How you receive and pay bills
How you receive your bill
- The full name on your account/s
- Business account number/s
- Contact Name and telephone
- The email address you would like us to send your bill to.
How you pay your bill
Direct Debit is now widely recognised as the most efficient method of bill payment. From 28th April 2017 we will be introducing a £1.25 charge for businesses who pay by by non-Direct Debit methods, such as BACS or cheque. This is largely due to the level of efficiency this method offers as well as the increasing administration and resource costs associated with BACS and cheque payments.
Paying by Direct Debit is simple to set up and will save your business time and resource. If you wish to start paying your business bills by Direct Debit, simply download, fill out* and return the form below by Tuesday 25th April 2017. Alternatively, you can scan and email it to bacsdirectdebits@jtglobal.com. *Customers will multiple accounts will need to complete a form per account.
Download JT Direct Debit Form – Jersey
Download JT Direct Debit Form – Guernsey
If you have any questions, please contact; Business Accounts – For customers with business products, please contact your Account Manager or our dedicated business support team on 882345. Home Products – For business customers with home products only, please contact our team on 882882.
Billing Issues
What does balance brought forward mean?
I can't pay my bill this month
I want an itemised bill
I want one, single bill
I'm away from the island and wont be back to pay my bill
When will I receive my next bill?
I haven't received my bill this month
Bills Explained
Terms and abbreviations used on your bill
- Usage charges This is a total for the amount of usage (calls, text, data etc.) you have used in the billed month.
- Pro Rata If you have changed your tariff, just been connected or just disconnected, then we will bill you for a pro-rated amount of your tariff.
- One off charges You could have a one off charge for a number of reasons, this could be for admin, connection, disconnection or a change of number.
I haven't made that many roamed calls
Why does 07797704000 keep appearing on my bill?
Why does my bill show equipment at my old address?
I've moved, why does my bill show charges at my old address?
Why don't the rental charges on my new line match the listed tariffs?
Bill Payments
How / Where can I pay my bill?
You can pay your bill by one of the following methods:
Monthly variable Direct Debit
The easy way to settle your bill; let us do the work for you.
Download a Direct Debit form:
Download JT Direct Debit Form – Jersey
Download JT Direct Debit Form – Guernsey
Monthly variable Credit Card payment
Download a Credit Card payment form:
Download JT Credit Card Payment Form – Jersey
Download JT Credit Card Payment Form – Guernsey
Over the phone by credit or debit card
Call 882882. Available 24 hours a day. Please have your card to hand along with your JT account number.
Over the counter at Broad Street Post Office
Cash, cheque, credit or debit card.
Late payment process
- £20 for Customers who are billed up to and including £20,000 per annum for any Charges due that have not been settled within 30 (thirty) days from the date of the invoice;
- 3% of the outstanding Charges on the invoice to which the Late Payment Fee relates for Customers who are billed in excess of £20,000 per annum for any Charges due that have not been settled within 60 (sixty) days from the date of the invoice; or
- In accordance with any Master Services Agreement in place.
JT Billing Manager
JT Billing Manager Upgrade
We will soon be upgrading our JT Billing Manager platform.
The upgrade is scheduled to take place Friday 24th April, commencing at 6pm, completing on Monday 27th April at 9am.
During this time period, there will be no access available to the JT Billing Manager platform.
You can find a list of all the new benefits which will soon be available to you at this link.
If you would like to ask us anything at all about these changes please get in touch through email at
We also have a list of FAQs that may help with any queries you may have at this link.
Using your mobile
Security
Your Password
When you first connect to the JT mobile service, you will be asked to provide a password. This password is an essential part of the measures taken to protect mobile customers from unauthorised use of their mobile phone.
There may be occasions when you need to contact JT to give instructions, or obtain information such as your PUK number (see below) over the telephone. No instructions will be accepted and no information will be given out to you unless you can provide the correct password. If you are unable to provide the correct password, you will be required to provide a valid proof of identity (the photographic ID you gave when you purchased your mobile handset will be acceptable). This is particularly relevant when you are outside the Island and either accidentally block your mobile phone or it is lost or stolen. Note: If you are connecting on behalf of a business you will be asked to provide a company password and a contact name and number. If applying for service in your own name you will be asked for your Mother’s maiden name as a password.Security PIN Code
Each time you turn your mobile phone on, you will be required to input a 4 digit security PIN code. This Personal Identity Number, provided at the time of connection to the JT Mobile Service, is to protect your handset from being used should it be lost or stolen. The security PIN code can be changed at any time by using the programming menus on your mobile phone.The PUK Code
Any attempt to enter your PIN code incorrectly three times in a row will result in your mobile phone becoming ‘locked’. This security feature is provided to prevent unauthorised use of your mobile phone.
