Compensation for no service?

[PeterMo_2886814]

I understand smarty was down today, i check in the morning when i had no phone speradic data service, site said no issues in your area .. lie, then about an hour later said phone only issue .. no data issue .. lie. Tried contacting customer care who must of been swamped, service seems to be working now, but felt like smarty were hiding behind a tiny amount of customer care staff and not helping customers in avtimely manner. So how much compensation do affected customers get? And dont say none as im sure the company director and the board all got paid for today despite the shambles. I look forward to any generic not interest reply.

[RodneyWi_753707]

I’m raising this because I’ve experienced consistent and unacceptable service degradation, and I need someone to actually look into this properly.

This month, I’ve spent a considerable amount of money on top-ups and renewing plans. Despite this, I’m seeing clear signs of speed shaping or throttling—even when I have data available and should be getting full speeds.

Symptoms include:

Slow webpage loading

Buffering during streaming or downloads dropping out

Poor speed test results that don’t match the expected performance

Throttling happening at certain times of day (not location or device-dependent)

Restarting the device/SIM has no effect

I also want to be absolutely clear: I have proof that some kind of traffic shaping is taking place. I’ve done tests under controlled conditions, and the results point to deliberate interference with speed—this goes beyond signal strength or congestion.

As a vulnerable customer who relies on this connection for essential daily needs, this is not just frustrating—it’s deeply disruptive. I need the following urgently:

A full review of my account, including any fair use policy flags

Confirmation on whether speed shaping is being applied

A real explanation—no generic copy-paste replies

A plan to resolve this or escalate it if needed

I’ve been with SMARTY because of the promise of transparent, reliable service. But if this continues, I’ll be forced to raise it further if my questions continues to be met with crickets and tinnitus with your response..

Expecting a meaningful reply.

Thanks,
Rods

[MSF]

@RodneyWi_753707 Sorry, but you will not get that type of reply here - this is the Community Forum and so we could not provide accurate answers as we don't have access to your account or Smarty's data.

Given that networks rarely provide any cast iron guarantees of service, I suspect that you may be forced into a move to one that can meet your requirements. Looking at T&C's 4.6 and 4.7 especially, they seem unwilling/unable to guarantee the serviceIt does seem that Smarty works well for some, according to their needs, but less so for others.

[MSF]

@PeterMo_2886814 Given that the maximum you will have paid is £20 for up to 30 days this month, you would strictly be entitled to 66pence.

[WelshPaul]

The outage lasted 10.5 hours, affecting only texts and calls, leaving one out of three services unaffected. If you paid £20 for their unlimited plan, you’d be out of pocket by 20p.

[ElvijsP_2541495]

No it did not. The first day no data or calls were available for service the next day calls couldn't be made and the next the same. Had to use data to call someone.

[MSF]

@ElvijsP_2541495 Certainly did not apply everywhere though.

[MSF]

@WelshPaul Yes, OK true enough...but I'm allowing for worst case scenario I guess. My point was to show that it was a small amount of money really.

[LizaWel_2178147]

Ok that will be fine 

[MSF]

@LizaWel_2178147 For clarity, I'm not offering you that - I sm stating what may be considered the contractual position. You would need to contact Smarty to be certain.