[Network Issue] Service Update

[YulianK]

[UPDATE]

Following an issue affecting voice calls yesterday, services have almost returned to normal overnight. We continue to monitor and review all services throughout today to ensure full stability.

We kindly ask that you only contact us if your issue is urgent, as our support team continue to handle a high volume of enquiries. Check our social channels for updates. We’re sorry for any inconvenience caused.

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We are aware of an issue affecting a small percentage of voice services, are team are working hard to fix this as soon as possible. We are really sorry for any inconvenience caused.

Data services are unaffected, please bear with us.

[Krishan_1907516]

It is down for me as well as I haven't been able to make any calls

[DennisA_1442782]

Suddenly I cannot ring anyone on my mobile with my ongoing £10 per month SIM only plan?  Cannot even ring my house landline but my wife, who is with EE can.  I suspect an outage from SMARTY.  Any advice please?

[GreatMarko]

See: https://community.smarty.co.uk/t5/chats-hacks/network-issue-service-update/td-p/42369

[DennisA_1442782]

Thanks for the info.

[MSF]

@DennisA_1442782 Three network is currently down.

[DennisA_1442782]

Thank you for the info.👍

[SeanOffShotGunz]

I have 4 phones with smarty in our family, 3 iPhone and 1 android. Non of us can make or receive  calls. This is in the worksop area near Sheffield. Is anyone else having problems?

[PeterMc_1747045]

Same in Derby....2 samsung phones here no calls

[ronfenn_1532670]

Voice calls incident @H3G must still be ongoing i assume

[PaulMar_2512579]

In Leamington Spa, same problem here. No out or incoming voice calls, can’t get to voicemail ☹️

[SaeedFar_308557]

Same in Sheffield...

[RobertC_2772602]

Cannot make or receive voice calls. Earlier in chat smarty said to me they where aware with an issue concerning voice calls being made & received. I can't get any confirmation with chat about this?

[LisaBar_2956424]

Noted this afternoon problem with calls, now i cant ring out (I care for my elderly father ,so this is worrying) and no one can ring in, when will this be sorted please

[Brooker88]

So I've noticed every now & then I can't receive calls, or make them. There is no dial tone & after a few mins it just cuts off.

I've tried pinpointing the issue & I'm left clueless.

The only solution to fix the issue is to restart my phone.

I've tried turning data on & off. 

Using the sim 2 tray.

Toggling mobile data on/off. 

Turning WiFi calling on/off.

Trying different apn, nothing works.

Mobile data always active.

Literally at a loss. 

This doesn't happen 

[Brooker88]

So I've figured something out.

If I ring a Vodafone number this occurs.

If I ring Giffgaff/O2 number this occurs.

If I ring my daughter's number first (Smarty) it rings, then after I hang up I can call Vodafone & Giffgaff numbers.

I can receive/send texts without issues.

I've also noticed when I'm on a phonecall with my partner or mother (Vodafone/O2) It will randomly hangup.

Haven't tested if this happens when I call a Smarty number

[MSF]

If restarting your phone seems to rectify the issue, this suggests it may be the phone. Have you tried the sim in another handset?

Have you also tried the same calls in a different location? Is it your local signal maybe? Does the handset always show a good number of bars for signal strength?

[Brooker88]

Good morning. I've tried the SIM in another phone & and SIM 2 slot.

In my home where calls are made the most I have full bar, 5G. 

Went on a little 1.2 mile walk & problem still persists 

[GaryHud_1363877]

Same problem here for 6months unthought it was my phone .

Have you found a solution yet.

[Chalkychap]

This type of issue could occur with a damaged or broken SIM card. 
Have you tried using a replacement SMARTY SIM card in your handset @GaryHud_1363877? 
You could try and request a replacement online at http://smarty.co.uk/dashboard/request-new-sim. 

[Dnbkittie]

Hi. Same problem too. I have two Sims in my phone. I've only had smarty maybe 6 months tops and I have randomly the same issue with not being able to make calls. But if I switch to my Vodafone SIM, without restarting my phone, it calls out fine. So it can't be a phone issue per say, but an issue with my phone and the smarty SIM card. Or the sim has an issue?

[MSF]

@Dnbkittie  Well worth requesting a replacement sim so that you can be sure.

[KevinHo_1918562]

I have the same problem. I do have some spare smarty sims at home. How do I get it to swap to my number etc?

