Mobile

Mobile

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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..

Aland Island

Albania

Andorra

Armenia

Austria

Belarus

Belgium

Bosnia and Herzegovina

Czech Republic

Croatia

Cyprus

Denmark

Estonia

Faroe Islands

Finland

France

Georgia

Germany

Gibraltar

Greece

Greenland

Hungary

Iceland

Ireland

Italy

Kosovo

Latvia

Liechtenstein

Lithuania

Luxembourg

Malta

Moldova

Monaco

Montenegro

North Macedonia

Norway

Poland

Portugal

Romania

San Marino

Serbia

Slovakia

Slovenia

Spain

Sweden

Switzerland

Netherlands

Turkey

UK

Ukraine

United States

Vatican City

Wallis and Futuna

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.
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.

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.
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.
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 >