[Main Thread] Premium rate / short code text messages

[PeterWh_1550878]

Hi I gather from a few other posts that these are not possible at the moment!

I found this in some information blurb from SMARTY - 

" At some point you'll be able to send other kinds of messages which will be chargeable. This will include premium-rate texts and short-codes, which are used for entering competitions, buying ringtones and voting on reality TV shows, and paying for parking."

As other people say they don't indicate when this will be available! I agree with the others that it should be no problem with a decent quality service! 

I too, like some other people may well be switching to another provider which doesn't have this problem! 

[George · Accepted solution]

Hey, @PeterWh_1550878 

We understand how this service is becoming more popular with our customers and have already been feeding back. This is something we are still looking into, hopefully, this is available for you soon.

[Christo_1514500]

Hi. When? and how. 

[PeterWh_1550878]

Hi All frustrated Users! I can't believe that this is still dragging on, and that Smarty are, as far as I am aware, the only provider who don't have Short code messaging as a basic part of their plan! 

I first asked about this 7 Months ago, and there has been so many people asking for this to be sorted out, it's unbelievable! 

Come on Smarty - This just can't be Rocket Science - Please get this sorted out ASAP! 

[Betty_Swollox]

We'll all be dead on our graves and still texting short codes won't be sorted out 🤣🤣

[MSF]

@Betty_Swollox If short code texts are vital for you, then unfortunately it may mean you moving networks. I say this purely because the issue has been raised many, many times over the years and still nothing has changed.

[BrianMcBriany]

Hi George,

I have an urgent text from my bank (60303) which I must respond to. It’s a free number. Naturally after a bit of googling I've discovered this thread and I’m pretty shocked you don’t allow this feature.

It’s essential to be able to text these numbers as often they’re important fraud checks or healthcare related.

Please can you advise when the problem will be rectified?

Please can you make sure this issue is highlighted to new customers before sign-up, as you could indirectly cause people financial hardship (couldn’t approve a bill payment) or a risk to a persons health (couldn’t accept a GP appointment). 

I look forward to an appropriate response in a reasonable time frame. It would be a shame to involve ASA/regulators, but I’m concerned you’re missing the point on just how vital this facility is.

Regards,

Brian

[Tascha]

Hi @BrianMcBriany the inability to text short codes isn't so much a 'problem' as it is just being a feature we haven't yet introduced to our service! However, we are aware of the demand for this and are actively looking into it so hopefully it will become available in the near future.

With regard to making customers aware before sign-up - I do understand where you are coming from with this and appreciate your feedback so will be sure to get it passed on to the relevant team for review.

In the mean time, companies and services will usually have an alternative contact method you can use instead of the short code.

[BrianMcBriany]

Thanks but I still feel you’re downplaying the significance here.

Have you tried to ring your GP surgery lately? Sometimes texts are the only way to communicate with essential service providers. If this isn’t yet considered a basic and fundamental right of communication by the regulators, I’m pretty certain it soon will be.

[LynneGr_2137925]

 @Totally agree

[Michael_1932266]

“Actively” looking into? 10 weeks later and still no sign of a solution. I don’t have the followers, but it seems like an issue that could easily escalate into a social media campaign 

[MSF]

@Michael_1932266  I think that has been the situation for at least one year now!

[LynneGr_2137925]

I hope you have read all the response to you reply.

If it's a feature you are still unable to off in your service. I will be leaving your provider next month. It is a service feature that I need. Communication 'via alternative contact methods' is not a viable option.  It is ridiculously time consuming. 

Sadly I will be switching to another provider. A real shame because apart from this Smarty is great

[Suejeac_1391886]

Alternative numbers are rarely readily available when you are trying to respond to some of these calls . I have been extremely distressed when trying to contact health providers for loved ones. Really no excuse, from the thread you’ve been ‘considering introducing ‘ this for months,  I’ve already moved my elderly parents and in-laws on to alternative plans. I need to vote with my feet too

[MurrayW_1781732]

This is truly appalling - my bank, internet provider etc all user short code texts for customer service. It's a basic part of how phones work. Please fix asap!

[PhilipM_1686774]

Hope the Moderator sees this post. Smarty is severely lacking in not enabling Short Codes. Banks are now requiring answers to Short Code numbers during their security checks. Mobile banking is very popular so Smarty needs to be a bit Smarter!

[MSF]

@PhilipM_1686774  Moderators do regularly see the posts, but unfortunately they are not the decision makers it seems!

[GaryWhi_1959451]

In that case I'll be leaving ASAP as I consider this too restrictive... bye!! 

[MSF]

@GaryWhi_1959451  Poor old George can only pass on your comments, but there's not a lot he can do about the situation directly.

[Michael_1932266]

Define soon!

