. If your chosen Wi-Fi network is password protected, at this point it will ask you enter that password. Make sure you have the password at hand, enter it > Join
What is the wireless network name (SSID) and wireless key (password) for my router?
The wireless key is another name for the password that you use to get into your wireless network. Always keep this password secure and only share with those who you are happy to be connected to your wireless network.

An SSID (Service Set Identifier) is the name which is broadcast by your wireless (WLAN) router.

It’s the name that appears for your device to connect to when you’re searching for wireless networks.

When we install your router we’ll create an SSID and password for you so that you can connect your devices and access data straight away.

If you’re moving house, remember to take your router with you; that way, all your network and passwords will stay the same in your new property.

How can I improve my Wi-Fi coverage?
If your connection feels slow and is secure how many people are using the connection? Bandwidth may be reduced due to the amount of devices accessing the router. For example games consoles, such as PlayStations, could be using a large amount of bandwidth if someone is gaming online.

The nearer your router is to where you use it, the better your experience will be.

1. Router keeping tips:
  • Move your router away from the window (signal being lost to the outside)
  • Keep your router on show (don't trap signal in the cupboard)
  • Keep your router on a shelf or table
  • Keep it away from the TV and water (fish tank etc)

2. Device keeping tips:
  • Keep your devices up to date by doing any updates
  • Laptops and computers are fitted with bigger antennas, so they'll be able to receive Wi-Fi in more places around your home
  • Restart the devices connected to your home network regularly to prevent 'tiredness'

3. Who are you sharing your network with?



Your network can become congested when lots of devices connect to it. Parental Controls with Haandle enable you to control the connectivity of devices to your home network.

If you're not using a device, it's always good to turn it off and give it a rest, and this will help free up the Wi-Fi for the devices you are using too.
How do I test my broadband speed?
We deliver the broadband plan speed to your router so please use an Ethernet cable to join your router and the device which you're testing the speed on.

Always make sure you're using the JT hosted server to run the test as this will give you the most accurate results.

How can I improve my broadband speed?
  • Update or change your browser
  • Plug your computer directly to your router with an Ethernet cable for larger downloads and streaming as wireless can be slower
  • Make sure your network is secure by using a password and updating it regularly
  • The age of your device can influence the speeds which you'll be able to receive
  • Install anti-virus software on your devices
Report a fault
If you're having problems with your home broadband service, there are some simple checks you can do to try to find out what's wrong.

If your broadband connection is not provided by JT, please contact your service provider for help.

Always check the power cable is connected to the router and that it's plugged in properly.

Please submit this Form and our team will do all they can to fix the issue as quickly as possible.

Our team may get in touch with you because the nature of the issue needs you to be in the property to carry out some tests on the equipment which will help the team get to the root of the issue.

Will I be charged?

If you’re having difficulties connecting to the internet on your JT broadband connection, then it could be because of a problem with the network. If the fault is on the JT network we’ll send out an engineer to fix it, and you won’t be charged.

Some faults may be caused by a problem with the internal wiring or equipment at the property. JT is responsible for the line up to and including the NTP (Network Terminating Point) - the point at which our network cable enters your home or premises. If an engineer visits and the source of the fault is proved to be your internal wiring or equipment, you will be charged for the visit.

How much will I be charged?

If you need any extra work doing, such as having phone points fitted we’ll arrange for an engineer to visit your property at a time which suits you.

The initial call out charges include the first half an hour of labour.
Service Charge
Initial Call-Out £60
Every half hour after £30
Call-Out £80
Every half hour after £40
The engineer will tell you what’s involved in the job, and any extra charges before they start work. If you change your mind and decide not to go ahead with it, that's fine, we won’t charge you anything.

Engineering visits may incur charges. For more information, please click below.
Engineer charges
Connection Charges:
Service Connection/Reconnection Charge
Landline No engineer visit required £52.60 - unless you choose a 24-month contract term
Landline Engineer visit required (30mins) £136.60 (Or £84 if free connection has been taken as part of a 24 month contract)
Broadband Connection or reconnection £50.00 - unless you choose a 24-month contract term
For all 40Mb, 60Mb and 100Mb Broadband services an engineer visit is required to install a new master socket. This installation is carried out by a 3rd party who won't configure any of your equipment. The engineer visit is free for a 24-month contract term or £65 for all other contract lengths.

Do you have a JT account?

YES

Service Time frame
Landline / Broadband 15 working days
Landline / Broadband 15 working days

You need a landline service for us to provide the broadband service to your property so please request this at the same time if there isn’t already one at the property.

The connection charges will be listed on your next bill after the services have been moved.

