Forum Discussion
Smarty Porting Problem - 13 days of Web Chat, 6 formal complaints, 0 fix.
Hi All,
I finally found a solution and all is now working perfectly 🤗
My solution was to get a PAC code from Smarty and port to a new provider which solved all the problems.
Thank you to everyone on this forum for your help and support, it was appreciated.
Regards
Chris
Sorry to hear about your switching trouble, ChrisGo_2486818.
The UK mobile number portability rules make the gaining service provider 100% responsible for getting the switch completed on-time and correctly. Unfortunately, the rules don't have any incentives or penalities for the losing service provider in the event of a number porting problem.
If you've logged a complaint, then probably best to use the complaints team to expedite a solution - although SMARTY Mobile have 8-weeks to resolve your complaint.
Hopefully your switching issues get fixed soon, ChrisGo_2486818.
Thanks for your reply. I have already checked and I have to wait 8 weeks before I can lodge a complaint against them with Ofcom. I do appreciate your time though to offer help.👍
I have tried to expedite a solution with 6 formal complaints so far and spengin every day on Web Chat.
I cannot even think to add up the number of hours spent trying to resolve this.
I really do think it's a good priced network and I've never had any historical issues with Three's coverage. But as to Smarty, based on my experience, I would suggest "Buyer Beware" as if you have a problem that needs more than a phone reset, cache clear etc, I wouldn't bet money on a quick (or if ever) fix.
Perhaps you've been unlucky on this occasion, ChrisGo_2486818.
I've switched to SMARTY a few times - luckily enough, without any mishaps.If your complaint is not resolved within 8-weeks, you can approach the Communications Ombudsman - not sure OFCOM would get involved.
🍀
Thanks for your reply,
Sorry, you are right the communication ombudsman. I did call them to hear about the 8 week wait.
I have no doubt, Smarty is good when things go smoothly. Unfortunately, things do go wrong sometimes (porting or otherwise).
My issue with Smarty is not that something has gone wrong, it's the total lack of ability to resolve it and the constant "groundhog day" scenario. One web chat operator admitted their only way to escalate a problem is to write details in the notes.
It seems the Web Chat operators have a horrendous job as they have obviously not been given enough training, a concise knowledgebase or the ability to escalate and are having to deal with frustrated customers who have problems.
Yeah, I've experienced this issue too, ChrisGo_2486818.
My solution was to keep asking for the supervisor, the line manager, the department manager, etcetera. Eventually you can end-up with a UK based advisor, which does seem to help getting meaningful support.
