If you have experienced a dropped call, struggled to use mobile data or found your signal less reliable than it should be, you will understandably want to know when it is going to get better.
We know the mobile experience has not been good enough for some customers in Jersey. We also know that promises about a better network tomorrow do not make disruption today any less frustrating.
Important foundations are now in place, so we want to explain clearly what we are changing, why the work is necessary and what customers can expect next.
So, what is actually happening?
The simplest explanation is that we are rebuilding and modernising our Jersey mobile network while keeping customers connected.
As in many other places, Jersey’s mobile infrastructure has developed over time using technology from different suppliers. More recently, we have also been bringing together the former Airtel and Sure mobile networks, so we’ve been managing different technologies across one evolving network.
We are now moving that infrastructure onto one modern Ericsson network. This will give us a simpler and stronger foundation from which to improve coverage, capacity, speed and reliability.
And we are making progress. A major part of the work has already happened behind the scenes. We have moved onto the new central Ericsson technology that runs the network and are now upgrading the equipment at individual mobile sites across Jersey.
The first upgraded Jersey site went live on 13 October, and we are moving site by site across the island, with the pace of the rollout increasing over the coming weeks.
Our ambition is to complete the rollout as quickly as we safely and practically can, with completion currently targeted for the first quarter of 2027.
As with any programme involving physical work at sites, practical factors such as winter weather and daylight hours can affect timings, but our focus is firmly on keeping the rollout moving.
Why are we doing all this?
Because Jersey needs more from its mobile network. We ask much more of our phones and technology today – we all lead increasingly digital lives. We rely on them for work, keeping in touch with friends and family and countless other parts of everyday life.
That means our network needs to handle more demand, in more places, while also being ready for what comes next.
The new network will have significantly more capacity than the infrastructure it replaces, giving it more room to handle mobile traffic and support faster, more consistent connections. It forms part of our wider £48 million investment in mobile infrastructure across the Channel Islands and Isle of Man.
In Jersey, the new network is planned to include 76 mobile sites across the island, including 17 new sites. Put simply, more sites give us more infrastructure from which to improve coverage and increase capacity where customers need it.
For Jersey, that also means strengthening the 4G network customers rely on today, giving it more capacity to support growing mobile use, while putting the infrastructure in place for 5G.
So while 5G is an exciting part of the investment, this isn’t simply a 5G project. It is about building a stronger mobile network underneath it.
What this will mean for you
Four things matter most: better coverage, greater capacity, faster speeds and improved call quality.
Greater capacity helps the network cope better when more people are trying to connect at the same time. Modernising our mobile sites improves the experience across the island, while the new technology creates the foundation Jersey needs for 5G and future services.
Customers will experience these improvements progressively as more sites move onto the new network. Mobile performance can vary depending on location, the phone being used and how many people are connected nearby, so we don’t want to make promises about individual experiences before the rollout is complete.
Why have there been problems along the way?
We are carrying out a major transformation of a live mobile network. Customers still need to make calls and use their data while our engineers replace and upgrade the technology underneath it.
Before the main upgrades began, we carried out preparatory work at mobile sites across the island. This was designed to help us manage the rollout, minimise disruption wherever possible and keep the programme moving as we work through the winter months.
Unfortunately, some customers have experienced disruption as that work has progressed. We know how frustrating that is, and resolving the issues customers are experiencing remains our number one operational priority as we work alongside Ericsson and continue the wider upgrade.
Customers should not be expected to overlook a problem today simply because we are building a better network for tomorrow.
What happens next?
Our focus now is simple: keep upgrading sites across Jersey and get the benefits of the new network to more customers.
The foundations are in place. The new central network technology is operational, the first upgraded Jersey site is live and we are now moving site by site across the island.
Ultimately, we know customers won’t judge us on the technology we’re installing or the amount we’re investing. You’ll judge us on the connection you experience every day: does my phone work when and where I need it?
We know there is more work to do. We will continue listening to customers, reporting openly on progress and doing the work needed to deliver a stronger, more reliable mobile network for Jersey.
If you are experiencing an issue or have questions about the network changes, we are here to help. Visit sure.com/ jersey/5g, speak to our team at the Jersey store on the corner of Castle Street and Charing Cross, or call 0808 10 15 247.
For regular updates on planned work, progress and the network rollout, join the Sure Jersey | Future Network Community on Facebook.