NO

Please drop into our JT Store, 24 High Street and one of our team will be very happy to help you join the JT family.

Here’s a list of what you need to open a JT account:
  • Valid photo ID
  • Proof of address (utility bill from last 3 months)
  • Your email address
  • Your bank details
  • If you'd like to switch your services from another provider, please bring in a recent bill

Extra engineering work:

If you need any extra work doing, such as having phone points fitted we’ll arrange for an engineer to visit your property at a time which suits you.

The initial call out charges include the first half an hour of labour.
Service Charge
Initial Call-Out £60
Every half hour after £30
Call-Out £80
Every half hour after £40

The engineer will tell you what’s involved in the job, and any extra charges before they start work. If you change your mind and decide not to go ahead with it, that's fine, we won’t charge you anything.
How do I manage my broadband usage?
The 'JT My Account' app enables you to manage your JT services when it suits you.
    • View and pay your bills
    • View your future charges
    • View your itemised usage
    • Set usage alerts
    • View your used and remaining service allowance
    • Add bolt-ons
    • Live chat your account queries to our JTHelp team
    To get the app, please follow these steps:
    • Start by creating your online account. You’ll need your JT account number (at the top of your bill) and your email address.
    • Follow this link https://secure.jtglobal.com/consumer/jfn and select ‘Register Account’.
    • Download your 'JT My Account' for free.
    Get it on Google Play  
I’m moving house, how do I move my broadband service?
Moving to a new house can be difficult and time consuming. We’re here to help take some of the hassle away by doing all we can to make sure your services are up and running at your new home when you move in. This is what we need to know:
  • Your JT account number
  • The services that you’d like moved
  • The new landline number if you're moving parish
  • Your new address
  • Your new postcode
  • Whether your new home is a ‘newly built’ or 'newly renovated' property
  • The date that you’d like the services moved
  • Your email address
  • Your best contact number
Please help us by giving us at least 10 days’ notice so that we can have your services ready.   Fill out this Form today so that’s one more thing ticked off your list.     Watch our ‘Moving your JT services to your new home’ at the end of this page for a step-by-step guide of what to do.
How do I disconnect my broadband service?
We’re sorry you’re thinking of leaving JT. Please contact us to speak to the team about this.

How much will it cost me to disconnect my broadband service?

If you’re still in contract with us, bear in mind you’ll have to pay the remaining charges of contract to cancel early. Most of our contracts are 24 months, but we do have some that are 12. Also, if you’re looking to change to another provider, there might be connection charges for setting up your new service.

What is broadband speed and how does it work?
The transfer of data from point A to point B is what we call ’Broadband'. It's used every day by billions of people across the world. Whether you use it on your computers, laptop, tablet, smart phone, watch, headset or home heating and security system, broadband keeps everyone connected.

What does Megabits per second mean? 

Broadband speed is measured in Megabits per second, usually written as Mb or Mbps (as in 24Mb or 24Mbps). It’s the rate at which data is transferred either from (download) or to (upload) a website.

What is a Gigabyte? 

A gigabyte is a measure of volume of digital data. There are 1,024 Megabytes in a Gigabyte.

Your monthly broadband plan may have a certain number of 'Megabytes' or ‘Gigabytes’ as your monthly allowance (1million MBs, 200GB for example). Every time you access mobile data you’re transferring digital information from point A to point B by either sending information out, or receiving information in. This information is transmitted in digital chunks, or ‘bytes’ so depending on the size of the information you’re sending (uploading a photo or downloading an email etc) a certain number of bytes will be used. The simple table below shows how the volume of data used is measured.
1,024 Bytes 1 Kilobyte
1,024 Kilobytes 1 Megabyte
1,024 Megabytes 1 Gigabyte
1,024 Gigabytes 1 Terabyte

For example, an email may be 2.1Mb in ‘size’. Sending or receiving this will use 2.1 Megabits of your 100GB allowance.
Engineer charges
Connection Charges:
Service Connection/Reconnection Charge
Landline No engineer visit required £50.00 - unless you choose a 24-month contract term
Landline Engineer visit required (30mins) £60 + half hourly rate after
Broadband Connection or reconnection £50.00 - unless you choose a 24-month contract term

For all 40Mb, 60Mb and 100Mb Broadband services an engineer visit is required to install a new master socket. This installation is carried out by a 3rd party who won't configure any of your equipment. The engineer visit is free for a 24-month contract term or £65 for all other contract lengths.

Do you have a JT account?

YES

Service Time frame
Landline / Broadband 15 working days
Landline / Broadband 15 working days

You need a landline service for us to provide the broadband service to your property so please request this at the same time if there isn’t already one at the property.

