Investigation Reveals “Significant Concerns” Regarding Sure Mobile Network Disruptions

An investigation has concluded that the mobile network Sure Ltd experienced signal-loss incidents last year with a frequency and duration that “raised significant concerns”. The Jersey Competition Regulatory Authority (JCRA) conducted an examination into a series of incidents that impacted the network provider. From 5 May 2023 to 3 July 2023, Sure encountered 18 network disruptions, resulting in nearly five hours of service downtime and affecting approximately 50% of its mobile customer base. Sure stated that it had “proactively engaged” with the JCRA’s investigation and implemented measures “to mitigate the chance of an incident like this happening again.” The inquiry specifically examined the potential effects of these outages on emergency service calls. It determined that active calls to 999 made by affected customers during the incidents would have been disrupted, and any efforts to reach emergency services would have been unsuccessful. Tim Ringsdore, CEO of the authority, remarked: “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 further stated: “We appreciate Sure’s proactive engagement throughout the investigation.” The JCRA reported that, following the authority’s investigation, Sure implemented several measures to enhance its awareness and management of such incidents and to avert similar occurrences in the future. Consequently, the authority concluded that no further action was necessary. Chris Durnell, Sure’s Legal and Regulatory Director, commented: “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.” For further updates, BBC Jersey is available on X and Facebook. Story ideas may be submitted to channel.islands@bbc.co.uk. This material is copyrighted by BBC in 2024, with all rights reserved. The BBC disclaims responsibility for the content of external sites and offers information on its external linking policy.