Forum Discussion

Decembersangel's avatar
Decembersangel
SMARTY Motivator
04-05-2024

SIM card status details..... what do they mean?

Hi all 👋
I, like many others, have been unable to make or receive calls since earler this week or possibly longer.
Looking in my phone I have found these details for the 'SIM card status' and I don't know what this suggests.
Mobile network state - Disconnected
IMS registration status - Not registered
Can anyone shed any light into what they mean and if there is anything I can do to rectify it as I'm sure this is why I am now unable to use my phone.
I have ordered a replacement SIM (as advised via web chat) but I don't want to end up in the same situation if this is something I need to sort out.
Ta kindly!

16 Replies

  • Decembersangel's avatar
    Decembersangel
    SMARTY Motivator
    07-05-2024

    Hi all,
    MSF MarkMars_274465 I found this info in Settings /About Phone / Status / SIM Card Status. I have a Samsung Galaxy J4+
    I have discovered that at least the Mobile Network State is down to me being a Numpty as it states 'Disconnected' because I had my mobile data turned off🙄🙃! DOH!! But still not sure why the IMS registration status is 'Not registered'.
    And yes, I'm still awaiting my new SIM but from what I can gather this will make no difference because I don't think my phone is VoLTE compatible (although some websites say it is 4G calling compatible) 😤😠, so I'm stuck with a phone I can't use and can't afford one that I can.

    • Chalkychap's avatar
      Chalkychap
      SMARTY Trendsetter
      07-05-2024

      Perhaps it's time to switch to an alternative service provider, Decembersangel?

      O2 or one of the MVNO companies that partner with O2 might be the best option, because O2 have a 2G network (unlike SMARTY), nor have they announced a schedule for their 3G network switch-off. 

      The UK mobile networks have agreed with the UK Government to turn-off 3G by 2033, although some are doing this sooner. 

      • Decembersangel's avatar
        Decembersangel
        SMARTY Motivator
        10-05-2024

        Yes, Chalkychap I am seriously looking to change provider and I'm sure many, many other customers will looking to do the same as well! the way SMARTY are handling this issue (VoLTE) as well as short codes and I can't see that it will be viable to run as a business too much longer.
        I have determined that my phone IS actually 4G calling/VoLTE enbaled as I checked the details on the websites SMARTY mentioned (Three's Device Support Tool, IMEI.info and GSM Arena) in their VoLTE post and I also checked on the ASDA Mobile website (that has a 'TAC' checker) and that also confirms that my mobile is enabled. 😤😠😠😠
        I have determined it's not that my phone doesn't support VoLTE as much as SMARTY doesn't support my phone make/model. IF they supported ALL 4G Calling capable phones then why is there a 'Compatible Phones' list they support???
        Less SMARTY, more MALARKY!


  • Decembersangel's avatar
    Decembersangel
    SMARTY Motivator
    24-05-2024

    Chalkychap I really don't understand how a company thinks they have good customer service if they use 'cheap' and 'un-trained advisers' who really have no clue what they are talking about!
    It seems that so many companies now use 'out-sourced' customer service advisers that don't know what they are talking about and just seem to read off 'cheat sheets'! 
    Thank 'God' for internet search engines to gve us the 'right' answers to problems! The answers may not be 'correct' but at least they are closer than trained 'advisers' and you will move in the correct direction to find an answer! 🙄

    • MSF's avatar
      MSF
      SMARTY Guru
      25-05-2024

      Decembersangel You are certainly correct in stating that so many companies use 'advisors' who do not have a clue about the product/service. They often work from scripts and that is why you often get an irrelevant response from them/

      The thing is that this is a cheap option for a company, particularly if the 'customer service' is based offshore where staffing costs are much lower. In many cases, it seems that the staff speak English, but do not fully understand the language as used by native English speakers.

  • MSF's avatar
    MSF
    SMARTY Guru
    05-05-2024

    Decembersangel Not sure where you are finding those details. I cannot see them on an iPhone.

  • MarkMars_274465's avatar
    MarkMars_274465
    SMARTY Pioneer
    06-05-2024

    Have the same problem did the new sim fix this.👍

    • MSF's avatar
      MSF
      SMARTY Guru
      06-05-2024

      MarkMars_274465  A replacement sim from Smarty would not have arrived yet, given that the post was put on late on Saturday evening and today is a Bank Holiday.

      • MarkMars_274465's avatar
        MarkMars_274465
        SMARTY Pioneer
        11-05-2024

        I got a new sim card unfortunetly it has not fixed the problem of not being able to send or receive calls.

        I think my phone maybe cannot connect with 4 G 

  • Decembersangel's avatar
    Decembersangel
    SMARTY Motivator
    17-05-2024

    Thanks JJP2RidesAgain  I'm afraid I kinda get a bit knotted in my thoughts, so much so that I end up sounding stoopid (not difficult! 😂). I knew that they aren't a subsiduary but I just couldn't think how to say it in the proper way 🙄. What I meant to say is that they use the 3 network.
    I know Chalkychap 😤. It's not so much as it doesn't work on the SMARTY network (OK it is 😁) but it's the fact that SMARTY will not be honest and admit 'I'm sorry but we don't support your device but we may do in the future, and as much as we'd hate for you to leave the best option for you would probably be to change to another provider that does.' The onus is placed on the customer to do all the work and STILL be confused when SMARTY has the answers! It's the dishonesty that gets me the most.
    Thanks MarkMars_274465 and it is and that is what is so upsetting.  

    • Chalkychap's avatar
      Chalkychap
      SMARTY Trendsetter
      21-05-2024

      I'm not sure SMARTY web chat advisers get a significant amount of training, Decembersangel.

      This probably means it's unlikely the advisers have SMARTY answers about IMS registration issues, nor unambiguous guidance on handset compatibility and support with VoLTE. 

      #LessSMARTY, #MoreMalarkey in this instance.