If you accidentally enter a wrong security PIN code three times in a row and consequently block your phone, you are able to reactivate your service by entering the PUK code. The Personal Unlocking Key code is provided, together with your security PIN code, when you first connect to your mobile service. It is an 8 digit number which, unlike the security PIN code, cannot be changed. The PUK code should be kept secure and not carried with your mobile phone. Note: For your PUK number to be provided over the phone, you must be able to give us the mobile number for which you require the PUK number. Alternatively you can visit the Jersey Telecom Retail Outlet at 18 Queen Street and provide us with the mobile number for which you require the PUK number. To enter the PUK code follow the instructions in your mobile phone manual.Recommendation to mobile customers We recommend mobile customers should insure their mobile handset against loss or damage, as part of household content insurance, to minimise the cost of replacing their mobile should it get lost or stolen.
Should you lose your mobile, or should it get stolen, you must report your loss to the Police. In this instance if you have a mobile contract you can contact us directly on 152 and we can deactivate your service. If you have lost a prepaid or ‘pay as you go’ mobile, you must go to the Police, who will liaise with us regarding deactivating your SIM.Your SIM Card
At the heart of your mobile phone is the SIM card, or Subscriber Identify Module. Issued when first subscribing to the mobile network, it contains a small electronic microprocessor which holds information unique to your SIM. This information includes your GSM mobile number, your security PIN code and a memory for your most frequently dialed numbers.
A SIM card is rendered useless if any attempt is made to tamper with it, physically, optically or electronically. If your card is lost or stolen, you must immediately notify JT by calling the Mobile Services Helpline on 152 from any local phone, or +441534882152 if you are outside the Island. The SIM card will be deactivated and your personal details can be transferred to a new one. Replacement SIM cards are free of charge.Updating your phones software
Mobile phone manufacturers are continually adding new state of the art features to their handsets, meaning your mobile phone is now like a miniature computer. From time to time your mobile phone will need to have its software updated in order to ensure it continues to function as it should.
There are a number of benefits that you may get by updating your handsets software such as:- Enhanced functionality
- Additional features
- Bug fixes
PUK request?
Is the correct PUK number being used?
Call the Mobile Services Helpline on Freefone 882882 and wait for the prompt as follows.
- If your product or service isn’t working and you need us to fix it press 3
- If you require your mobile PUK number press 2
- When prompted enter the mobile number you require the PUK number for
- When prompted enter this number
- Wait for the announcement of the PUK number
Problems with your phone
Phone can make and receive calls but 'UK – JT GSM' is not the network name in the display
Phone can make and receive calls but ‘UK – JT GSM/Jsy Tel’ is not the network name in the display.
- Have you accidentally logged on to another network?
- It is possible in Jersey to log on to the Guernsey or even French GSM network, i.e. Sure or Airtel in Guernsey, no it isn’t
- Either move to a different location or set the handset to ‘manual’ network selection.
Phone display says ‘check SIM’
- Remove your SIM card and wipe carefully before refitting.
- If display remains the same, return your SIM card to the JT shop for a replacement.
Phone does not accept PIN number
- Is the correct SIM card in the phone?
- Remove card and check status.
- Is the correct PIN number being entered?
- Try three times. If the phone locks up reset the PIN using the PUK number.
Phone is on, but will not to connect to the JT mobile network
- Is the GSM network signal present?
- ‘No network’ in display indicates no signal. Try moving to an alternative location. Due to our local geographical features you may experience poor coverage in certain areas.
- Are you inside a building? Moving closer to a window may help.
Phone will not turn on
Making/receiving calls
Phone has connected to the JT mobile network, but cannot make or receive calls
- Is incoming call barring set on the phone? Check phone settings and barring status. Clear all diverts and try again.
- Is an unconditional divert set on the phone? Check phone settings and divert status and cancel if necessary.
- There could be a problem with network congestion. Try again after a few minutes.
- Have any restrictions been applied by JT? Call the Mobile Services Helpline on Freefone 882882
Phone can make but not receive calls
- Is incoming call barring set on the phone? Check phone settings and barring status and cancel if necessary.
- Is an unconditional divert set on the phone? Check phone settings and divert status and cancel if necessary.
Phone has connected to the JT mobile network, but cannot make or receive calls
- Is incoming call barring set on the phone? Check phone settings and barring status. Clear all diverts and try again.
- Is an unconditional divert set on the phone? Check phone settings and divert status and cancel if necessary.
- There could be a problem with network congestion. Try again after a few minutes.
- Have any restrictions been applied by JT? Call the Mobile Services Helpline on Freefone 882882
Voicemail
From the 31st March 2021, JT’s voicemail service in its current form will be upgraded as part of our ongoing service improvement programme.
If you have JT’s voicemail service activated currently, please click here to find out what action you’re required to take on or after the 31st March 2021 in order to keep using the voicemail service.
Voicemail activation and setup
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?
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?
Bailiwick of Jersey customers must dial +441534 555555
Bailiwick of Guernsey customers must dial +441481 818818
How do I know if someone has left a voicemail message for me?
