Forum Discussion
3G Switch off: forced upgrade to a 'new' device
Thanks so much for your comments, we haven't done this type of communication before as it's the first time something like a 3G switch-off has happened! So, we really appreciate your helpful and honest feedback.
We are sorry for any frustration caused. As we don't hold device data about our customers, we had to work with some circumstantial data about 3G usage which unfortunately isn't 100% accurate and as you recently upgraded, we contacted you regarding the most up-to-date data available to us. Due to the lack of device data, we informed customers that we believe are impacted and request they check if their device is compatible. To do this, we referred people to our sister brand, Three's device checker; thanks for pointing out that the tool wasn't completely up to date, it is something we have fed back to them.
We believe it's best to over-communicate to customers where the data suggests they could be impacted, than not communicate and leave somebody unexpectedly unconnected. As a result of your comments, we've looked into this and now include reference to other ways customers can check if their device is 4G VoLTE compatible if it doesn't show on the Three device tool.
Upon checking your device, we can confirm you are all set, your phone will work on the 4G VoLTE spectrum and you do not need to do anything further to stay connected. Our Community is a great place to hear consumer views and again, we thank you for your valued feedback.
I've had an email from SMARTY warning that my phone may be incompatible with SMARTY after the 3G switch-off. I've got a Motorola G7 Plus, it shows a recommended preferred network type 4G, and isn't on the list of devices known not to work (which does include Motorola G9 Plus, but not G7 Plus). Can you confirm that the Moto G7 Plus will continue work with my SMARTY SIM after 3G is switched off? Thanks.
Hey
Due to a technical issue relating to the timing SMARTY launched VoLTE, there is a cohort of select devices that won’t work on SMARTY and some other networks.
Some devices with VoLTE capability may not work with SMARTY due to the following:
- Your device was made before SMARTY was launched, so the required VoLTE settings weren’t included in its software
- Your device was released shortly after SMARTY launched but before VoLTE was enabled on our network
- Your device manufacturer hadn’t yet integrated SMARTY settings
- Many of these devices are no longer supported by their manufacturers, so they aren’t receiving new software updates
Michael_2742021 If the phone shows 4G connection and is working, doesn't that show that it will work with 4G?
Sadly not. I have a Moto G7 Plus and since 3G was switched off I can no longer make outgoing calls. There is no dialling tone, but the call seems to connect, but I don't hear the other end, and the call terminates.
