Mobile Service FAQs
I am on a Pay As You Go service, how can I top up my mobile?
You can purchase mobile top up cards from a number of retail outlets around the Island and also our Main Office. These can be used by calling 177 and following the prompts.
To Top Up
● Dial 177 and follow the instructions
● For USSD dial *177*top-up card number# then press the dial button (usually Green Button)
To Check Balance
● Dial 178 and follow the instructions
● For USSD dial *178# then press the dial button (usually Green Button)
Pay as you Go (PAYG) Data Bundle Top up - *173*<bundle size># (Options are 100 and 200MB)
How can I upgrade or downgrade my mobile?
If you want to upgrade from Pay As You Go to a Premium (pay monthly) or you are an existing Premium customer and wish to upgrade to a larger pay monthly package, please visit our Customer Services Center at the Georgetown Main Office.
To downgrade from a Premium package to a Pay As You Go package, please visit our Customer Services Center at the Georgetown Main Office.. These downgrades can only take places after your initial 12 month contract has been completed.
To downgrade from a Premium package to a smaller Premium package, please visit our Customer Services Center at the Georgetown Main Office.
How can I send an international text?
To text international use + instead of 00 as the international access code, followed by the country code and number.
Can I use my phone abroad?
Our Ascension SIM card can be used to roam in a few locations (St Helena - Sure, South Africa – MTN, Cape Verde – CV Movel and the Falkland Islands).
I will be visiting Ascension from overseas, will my mobile work on your network?
Sure Ascension has roaming agreements with the mobile service providers that are shown on our list of roaming partners which you can find here. To roam on Ascension you will need to make sure your service provider has activated roaming on your account. Please contact your service provider before you travel to activate roaming. Your mobile provider may apply additional call charges for roaming services, please refer to your service provider for applicable call and data charges.
Is Mobile Data available to everyone?
Yes, this feature is automatically available to all of our mobile customers using a local SIM card, but it will not work unless you have a mobile phone that is data capable on our network, and you have configured the settings on your handset.
How much will Mobile Data cost?
All our package charges, including mobile call, text and data charges can be found on our Mobile Price Plans page.
What if I have a Mobile Data usage query?
We are unable to provide details of pay as you go data usage.
Premium customers who have itemised billing will receive a breakdown of date, time and MB used on your monthly invoice. We are unable to give further details on usage. It is your responsibility to manage your usage carefully.
Will Mobile Data be accessible everywhere on the island?
Generally anywhere there is currently mobile reception you can use mobile data, however in some locations data services may be unavailable depending upon the received signal strength.
How do I activate Mobile Data services?
To activate data services you will need to configure your Access Point Name (APN)settings:
Pay As You Go - Create a new Access Point Name (APN) as follows:
- Name: SUREASC
- APN: SUREASC
Pay Monthy - Create a new Access Point Name (APN) as follows:
- Name: SUREASCPM
- APN: SUREASCPM
Please leave any other options not listed as default settings.
If you require assistance in entering the APN settings for the first time, or assistance changing your existing settings, please bring your handset into our Main Office and our staff will do their best to assist you. Handsets vary considerably and there are numerous models on the market. We cannot be responsible for any problems caused from incorrect configurations of handsets or issues specific to your make or model of mobile phone.
- To check your balance call freephone 178 or *178#
- To top up your mobile using a top up card call 177
- To activate your new pre-paid mobile SIM card call 453
- For our Customer Helpline please call freephone 111
- For voicemail call 400
Please note that some services are applicable to Pay As You Go packages only.