Many of you have already recently opted to receive your bill by PDF; saving you time, whilst helping the environment. From 28th April 2017 we will be introducing a £1.25 charge for customers who still wish to receive a paper bill. To continue to receive your bill for FREE, we recommend you opt in to receive your bill via email. You can do this by simply emailing us via the link below, including-

• 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.

Click here to opt in

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.

The balance brought forward is the amount outstanding from the previous bill(s). Usually this figure is zero, although sometimes, due to payment being received after the bill date or part payment of a previous account, a balance may appear e.g. If you are late paying your current bill then your bill for next month may have a “balance brought forward” as it may already be printed or in the post.

If you think you won’t be able to pay your bill this month, please contact our Credit Department on 882702 to discuss alternative payment arrangements.

If you recieve a paper bill and would like a full itemisation each month there is a charge of £3.00. If you have paperless billing and manage your bill online, you can view a full itemisation each month completely FREE of charge.

Did you know, you can choose to have a combined bill for your mobile and fixed line? This not only means you have all your phone bill account information at hand at the same time but it also saves on paper resources to help the environment – it’s called converged billing. Just call us on 882882 or email accountscustomer@jtglobal.com to discuss any of the above information or request any of the above services we offer on your phone bill.

If you know that you will be out of the Island for a long period of time please contact our Credit Department on 882702 and we’ll be pleased to advise how you can make arrangements to cover your forthcoming bills.

Most of our customers receive a monthly bill, though some older accounts are billed quarterly. Bills are dated 28th of the month. You should receive your bill within 14 days of the bill date. We do allow approximately 21 days from the date of postage before we chase payment. All bills will receive a reminder, upon receipt of which payment must be made within 7 days to avoid loss of service.

If you have not received your bill please contact us. It may be that your billing address is incorrect after moving, or you have mislaid the bill – whatever the reason we can arrange for a copy of the bill to be sent to you. There is a charge of £5 per copy bill.

Service charges This is your monthly line rental, the charge for this will depend on which tariff you have chosen. If you would like to change your tariff please contact us.

• 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.

CR = Credit DR = Debit

When you are roaming abroad, any text messages you send will appear on your bill as roamed calls. These text messages will appear on your itemisation as calls to 07797704000. Is this the reason why your bill shows more roamed calls than you remember making? If not please contact our Billing Department on 882882.

07797704000 is our SMS message centre number, this is a phone number that acts as a gateway for transferring SMS messages between mobile devices. When you send a text message it is sent to our message centre which forwards it on to your intended recipient which is why this number appears on your bill. One text message is 160 characters; if you go over 160 characters you are actually sending multiple text messages. If your bill shows you having called 07797704000 several times within a few seconds this is because you have used over 160 characters.

If you’ve moved, any rented equipment you’ve taken with you will be listed under your old address. Simply contact us on 882882 and we can move the equipment on our records. Or, if you no longer require the rented equipment you can return it to our Retail Outlet at 18 Queen Street and it will be taken off your account (subject to any applicable minimum term rental charges).

Your bill will show charges at an address that was current at any time during the last bill period. In this way, call charges for your old address will appear on your bill up to the date that the line was moved or disconnected.

Rental charges for lines or equipment are billed monthly or quarterly in advance. For example, if you receive a bill for 28th February it will show rental charges for the next month, up to 28th March. However, if a new line is fitted or you change the tariff your phone line is on, the rental charges will be calculated depending on the number of days to the next month or quarter end date. For example, if your new line was fitted on the 15th August and your next bill is dated 28th August you will be charged for 14 days rental. Similarly, if you change your phone line tariff you will be billed at the old rate from the date of the previous bill up to the date the tariff was changed, and then for the new tariff up to the next bill date. It may also be that you’ve asked for your line or equipment rental to stop before any applicable minimum rental term has expired, in which case the full term charges will be charged to you.

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.

Please note that from January 2019, a Late Payment Fee will be incurred for any late payments. For Business Services,  a Late Payment Fee for any Charges due that have not been settled within 30 (thirty) days from the date of the invoice shall be as follows:

1. £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;
2. 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
3. In accordance with any Master Services Agreement in place.

