Forum Discussion

JamesAn_2918308's avatar
JamesAn_2918308
SMARTY Pioneer
08-08-2025

Missing calls …

Missing all calls due to all calls going straight to voicemail. Spent hours with an understanding chat representative who had me reboot iPhone on/off; switch iPhone wifi off, reboot router (CommunityWiFi is no problem), repeat - while a friend with me makes multiple calls to my mumber, all very frustrating. Eventually, after much hassle seemed to work. However, next day, same problem. So, on a chance, switched ‘ WiFicalling’  button OFF. Contacted friend; over several days called me couple times a day; all calls come though, no missed calls. 
The culprit appears to be 3network ‘WiFicalling’. Contacting Smarty is much, much hassle - only way seems to be through CHAT and that in itself is hassle let alone the BOT thing. Never was like this when first with Smarty !
Conclusion: 3s WiFicalling doesn’t work, 3s voicemail is a joke and customers, who pay them so they can be paid, are not given the service they pay for. Looking at alternative providers. 

4 Replies

  • MSF's avatar
    MSF
    SMARTY Guru
    08-08-2025

    JamesAn_2918308 I use iPhone and have wifi calling on but have never had this issue.

    Have you made sure that your phone has the latest software update?

    When you were first with Smarty there's a good chance that there were far fewer customers and so queries probably got answered quicker. I guess that. In order to keep prices low in this cut-throat environment, something has to give and perhaps that means they don't take on too many extra customer service agents?

    • Christo_1359879's avatar
      Christo_1359879
      SMARTY Maverick
      30-08-2025

      You’ve completely missed the point. It’s nothing to with the lack of customer service agents. It’s the lack of service. Smarty just gaslights their customers as if it’s a problem with their phones or settings. In reality Smarty has an over subscribed service. They piggy back off the Three network. When it becomes congested, Smarty customers are dropped because they’re lower priority than Three customers. 

      Today I’ve missed calls texts and voicemails even though supposedly I had a good connection. I’m literally 400m from the nearest Three 5g cell tower.  I only found out about the missed calls when I toggled my airplane mode.  And then all the texts  and voicemails starting coming through. This is totally on Smarty not the end user. It doesn’t matter if you provide a cheap service when the most basic thing you supposed to be able to do on a phone is receive or make calls.  I’ve constantly missing SMS and calls from work or my GP or hospital appointments which I’ve made weeks in advance.  Smarty will not admit that the problem is theirs due to too many subscribers. I’ve lost my patience and am fed up at being gaslighted by Smarty support. I’ll take my custom elsewhere. 

      • MSF's avatar
        MSF
        SMARTY Guru
        30-08-2025

        Christo_1359879 It's not me who has missed the point. There are more customers = greater number of problems = need for more customer service agents.

        The accountants who run the show will be looking at the bottom line. A number of customers will inevitably find that they are not receiving the service they require (as you have explained) and so will leave. This will to an extent be counter-balanced by new customers who are fed up with similar problems on another network.

        The balance will be in keeping sufficient numbers of happy customer to turn a profit. Currently I believe that there are over a million Smarty customers now. When I take a look at other forums, I see very similar complaints about poor service.

        It may be that there are networks who provide a much better service in the view of some customers e.g. telephone customer service, higher speeds, higher roaming limits; usually this comes at a cost and so networks at the 'budget' end will manage with customers who are getting sufficient signal for their needs, do not need phone customer service etc.

        The 'saving grace' with Smarty is that people are not tied into a lengthy contract if they don't get what they need. 

  • ClazzyJ's avatar
    ClazzyJ
    SMARTY Enquirer
    08-08-2025

    I've got this issue and have tried what feels like everything and nothing is working. I've reset my phone settings, I've turned off Wi-Fi calling, I've gone into my voicemail settings when I've been able to connect (which is rare) and toggled the settings there on/off. 

    My mum is currently very unwell and I am getting texts saying I have voicemails but no sign of missed calls (no notifications, nothing in my phone app) and then 98% of the time I can't ring voicemail. 123 or the other numbers all attempt to ring for ages then eventually fail. It's really distressing me. 

    I've had numerous conversations with support and nothing is working and they don't seem to understand what's going on or why this is happening. I may have to change provider.