Help & FAQs
What would you like to know?
Quick answers to the questions we get asked most, from switching and installation to faults, billing and YakYak.
Packages and prices
How much does broadband cost?
Our broadband prices can be found on our Broadband Packages page.
How much does broadband cost?
Our broadband prices can be found on our Broadband Packages page.
Is there a data limit?
No. All our packages include unlimited data.
Do I need a landline?
No. HomeNet broadband works without a landline, so there’s no line rental to pay. Find out more.
Joining and switching
How do I sign up?
Apply online using our broadband application form, or give us a call and we’ll talk you through it.
How do I switch from JT or Sure?
Switching is as easy as 1, 2, 3, and we do the rest:
- Apply online with the package you want.
- Give us your current JT or Sure account number.
- Give us the phone number you have with them now.
How does installation work?
One of our engineers will book a time that suits you. 95% of installations are completed on the first visit.
Who are HomeNet?
We’ve been locally owned in Jersey for more than 25 years, and we run our own independent network across Jersey and Guernsey. About us
Faults and WiFi
My internet isn’t working. What should I try first?
Most problems are fixed by restarting your router properly. It takes about 15 minutes:
- Unplug the router at the wall.
- Wait 10 minutes.
- Plug it back in and wait 5 minutes for it to reconnect.
How do I report a fault?
Fill in our fault form. It takes about 2 minutes, and we’ll email you a support ticket number straight away so you can follow progress.
You can also call us on 666660.
You can also call us on 01481 666660.
What if I report a fault outside opening hours?
We’ll pick it up first thing on the next working day.
My WiFi is slow or doesn’t reach every room. Can you help?
Yes. Book a free WiFi Health Check: an engineer visits, tests your WiFi speed and coverage room by room, finds the weak spots and recommends fixes. Book a WiFi Health Check
Can I upgrade my router?
Yes. If you have an older Tilgin router, we can swap it for a TP-Link WiFi 6 router. Our engineer sets it up and takes the old one away. Upgrade your router
Account and billing
How can I pay?
We recommend Direct Debit. Enter your email on our Direct Debit page, add your bank details and sign online. Direct Debits are protected by the Direct Debit Guarantee, and you can cancel at any time through your bank. For other ways to pay, see Payment.
How do I renew my contract?
Renew online in minutes, with no paperwork and no trip to our office. Enter your email, fill in and sign the form on any device, and our Customer Services Team will take it from there. Renew your contract
I’m moving house. What do I need to do?
Fill in and sign our moving form so we can update your address and send your bills to the right place. It’s also a good time to ask whether a faster package is available at your new home. Are you moving?
Can I get a .je email address?
Yes. A personalised .je address, such as contact@mybrand.je, is available for you or your business. Each one comes with 1,000MB of storage and webmail, and works with other email apps too. Email accounts
Phone service (YakYak)
What is YakYak?
YakYak is our internet phone service. Use the free app on your phone, tablet or computer to make and take calls on your home number from anywhere with WiFi or mobile data. No extra equipment needed.
How much is YakYak?
YakYak costs £19.99 a month and includes free calls to Jersey and UK landlines and mobiles. More about YakYak
Can I keep my phone number?
Yes. Just tell us on the sign-up form and we’ll transfer your number, or we can give you a new one.
Contact, opening hours and office
How do I contact you?
Call 666660, message us on WhatsApp, email mail@homenet.je or use our contact form.
Call 01481 666660, message us on WhatsApp, email mail@homenet.je or use our contact form.
When are you open?
Monday to Friday 9am to 5pm, and Saturday 10am to 2.30pm. We’re closed on Sundays and bank holidays.
Do you have an office?
Yes, our office is at 27 Beresford Street, St Helier JE2 4WN, opposite the cows. Pop in during opening hours.
Do you have an office?
Our only office is in Jersey, but our Guernsey team is here for you by phone, WhatsApp and email during opening hours.
Still need help?
Our local team is here Monday to Friday 9am–5pm and Saturday 10am–2.30pm.
