Group accounts - what a mess

[Michael_3029925]

If you're reading this, it's because it's too late.  You'll be wondering why you as the parent have a nickname SIM and your child is the Group Owner.  And despite us being able to fly to the moon, no sir, you CANNOT change a nickname SIM to the Group Owner.

At this point, you're thinking: "so what do I do?".  Here's what the customer rep told me: "you have to port out both account to a competitor".  That's right, if you want to be the owner of the Group (ie, you control your child's account rather than the other way around) you have to leave Smarty! Not so smart huh?

Now of course there are articles and such. But here's the rub. 

I wanted a cheap SIM for my youngest. So I went to the cheapest (Smarty), got a SIM, created an account and all was good.  So cheap that I ported my own number over to Smarty.  The obvious thing to do was be a group right? Not least because that meant a 10% discount.  

Not for one second did I think that in creating a group, Smarty would be so stupid as to categorically refuse/be so low-tech that they can't simply switch ownership around.

So there go two customers and the loss of two perpetual streams of income. Actually three. Because I intend to port out my eldest son's account too.

Smarty, you need to get you stuff together. Pathetic.

[Linsey]

Hi @Michael_3029925 

We're sorry to hear that there is a mix up with your group members. Group creation is managed by our customers, so it looks like the invitations were sent from your son's number instead of yours, which is why he became the group owner.

We have included information about how groups operate in our terms and conditions, which you have read and agreed to understand and accept upon signing up:

800616-29 T&C Update August 2019_V4.indd

SMARTY also have some helpful information about group plans online:

How do I start a Group? | SMARTY Help Centre

If you have created a nickname SIM, the group unfortunately cannot be disbanded. This is because nickname group members share an account with the owner. To enable the member to have an individual account, they must purchase a new SMARTY SIM and complete a SMARTY to SMARTY port. We understand that this can be an inconvenience, but it is the only way to grant the nickname member an independent account.

However, if the group member is not nicknamed, they can be disbanded from the group.

I hope this provides some clarity. 

[MSF]

@Michael_3029925  I'm not wondering any of the things you mention really.

What I read is that you set up the group incorrectly and that smarty were unable to change it round for you.

When you created the group, I understand that you used your son's account and set your own up as a nickname rather than setting up a fresh account for yourself.

Why are Smarty stupid when they publish articles to help you get it right.

I understand that you are frustrated, but why not take some ownership of the issue?

[AmandaCa_180087]

Actually Michael isn’t the only one with this issue as the same happened to me. Only my daughter’s account was set up in my name with her number. Then when my contract was up I moved the whole family over to smarty and set up a group. This has resulted in my daughter who is now 19 and doesn’t live here anymore being owner of the account and every time I log in it sends a verification text to her 🤦‍♀️ My husband can’t see how much data he’s got left without asking me to log in (via my daughter). I asked Smarty for help and the person I spoke to just cut me off before it was sorted because it was after 8pm which is clocking off time! Apparently with Smarty there’s ‘no malarkey’

[MSF · Accepted solution]

@AmandaCa_180087 If you are 100% certain that the fault is not with you, I suggest that you raise a Complaint with Smarty so that it can be investigated at a higher level.

The problem with Groups is that when you start one you need to get the members to start their own accounts and then invite them into the group. The alternative is to set them up as 'nickname' sims but then they exist as if they were the Group Owner's second sim.

From your description, your husband seems to be a member of the group without view-only access; that would certainly apply if he were a 'nickname' sim I think.

Can your daughter not look at the accounts of the various members of the group?