Calling all Unlimited Plan customers…

[NealP]

We’re keen to hear from you and how we can enhance your experience with SMARTY so we have a few questions for you. You don’t have to answer them all, you don’t have to write pages and pages (unless you want to), we just really want to know how you feel about your plan and how we can make the experience better. Please be honest, feel free to make suggestions, you won’t hurt our feelings (I can cry in private), and we might be able to do something about some of them. (No promises.)

• Why are you on an Unlimited plan? Do you stream a lot of TV? Do you send hi-res images and video around?
• Do you use it overseas? Do you feel 12GB suits that need? Do you use an EU data pass to unlock the rest of your data when in Europe?
• What can do to make things better (other than reducing the price; that’s obvious and we all love a bargain)? Longer data passes? Non-EU passes? Rewards on your anniversary? No idea is off the table. (Might not be achievable, but no harm in asking, eh?)

Of course, if everything is OK and you’re happy, post that too. Contentment is fine.

Thanks

[Ged_1388391]

Im on unlimited also and while living in the middle of nowhere I'm quite happy with the service. The best signal I can get is ~96dBm usually stays at 100dBm, but it's just enough to tether video streaming services at 720-1080p. Online gaming is not really possible due to unstable ping, but it is what it is. Just International calling rates to nearby EU I find a bit pricy. 19p/min when your parent network on pay&go asks only 3p/min is a bit strange. 

[Kikujiro]

I’m on the Unlimited plan mainly because I stream a fair bit of YouTube and high-quality music, and it's really handy for tethering when I’m travelling around the UK — saves me from patchy Wi-Fi.

Roaming is where it feels a bit tight though. The 12GB cap doesn’t stretch far at all, and I’ve actually looked at iD Mobile as an alternative because of that. Would be great to see a higher EU roaming allowance. Also, if roaming could be extended to places like Turkey, that would be a huge plus.

It’d also be super helpful to have WiFi Calling work while in Europe — sometimes mobile signal is patchy indoors, and that feature would be a lifesaver.

Would also love to see some kind of reward on birthdays — doesn’t have to be big. A cheap coffee and a bit of cake would be a nice touch!

And I know it’s been brought up before, but adding eSIM support would be great — hope that’s still on the radar.

[Ha05ger]

I have an unlimited plan as a connection via a backup router. My internet is not the most reliable being with a small independent fibre provider. There are 6 of us in the house and tethering off my phone just isn't great. I probably don't need unlimited but it's better to have more than less.bmy phone has always been unlimited which uses I'd but I hardly use data nowadays but I'd rather have it. My own improvement would be speeds especially where I am recently during the day I'm seeing 5ish Mbps so not usable for much during the day.  I haven't used overseas but did a few years back via three and that was fine but I think the data limit is poor. 

[NealP]

Thanks for the reply, @Ha05ger, that seems to be a common "concern", erring on the side of caution about the amount of data being used, so people do take an Unlimited plan "to be on the safe side", myself included.

[JimEGB]

I got a good unlimited deal a few months back (£15 for 15 months or so). Unfortunately it is often unusable, my network coverage is apparently (Excellent) in my area according to the site, however I am lucky to get 1-2mps and often it is under 1mps, and is pretty much unusable. According to the network status there are no issues. This has been the case since I got Smarty around 4 months (I think) ago. So in a nutshell, great deal...if it worked. If I look for masts using the OpenSignal app, there is a Three mast just two roads away (about 2 minutes walk) from where I am. I have tried a Lebara SIM just to see if there was a difference, or if it was my device, and received around 30-70mps, and the mast for Vodafone was further away.

I am not sure if there is anything Smarty can do about things like this, as it is presumably down to Three, but that has been my experience so far.

[NealP]

Thanks for the info, @JimEGB, and thanks understanding the extent of how much SMARTY can do. Let me pass that to info to people who are closer to the network than me. Not saying anything can be done but valuable feedback. If we're setting an expectation too high, perhaps we need to do something about it. Basically, network coverage checker might not be accurate enough, and that sets that expectation to a level, both on coverage and performance, which might not being achieved.

[JimEGB]

Thanks for the response. I think it might be to do with the amount of people using the local masts. I live in a heavily built up student area, which might mean mast congestion possibly. I have noticed the speeds are much better late at night, from around 0.30mps in the day, to 5-6mps or more after around 11pm, although this varies. Again, I realise there may not be much SMARTY can do about it, but giving the feedback in case it is useful 🙂 I should also say I am using 4G, my phone isn't 5G capable, so I can't comment on 5G speeds.

[TimBark_2277776]

I use a data only SIM for streaming WiFi to an Alexa device and TV in a camper van, via a 5G router. It works in UK but doesn't work in France... and 12GB would be too small a limit for the time periods involved

[NealP]

Thanks, @TimBark_2277776; valuable comments. The France thing is confusing; something we can look into. I assume you've set the device up for roaming? https://smarty.co.uk/roaming-setup

Completely understand the 12GB comment. One of the reasons we're asking these questions; what can we do to keep you happy. Thanks again.

[MSF]

@NealP  The reason for asking the questions is to truly keep all customers happy??? You may be opening a can of worms that you cannot close again.

The obvious answer will be 100% guaranteed super megabit speed internet, anywhere in the country, with included unlimited Roaming anywhere in the world and all for well under £20 per month. We all know that isn't possible though😔

[NealP]

Hey, I made no promises. 😁

You say obvious, but sometimes the obvious is ignore. Thanks for the reply, @MSF  (remember, I made no promises.)