For more details on the Late Payment Fee please refer to the Late Payment Fee Schedule which can be found here The best way to avoid this charge is to sign up for Direct Debit. More information on this can be found in the ‘How you pay your bill’ section above. Should you have any queries in relation to this or have concerns about your payments, please email our Credit Control team at BusinessCreditControlInbox@jtglobal.com or contact us on 01534 / 01481 882702 and they will be happy to help you.

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.

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.

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.

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

Most importantly if your phone is not functioning correctly a software update can often solve these issues.

Call the Mobile Services Helpline on Freefone 882882 and wait for the prompt as follows.

1. If your product or service isn’t working and you need us to fix it press 3
2. If you require your mobile PUK number press 2
3. When prompted enter the mobile number you require the PUK number for
4. When prompted enter this number
5. Wait for the announcement of the PUK number

An automated PUK retrieval service is built into our IVR.

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.

• 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.

• 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.

• 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.

Check battery is charged and fitted correctly. If it will still not turn on, return your handset to your supplier.

• 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

•  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.

• 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

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

The easiest way to manage call forwarding is by using shortcodes.

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#

If you’re calling within the Channel Islands, you can also dial 171. Please note this shortcode will not work when roaming.
Bailiwick of Jersey customers must dial +441534 555555
Bailiwick of Guernsey customers must dial +441481 818818

You can manage the way in which you’re notified of a new voicemail by dialing the voicemail access number.
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.

• 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)

Services Available

• 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.

Services Not Available

• 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.

Yes, pay-as-you-go roaming is now available and we are adding new countries and roaming partners every week. Check our full list of Roaming Partners for more details. How much does it cost? Making and receiving a large number of calls whilst you are away can be very expensive. Therefore, it is always advisable to check the Roaming Charges of the country you are visiting prior to leaving the Island.

If your contract mobile phone is lost or stolen, please call 01534 882882 immediately to have your service temporarily suspended. Once your service is suspended report the loss/theft to the Police and obtain a Police report for any subsequent insurance claim, it is particularly important that you do this if your mobile phone is lost whilst your abroad. Mobile phones are often handed into the Police so please check with them periodically. To obtain a replacement sim card, with your same mobile number please visit our Retail Outlet at 18 Queen Street where a new sim will be issued. Photographic ID will be required in the form of a Drivers License or Passport.

If you are concerned about the effects of base station RF signals upon human health, further information can be obtained from the latest WHO report, Electromagnetic Fields and Public Health, WHO fact sheet 304 (May 2006). This can be found at http://www.who.int/mediacentre/factsheets/fs304/en/index.html Further information about the issues raised here can also be found by visiting the UK Department of Health website at www.doh.gov.uk. More information can also be found at: http://www.who.int http://www.nrpb.org.uk

(Specific Absorption Rate) It is possible to measure how much radio wave energy your body receives from each model of mobile phone. This is done by measuring the specific absorption rate or SAR. There is now a European standard method for measuring the SAR and manufacturers make this information available. You can also find the SAR values on your mobile handset manufacturer’s website, click on the relevant link below: http://www.apple.com http://www.nokia.com http://www.motorola.com http://www.samsung.com

Mobile phone handsets are low powered radiofrequency (RF) transmitters. Typically, they transmit in a range between 0.2 and 0.6 watts. There is no confirmed scientific evidence to suggest that using mobile phone handsets has an adverse effect on human health. However the RF strength decreases considerably with distance. If you are concerned about the use of mobile handsets then you can reduce the absorption of RF signals even further by using a hands free kit.