[MSF]

@KevinHo_1918562  No, you need a specific replacement sim that they will send out.

[PeteS]

 I am having a similar issue today, even restarting the phone, and even turning the phone off and back on, not just "restart", I can't even use WiFi calling to make a call, but I can receive SMS messages and yes I have checked my WiFi etc, so I guess I'll be ordering a replacement SIM I guess even WiFi calling requires validation of the SIM some how but SMS doesnt? strange.

[IreneBr_3025626]

I am new to Smarty.....and am having the same problems today. No dialling tone but the display states it's calling. I testex by dialling my landline....calling, no dial tone & no call received on my landline, then the call hung up. I may be returning to O2 if this persists!

[Michael_120046]

If you are struggling with Smarty phone calling try typing *#*#86583#*#* in your dialer screen. Then go to network settings and enable VoLTE for your simcard.

[474747]

I'm having the same issue, and have reset my SIM and APN multiple times. reset my phone.

[Trav_3043429]

Having the same issue. I have a Fairphone and tried 3 smarty Sims now and all do the same as rest of thread. I have tried EE and Vodafone Sims in the same phone and they work fine. Appear to be a smarty specific issue. I'm giving up and going back to EE.

[MSF]

@Trav_3043429 Don't know which model you have, but certainly the Fairphone 3 is not compatible - please see this article: https://help.smarty.co.uk/en/articles/8985136-checking-if-your-device-is-4g-volte-compatible.

Have you tried those other sims since 3G was turned off?

[Angelit_1482233]

I wish I can provide a solution but facing the same problem here.
I purchased a Smarty SIM 3 years ago using Fairphone 4, not a problem at all. Switch the same card to Fairphone 5, running smooth most of the time despite frequent internet drop off or loss connection.

Bought another SIM in July to for the old Fairphone, 4G/5G internet works,also frequent internet drop off and loss connection. But from day one this card is not able to make any phone calls. I just contacted their Customer Services, 3 different people replied asking for 3 different sets of questions, this last one is asking me to check Volte, which I assume it's 4G Calling, which is always on. They are asking me for my phone's IMEI, I am reluctant cause it's too close to home. I might cancel and switch to a "Proper" company.

[SmartyTrousers]

You are reluctant to give the IMEI because it's 'too close to home'? What makes you think the IMEI is somehow more sensitive than your phone number, name, date of birth, etc, which you would have needed to confirm to them at the start of your chat?

Most likely your Fairphone is not compatible with Smarty's VoLTE (note that being compatible with VoLTE, and being compatible with Smarty's VoLTE specifically, are two different things). They are presumably asking you for the IMEI so they can check if that is indeed the case.

[AaronLo_1875925]

This problem just started for me. Samsung S8 worked with Smarty for years.

No dialling tone when calling out, and people on other networks get no dialling tone when calling me. Why would it affect people on other networks? Must be a problem with the Smarty network. There's no other explanation. Dashboard says everything is up and running fine and area checker says network is "excellent".

[Quintan_Q]

Same has happened to me today Bates are connection is fine but I cannot make all the seed calls whatsoever no dial tone no nothing I had tried disconnect my mobile data I have manually reconnected to the network I have reset my APN nothing is working

[ErinSha_2688988]

happened to me today too.... trying everything but can't make or receive calls....!!! 

[ChloeShirt]

Me, my mum and my partner are currently having this issue and nothing seems to work

[johnbenn_916720]

My Mrs and I are having the same issue from about 12 midday onwards

[Przemysl]

Same here guys, It is ridiculous, no calls in or out at all, the phone shows 4 bar signal, wi-fi, and messages are ok, I checked for any information regarding maintenance or breakdowns and I didn't find anything. Does anyone have any updates on what is going on?

[WW]

same here, two iphones using sim in the household and neither of us can make or receive calls since lunchtime. Smarty App not working. Does anyone have any news? We will be going back to O2 at this rate🫣

[AARONKI_2077311]

From the SMARTY Network Status Checker - We are aware of an ongoing issue affecting a small percentage of voice services and are working hard to fix it. Data services are unaffected. Please accept our apologies for any inconvenience caused. https://smarty.co.uk/network-status-checker?srsltid=AfmBOoqpyk3HGh-B-xlepg09qHadYtqHNs5IjRRW4VcX11_t... 

[WW]

Smarty App also not working. Does anyone have any news?