Little or no service for 10 days

[Brendan_1816421]

I've had poor and often no service for 10 days now. I live in the Liverpool 5 area. Smarty says there's an issue which they're trying to fix. For ten days? I believe I'm entitled to compensation but how do I ask for it?

[MSF]

@Brendan_1816421  That is unfortunate and very inconvenient.

You won't be able to receive compensation until the exact length of the outage is calculated i.e. the problem is fixed. (The other potential issue is that you may need to show that you spend most of your time in the same area i.e. you do not work elsewhere.)

Once it is over, you could ask for compensation to cover the proportion of your Smarty plan that you could not use i.e. monthly cost divided by number of days, multiplied by length of outage.

As an emergency measure, is it worth buying a one month plan from a network that doesn't use Three network? Admittedly, it will give you a different number but t least you would be able to get service.

[MSF]

@Brendan_1816421  forgot to say  - you would need to web chat with Smarty Support or raise it as a Complaint in order to get some compensation.

[Brendan_1816421]

Thanks for the advice and explanation. Unfortunately I have been unable to access the webchat because the signal is so weak and keeps cutting out. It's still ongoing in my area as of today and THREE is now sending me daily apologetic texts saying they're working as hard as they can to 'resolve the problem '. I've had no communication from SMARTY about it. I'm looking for alternatives that don't use Three as this is completely unacceptable. 

[MSF]

@Brendan_1816421 Although the signal is not good enough to have web chat, you seem to be OK to post on the forum.

If Three are sending you updates, I see no point in Smarty doing the same thing.

Please bear in mind when looking for an alternative network that none of them is immune from breakdowns and you could easily find yourself in the same position again.