Forum Discussion
not given access to a service
I keep getting a "sorry, you're not given access to this service" msg when I try and call some numbers. Yesterday I wanted to call my District Council to report a problem in the park but couldn't because I didn't have access to the service. I had to ask someone else to do it for me. This issue has been happening quite a lot.
Moreover, I cannot call, text or Whatsapp when I'm abroad (in Europe) although I have enough credit and have set up my phone to be used abroad.
I can't see the point of having a phone if I can't place calls.
Is there someone who can help as this is extremely frustrating. Thanks !
12 Replies
I am experiencing the same issue, I've been trying to reach out to my council's noise complaint phone number, starting with 02, with no success.
I contacted SMARTY Customer Service and they explained that now ALL service phone numbers require purchasing an out-of-plan add on. I asked where I could find this information in written form but they said that they were yet to update the website.
So that's what I did, I purchased the add on and guess what? I still get the same "you've not been given access to this service" message. Ridiculous.
karate9932 I do not think that you were advised correctly and that is very unfortunate and may be worth you mentioning by way of a com;aint. All standard 01, 02 and 03 numbers are included in the monthly Smarty plan.
There is sometimes a problem connecting as I explained in a reply on this thread. If you have purchased an unnecessary add on, it can be used towards your next plan so all is not lost.
I submitted a complaint and got the following answer:
"I would like to apologise for the conflicting messaging you received from the customer care team. 020 numbers are included in the base plan price—this has not changed so there are no pending updates for the website regarding this. I will be sure to flag the chat you had to ensure that the agent in question is made aware of the incorrect information that was given"
So I was indeed given incorrect information when I contacted chat support. They issued a refund for the out-of-plan add on.
On another note, I understood why I could not get through to that phone number - I had been missing ONE single digit every time I called them for weeks straight. Moral of the story: triple check what you type...
I too am having this issue today, trying to call back to a companies number.
Bradley_1014838 From personal experience, there is sometimes a problem when calling certain numbers that run via the internet. I somehow think that the link from mobile phone signal to internet phone number will not connect properly. I have found that leaving it a while and trying again seems to work.
Hi,
Exactly the same problem here as well,
neither my phone or my wifes, both with Smarty can dial 07596 numbers, we get a pre recorded message indicating "we have not been given access to this service"
anybody got any ideas ?
TrevTyl_1340422 Do you know who the number belongs to?
veroniq_1810155 Firstly, does your account dashboard show your activated sim and a current Smarty plan?
The numbers you are calling - are they standard 01, 02, or 03 landline or else standard 07 UK mobile?
When in Europe (EU countries) why do you need credit? You should be able to roam as if in the UK for calls and texts and up to 12Gb data for up to 60 days.
veroniq_1810155 If you have checked my points, then have a web chat with Smarty Support so that they can check your account.
Thanks for responding.
Yes, my SIM card is activated. I've had that account for almost two years with the same SIM card. The numbers I called were standard nrs, as in not chargeable.
I contacted Smarty's costumers' service but they couldn't help at all. They don't seem to know where the problem comes from. They even added some add-on credit to see if that was the reason but it wasn't.
I'm able to call my District Council but not the one from a different county (and I do mean County, not country). This doesn't make any sense especially since these are the numbers they give to the public to call to report any issues.
very strange.