As with many new technologies, some people have been concerned about the possible health effects of using mobile phones. This is understandable and JT, along with the mobile industry as a whole, supports the extensive scientific research into these potential health issues. After more than 30 years of research and the publication of over 25,000 articles about the health effects of the type of radiation emitted by mobile phones, the World Health Organisation (WHO) has said that “Scientific knowledge in this area is now more extensive than for most chemicals” and that a review of this literature “does not confirm the existence of any health consequences from exposure to low level electromagnetic fields.” Further reviews conducted by national and international bodies have consistently concluded that there is no credible evidence to suggest that Radiofrequency (RF) exposure from mobile phones or base stations operating within international safety limits, International Commission on Non-Ionizing Radiation Protection (ICNIRP) cause any harm to human health. All of JT’s base stations and the mobile phones that we sell operate well within these international safety limits. We are confident that mobile phones do not harm health but also appreciate the need to remain up to date on all information about this subject. JT is committed to passing on the latest information about any potential harm caused by mobile phone equipment to our customers in order that people can make fully informed choices about their mobile phone use.

So long as we have a roaming agreement in-place with the country you are visiting, you can use your phone as you do at home. When you arrive turn your mobile on and enter your PIN as usual. Your handset should automatically search for an available network and register as soon as it has found one. You can then talk and text as normal. What’s the difference between manual and automatic network selection? If your phone does not automatically pick up a network you can select one manually as follows: Settings – Phone – Operator Selection – Manual Your mobile will perform a scan of all available networks. Hi-light and select a suggested network.  If your first selection is unavailable, try another. If problems continue please call our Mobile Services helpline on: JT – +44 1534 882882.

Most GSM handsets offer a choice to select a new network, automatically or manually. Automatic Settings The default setting, in most cases, is automatic, which instructs your mobile to automatically connect to the strongest network signal available. As you move, the handset will continually monitor the available networks, and keep you connected to the strongest one. Manual Settings In a manual network selection setting, your mobile handset will detect if there is more than one network present and offer you a choice. If you then select one network, your mobile phone will remain connected to it regardless of the alternative networks available. You may prefer to remain connected to one network if it offers cheaper outgoing call charges. To manually select networks please refer to your mobile phone user manual for instructions. Your JT SIM card can store a list of your preferred roaming partners. If you have an automatic network selection setting, and there are two networks of equal strength available, the mobile phones will connect you to the one that is highest on your SIM card’s preferred list. The list can be edited by using the appropriate menu on your mobile phone. Check your mobile phone user manual for details.

A few simple preparations and checks before you travel may help to prevent difficulties when you arrive:

• 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.

Call our Mobile Services Helpline from an alternative phone on +44 1534 882882 for assistance while you’re away. *standard charges apply. For quality control, security, accounting and training purposes, calls to and from JT will be recorded and may be monitored.

• 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.

Unfortunately we cannot block a mobile number from contacting you, however we can offer some advice on how to deal with 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.

Please be careful when completing application forms for store cards, surveys or any related forms as this is where your number may be captured and distributed to third parties.

• Make sure your phone is correctly configured by visiting the handset configurator.

•  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.

Please call Mobile Services helpline on 882882 for further assistance.

Text Messages Yes but you will not be able to send a Text Message or see that a message has been received if your browser is open. If you have set up your mobile so that a tone is played when a message is received you will still be notified in this way. Voice Calls Yes, data transfer is suspended while you make or receive a voice call. What affects the speed of my mobile data service connection? Many factors such as; the capability of your mobile phone, the network capacity that is available, the strength of the 4G signal, your compression settings (if you are using compression software on your laptop or hand held device) and the type of interconnection you are using e.g. bluetooth, infrared or cable.

Yes, but please be aware that this will incur additional data roaming charges.

Mobile data charges abroad

For information about our mobile data charges whilst abroad please see our Roaming section.

No, your mobile data services tariff only includes your connection to the GPRS network and the data you transfer to and from your mobile. Voice calls are charged according to the mobile tariff you are connected to.

It’s always possible that electronic devices can lose data stored in their memory. This can happen for a number of reasons, such as impact damage, faulty components, water damage etc. Therefore it is strongly recommended that you periodically back up all of the data stored in your phones memory. This can be done by keeping a written or printed copy of your contacts or by regularly backing up your data to a PC using the data cable and software provided with your handset. Our Retail Outlet sells data cables and other equipment that will allow you to connect your handset to your PC.

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

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.

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.

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.

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.

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

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.

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’.  

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.

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.

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.

Connection Charges Fibre Installation £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.

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, roads