Forum Discussion
Help - my Smarty SIM has stopped working after porting my phone number
I had an existing Smarty account just for my daughter's phone.
I've ported my phone from EE to Smarty today.
I've noticed that my 'old' EE number has replaced my daughter's number and my daughter's phone has stopped working.
What can I do, to get my daughter's phone back working?
TIA
16 Replies
Hey fatboyslimfast
I'm sorry to hear about your recent experience with SMARTY.
It seems you are part of a group plan and when you have ported the number, it has gone to the group account. Please do not worry as we can do a number recover for you. Please reach out to our webchat team and we can look into this.
I cannot guarantee the number recovery as I do not have all the details of the issue but if you explain this clearly to the advisor on webchat, we may be able to save your number.
Please use this link -
I've been ignored all day by the Web Chat advisor. What can I do?
fatboyslimfast As a last ditch stand, if you hear nothing fairly soon you can follow this link:https://smarty.co.uk/complaints
It's a pity that nobody has followed up as they said they would. We do seem to unfortunately see quite a number of issues where web chat doesn't work as it should.
I can say from experience that it used to work very well. Replies were very quick and the small problems were quickly resolved........before it was outsourced?
Hi Jodie,
I've contacted Abrar via the web chat yesterday, who requested a number recovery.
Today, I've ask for an update, but so far, got no reply.
fatboyslimfast If you simply ported in your old number to the account (and therefore to the only sim), then you have inactivated the number that was on that sim and it is lost.
Did you not start afresh when you came to Smarty? The correct procedure is in the help article?:https://help.smarty.co.uk/en/collections/607870-getting-started-with-smarty
Unfortunately, I fear that you may not be abler to do much to retrieve the number, but you could try a web chat with Support Team - but don't hold your breath!
Thanks MSF, yeah my SIM has become inactive and my daughter's phone's SIM now has my ported number assigned to it.
I'm using the web chat and they've put in a request to recover the old assigned number.
So I'm waiting to see if that is possible, if it is, then they may be able to assign it to a new account and then I can create a group for both numbers.fatboyslimfast Thanks for letting us know.
At least all may not be lost.
I do hope it works out for you.
On the plus side, at least your number is actually on an active sim....set this against the wrath of your offspring at having her mobile comms. forcibly removed 😳
