Forum Discussion
suddenly my phone no. has disappeard
Can anyone help? I've been a customer for nearly years, automatically paying monthly, with the same phone number. Suddenly smarty doesn't recognise the number. I've asked for and received a replacemend SIM, in case it was that. I put the new one in and saw "emergency calls only". I've tried the SIM in an old phone (that does still work) and got the same problem. Is this because smarty has been brought up to Vodaphone? How can I get the number working again?
Hello MichaelM_163088,
If you received a replacement SIM, the team may need to complete a manual switch of the ICCID number on the SIM (starting with 8944). Please chat with the support agents, who will look into this and see if this needs to be changed and whether it rectifies the unknown SIM error: https://smarty.co.uk/contact.
Michael
6 Replies
Thanks to both. I've had a long webchat with the support agents but without success. I'm going to do a phone backup then run a "network reset setting" (not sure what this means, but I think it means scrubbing down the settings in the phone). I will check with them tomorrow to be sure the team has switched to the new SIM.
Thanks again - if any other thoughts come to mind, do let me know
MichaelM_163088 Have you checked your Account Dashboard to see if it has your number and an active Smarty plan?
Next, how about a Network Startus check to see if there is a local mast issue?
Hi MSF thanks for responding - Yes, I've checked the Dashboard and it's got my phone number showing, and I've got 21MB left, enough for 1.5 day's use befor the next renewal which is tomorrow.
I've just run the Network Status checker, as you suggested. Got this: "We're working on the network in this area at the moment. We're sorry for any disruption this may be causing.We hope to be finished working on these improvements as soon as possible. We'll add any further updates here."
OK, bad news, but will that really cause my phone lose my phone number in the SIM manager - it says Unknown number" on the SIM manager?
Hello MichaelM_163088,
If you received a replacement SIM, the team may need to complete a manual switch of the ICCID number on the SIM (starting with 8944). Please chat with the support agents, who will look into this and see if this needs to be changed and whether it rectifies the unknown SIM error: https://smarty.co.uk/contact.
Michael
