My sim has blocked calls and messages. Only allows data

[Patricia_378926 · Accepted solution]

I have done some research and it looks like network mode 3g has been switched off in my area. The network mode on my phone says LTE/3G/2G (auto connect). My phone has nothing to connect to. According to Samsung my Galaxy A71 is compatible up to 4G so why has Smarty not made this available to me. I just wonder why, in all the myriad of questions I was asked did nobody think to ask this one. I am being sent a new sim card. Maybe this will be set to 4G

[MSF]

@Patricia_378926 Not really enough information here for us to give you meaningful advice.

1. Are you in the UK?

2.Is your phone showing signal bars?

3.Are you definitely getting MOBILE data or is it wifi from your broadband connection?

4. Have you done a Network Status check for any local problems?

5. Can you try the sim in another phone, or at least give it a gentle clean and reinsert it?

[JodieC]

Hi @Patricia_378926 

Thank you for reaching out to the SMARTY community forum!

It sounds like you may be affected by our 3G switch off as any devices that are no longer compatible will not be able to use calls or SMS, only data will work on your device. 

Please follow the link provided below to see if your device is compatible:

Checking if your device is 4G-VoLTE compatible | SMARTY Help Centre

I hope this helps!

- Jodie

[Patricia_378926 · Accepted solution]

I have done some research and it looks like network mode 3g has been switched off in my area. The network mode on my phone says LTE/3G/2G (auto connect). My phone has nothing to connect to. According to Samsung my Galaxy A71 is compatible up to 4G so why has Smarty not made this available to me. I just wonder why, in all the myriad of questions I was asked did nobody think to ask this one. I am being sent a new sim card. Maybe this will be set to 4G

[MSF]

@Patricia_378926 My questions were intended to discount some basic issues that we see.

A new sim is unlikely to make any difference unfortunately.

It may be that your phone is not compatible with the protocol that Smarty uses for VoLTE. There have been many posts about this issue as it has come to the fore since 3G turn off.

My next step was to refer you to: https://help.smarty.co.uk/en/articles/8985136-checking-if-your-device-is-4g-volte-compatible 

[Patricia_378926]

Volte is live but my network is just as described no sign of 4g

[MSF]

@Patricia_378926 The problem seems to be that there is not simply one flavour of VoLTE and Smarty's version does not necessarily work with all phones.

Assuming that you checked the article that I signposted you to, have you also done a Network Status check and cleaned the sim?

[Patricia_378926]

Yes I've checked everything everything I'm afraidmy husband and I will have to leave as we cannot afford new phones tight now

[Rebekah_150 · Accepted solution]

I recommend contact our chat team they can provide account specific advice https://smarty.co.uk/contact available daily from 8am – 8pm.