Forum Discussion
[Network Issue] Service Update - Resolved
[UPDATE]
Following an issue affecting voice calls yesterday, services have almost returned to normal overnight. We continue to monitor and review all services throughout today to ensure full stability.
We kindly ask that you only contact us if your issue is urgent, as our support team continue to handle a high volume of enquiries. Check our social channels for updates. We’re sorry for any inconvenience caused.
We are aware of an issue affecting a small percentage of voice services, are team are working hard to fix this as soon as possible. We are really sorry for any inconvenience caused.
Data services are unaffected, please bear with us.
320 Replies
ScottBu_3389101 EllieLa_1300648 allango_2880089 There is another thread on today's outage.
I can't make or receive calls this morning. Liverpool area
I have been unable to make calls today, just says "Calling..." no dialtone. iPhone 12 Pro. The Network Status Checker page gives the error "www.three.co.uk refused to connect."
I have been unable to make calls today, just says "Calling..." no dialtone. iPhone 12 Pro
Stopped working about three days ago. Not sure when 3G was switched off. Have checked phone this morning and managed to make a call but not receive one.
MartinW_2656496 You have got the phone set to 4G or 5G or Auto?
Currently set to auto
Is there still an issue? I've lost all voice services.
MartinW_2656496 The national issue on there whole Three network was resolved.
Have you checked Network Status in your area?
I have checked and no problems. Any suggestions why I’m having problems with calls. I’ve been through all the suggested fixes on the phone.
I cannot make or receive voice calls - is the issue still not resolved?
I'm experiencing this almost 2 weeks later - what's going on???
GemmaGr_1587895 Don't know. Have you tried a Network Status check for any local mast problems?
All was working fine before? - Not linked to 3G turn off and lack of compatibility with Smarty VoLTE protocol?
If nothing shows, you'll need a web chat with Smarty Support Team
Some fiddling has determind that when I have 5G Auto selected in 'Voice & Data' (in 'Mobile Data Options') that it won't make calls or receive them, changing to '5G On' or '4G' seems to work again. However I haven't changed the settings, it worked fine a few days ago and I fail to see why I can't leave the 5G Auto setting on, it makes no sense. I wasted SO much time on the Smarty Mobile chat feature only to be told that there team would look into it and would need 3-5 days to do this. I'm furious, they were quite happy to leave me unable to make or receive calls for the next few days. We don't have a landline - it doesn't make me feel safe at all. I'll be switching network provider I'm afraid. This whole 'ditch the customer service' approach needs to stop.
I received a voicemail notification.Not showing any missed calls on my phone and it Definately didn’t ring.It was an urgent call from school about an injury.Also just tried to make a call and got automated message saying I don’t have access to that service
Pauline_1130616 As customers like you, we cannot check your account or the system.
If you do not have a missed call showing, perhaps your phone was not in range of a signal and so the call went to voicemail. - something you cannot always avoid.
When calling some landline numbers, a number of us have had the same situation where we are told that we do not have access to that service. My experience is that this has happened when I call some numbers that are landlines, but operate via internet services (VoIP?). When I have called later, the call usually succeeds.
I've been unable to make or receive calls since the 24th Jan. It is now the 27th. I have 2 medical conditions and the fact that none of my medical professional can reach me is becoming increasingly worrying. When will this be resolved?
Luci_881273 We are forum members and not Smarty staff, so we cannot answer directly.
A resolution depends upon the exact nature of the problem; is this a local mast issue?Are you able to make or receive calls away from your home? does the Network Status checker give any useful info? Do you have broadband to make calls via wifi calling (if your phone supports that)?
