Mobile

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.
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.

Please contact us to inform us that your phone has been stolen. 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.

How can I find my PUK number?

Your PUK number is shown on the SIM card holder so we’d advise keeping it in a safe place in case you need it. If you can’t find your SIM card holder, you can use our automated phone system 24/7. Call 01534 882882 and follow the options.

JT SIM Card

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 39p
All national landline & mobile numbers 39p
Calls to your Message Manager 39p
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 10p 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.

Voicemail

Getting started

To start using the service simply dial 171 from your mobile and follow the instructions. You’ll be asked to set a personal greeting, record your name and a numerical security password*. Once complete, your Message Manager is ready for use.

Use the call diversion menu on your mobile to turn diverts on or off. For more information on diverting calls please refer to your mobile handset user guide.

Accessing your Message Manager service

You can call your Message Manager in order to listen to messages in a number of ways.

  • If calling from your mobile within the Channel Islands, dial the short code 171 or 01534 555555. This automatically logs you into your Message Manager mailbox.
  • If calling from a landline dial 01534 555555. You will then be prompted to add your mobile number and your security password.
  • If you have a dedicated voicemail number, simply call that number. If calling from your mobile you will be automatically logged on. If calling from a landline simply dial *Password#.
    New messages will then be automatically played back.

Please note:

When you dial 171 for the first time it should welcome you to the service and invite you to follow the set up procedure. If it asks for a mobile number to send a message to, you will need to have your voicemail profile activated. To have your service activated please call our Mobile Services Team on 882882.

Voicemail retrieval is a chargeable service and not included within your bundled allowance. When dialling 171 or 01534 555555 you will be charged as per our published rates.

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.

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 >

Top Mobile 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.



Online security

Protect your safety, security and privacy online

Cyber security is an ever growing threat. It’s thought that there are half a million attack attempts in the world every minute, that’s why we want to help you protect your information and keep you safe.

Secure browsing

JT Fibre Speeds

The Installation

General information

Sometimes your broadband may seem to be slower than usual and there are a number of reasons why this may be happening. We want you to enjoy a seamless online experience so we have put together our top tips below to help you achieve the best you can out of your broadband.

If you would like to check the speed you are receiving, test it, using the Ookla speed checker tool.

Now you know what speed you are receiving, click on our house below, to read our short guide on factors which may be affecting your broadband speeds at home.

To read more about our Top Tips click here to access the full guide for more detailed information.

Online security 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 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 much will it cost to move my services?

Relocation Charges:

Service Connection/Reconnection Charge
Landline No engineer visit required £55.23
Landline Engineer visit required £143.43
Broadband Connection or reconnection £52.50

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.



Broadband

JT's Free Tilgin Router

We will provide you with a free Tilgin router as part of our managed broadband service.

 

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 password so you can connect your devices and get online straight away.
We will retain a record of this SSID and password selected at the initial set up, however should you change your password, we will still be able to log in to your router and retrieve your password for you.

Please keep your Wi-Fi password secure and only share with those you are happy to be connected to your wireless network.

 

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.

 

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

 

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.

 

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’.

 

 

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.

 

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

FibreInstallation£89.00

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.

 

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.

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 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 >

Top Broadband Tips



Contact Us

If you couldn’t find what you needed please get in touch by:

Message us at JTHelp Facebook or @JTGlobalHelp Twitter, or contact us via email by choosing one of the options below:

Live chatting with us here, or through your ‘JT My Account’ app.

Calling us on 01534 882882, 8am - 9pm, 7 days a week to report a fault.

Calling us on 01534 882882 8am – 5pm, Monday to Saturday to manage your services.

Write to us:
PO Box 53
No 1 The Forum
Grenville Street
St Helier
JE4 8PB

Pop in and see us at our high street store:
18 Queen Street
St Helier
JE4 8PB

Store opening times:
Monday to Saturday: 9am to 5:30pm
Sunday: Closed
Bank Holidays: Closed
Christmas opening hours >

Human Resources:
Email: hrinbox@jtglobal.com

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, the Channel Island Competition Regulatory Authority (CICRA).

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

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.



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?
Please Contact Us to set up call forwarding.
 
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 £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.
 
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 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

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

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 your 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

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

  1. Visit https://secure.jtglobal.com/consumer/jfn
  2. Enter your email address
  3. Select 'forgotten password'
  4. Answer your secret question
  5. Change your password
  6. Log-in to the 'JT My Account' app with your new password

What does my Dashboard 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