Congestion on network in TW

[DJ_Walls]

Good Evening, 

Been battling a network issue with Smarty, looks very much like congestion to me as it gets worse in the peak and the downstream is more affected. Anyway, they've told me they'll raise this with a senior team and gave me a ticket number. Has anyone had any experience with this and could tell me what actually happens???

Many thanks

[JodieC]

Hi @DJ_Walls 

Thank you for reaching out to our SMARTY community forum!

I'm sorry to hear about your recent experience regarding network issues. If you are facing congestion in the area then unfortunately, this is out of our control.

What is network congestion?

Network congestion occurs when a large number of users are simultaneously connected to the same mast, leading to potential impacts on service quality.

Regrettably, resolving this issue isn't a quick process, as it depends on the volume of users in the area, which is beyond our immediate control. SMARTY operates on Three's network, and while we're constantly working on network enhancements for improved reliability, these efforts may take time due to their nature.

Network

Like any network provider, we cannot guarantee 100% coverage across the UK or a fault-free service, as outlined in our Terms & Conditions, which you read and acknowledged upon sign-up.

It's important to note that compensation won't directly resolve the underlying network issue you've encountered. I'm sure can appreciate that the most crucial aspect of this situation is addressing and resolving the network issue you're currently experiencing. If you haven’t already done so, you could try the following to potentially regain a connection;

• Restarting your device and/or resetting your Network Settings (this does not affect your device storage, apps, pictures, etc.). This will refresh your connection to the serving site, prompting a stronger signal.

• Toggling Airplane Mode/Mobile Data off and on. This essentially resets the IP connection, establishing a fresh new connection once linked to the network – this will prompt your device and SIM to connect to a stronger signal.

• You can remove any saved APN credentials, restart your handset and then re-add the required APN if your device doesn’t seem to automatically connect to a strong network signal – please find guidance on the correct APN set-up via the following link: https://help.smarty.co.uk/en/articles/1155220-using-the-internet-after-you-ve-joined-smarty.

These steps are provided for guidance only; whilst we do hope it assists with establishing a stronger signal.