Forum Discussion

RolandK_3218197's avatar
RolandK_3218197
SMARTY Pioneer
25-03-2025

Worst Costormer services ever

This is the worst to none customer services support I have ever encountered, I have just spent almost 2 hours with the agent creating a piecemeal situation without resolving my issue of slow speed. Its my worse decision made to move to this network. Its claims to be 5G but from my experience that a fake claim as since joining the network I have never received any 5g network signals even though my other phone on 5G is always on 5G signal. I have raised a formal complaint and will keep posted on response

5G
Customer Support
Network

14 Replies

  • MSF's avatar
    MSF
    SMARTY Guru
    25-03-2025

    RolandK_3218197 But some of us do receive 5G signal in parts and at times.

    Don't think they ever guaranteed that you would get 5G.

    • RolandK_3218197's avatar
      RolandK_3218197
      SMARTY Pioneer
      25-03-2025

      I believe they do......their advert

      Superfast 5G at no extra cost

      All our SIMs are 5G Ready
      Stream, browse and play in super-speed
      Enjoy more reliability with less buffering
      • MSF's avatar
        MSF
        SMARTY Guru
        25-03-2025

        RolandK_3218197 I think it would be better to rely on the published T&C's, in particular Section 4.

        The advert implies that 5G can be4 used where it is available.

        We can look at other specifics:

        We’ve got you covered
        with 99% UK outdoor population coverage with our 4G network.
        and also, perhaps more importantly:

        Superfast 5G

        Stream, play and browse with more reliability and superfast 5G at no extra cost. Find out more

        5G subject to coverage, compatible device required.
         
        Are you suggesting that people with non-5G phones would still be able to get 5G because of the advert?
  • RolandK_3218197's avatar
    RolandK_3218197
    SMARTY Pioneer
    25-03-2025

    I believe the office of fair trading need to be contacted to have them remove that claim

     

    • RolandK_3218197's avatar
      RolandK_3218197
      SMARTY Pioneer
      28-03-2025

      In all fairness to Smarty Mobile when it comes to call and sms, its brilliant with absolutely no fault. I believe the problem if not with the network is the Customer services who believes its OK and NORMAL to take almost 2 hours serving one customer without resolving the problem. Though I have read mixed reviews I believe once the network issue is resolved they will make a brilliant service provider considering they are part of 3 and use 3 network which for everyone is our 2nd service provider and does provide 5G network on the same locations which Smarty DO NOT. To the owners of Smarty without prejudice sort out your customer services team. They do you no justice

      • MSF's avatar
        MSF
        SMARTY Guru
        28-03-2025

        RolandK_3218197 The question that will occupy the owners of Smarty rather more is: Does the network show a profit given the current level of investment ?

        If the answer is positive, then they will see no need to change the customer service model. Don't forget that the majority of customers probably very rarely need to contact them.

        the fact that you wait two hours doesn't necessarily mean that they re dealing with one customer. most of these online services deal with multiple customers via web chat - it's the same with many companies.

  • Bernade_2208625's avatar
    Bernade_2208625
    SMARTY Maverick
    02-04-2025

    I was over 6 hours yesterday and the buffering meant they disconnected me after a minute. I had to start from scratch although it said conversation is available for 72 hours. It’s madness 

    • MSF's avatar
      MSF
      SMARTY Guru
      02-04-2025

      Bernade_2208625  Did you do a Network Status check as suggested in the other thread where you posted?