'Significant concerns' over Sure mobile network issues

The incidents impacted about 50% of Sure’s mobile customer base

The frequency and duration of signal-loss incidents at mobile network Sure Ltd last year "raised significant concerns", according to an investigation.

The Jersey Competition Regulatory Authority (JCRA) examined a series of incidents which affected the network provider.

Between 5 May 2023 and 3 July 2023, Sure experienced 18 network disruptions totalling almost five hours of service downtime impacting about 50% of its mobile customer base.

Sure said it had "proactively engaged" with the JCRA investigation and had taken steps "to mitigate the chance of an incident like this happening again."

The investigation focused on the potential impact of these disruptions on emergency service calls.

It found that for affected customers, active calls to 999 at the time of the incidents would have been impacted, and any attempts to connect to the emergency services would have failed.

'Raised significant concerns'

Tim Ringsdore, CEO of the authority, commented: "The authority treats any incidents which impact emergency service calls with the utmost seriousness.

"Although no calls from the public were affected in this case, the frequency and duration of these incidents raised significant concerns."

He added: "We appreciate Sure's proactive engagement throughout the investigation."

The JCRA said that in response to the authority’s investigation, Sure had taken a number of steps to improve its awareness and handling of such incidents and to prevent similar in the future.

In light of this, the authority has determined that no further action was required.

Chris Durnell, Sure’s Legal and Regulatory Director, said: "Sure takes its responsibilities towards the safety and security of our customers very seriously and remain committed to providing access to the emergency services whenever it is needed.

"We proactively engaged with the JCRA throughout this investigation and are pleased that they are satisfied with the steps we have taken to mitigate the chance of an incident like this happening again."