Forum Discussion

TinaHer_3169994's avatar
TinaHer_3169994
SMARTY Rookie
11-09-2026

Help please

Please can someone help me. I bought a £5 add on on Tuesday 8 September to last me until my new data started today. The payment was taken from my account but I was unable to use that data, I was only able to call etc when connected to WIFI. I have been emailing your customer service support and yesterday they told me to take SIM out and turn of phone and turn back on to see if it worked. My SIM card is not recognised now and my phone for some reason had revered back to old Tesco provider. This is all very frustrating as I’m unable to use the phone and my new data had stated today! Please can you look into this as a matter of urgency. thank you 

Customer Support

2 Replies

  • MSF's avatar
    MSF
    SMARTY Guru
    11-09-2026

    TinaHer_3169994​ Unfortunately, we cannot look into the problem for you because we are customers like you and not Smarty Staff.

    After following advice from ZenovA​ , if all else fails, you will need to contact Smarty support again for a web chat about the issue: http://www.smarty.co.uk/contact

  • ZenovA's avatar
    ZenovA
    SMARTY Teamster
    11-09-2026

    TinaHer_3169994​ When you restarted your phone after taking out the SMARTY SIM, I'm assuming the phone set the default SIM for calls, texts and data to the Tesco Mobile SIM, and stayed like that when you reinserted your SMARTY SIM. The SIM may also be turned off and you might need to turn it on in the SIM Manager.

    It's also worth resetting your Mobile Network Settings. You will find this in your phone's reset menu.