The call cuts after 2 hours with everyone only on normal call. Any solutions?

Fair point, and in fairness to MSF it was me who mentioned business use, not him. Any brickbats should come my way, not his. Yes, to be honest, a 2 hour call did make me think it was for business use, but again, it was only me that mentioned that, not MSF

I can confirm that SMARTY does indeed have a maximum two-hour call limit at which point the call is dropped Tyrone

MSF It seems it is standard practice at most networks including at Three. This forum has a reply from someone at Three confirming the call duration to be 2hrs max and standard across all accounts: https://community.three.co.uk/t5/Network/calls-ending-at-two-hours-time-limit/td-p/9826 Probs just the ways networks choose to monitor network usage like some have silent call detection etc

Tyrone Hang up and redial?I can't see anything about maximum call duration, but why not web chat the Support Team if it is an inconvenience.Personally, I don't know anyone I would want to talk to for that long (or who would talk to me) - any my hand would go numb holding the phone anyway!

I know this because I have had several calls terminated exactly at the 2 hour mark over the 18 months or so I have been with SMARTY (while talking to my sister). It's no big deal, I simply redial and I'm good. Before you ask, NO! I am not using my SIM for business use. Just because it's unusual for JJP2 or yourself to talk on the phone doesn't make doing so "business use" for everyone else who does. Only the other day I was waiting over an hour in a queue to speak to HMRC. 😭FYI - Three, O2 and EE have a two hour call limit too. Vodafone used to have a three hour call limit.

2 hour call limit | SMARTY Community

12 Replies

Matthew_nerd
SMARTY Maverick
23-10-2024
This has just bitten me after 2 hours sitting on hold to Ikea - thank you lovely forum people for documenting this. "Being stuck on hold" is not compatible with "call them back" because that would lose my place in the queue!
I do note that the regular help pages do not seem to make any mention of this (nothing relevant found for "2 hours" or "two hours" or "call limit") and that seems like an oversight.
Now I know that the call length is capped on Smarty (and it's not Ikea's phone system hanging up on me), I will try again tomorrow on a different phone.
WelshPaul
SMARTY Centurion
05-09-2023
I can confirm that SMARTY does indeed have a maximum two-hour call limit at which point the call is dropped Tyrone
- MSF
  SMARTY Guru
  05-09-2023
  WelshPaul I couldn't find a reference to that when I looked - can you signpost us please?
  - WelshPaul
    SMARTY Centurion
    05-09-2023
    I know this because I have had several calls terminated exactly at the 2 hour mark over the 18 months or so I have been with SMARTY (while talking to my sister). It's no big deal, I simply redial and I'm good. Before you ask, NO! I am not using my SIM for business use. Just because it's unusual for JJP2 or yourself to talk on the phone doesn't make doing so "business use" for everyone else who does. Only the other day I was waiting over an hour in a queue to speak to HMRC. 😭
    FYI - Three, O2 and EE have a two hour call limit too. Vodafone used to have a three hour call limit.
MSF
SMARTY Guru
05-09-2023
Tyrone Hang up and redial?
I can't see anything about maximum call duration, but why not web chat the Support Team if it is an inconvenience.
Personally, I don't know anyone I would want to talk to for that long (or who would talk to me) - any my hand would go numb holding the phone anyway!
- JJP2
  SMARTY Pro-coach
  05-09-2023
  I would agree MSF
  Playing devil’s advocate, I wonder if Tyrone is using his Smarty service for business purposes, which would of course contravene Smarty’s T&C’s, as it a service for personal use only.
  - Tyrone
    SMARTY Pioneer
    05-09-2023
    Unless you thinking speaking to my girlfriend is business? Cause she is the only person I call on a daily basis.

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2 hour call limit

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