[MSF]

@Michael_1932266  Probably just a tad longer (flexibly) than whatever time you mention 🤔

[LewisSmit_19104]

This also includes responding to texts from my bank fraud team to find out if a purchase was made by me or not so its actually quite important that this happens as soon as possible.

[angelam65]

About time this was sorted out. Lots of instances where short code messages are required & being unable to send mms to these is unacceptable. We need a confirmed date when it will be available & not just "at some point in time". Or customers will just switch providers very quickly.

[MSF]

@angelam65 We must assume that their is a cost involved in adopting the short code sms system. I think that the accountants in charge will balance off the number of customers who join for the good value and who are not bothered by short-code texts against the number that leave. Only if losses mount up will they reconsider.

[PerryNe_2400000]

Has there been any updates on the issue of using short codes. I have just been unable to respond to a short code for the bank for the credit card on which there was a fraudulent transaction.

[MSF]

@PerryNe_2400000 No, there have be3en no updates recently in the forum.

I think that Smarty will be shouting it loud from the rooftops when and if they introduce it.

[GT132]

Hey, this post was over a year ago and SMARTY still not offering short codes… what is the issue in offering it, exactly? 

[MSF]

@GT132  We are community member like you - Smarty do not share that kind of info with us.

[HelenJa_2680215]

So why can I still not do this? 

[MSF]

@HelenJa_2680215 The answer is as I have stated on the thread you started elsewhere.

[Jackymax]

Can't enter the Soccer Aid comp. 😞

[MichaelF_725915]

Soon!! It is now almost October 2024 !!!

[SoniaMc_2857112]

Can we still not enter competitions? Was the shirt code issue fixed? 

Mine won't send ..

[MSF]

@SoniaMc_2857112 No, it still does not work because Smarty does not support the sms short code system. It is not an error, so they will not 'fix' it as such.

[BrianMcBriany]

It’s coming up on 2 years now, are there any updates on this?

[MSF]

@BrianMcBriany @That is frequently asked,but never answered by Smarty.

[KatieWi_1905420]

I too have just joined Smarty & topped up to use premium rate numbers & texts. Not allowing? Trying to enter a competition text to win?

[Chalkychap]

I'm not sure premium rate text messages are mentioned anywhere on the website, or app @KatieWi_1905420, in the top-up (add-on) pages.

Anyway, SMARTY Mobile don't support sending messages to short-code numbers @KatieWi_1905420, so this excludes you from many premium rate text message services.

Unfortunately, if you want to text premium rate short-codes, you'll need to switch to another service provider @KatieWi_1905420 🙁

[GordonPa_341067]

"Unfortunately, if you want to text premium rate short-codes, you'll need to switch to another service provider" is not really the right answer. Smarty have promised Short Codes for long enough now, surely it's time to implement this feature. Three are offering similar tariffs at the moment and include this feature. As you do sit on Three, is difficult to understand why it isn't implemented. Maybe time for an alternative after all.

[PaulBurl_304739]

Completely agree.

I am a very happy Smarty customer, but they have been promising short codes to come now for well over a year. The promise was on the official site FAQs and has now "mysteriously disappeared". I work on London Underground, and the BTP short code number, 61016,  is NOT premium, it's an essential service that is advertised widely on EVERY station and in the "See it say it sort it" message on ALL the rail services in the UK. It is the best way of getting any message to the BTP, for example if a sexual assault has occured, it is a way to discreetly report it, without having to speak and get upset, especially if you're still in the presence of the person who's doing it. I have witnessed many occasions when BTP respond very quickly to these messages, directly to the phone number they're sent from, or turning up at the station before the customer has even arrived there.

Yet this service cannot be used by Smarty customers.

Similarly, British Gas and other utilities have FREE short codes to enable you to report gas and water leaks. Or submit meter readings.

It's simply wrong to not have these services available. In the event of BTP this is an essential service that cannot be used.

Get with the program Smarty and fulfill your promise. I personally don't care about the premium TV voting numbers and competition lines, but at the very least you should give access to potentially life saving numbers that are free or very cheap to acces. Like:- https://www.btp.police.uk/SysSiteAssets/media/images/british-transport-police/pdfs/how-to-text-61016...

[MSF]

@PaulBurl_304739  I think you make a very good point here.

I must admit that I have never thought of short code texts for that kind of usage, but it does appear to be essential. Why not raise this as a formal complaint with Smarty so that it can be progressed up the 'food chain'?

[Brookhouse]

I have contacted BTP to ask why they charge for 61016 but they have not replied. Sadly 61016 is flawed because even if short codes work on a carrier's package, if you pay a fixed fee per month and don't have credit for out of package calls and texts you can't message 61016. It would help if they at least published a regular mobile number that could be used instead.