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.
Pay as you go service
Top up problems -How do I top up?
- Top up cards – You can top up using top up cards which are available from various retail outlets across the island. You then simply dial 232, listen to the instructions and key in the 12 digit number printed on the back of your top-up card. There is no limit to how much you can add to your account.
- Top up online – You can also top-up online. Registration is simple and the process is automated so you do not need to enter any top up numbers. You can only top up by £100 every 7 days.
- Top up over the phone – You can top up over the phone by calling 882882.
- I have a top up card and input the number but it hasn’t worked.
- Please try again and take care when entering the top up number.
- Please try again, but this time dial *#132*top up number# then send.
- If you are still having problems please call 882882 for assistance or call +44 1534 882882 when roaming (standard charges apply)
Which additional services are provided with pay-as-you-go?
- Message Manager – a personal answering phone facility
- Call Barring and Caller Display – a calling line identity service are provided free of charge
- Text Messaging – allows you to send & receive Text Messages from your mobile. This service costs 7p per message sent on the JT mobile network, with no charge to receive messages.
- Mobile Office will not work with the pay-as-you-go service.
- JT cannot provide call itemisations to pay-as-you-go customers. If you need regular breakdowns of your calls, you should select one of the standard mobile pay monthly tariffs.
Can I use the pay-as-you-go service outside of Jersey?
Lost or Stolen
What to do if your mobile phone has been lost or stolen?
Are mobiles safe?
Effects of Mobile Base Stations
What are SAR values and what does it mean?
Mobile handsets and radio frequency
Is using a mobile phone dangerous?
Travelling Abroad
How can I use my mobile abroad?
What's the difference between manual and automatic network selection?
What should I do before I go?
- We have a large number of roaming partners throughout the world and the list is being added to monthly. Before you travel, check that the destination you are travelling to has a compatible GSM Network.
- If you are travelling to a country that has an electricity supply using a different voltage or sockets, ensure that your battery charger is compatible and you have an appropriate socket adapter.
- If you have a pay-as-you-go service, make sure you have sufficient credit, either already loaded or as top-up cards. It may be an idea to register on our online top-up facility before you travel.
- Decide whether you want to receive incoming calls whilst travelling. You may prefer to divert all incoming calls to your Message Manager. We have a bolt-on available that allows free incoming calls when roaming for a monthly charge of just £5.
- Check that your handset is insured in the event of loss or breakage.
Who do I call for help when I'm away?
SMS
Unable to send/receive SMS?
- Try switching your mobile off for at least 1 minute and then power back-up. Re-enter your PIN. This may solve the issue.
- Check Service Centre Address :
- Messaging – Message Settings – Text Messages – Message Centre
- Make sure your message centre number is set to +447797704000
- If you are still having problems please report your fault online or call 882882.
How do I stop unwanted SMS?
- Never send a reply SMS to the sender.
- Never call the sender or any number contained within the message.
- If you feel the content of the SMS to be of an abusive manner, we suggest you contact the States of Jersey Police or the Data Protection Office who will offer further advice. However deleting and ignoring the messages remains the best policy.
I want to send a picture message
- Make sure your phone is correctly configured by visiting the handset configurator.
Internet & Data
Unable to connect to the internet?
- Has your handset been able to connect previously? If so please switch off your handset, power back-up and re-try.
- Is this the first time you’ve tried to connect? Please visit our handset configurator to make sure your phone has the correct settings.
- If your handset is not listed on the configurator or you have ported your number to JT please call 882882 as you cannot use this service. The iPhone requires the settings to be entered manually.
How much data have I used this month?
Can I receive and send Text Messages/Voice Calls when I’m connected to mobile data services?
Can I use Mobile data services abroad?
How is data charged?
Mobile data charges abroad
For information about our mobile data charges whilst abroad please see our Roaming section.Are voice calls included in my mobile data services tariff?
Back up your data
Using your broadband
JT's Free Tilgin Router
How do I configure my router?
I’m collecting my router from the JT shop, do I need to configure my router?
I’m moving house, do I need to reconfigure my router?
My Wi-Fi isn't working
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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! |




- 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 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.
- 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.
How do I connect my devices to Wi-Fi?
What is the wireless network name (SSID) and wireless key (password) for my router?
How do I find my Wi-Fi password?
Username: admin< /br> Password: admin





How can I improve my Wi-Fi speed?
- 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)
- 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'

How do I test my broadband speed?

Report a 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
Service | Connection/Reconnection | Charge |
---|---|---|
Landline | No engineer visit required | £55.23 |
Landline | Engineer visit required | £145.53 |
Broadband | Connection or reconnection | £52.50 |
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 |
How can I report damage to JT cables, poles, cabinets or manholes?
- Location/address of where the damage can be found
- If the damage is to a duct, cable, roads