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 2 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 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#

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 this 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.
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.
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.
Standard 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 UK landline & mobile numbers 40p
Calls to your Message Manager 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. Usage charges for calls, texts and data exclude GST which is added at the time of billing.

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		15p40p
2
Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland		15p40p
3
Herzegovina, Croatia, Faroe Islands, Georgia, Gibraltar, Greenland, Iceland, Liechtenstein, Moldova, South Africa, Turkey, Ukraine		15p40p
4
Australia, Canada, Japan, Macau, Singapore, Thailand, United States		15p40p
5
Rest Of The World		15p80p
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 which is currently charged at £1.39 per minute with a 10p connection charge.
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 / connection charges
Connection Charges
Service Connection/Reconnection Charge
Landline No engineer visit required £55.23
Landline Engineer visit required £145.53
Broadband Connection or reconnection £52.50


Extra Engineering 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. The initial call out charge include the first half an hour of labour.

Service Charge
Visit charge including first half hour (minimum charge) £63
Every half hour £31.50
Visit charge including first half hour (minimum charge) Out of hours £84
Every half hour Out of hours £42
Our engineers 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.
I am having trouble connecting my SIM card using a Mobile Wi-Fi Router / Hotspot device?
In order to connect a mobile Wi-Fi router or hotspot device using your 4G enabled SIM, the SIM must have the PIN code removed. If a PIN code is applied, simply insert the SIM card into a regular handset and then follow the manufacturers instructions to disable to PIN. Then remove the SIM and insert back into your mobile Wi-Fi router device.
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.

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 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.
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
    • Use 'Parental Controls' tool to manage your home network
    • 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, 18 Queen 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, 18 Queen Street and one of our team will be happy to help you, or call us on 01534 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, 18 Queen 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 >


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 >



Complaints

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.

Step 1: Choose what your complaint is about

Step 2: Tell us more about your complaint so that we can make sure you get the right help as quickly as possible.

Step 3: If we aren’t able to help straightaway, you can always chat to us online or via your My Account App or email the customer experience team directly. (Link to open web form to email customer.services@jtglobal.com directly)

  • My Bill
  • My Home Broadband
  • My Account
  • My Mobile
  • Moving Home
  • Something else

Other Complaint info

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, the Channel Island Competition Regulatory Authority (CICRA).

CICRA
2nd Floor Salisbury House, 1-9 Union Street, St Helier, JE2 3RF
Email: info@cicra.gg
Telephone: 01534 514990



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
  • Your new address
  • Whether your new home is a ‘newly built’ property
  • The date that you’d like the services moved
  • Your email address

Please help us by giving us at least 15 working 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 Relocation Charge
Landline/Broadband No engineer visit required £52.50
Landline/Broadband Engineer visit required £146.23

The relocation charges will be listed on your next bill after the services have been moved. Charges include GST.

Should I take my router with me?

Yes, please take the router from your old property to your new property. Just connect it to the ONT at your new property as your home network details will remain the same.

At your old property:

• Don’t touch or unplug anything from the Genexis box
• Unplug the ethernet cable from the grey WAN port on the router and leave it in your property. Please do not take this cable with you.
• Unplug the power supply
• Unplug any remaining cables from the router and take them with you (they’re likely to be yours)
• Take your Tilgin router with you

At your new property:

• Plug in the ethernet cable which should come from the Genexis ONT (Port 1) into your router's grey WAN Port
• Plug in the power supply cable to your router and turn it on

All of your network and log-in credentials will be the same at your new property because you’ve taken your router with you.

 

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 >



Broadband

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 ONT/Genexis box 

2. Make sure the cables are connected properly
Power lead is coming out of the top right and leading into an electrical mains socket.

The Ethernet cable is connected into port number 1 – if it’s plugged into any of the other ports the service won’t work.

The other end of the Ethernet cable goes into the grey WAN port on the back of the Tilgin router. If it’s plugged into any of the yellow ports it won’t work.

3. Make sure the power lead coming out of the Tilgin goes into a mains electricity socket and it’s turned on.

4. Has the Tilgin or the ONT got any flashing lights?

  •  Yes - Unplug the black power lead from the top right of your ONT and leave it unplugged for 10 minutes. Once 10 minutes has passed, plug the lead back in and wait 2 minutes before seeing if there are lights flashing.
  • No – Follow the power lead back to the socket and make sure it’s plugged in and switched on.
If the socket is switched on and the Tilgin 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 your ONT/Tilgin isn’t giving 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.


