Forum Discussion
Ongoing Network Issues in SE13/SE4 — Can We Get a Real Update?
We’ve been using a SMARTY unlimited data SIM in a Nokia Fastmile 5G router since summer 2024. It replaced our Virgin wired broadband, and for most of that time the 5G service has been excellent — fast, stable, and easily good enough for streaming and work.
However, since the start of 2026 things have changed noticeably. Streaming is no longer consistently smooth, and work-related connections sometimes struggle. The SMARTY Network Checker has been showing the same message since January:
“We’re working on improving the network in this area at the moment. We’re sorry for any disruption this may cause. We’ll add any further updates here.”
Four months later, that message hasn’t changed, and neither has the performance.
Signal readings we’re seeing now.
I’ve been monitoring the router’s signal strength and quality (I only started doing this once problems began, so I can’t compare to the “good” period). Typical values now look like this:
5G: around –85 dB with SNR ~15 dB (acceptable)
LTE fallback: around –95 dB with SNR ~6 dB (borderline/poor)
Today’s readings were worse:
5G: –102 dB, SNR 8 dB , LTE: –95 dB, SNR 3 dB
Both of these are poor enough to explain the drop in quality.
The issue
The “we’re working on it” message was fine for a short-term disruption, but after four months it’s reasonable to expect more clarity. If this is planned work, capacity upgrades, mast issues, or anything else, we’d really appreciate a proper update.
What we need to know
What exactly is being worked on in this area?
Is there an estimated completion date?
Is this a temporary degradation or a longer-term capacity issue?
We’ve been very happy with SMARTY overall, but at this point we need a clearer understanding of when the service will return to the level it had throughout 2024–2025.
@AndrewA_2816950 Unfortunately, you won't get authoritative answers to those questions here because we are not Smarty employees - we are customers like you.
Perhaps it is a long term capacity issue as more people look for reasonably priced networks. Smarty do make it clear that a data sim should not be considered as a replacement for broadband because they cannot guarantee the speed.
4 Replies
Thanks for your responses - I'll try to take it up with Smarty directly to see if I can get some answers.
I guess that's fair comment. But, it also isn't easy to get an answer from them directly - though I'll try again. Regarding their "service level" promise - it wasn't pointed out to me when acquiring the Nokia Bin router that Smarty did not "guarantee" a level of service when the signal is used as ones main broadband connection. I suppose that's regrettably normal for companies to give you one impression in the marketing but another in the small print. That said, as I pointed out in my post for the best part of 18 months we have been very happy with the connection. Then, they decided to improve it. Since then we've had that vague message, which as I say was acceptable for a short period of reduced service, but, getting on for 5 months now I think we are entitled to more specific information.
Today's scores: Two speed tests, lat 19-21ms, down 186-300 mbps, up 12-8 mbps - over wi-fi not too bad, my wired connections are typically almost twice as fast. Signal 5g -94 dBm SNR 8-10db, LTE -93dBm SNR 4-6db. The network status checker still has the same message though. Is this an interlude of good service (despite the low signal strength figures, the speed is acceptable) or is this what we can expect from now on? Will it get much better when they have finished whatever it is they are doing? I'd like to know.AndrewA_2816950 I must start this by confessing that I am no expert!
However, my broadband is a 150Mb line down at best with about 29Mb up and that costs more than an unlimited sim plan which you say is currently giving at least 186 down. I do appreciate that your problem is with the consistency of the service though.
I don't know how you will extract an exact answer from the company. Do they even know for sure since they rely on Three network?
As I mentioned, it's a reasonably priced offering that suits many of us quite well and that may mean a compromise for people who need speed and consistency.
@AndrewA_2816950 Unfortunately, you won't get authoritative answers to those questions here because we are not Smarty employees - we are customers like you.
Perhaps it is a long term capacity issue as more people look for reasonably priced networks. Smarty do make it clear that a data sim should not be considered as a replacement for broadband because they cannot guarantee the speed.
