4gVolte problems

[vicmoo]

Apologies if this is a repetition.

Please could someone help with a definitive answer to the 4g call debacle. Would like to know, if I contact a real person at Smarty will they turn on Volte calling for a samsung phone, or is it a lost cause and I go elsewhere or change handset?

No one will say yay or nay. Been going round and round. God I hate cyclical conversations.

Every time I ask I get a copy/paste of 'is your phone compatible?' Yes it it. Then ' just turn on 4g VolTe calling in settings.. ' I say I've done all that, then ' the government asked us to turn off 3g to make it better...etc'

Three says its compatible, smarty says its compatible. 

I then get ' if your phone is incompatible you will have to change phone'

But it's not.

And then silence, no response, nada. I ask if this will change...we go back the beginning.

Any one  with actual knowledge could you say please

Apologies for looong rant. Taken up bout 26 hours so far researching and trying to fix.

[SmartyTrousers]

There is nothing for Smarty support to enable at their end for VoLTE to work. Which Samsung is it?

[vicmoo]

Samsung a6. 

Other companies have done this so I know it's possible.

My phone is three compatible, it is smarty compatible so it is a choice for profit not a technical issue as they say.

Thank you for responding.

Will be moving phone company not buying a phone.

[SmartyTrousers]

When I say there's nothing for Smarty to do to enable VoLTE, what I mean is that, unlike with some other networks, VoLTE is already enabled on all Smarty accounts. So if VoLTE isn't working on your device, it's not because it's not enabled on your Smarty account - it will most likely be that your device isn't compatible with Smarty's VoLTE, regardless of how confident you are that it is (by the way, most of the devices which are incompatible with Smarty are compatible with Three).

While the A6 isn't on Smarty's list of incompatible devices, the proof is in the pudding - if it's not working for VoLTE calls, the chances are it's not compatible. 

Here's a response I made to another post about the complexities of networks getting VoLTE working for different devices. 

I do agree with you though that ultimately, you will need to move to another network which your device is compatible with. 

[Fred_Flintstone]

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@SmartyTrousers wrote:

When I say there's nothing for Smarty to do to enable VoLTE, what I mean is that, unlike with some other networks, VoLTE is already enabled on all Smarty accounts. So if VoLTE isn't working on your device, it's not because it's not enabled on your Smarty account - it will most likely be that your device isn't compatible with Smarty's VoLTE, regardless of how confident you are that it is (by the way, most of the devices which are incompatible with Smarty are compatible with Three).

While the A6 isn't on Smarty's list of incompatible devices, the proof is in the pudding - if it's not working for VoLTE calls, the chances are it's not compatible. 

Here's a response I made to another post about the complexities of networks getting VoLTE working for different devices. 

I do agree with you though that ultimately, you will need to move to another network which your device is compatible with. 

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Can you please ask management to implement a caution about this to people purchasing from Smarty so they wont waste their time? If I had known this I wouldn't have purchased a sim from Smarty and wasted a good few hours just to find this out now. I only purchased a deal from Smarty because my sister's phone sim on Three worked in mine with better signal than from EE. Now I have to prat about cancelling from Smarty and going to Three directly. If you are using their network why on earth do you have this problem in the first place?

[SmartyTrousers]

I don't work for Smarty, I'm just a customer like you.

[Fred_Flintstone]

Any mods on here then? I put it down in the recent review request. Absolutely ludicrous, I've never come across a phone company that just decides not to use certain phones before and I used to work for TCW.

[Nathan]

Hello Fred,

We are able to check if the device is compatible using the IMEI number. If you contact a member of the team via webchat they can check this for you.

https://smarty.co.uk/contact

-Nathan

[SmartyTrousers]

@Nathan To be fair, @Fred_Flintstone raises a good point. Lots of Smarty users seem to be having problems with VoLTE, and they shouldn't have to find out calls are not going to work for them after they've gone to the effort of joining and porting their number in.

Saying that they can check if their device is compatible by sending their IMEI to the support team isn't going to help because 99% of users are not going to have a clue that there is any need to check anything - they are just going to join and expect it to work, which is not an unreasonable expectation.

What could actually help avoid wasting people's time and money is to prompt the user to check their device compatibility using their IMEI number at the point they are ordering their SIM.