5. 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.   I have a data point that splits the Ethernet cable into different rooms, should I follow these steps too?Yes, the same principal applies; the ethernet cable comes out of the ONT, goes into the data point and there’ll be another data point in your house which the cable will come out of which will then go into the grey WAN port on the Tilgin.
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 >

The majority of 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, and enter it > Join
How can I improve my Wi-Fi speed?
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.



Click here to carry out a speed test.
How do I find my Wi-Fi password?
Follow these 7 steps to get your wireless password from your Tilgin router:

1. Connect a device directly into the Ethernet ports on the back of the Tilgin.
2. Open a web browser and enter http://192.168.1.1 into the address bar.
3. When the Tilgin configuration page loads enter these login credentials in the top-right boxes:
Username: admin< /br> Password: admin


4. Click on the ‘WIRELESS’ tab across the top.

5. Select the name of your network. (In the example the network is called ‘Cheesecake’)

6. On the left hand navigation pane select ‘Security’

7. Then whatever is listed in the ‘Passphrase’ field will be your password – in the example it’s ‘password’.
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 fibre router with you; that way, all your network and passwords will stay the same in your new property.
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 Wi-Fi network in your new home as soon as your router is plugged back in.

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.
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 contact us to report your fault 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.

Submit this Form to report your fault


This is a Tilgin Router


This is an ONT Genexis Box


This is an ethernet cable




Click here to carry out a speed test.



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.

Engineering visits may incur charges. For more information, please click below.
Engineer / connection charges
Connection Charges

Fibre Installation £88.20
Service Connection/Reconnection Charge
Landline No engineer visit required £55.23
Landline Engineer visit required £146.23
Broadband Connection or reconnection £52.50
Extra Engineering 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. The initial call out charge include the first half an hour of labour.

Service Charge
Visit charge including first half hour (minimum charge) £65
Every half hour £32.50
Engineer visit and half an hour labour Weekday evenings & Saturday £78
Engineer visit and half an hour labour Overnight, Sunday and Bank Holiday £87
Our engineers 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 can I report damage to JT cables, poles, cabinets or manholes?
Our engineering teams work hard to look after all elements of our network though sometimes we don’t know about a problem without being made aware.Please help us by letting us know about any damage you see that has the potential to be hazardous to the general public or reduce network connectivity.

Please call us on 882882, Option 3, Option 1 and have this information ready:
  • Location/address of where the damage can be found
  • If the damage is to a duct, cable, roadside box, phone box, manhole etc.
  • If you saw the damage being caused, please share as much detail as possible (contractor/company/vehicle registration)
  • Your name and contact details

The sooner we know about any potential damage, the sooner we can investigate and carry out any necessary recovery work.

Thank you for helping us to keep the island connected.
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
    • Use 'Parental Controls' tool to manage your home network
    • 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 change my monthly broadband data allowance?
If you’d like to increase your monthly data allowance, either permanently or just for a short time you can choose from these options to best suit your needs:

Additional data usage per month Additional cost per month
50GB £5.25
100GB £10.50
200GB £15.75
Once you’ve chosen, live chat with us here and our help team will make the changes, or you can add the bolt on yourself in your JT My Account app.
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.

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.

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 / connection charges
Connection Charges
Service Connection/Reconnection Charge
Landline No engineer visit required £55.23
Landline Engineer visit required £146.23
Broadband Connection or reconnection £52.50
Extra Engineering 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. The initial call out charge include the first half an hour of labour.
Service Charge
Visit charge including first half hour (minimum charge) £65
Every half hour £32.50
Engineer visit and half an hour labour Weekday evenings & Saturday £78
Engineer visit and half an hour labour Overnight, Sunday and Bank Holiday £87
Our engineers 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 01534 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.

JT Tilgin Router

JT Wi-Fi Health Check

Optimise your in-home setup and get the best connection and speeds on your wireless devices

Learn more about our Wi-Fi Health Check >

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 >



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:

Apply for a free emergency mobile phone

Please fill out this digital FORM to request your free handset.

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.

Jersey Competition Regulatory Authority
2nd Floor Salisbury House,
1 - 9 Union Street,
St Helier,
Jersey,
JE2 3RF

Telephone: 01534 514990
Email: info@jcra.je
Website: JCRA.je

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.
 

How can I report damage to JT cables, poles, cabinets or manholes?

Our engineering teams work hard to look after all elements of our network though sometimes we don’t know about a problem without being made aware.

Please help us by letting us know about any damage you see that has the potential to be hazardous to the general public or reduce network connectivity.

