2 hour call limit

[Tyrone]

The call cuts after 2 hours with everyone only on normal call. Any solutions?

[MSF]

@Tyrone Hang up and redial?

I can't see anything about maximum call duration, but why not web chat the Support Team if it is an inconvenience.

Personally, I don't know anyone I would want to talk to for that long (or who would talk to me) - any my hand would go numb holding the phone anyway!

[JJP2]

I would agree @MSF 

Playing devil’s advocate, I wonder if @Tyrone is using his Smarty service for business purposes, which would of course contravene Smarty’s T&C’s, as it a service for personal use only.

[Tyrone]

Unless you thinking speaking to my girlfriend is business? Cause she is the only person I call on a daily basis.

[MSF]

@Tyrone  As you will see further down in this thread, it appears to be a limit imposed by the parent company.

There's nothing to stop you ending the call and then dialling again - hopefully only a minor inconvenience.

[WelshPaul]

I can confirm that SMARTY does indeed have a maximum two-hour call limit at which point the call is dropped @Tyrone 

[MSF]

@WelshPaul  I couldn't find a reference to that when I looked - can you signpost us please?

[jassingh]

@MSF It seems it is standard practice at most networks including at Three. 

This forum has a reply from someone at Three confirming the call duration to be 2hrs max and standard across all accounts: 
https://community.three.co.uk/t5/Network/calls-ending-at-two-hours-time-limit/td-p/9826 

Probs just the ways networks choose to monitor network usage like some have silent call detection etc

[WelshPaul]

I know this because I have had several calls terminated exactly at the 2 hour mark over the 18 months or so I have been with SMARTY (while talking to my sister). It's no big deal, I simply redial and I'm good. Before you ask, NO! I am not using my SIM for business use. Just because it's unusual for @JJP2 or yourself to talk on the phone doesn't make doing so "business use" for everyone else who does. Only the other day I was waiting over an hour in a queue to speak to HMRC. 😭

FYI - Three, O2 and EE have a two hour call limit too. Vodafone used to have a three hour call limit.

[JJP2]

Fair point, and in fairness to @MSF it was me who mentioned business use, not him. Any brickbats should come my way, not his. Yes, to be honest, a 2 hour call did make me think it was for business use, but again, it was only me that mentioned that, not @MSF 

[MSF]

@WelshPaul Only joking, honestly!! Occasionally manage up to an hour with family members we don't see very often due to distance, but that is about as long as I can take without lying down in a darkened room for a while.

Seriously no offence intended.

[WelshPaul]

LOL, my sister can talk! It's rare we speak though. Maybe twice a year and that's probably why we both go on and on for a couple of hours. Anyway, I wasn't trying to be argumentative with you or @JJP2. I was just pointing out that some people do make long calls occasionally and that doing so, doesn't make it "business use".

I apologise for any offence caused. 😊

[Matthew_nerd]

This has just bitten me after 2 hours sitting on hold to Ikea - thank you lovely forum people for documenting this. "Being stuck on hold" is not compatible with "call them back" because that would lose my place in the queue!

I do note that the regular help pages do not seem to make any mention of this (nothing relevant found for "2 hours" or "two hours" or "call limit") and that seems like an oversight.

Now I know that the call length is capped on Smarty (and it's not Ikea's phone system hanging up on me), I will try again tomorrow on a different phone.