Mobile

Mobile

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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

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 while abroad?

When roaming in the UK or IOM the cost to call a premium rate number will be the same as when on island.
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 >

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