Forum Discussion
Chat operators do not have full access?
Recently had a problem with no 5G and very poor Signal, looking at router although full 4g and 5g available but showing connection to 4g+ . It looked like access to 5g had been switched off so decided to contact chat.
I was immediately told that 5g was not available at my location (even though I had used it for over a year) and there was no problem with the network. Gave up after a lot of backwards and forwards about an hours chat!
Used the Smarty app/ Web site to check showed availability of 5g and after check problems with local mast that was being worked on probably 5 minutes spent! Engineers have fixed problem now better than ever.
Why do the chat operators not have access to the information and basically just told me I was stupid and ignored everything I said.
Anyone have any ideas since the only way to access Smarty is through chat?
4 Replies
DavidDy_1109149 That certainly is very disappointing.
Lately, there have been a number of forum posts citing less than helpful chat operators.
When I first joined smarty some time ago, web chat worked really well and the staff always seemed able to sort problems very quickly.
I get the impression now that most of it has been outsourced overseas and I wonder if therein lies the answer to the problem.
Do you think it may be worth you writing a complaint ? If enough people do that, perhaps management will see that all is not well and take remedial action.
I would like to write a complaint but as it will probably be reviewed by a chat operator I think I would be wasting more of my time , having a little rant on here might be noticed?
I believe the complaints team are separate from the SMARTY web chat support team DavidDy_1109149.
The latter is based in India, and I think the former is UK based.