The connection charges will be listed on your next bill after the services have been moved.

NO

Please drop into our JT Store, 24 High Street and one of our team will be very happy to help you join the JT family.

Here’s a list of what you need to open a JT account:
  • Valid photo ID
  • Proof of address (utility bill from last 3 months)
  • Your email address
  • Your bank details
  • If you'd like to switch your services from another provider, please bring in a recent bill

Extra engineering work:

If you need any extra work doing, such as having phone points fitted we’ll arrange for an engineer to visit your property at a time which suits you.

The initial call out charges include the first half an hour of labour.
Service Charge
Initial Call-Out £60
Every half hour after £30
Call-Out £80
Every half hour after £40

The engineer will tell you what’s involved in the job, and any extra charges before they start work. If you change your mind and decide not to go ahead with it, that's fine, we won’t charge you anything.
JT Total Wi-Fi – Help, Support and Info
If you already have JT Total Wi-Fi and need help with your service, you will find answers to your questions here.

If you would like to know more about this Wi-Fi optimisation service please click here.
JT Fon Wi-Fi
JT Fon was introduced to offer our customers Wi-Fi flexibility by giving JT subscribers the ability to share a bit of their Wi-Fi bandwidth at home, then allowing them to connect to others who do the same.

Today, the majority of our customers are choosing to connect to Wi-Fi via alternative methods and utilising our inclusive mobile data roaming plans to conveniently connect anytime, anywhere.

With the above in mind, we are giving customers advance notice that from 27 November 2020, the JT Fon service will be terminated.

New - take your mobile data on holiday with you

If you’ve not got all of your services with JT, there’s never been a better time to switch. Combine your broadband, landline, calls, texts, data and roaming with JT One.

Plus now you can use your local mobile data in the UK, Europe and USA* at no extra cost, only with JT.

Find out more

*Minimum £5.25 per month mobile data bolt-on required. Excludes Azerbaijan, Kazakhstan and Russia. T&Cs apply.
Scams - Report a scam call, advice and tips
To report a scam call or to find out more about how to stay protected against unwanted calls, texts or emails, click here.
Scam & Fraud Awareness - Marketing ‘Cold’ Calling
Sales and marketing organisations may try to contact you to out of the blue to push all manner of products and services. If you are not looking to buy anything they are selling these calls can be considered a nuisance.The Direct Marketing Association (DMA) runs two free registration schemes designed to reduce the amount of unwanted phone (or fax) calls received from sales and marketing organisations.

By registering your telephone number with them, the DMA can ensure that your number is no longer available to organisations, including charities and voluntary bodies, who might telephone you with offers and information you do not want to receive.

Telephone Preference Service (TPS)

Phone 0845 070 0707 Fax 0845 070 0706

Fax Preference Service (FPS)

Phone 0845 070 0702 Fax 0845 070 0706

You can also register with TPS online at www.tpsonline.org.uk

The Direct Marketing Association (DMA) www.dma.org.uk is also a source of useful information.

Scam & Fraud Awareness - Stolen Phones
If you lose your phone or it is stolen and it lands in the wrong hands the implications to you may be more than just losing your mobile device. If access is gained to your phone you could be opening yourself up to the following risks:
  • The personal information stored on the device could be used for further criminal acts (e.g. identity theft, subscriber fraud etc.)
  • Even if the device is locked the SIM could be removed and used to make calls that will end up on your next bill.

If your phone is stolen on-island or while you’re away on holiday, please contact us as soon as possible on 01481 882882 to ensure that your service is suspended and no further charges are incurred. Many people think disabling the device is sufficient, but this does not stop fraudsters from using your SIM card in another phone and racking up huge bills at your expense.

In order to protect your data ensure that there is a secure PIN on both your device and SIM and make sure that you keep your device software up to date.

e-Safety

Helping you stay safe on the internet

There are certain measures you can take to ensure you and your family are safe when using the internet, such as by keeping personal information safe and setting up technical parental controls.

Click here to check all our e-Safety tips >



New to JT

Welcome to the JT family!

These four steps will help to get you started now that you have new services. If you’ve got any other queries about using or managing your service, you can get help here.

  • Create an online account
  • You’ll need your JT account number (at the top of your bill) and an email address.
  • Follow this link https://secure.jtglobal.com and select Register Account.

e-Safety

Helping you stay safe on the internet

There are certain measures you can take to ensure you and your family are safe when using the internet, such as by keeping personal information safe and setting up technical parental controls.

Click here to check all our e-Safety tips >