Call Failed

[Oz90210]

I have NOT been able to receive or make calls !!! I Just get a silent hang while trying to make calls then an error message “” CALL FAILED “”… and I call myself and it goes straight to voicemail ( which I don’t have setup !!!) even when set to 4G / voLTE / 5G / WiFi Calling !!!! And over the past year I have had 30% of my year with NO INTERNET DATA CONNECTION…. Even after being forced by smarty’s staff to do the same steps over and over and over when CX tea refunded me one months bill and told me to leave if I’m NOT happy with smarty mobile !!! And confirmed that I followed all steps correctly ( eg: being forced to hourly reset my NETWORK SETTINGS ON MY iPhone 12 128GB !! Which doesn’t help including changing my APN settings over and over and over !!!!!! “” OOKLA “” speed test shows bearly enough speed to even move …. ( 4.00Mbps ) which is not even enough to open a simple webpage or refresh WhatsApp , Instagram or Facebook !!!! Emails randomly appear late etc !!! Going back to missing calls and unable to make calls which just started a month or two ago!!!!! CALLS ARE VITAL FOR ME DUE TO DOCTORS & HOSPITAL APPOINTMENTS AND CATCH UP’s WEEKLY!!! also I have a elderly mother who I need to connect to regularly due to health concerns and checking up on her for peace of mind !! I am beyond stressed and full of anxiety by SMARTY MOBILE who say it is “””NETWORK CONGESTION “” and apparently there is nothing that can be done !!!!! But…. THE ISSUE IS AT BOTH ADDRESSES NOT JUST ONE !!!!! So …. Clearly it is a completely error / fault … I use the postcode checker & network checker daily and it shows no issues whatsoever… but OOKLA SPEED TEST APP SHOWS EXTREMELY UNACCEPTABLE LOW SPEED JUST ABOUT PICKS UP SPEED ( 4.00Mbps ) just taken now … sometimes it’s even worse ( 1.00Mbps ) which will not even open anything data wise !!! ANYONE HAVE ANY IDEAS without leaving smarty since I am paying £12 unlimited everything ( maybe is it possible to move my telephone number to another frequency? Is that possible? ) 

[Rebekah_150 · Accepted solution]

SMARTY has a duty of care to make you aware of all of your options. If SMARTY is not the right network for you and you are not receiving the quality of service you are seeking then being with a different network provider may be the best option.  

Any direct response to your complaints will be handled by the complaints team.

[Rebekah_150]

I have commented on your previous post.

[Oz90210]

Rebekah I can’t see your reply 

[Oz90210]

Why has my problem got worse!! Now I can’t make or receive telephone calls !!!

I am missing doctors, hospital appointments and uber drivers driving off without me because they can’t get through to my number which goes straight to voicemail ( but don’t have one set up!!!!! Also I have seen I am NOT the only one with this issue !!!and please DO NOT tell me to leave SMARTY MOBILE if I am NOT happy !!!! The issue is at more then one address and my iPhone 12 128GB is 4G/voLTE/5G compatible too !!!!!!! OOKLA speed test shows just about moving and only voLTE !! 5G shows now and then but same issues as always!!!

maybe a new SIM card  … again?

I have over 5 different network towers around me within a 5 mile radius including 1 mile radius… your technical support team clearly have ZERO idea and refuse to help missing calls in and out , data issues , robotic sounds if I do get to make a call but get error message “””call failed “” please reply with a fix please 

[MSF]

@Oz90210 Apart from telling us what we shouldn’t write, did you actually try my suggestions? You certainly don’t make it clear whether you did.

If no suggestions work, then what else do you think the company can do? Send an engineer to you?

If for some reason it won’t work and is causing you so much grief, it is hard to see why you want to stay.

Most of us aren’t experiencing the same problems, so we cannot be of further direct help.

[MSF]

@Oz90210  I can see that you are frustrated.

Have you checked that your phone is compatible with the Smarty VoLTE protocol? It seems that quite a lot aren’t.

If the speed checker shows a poor result, there may not be a decent signal within your property. Does it ever improve when you travel away from home?

Is it possible to try a sim form a frien on another network in your phone, just to exclude phone issues?

If nothing else works, unfortunately you may be left with no choice other than to change network.

[Oz90210]

What’s the point of your passive aggressive gaslighting reply? 

keep your opinions to yourself !!

why do you feel the need to defend Smarty Mobile when they in private 100% agree with all my evidence and screenshots which is more then enough evidence sent … and communications ombudsman agree with me too .. my issue is EXTREMELY COMMON and at two different addresses so it’s NOT APN issues or “”congestion “” as they say ( I don’t have to leave smarty mobile as I am only paying £12 a month unlimited data , calls and SMS which all work intermittently ! 90% NOT WORKING ( I am missing extremely important calls and messages from my DOCTORS, HOSPITAL DOCTORS TOO for appointments and general health care also I daily need to call or receive emergency calls from my elderly mother!!! Unlimited Data everywhere else is around £35 which i can’t afford! 

any more hate… keep it to yourself… I am In contact with the executive team … which you are clearly far from allowed to bully and post rude remarks on my post !! Reply again and I will REPORT you ! 

[MSF]

@Oz90210  "Gaslighting", "any more hate", "keep your opinions to yourself" - yours are comments in response to other members who are here voluntarily to try to give assistance - as I did originally.

And exactly to whom will you REPORT me? The Ombudsman?

You have been both aggressive and rude to both @Rebekah_150 and to me.

People like you make people like me wonder why we even bother to try to help sometimes. Just occasionally people do write back and at least say a thank you for trying and so I guess that makes it worthwhile.

I will not bother attempting to help you further, nor will I lower myself to reply to any of your further posts.

[Oz90210]

Still NOT receiving or able to make calls !!

my uber driver drove off this evening I had to rebook a driver !!! Which made me late !! 

wifi calling shows too but no connection!!

Changing APN settings doesn’t work either!! 

resetting my iPhone 12 don’t help either!

wiping my sim don’t help!!

how is it possible for two different addresses are “”congested “” as  numerously replied to my emails and seen all my 100’ s of screenshot evidence which they THEN accepted what I was and still saying is true … I pay £12 unlimited everything Data / Calls / SMS…. On the “”Social Tariff “” which I am NOT getting !!!! If anything the issue has gotten worse !!!! 

[Rebekah_150 · Accepted solution]

Hi Oz90210,

If you have contacted the ombudsman and the complaints team they will address your issue directly. 

[Rebekah_150 · Accepted solution]

SMARTY has a duty of care to make you aware of all of your options. If SMARTY is not the right network for you and you are not receiving the quality of service you are seeking then being with a different network provider may be the best option.  

Any direct response to your complaints will be handled by the complaints team.