[Network Issue] Service Update - Resolved

[YulianK]

We are aware of an issue with our network and our engineers are working to fix this as quickly as possible.

This issue could affect data, calls and text services.

We are sorry if you've been impacted by this, please check back here for updates.

[DelDeeSmartE · Accepted solution]

Good morning, all services should now be fully restored. Please accept our sincere apologies for any inconvenience and if you are still experiencing any problems, reach out to our customer support team. Thank you for your patience.

[JoeClea_2929512]

Service down in cumbria 

[MSF]

@JoeClea_2929512  I suspect a generalised problem with Three network at present as Network Checker not opening for Smarty or for Three

[peterbu_1926058]

I have very poor phone signal strength in my area (HU10 6DQ)  this is causing me to miss incoming calls and unable to make outgoing calls on occasions. 

[MSF]

@peterbu_1926058 A quick Network Status check - https://smarty.co.uk/network-status-checker - shows a problem in your area.

[E132024]

Smarty live chat and email verification down also

[Armilia_2448730]

I still face intermittent problems ! do you know when this will be solved? thank you

[NoelGin_2165538]

18 hours I could have put up a new post for in that time

[MsTeniz_1445498]

it is 2' in the morning and these are the only hours (2am-9am) i get internet connection otherwise i cant even post a comment here to tell you i have next to no connection morning until past my bedtime.noticed no one else has commented in this post in a few days so assuming your problems are fixed? mine aren't .

i have 

my average speed is below 1 mbps .

[Krzyszt_2279389]

 

[ShaunMa_1953642]

Is there any resolution to the network outage. Its now been five days with no mobile signal unless I dont leave home. How is that mobile? Sorry if I sound entitled, but I need my mobile as a point of contact for medical conditions so please understand my frustration. Will their be any compensation as I'm paying for a months data and so far five days without it.

[MSF]

@ShaunMa_1953642 I notice that the warning header on the coverage Checker and Network Status pages has disappeared; that looks like the problem has been sorted.

If you still have issues, I suggest checking those two pages first. Did you have good service in the area before the 'problems'? Are you saying that you have a mobile signal at home - is that broadband wifi?

It seems that not everybody was affected and so it may be difficult to work out compensation. Assuming that you had a £20 per month plan and lost service for 5 days, you could expect a refund of around £3.33 (based on 30 day month).

[JonnyW]

There seems to be some inconsistency in the information currently being reported in your Network Status Checker — you're "aware of an issue", but your "system hasn't reported any network issues".

[MSF]

@JonnyW  I get a sense of people running around like headless chickens trying to sort out a disaster from their perspective.

[ClaudiaO_206853]

Monday 12th and I still have intermittent data connection issues with 4g dropping out completely for much of today. Also no access to voicemail and unable to send or receive texts. I checked the Three network which still says it has issues they are working on. I presume this is still affecting Smarty. 

[funkysnow]

All advice is to check the website - but I can't see any information about when the network problems will be resolved???  And the web chat bot is useless...

[funkysnow]

Also the irony of registering to post this, requiring a text verification code, when the network doesn't work... Having to use my girlfriends data so I can login via an email... Surely there should be a better way to be able to contact customer services???

[MSF]

@funkysnow I don't think they really know when it will be sorted - I wonder if that is maybe because they are not actually sure what has broken?

The reason that you can only contact Support Team via web chat is that it keeps costs down not having a full customer service team answering the phones - hence you get a cheaper end product.

[ClaudiaO_206853]

I wish I could use the webchat, but my Smarty app keeps crashing. I am just going to assume from the conversations here that I just need to wait it out. 

[wemyss0607]

No network in Glasgow G81, this has been going on for a few days now and affecting our business. I'd like to know what is happening to improve future issues as this is creating problems within our business and I'm looking at other providers now. It's great having a very reasonable sim only plan, though it's not worth it if no one can get network service.

Is there any update on "the issues" today? 

There is a lack of communication, even through X [Twitter] would be great.

[Alex_SM]

Network down in Stoke on Trent. Working from home, connection just dropped. Interestingly enough, got ID mobile on my phone and it works fine (currently connected via hotspot). Any ideas what is going on? 

[RyanWhi_1624229]

My network. Has gone down again I need this for work I carnt not go without it is essential can we have a update on what's happening please thank you 😊

[Brendan_1915581]

Service has crashed yet again for the 3rd day on the trot. It’s a Monday now so can we have some information regarding how long this one will last so people can make alternate arrangements. 

[GeorgeV_1644398]

Network still down on 11/02. Went fown around 12pm on saturday (yesterday). No response from customer service athough it says 4 hours expected wait time - it's now been 17 hours. Will definitely be leaving smarty, too many issues and too unreliable

[Brendan_1915581]

You are not alone- 

[Natalie]

I'm sorry to hear this. If you haven't already, please restart your phone. 
If you have tried this and it is still not working, our webchat team will provide further assistance.
We are experiencing an unusually high chat volume due to the outage, i'm sorry for the inconvenience. 

[GeorgeV_1644398]

I have tried all of this. As stated, i've been waiting for 17+ hours for a response on the chat. I have tried the sim in another phone and it still doesn't work. Fix your network!

[MSF]

@GeorgeV_1644398  I think you'll find that is precisely what the engineers are trying to do.

No need for rudeness towards the staff please.

[GeorgeV_1644398]

You think being told to fix your network, that I am a paying customer for (and have experienced issue after issue with), is rudeness? Get a life. 

[MSF]

@GeorgeV_1644398  It's your tone that's the problem. Ordering people about usually gets you nowhere(...unless you're an NCO in the Armed Forces)

I'm quite sure that Smarty staff and engineers don't get much pleasure from the network being down. They are trying to sort it and 'having a go' at them hardly helps. Good luck with your new network anyway.

[Anthony_2087532]

I don't think the problem is down to Smarty themselves it appears to be a Three network issue!

[GeorgeV_1644398]

On top of this, they cant even be bothered to respond on the chat. It's been more than 2 hours since I initially reached out! Usually it's instant, which means they are clearly avoiding engaging with customers. So next time, please think before you message.

[MSF]

@GeorgeV_1644398 Perhaps they are not answering instantly because they are busy with a load of other people messaging them?

[Brendan_1915581]

Perhaps because they don’t employ enough agents is what u are trying to say. Any good CS team knows how to deal when their is an increase in queries- resources and staff get diverted from elsewhere to help out the cs team. 

[GeorgeV_1644398]

Im not arguing with some stranger on a smarty chat room. As previously stated, get a life. 

[Brendan_1915581]

Still no service in Hd9 area- second day on the trot - no updates about progress- very poor all round Customer support. 

[ElliotA_1809361]

Looks like full service is back now. I unfortunately has to cancel work today because I need a mobile internet connection.

[Cathrin_1864551]

This post is dated yesterday. My wife and I both have Smarty phones and have a total blackout, no mobile sgnal or data. An update would be appreciated

[MatthewI_858214]

Hello and thanks for the information / update. 

May I ask would this effect personal hotspot also ?

[TiborDo_2172384]

Have no service at how long is this going to take to get it fixed. This is not what I’m paying for.