Please call us on 882882, Option 3, Option 1 and have this information ready:

  • Location/address of where the damage can be found
  • If the damage is to a duct, cable, roadside box, phone box, manhole etc.
  • If you saw the damage being caused, please share as much detail as possible (contractor/company/vehicle registration)
  • Your name and contact details

The sooner we know about any potential damage, the sooner we can investigate and carry out any necessary recovery work.

Thank you for helping us to keep the island connected.

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 (Jersey) Limited

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

JT (Guernsey) Limited

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



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 answer these questions, please scroll down to Report a fault tab and fill out the 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.
How do I withhold my number?
Enter 1 4 1 before the number that you're calling
How do I block calls from unknown numbers?
  • To set up *227#
  • To check *#227#
  • To cancel #227#
How do I set up call forwarding?
See instructions for Call Diversion on pages 11-13 of our Calling & Security Features Guide.
How do I set up call return?
  • To call the last telephone number that called you press 1474
  • To hear the number of the last telephone number that called you press 1471
  • Once you've heard the number you can either put the phone down to disconnect the line or press 3 to reconnect with the number
How do I set up 'ring back when free'?
  • Dial the telephone number you're trying to call
  • If it's busy press 5
  • To check the 'ring back when free' is set up *#37#
  • To cancel the 'ring back when free' #37#
Will my landline work during a power-cut?
Your landline won't work during a power cut because the Optical Network Termination (ONT) needs electricity to function and operate a landline service.

If you rely on your landline and have a corded telephone our engineers can fit a battery back-up unit which will enable the line to work should a power-cut happen. Please Contact Us to arrange your engineer visit.

If you have Community Alarm unit, we will fit a battery back-up free of charge when we install the fibre line to your home.
Call charges
Click here to check our landline call rates
What UK dialing codes are included in my National Talk plan?
If you have opted for our National Talk plan, 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.
Report a fault
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.

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

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 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.

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.

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 at here.


Engineering visits may incur charges. For more information, please click below.

Engineer / connection charges
Connection Charges
Service Connection/Reconnection Charge
Landline No engineer visit required £55.23
Landline Engineer visit required £146.23
Broadband Connection or reconnection £52.50
Extra Engineering 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. The initial call out charge include the first half an hour of labour.

Service Charge
Visit charge including first half hour (minimum charge) £65
Every half hour £32.50
Engineer visit and half an hour labour Weekday evenings & Saturday £78
Engineer visit and half an hour labour Overnight, Sunday and Bank Holiday £87
Our engineers 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 can I report damage to JT cables, poles, cabinets or manholes?
Our engineering teams work hard to look after all elements of our network though sometimes we don’t know about a problem without being made aware.

Please help us by letting us know about any damage you see that has the potential to be hazardous to the general public or reduce network connectivity.

Please call us on 882882, Option 3, Option 1 and have this information ready:
  • Location/address of where the damage can be found
  • If the damage is to a duct, cable, roadside box, phone box, manhole etc.
  • If you saw the damage being caused, please share as much detail as possible (contractor/company/vehicle registration)
  • Your name and contact details

The sooner we know about any potential damage, the sooner we can investigate and carry out any necessary recovery work.



Thank you for helping us to keep the island connected.
How do I manage my landline 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
    • Use 'Parental Controls' tool to manage your home network
    • 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.
App Store  Get it on Google Play

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

Can I have a community alarm?
What is a Community Alarm or Horizon unit?

A Community Alarm, or Horizon unit, are devices which can be activated to call the emergency services. They’re installed in the homes of those who are frail, elderly people who live alone in the community and for people with disabilities. More information can be found here.

How much will it cost?

If a client is on income support benefit there is no charge. Otherwise the charges are based on the rental of £29.70 per quarter, plus GST, which is payable to JT Global.

Application for an alarm

The method of applying for an alarm is initially through the person's GP or Family Nursing and Home Care. The application is then passed to the Community Alarm Coordinator, who will then arrange for an alarm to be supplied and fitted and will explain the operation of the alarm to the person and where necessary, to any family and friends who are key-holders.

The Alarm

The alarm system consists of a base unit with an integral telephone built in, together with a pendant which the person wears round their neck and depresses a red button to request assistance. Wrist type pendants are also available.

JT cannot support landline customers with a Lifeline alarm unit with Sure. They are therefore not eligible for JT landline.
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 01534 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.


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



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
  • Test your Wi-Fi or mobile network performance with our built in SpeedChecker
  • 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 >