Issues with calls and low data-speeds since joining SMARTY

[dftf]

Hi all

Since joining SMARTY a couple of weeks ago, I'm facing constant-issues with being unable to send or receive phone calls, and very low data-speeds (literally 1-2 Mbps up or down) at home, and around my local-area.

Just wondering if anything can be done?

CALLS ISSUE

With the calls issue, I sometimes see "mobile network not available" or "carrier connection failed", even though I appear to have a signal (and if I send myself a test SMS, it is always received back; and I can load websites, albeit very-slowly on 4G).  I have also seen "emergency calls only" on a couple of occasions.

Most of the time though, there are no errors, but when I make a call, I simply hear nothing: no dial-tone, and the call just cuts-itself-off after about 15 seconds of trying.  When people call me as a test, they also say they hear nothing, and their call also "just ends".

In my Phone app, I've checked under Settings > Calls > Call forwarding that "always forward" is set to "off".
Not sure what else I could check on my-end? 🤔

SLOW LOCAL DATA SPEEDS

At home, I can get around 2-3 Mbps max on 4G, if I go right-up to a window; upload is around the same.

At my local shopping-centre, it varies by shop, but the highest I've recorded is 2.5 Mbps download, though in some shops as-low-as or under 1 Mbps, and upload-speeds between 0.6 - 3.7 Mbps.

Needless to say, trying to load a website is like being back on dial-up: it takes anywhere from 15-20 seconds for a site to load, though in some cases I get "DNS server unreachable" or "no Internet connection".

However, my phone is clearly not the issue, as in another retail area near me, I've got up to 87 Mbps down and 28 Mbps up on 4G.  So, clearly, there is just no signal in my local area.

This is despite SMARTY's signal-checker page (https://smarty.co.uk/coverage-checker) reporting "Yes - Excellent service" for 4G at any of the affected postcodes.  Yet I'm clearly not-getting an "excellent service".

Is there anything I can do?

I know there is a possibility of 3 (SMARTY's parent-network) and Vodafone merging next-year, but obviously depending on which masts they will each retain, that may-or-may-not help.  And it may yet not even go-through.  So... kinda feels a bit misleading to say "excellent service" if that isn't the case right-now. 🤨

[MSF]

@dftf  Replied on your other post (didn't know that you had done a Coverage check)

What network were you with before? Was it much better?

As you say, you did get a good signal nearby and so it is a problem with your local mast(s). This makes Network Status check more important possibly.

[dftf]

Hi MSF

Yes, I did use the coverage checker page before joining.  (Not that-that helped, though! 😐)

I never had an issue with calls previously, that's only since joining SMARTY.  I wonder if something has gone-wrong during the PAC port-over process?  I do recall that while mobile-data and SMS both started working after I received the "we've ported you successfully" e-mail, my calls didn't work until the next-day.  But since then, around half-the-time I try to make an outgoing-call, I just get a totally-silent-line and nothing happens.

Is there any-way to find-out if the Vodafone merge (if approved) would improve things?  I've looked on cellmapper.net, and it says my nearest 3 mast is 0.6 miles (0.97 km) away.  However... my nearest Vodafone one is within 0.2 miles (0.32 km) away.  But, assuming the merge did go through, is there any-guarantee that nearer mast would be kept, and used? 🤔

Also, on the subject of checking-before-joining, I also note that if I go on OFCOM's site (https://checker.ofcom.org.uk/en-gb/mobile-coverage) and enter my postcode, it says EE and 3 are "limited" for indoor data and voice in my area, but "likely" good for outdoors (which hasn't been my personal experience!).  Vodafone and O2 are apparently both good indoors and out.

I've also tried this site, https://mastdata.com/resources/coverage-map.aspx , which again shows 🟠 dots around my home, but mostly 🟡🟢 across my local shopping-centre.  But in both places, I struggle to get more-than around 1-3 Mbps download on 4G.  So that also seems inaccurate.

So... whose data can we actually trust to get a reliable-picture before joining a network? 🤔🤷🏻‍♂️

[MSF]

@dftf This all sounds rather unfortunate.

Whose data can you trust? I think the proof of the pudding is in the eating i.e. if it works, then it's good.

Possible merger? Who knows if it will help anyone-----except the shareholders.

Sounds like you may need to revert to previous network - a shame!

[dftf]

@MSF: as an update... before I joined, I did easily find this article, "Which devices are compatible with 5G?", and as my phone is 3G and 4G only, clearly wasn't a concern to me, as 3G is being switched-off soon, but 4G won't be for a while yet.

However at no-point during any of the sign-up process did it ask me to enter an IMEI or select my model or anything to check it was compatible for calls on 4G.  Only vague guidance is offered, such as "Most Android smartphones made in the past decade support 4G VoLTE, but 3G only handsets won't work".

Sadly, I've only just come-across the "Checking if your device is 4G-VoLTE compatible" article... and my phone is listed there as not being supported for calls. 😢

Might be helpful if during the sign-up process they actually linked to that article to ask people to check before their phone will work, not hide it away.

Ah well, SMARTY is not a lock-in contract, so guess I'll have to request my PAC and move elsewhere, sadly.  I've also only just seen on these forums the thing about them not supporting SMS short-codes, either -- another thing they don't mention in-advance!

[MSF]

@dftf  You make some fair points here.

The VolTE issue is a new one and would perhaps have benefited from some joined up thinking on Smarty's part.

Short code sms has drifted on for ages and many of us thought the it would have been sorted by now.

As I have said ad nauseam the bean counter accountants will keep an eye on the bottom line and will take action if profits drop and any action would cost less than the potential loss.

[SmartyTrousers]

With the same issues coming up time and time again (VoLTE incompatibility, add-ons not taking effect, SMS short codes not supported, problems activating shop-bought SIMs) and seemingly not a lot being done to rectify things, I can't help but wonder if Smarty is just being left to tick along at this stage, in the expectation that the Three-Vodafone merger will soon get the go-ahead.

[MSF]

@SmartyTrousers  My Learned Colleague again makes a fair point here!