Forum Discussion

GeorgeP_3105809's avatar
GeorgeP_3105809
SMARTY Pioneer
10-03-2025

Help Please in making calls and sending texts.

Hi, I cannot make make calls or messages. I can receive them?!

I tried my phone settings but think this could be SMARTY related. 

6 Replies

    • MSF's avatar
      MSF
      SMARTY Guru
      11-03-2025

      GeorgeP_3105809  This is not a private space and so please protect yourself by never posting personal information.

      You can order a replacement sim via your account dashboard and it will be sent to the address on the account details.

  • Linsey's avatar
    Linsey
    SMARTY Moderator
    10-03-2025

    Hey GeorgeP_3105809 

    We are sorry to hear this. Please can you confirm the following:

    • What happens when you make an outbound call/SMS?
    • Do you have issues with ALL numbers, or just a specific one?
    • When did the issue start?
    • Did you port a number to SMARTY?

    Thanks!

    • GeorgeP_3105809's avatar
      GeorgeP_3105809
      SMARTY Pioneer
      10-03-2025
      • When I try and make it says you call cannot be connected.
      • All calls are affected, yet I can use WhatsApp calling without a problem.
      • The issue started about a week ago.
      • Not sure what you mean by 'did you port a number to Smarty' ?. If you mean did I transfer another UK number, the answer is no, you provide this and its been OK for a few months up until last week.
      • Linsey's avatar
        Linsey
        SMARTY Moderator
        10-03-2025

        Hey, GeorgeP_3105809 

        Can you try the following troubleshooting steps, and report back on the results:

        1) Restarting your device and/or resetting your Network Settings (this does not affect your device storage, apps, pictures, etc.). This will refresh your connection to the serving site, prompting a stronger signal.

        2) Toggling Airplane Mode/Mobile Data off and on. This essentially resets the IP connection, establishing a fresh new connection once linked to the network – this will prompt your device and SIM to connect to a stronger signal.

        3) You can remove any saved APN credentials, restart your handset and then re-add the required APN if your device doesn’t seem to automatically connect to a strong network signal – please find guidance on the correct APN set-up via the following link: https://help.smarty.co.uk/en/articles/1155220-using-the-internet-after-you-ve-joined-smarty.

        4) Please test your SIM card in a different device to determine if the issue continues.

        Thank you.