Can’t dial some numbers

[Cracked_Actor]

I have just switched to Smarty and now I can no longer call my landline. Yesterday on my old sim it was fine but not today, everyone else in my household can call the landline but on smarty it does not let me. I can call other landline numbers. Does anyone else have this issue or a solution?

[Chalkychap]

You should probably contact the support team via online web chat, so someone can take a look at your SMARTY account @Cracked_Actor.

The online SMARTY web chat is open 8am - 8pm daily.
Sign-in to your online dashboard, and look for the web chat icon in the bottom right of your screen.
🍀

[Cracked_Actor]

Thanks I tried this but the solutions they offered were poor, I’ll give webchat another try tomorrow.

[Chalkychap]

You could ask to speak to the team supervisor, if the web chat agent is just repeating the same solutions.

The agents often seem to be reading from a script, which may or may not be relevant to the issue you're trying to solve. 

Have they suggested a Network Reset?
🍀

[Cracked_Actor]

Thanks, they suggested a network reset but that didn’t work. They are now looking into this but I suspect they will tell me it’s an issue with my phone which it isn’t. I can call this number on my phone using an EE sim. So the problem must be with the Smarty Sim.

[Chalkychap]

If it's just one number - your home landline - not working, I suppose the things going wrong could be:

• Your SMARTY account
• Your SMARTY SIM card
• A mobile to landline network routing issue

Did you transfer your number to SMARTY? 
Have you deleted the contact information on your phone for your home landline?

I had a similar issue with a single landline with another service provider. Ironically, when I switched to SMARTY my problem was solved.

[Cracked_Actor]

Thanks for this. I did transfer my number so I imagine it is a problem with the account or the SIM card. I have tried the SMARTY SIM in a couple of other phones and the same thing happens - so there is no issue with my phone, waiting to hear back from SMARTY.

[edgejedi88]

I have the same problem, 'couldn't connect' to a particular landline number. 

[MSF]

@Cracked_Actor  Really not sure if this will help, but here goes........Are you dealing the home number with +44 in front, or is it stored that way in contacts?

I realise that this is a bit 'left-field', but if it works.........

[Pol_3151644]

I have the same issue. Unusually, the first number I dialled with my new SMARTY Sim is the number I can’t call. I haven’t ported my old phone number yet, and I still have my old Three sim and number-which works fine. 

[MSF]

@Pol_3151644 There's not a lot of information there really. Have you re-tried that first number? Was your SIM card fully activated when you tried ? i.e. did it show on your account as activated with a current Smarty plan? The Three sim should be using the same available signal where you are, so hard to see what other difference there is. The only other thing that comes to mind - if you cannot make calls generally - is that your phone may not be compatible with Smarty protocol for VoLTE (different to Three protocol).

[Pol_3151644]

Hi, SMARTY sim is fully activated. I can use it to make other calls, use data and send messages. It’s just currently this one number that isn’t working. (Although I’ve only had the SIM activated for 24hrs, so haven’t tried many numbers) There is no dial tone and it doesn’t connect. 

I have a Three virtual sim in the same phone and that works fine. I’ve tried turning off the three sim, I’ve rest my phone, my network and still nothing. All settings match the Three sim perfectly, so no issue there. 

I’ve even travelled to a different area of the country and tried and still, the same issue. 

[MSF]

@Pol_3151644  Is the number from your Contacts? If so, I suggest deleting it and then dealing it directly (then re-store it in Contacts).

[Pol_3151644]

Not in contacts. Just a landline number for a business in Manchester,UK

[MSF]

@Pol_3151644  I have also experienced a problem occasionally when calling a business number.

My hunch is that this is due to your call moving from mobile to landline and then to an internet based service.

When I called the same number later in the day, the call was successful. Many business are using VoIP numbers now, so I wonder if this is the issue.