Why is Surefish being closed?

We very much regret having to close the ISP. As the market for internet services increases, we have found that we have been unable to keep Surefish as a competitively viable product while continuing to raise funds for Christian Aid's work. Many service providers are able to offer much cheaper products, making it very difficult to attract new users to Surefish.

The website www.surefish.co.uk is not being closed and the articles and discussion boards will continue.

I need more time to make alternative arrangements

Whilst we were not obliged to provide any notice period to users, we felt it would be irresponsible to close the service without this. We feel that the three months notice we have given is sufficient time for people to make alternative arrangements and the ISP and e-mail service will close on October 25th.

Can I buy the surefish.co.uk domain?

No. It is owned by Christian Aid and the website is not being closed and the articles and discussion boards will continue.

Why don't you sell / give the e-mail domain to another supplier?

Whenever there has been a change to the internet services of Surefish in the past, there has been a knock-on effect on all members of staff at Christian Aid, who are contacted by friends and supporters who have surefish.co.uk or fish.co.uk email accounts. When we changed to BT Wholesale as our supplier two years ago, and had a dedicated call centre, our members of staff were still asked for help. We need to establish a clear divide between Christian Aid and the company that will run the new affinity scheme which is why we are closing the email addresses.

Is the website closing?

The Surefish website will continue to function - only the internet access service and e-mail services are finishing. The articles and discussion boards on the site will continue to operate.

Can I still use the discussion boards?

Yes, the discussion boards can still be used. There are no changes being made to the website www.surefish.co.uk/forum

Can I still use webmail?

I am sorry but it will not be possible to continue using webmail once the ISP has been closed.

What happens to my webspace?

With the closure of the ISP, your webspace will be inaccessible from October 25th. Our new affiliate partner So Internet (parent company of Christian Technology) will be able to help you transfer your website.

Why close it now that the service is quite reliable? Why not before?

As the market for internet services increases, we have found that we have been unable to keep Surefish as a competitively viable product while continuing to raise funds for Christian Aid's work. Many service providers are able to offer much cheaper products, making it very difficult to attract new users to Surefish.

What happens to the guarantee on my modem / other equipment?

Christian Aid will honour any warranty agreement that may still exist on the equipment you bought from us. Should you need to contact us about this, please call our Supporter Enquiries team on 020 7523 2041.

Can I save/copy the e-mails in my webmail account?

Yes. You can download emails you want to keep as a text file in SquirrelMail, the webmail program. Open up the email you wish to keep, and click on the link that says ‘Download this as a file’.

You can also copy and paste emails you wish to keep, or, after you have set up a new email account, forward them to your new email address.

Can I save/copy the contacts in my webmail account?

Yes, it is possible to export the contacts in your webmail account. Open up your webmail, click on Addresses, and then click the ‘Export to CSV file’ button. This will export all of your contacts into a file that other webmail programs will be able to read.

Do I need to cancel my Direct Debit?

There is no need to cancel your Direct Debit. This will be cancelled automatically once your service has been ceased.

How can I obtain a MAC code (to transfer broadband)?

Surefish will need to order a MAC code for you. It usually takes a couple of days for this to come through and I will e-mail it to you. The MAC code will remain valid for 30 days, after which time it will expire. Please contact me again if your code expires and you need me to provide you with a new one.

What is a MAC code?

Migration Access Codes (MAC Code) have been introduced by Ofcom (the telecommunications regulator) to enable broadband users of the internet to change their ISP. The MAC code remains valid for 30 days after it is issued after which time it will expire. A new MAC Code can be issued if required. You will need this code to transfer to another provider. If you are transferring to Christian Technology, the new affinity scheme, then we will organise this transfer for you.

Do you recommend another ethical supplier?

Christian Aid is going to be working with an organisation called Christian Technology who provide e-mail and internet services. Unlike Surefish, Christian Aid will not own the service, but Christian Technology will donate a proportion of your subscription to support our work.

I have recently joined Surefish / moved house. Can I get a refund of my set up costs?

Christian Aid is happy to reimburse the costs to people who joined Surefish in the last three months. I would be happy to call you to arrange this, in which case please reply with your telephone number. Alternatively you can contact us on 020 7523 2454.

Will So Internet (Christian Technology) tie me in to a contract?

So Internet (Christian Technology) Broadband packages have a minimum contract length of 12 months - which is less than may other ISP's. Christian Technology have also agreed to waive the set up charges for any Surefish customer joining their service.

I've never heard of So Internet (Christian Technology). Can I be sure they are reliable?

So Internet was created in 1997 in response to a demand in the Christian community for a company that could provide user-friendly internet services. For the past four years running, So Internet has been independently ranked amongst the top ten hosting companies in the UK.

How much does Christian Aid receive if I join So Internet?

Christian Aid will receive a percentage of every customer’s monthly payment. For example; 8Mb broadband £20.00 per month, £3 per month goes to Christian Aid. Pay monthly dialup £12.50 per month; £1.50 goes to Christian Aid.

Can I keep my current e-mail address if I move to So Internet?

I am afraid it will not be possible for you to keep your current e-mail address - whichever supplier you use as your ISP.

Will I be without an internet service for a while when I move to a new supplier?

If you use dial-up, then all you have to do is change the telephone number on your internet settings, save them and you will then connect to the internet using the new number.

If you are a broadband customer, then there will be a gap of a few days when the service is transferred.

Are there any other charity schemes like Surefish?

We are not aware of any other charities running schemes similar to Surefish. The new affinity scheme with So Internet will continue to raise funds to support Christian Aid.

How much will it cost for me to join So Internet?

So Internet has agreed to offer Surefish broadband customers free migration and one month’s free service. The average set up fee for CT broadband is £20 and includes a free router. For details of other services, please click here

What is the new dial-up number for internet access?

0845 487 7954 - you can find a guide to changing your computer's settings by clicking here

How do I contact So Internet (Christian Technology)?