Forum Discussion

a18g55h79c1's avatar
a18g55h79c1
SMARTY Rookie
05-08-2025

Without internet for 3 days, now no signal

hello,

i am a smarty customer for two years and it was nice but i don't know what's next.

i don't have internet since 3-4 days so i've decided not to renew my plan for a while until it is fixed so i won't pay £17 for nothing, and i can use my other sim from other carrier in the meantime. my smarty plan expired yesterday as expected. today my sim is disconnected.

i have tried to chat with an agent but he said that there are no reported issues in my area - despite smarty website says there are works being done - but it's because my account is suspended as i did not renew my plan.

he is asking me to pay for a plan and then all services will be resumed.

i have a couple of questions:

- why did smarty suspended service without warning when they're supposed to allow me to "pause" my plan for 220 days? the operator was telling me that as a "good will gesture" they would by default allow me to receive calls for 15 days after failing to renew my plan but even that is not fulfilled as i've lost connection this morning. (also no mentioning of anything like that anywhere on smarty website. my understanding is that i've got 220 days without any consequence before they close my account and my phone number will be lost)

- will paying the minimum £6 get me back on the network - without internet probably - and give me back the opportunity to receive calls?

- how to properly report a service outage as the operator on the chat just keeps telling me that the internal system they use does not report any issues and the network status website stating otherwise is just "a glitch"

thank you for reading and appreciate any help i can get

1 Reply

  • MSF's avatar
    MSF
    SMARTY Guru
    05-08-2025

    a18g55h79c1  This does not sound correct. When your last plan expired, your account was not suspended as such.

    If the Network Status checker says that there are works in progress, then maybe that is the case.

    You are correct in saying that you can pause a plan; in that case, I think that you may still be able to receive calls and texts.

    If you did purchase the minimum plan, there would be no excuse for you not being able to make and receive calls & test nd use some data......unless the mast is non-functioning at present.

    In your position, I would raise a Complaint via the website. Don't forget that we are customers on this forum and not Smarty staff.