Forum Discussion
No signal - terrible experience
The past 3/4 months I’ve had the worst experience with Smarty, looking at posts from 2022 I can tell it’s an ongoing issue.
I no signal in or around my home in North London. I’m constantly turning my data on and off for two minutes of consistency. I contacted Smarty and they said it’s a mast issue with no timeframe on when it would improve. I think it’s totally unacceptable to pay for such an unreliable service. DAILY I HAVE NO STABLE DATA AT ALL whilst working from home. They offered me £4.60 compensation to my next bill but I’ve requested my PUK and I’m moving networks.
The customer service are like robots, I guess they have a script and are just doing a job but they can’t do anything.
I feel bad because I made my family move over when I first joined because I thought it was reliable and affordable but I’d rather pay more for another network with reliable service in my area. If they can’t promise stable network in an area LET THE CUSTOMER KNOW AT THE POINT OF PURCHASE. I feel cheated. DON’T WAIT AROUND FOR SMARTY TO IMPROVE. CHANGE NETWORKS IMMEDIATELY. Don’t be like me and waste £20 each month for a few hours of data a day when I’m out and about only to come home and have nothing.
3 Replies
I think its a broad issue across the SE England Christie. I'm like you, had enough and moving.
Christi_3335729 While I do understand that it is disappointnig not to be able to get a good signal, I'm not sure how Smarty would be able to tell any potential customer whether they will definitely get a good signal.
It may be that you are shielded by a building between your home and the mast but Smarty couldn't know that. It might be that you use your phone mainly away from home and again they couldn't know that.
The plus point is that, if you are affected by this problem, you are not trapped in a long contract and can get a better network for your area (assuming there is one) at any time and get a PAC code to port across. For some people in rural areas, they can never get a good network - I appreciate that you are not one of those.
The agents will work to a script and I'm not sure what other options they have really as the signal isn't directly from Smarty.
They have an ongoing issue in the my area with no timeframe for resolution, they have access to my postcode and this could be communicated to allow for a more informed decision. It comes down to what you think a company should provide vs how much a customer has to research to get some facts.
After much prompting the advisor gave me information on the last issue, initially I was being told engineers were working on an issue and it was implied to be fixed in a short period but eventually was told it could take months or longer. Just give the straight facts from the start. I am not blaming the agents, Smarty should create a more honest script so people can make better decisions.I have issues at home which I told them, most people spend a lot of time at home so that information would be helpful.
I don’t live in a rural area so I don’t have to use them as a yardstick for gratefulness.
Three does not prioritize Smarty but this isn’t something that is common knowledge- it wasn’t to me and to many people that I have seem comment online.
I will be leaving smarty. I understand the perspective you’re attempting to get across but it falls short for me. My post may be helpful for others who are considering sticking with smarty due to misinformation. If it’s never going to be good in a certain area then that should be clearer at point of sale.
