[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.

[DanielD_1707217]

My data works, I can receive texts but i can not make outgoing calls, been more than a day and no response from help and while there is a "active" help I am unable to raise a new one and no one is even viewing the request for update and fix that i have sent.

[akis]

Same problem. Been happening on and off past few months. This morning I can not make ANY outgoing calls, after multiple reboots, SIM out and back in, SIM cleaned etc. The second SIM works fine. The SMARTY SIM does not work in the 2nd SIM slot either. Can receive calls and texts OK.

If this problem is so old and SMARTY have not fixed it then I will leave SMARTY, there is no other solution.

[MSF]

@DanielD_1707217  See reply on other post please.

[JJP2RidesAgain]

That’s odd - You have data, so can access the mobile internet, you are receiving texts but cannot make calls ? 

You obviously have coverage, otherwise you wouldn’t be receiving texts and be able to use the mobile internet connectivity. 

Have you somehow restricted outgoing calls in your phone’s settings ? 

What phone is it ?

[DanielD_1707217]

No I believe its a bad rollout of Volte my phone is volte capable but smartys implemented version doesnt work with my phone. Alot of people are having this issue and smarty are doing nothing about it other than telling you to file a complaint. Im just gonna do 1 pass at complaints then contact the watchdog for breach of consumer rights as they didnt bother informing customers they were modifying there network. Once the watchdog replys i'll take it to small claims, it'll be worth a few hundred for consumer rights act breach.

[MSF]

@DanielD_1707217 Please see reply on your other post.

[Michael_1896022]

Hi, I also have exactly the same problem. I'm also in the Derby area. I have been able to make calls sometimes when away from home. It seems to me that this is a SMARTY or 3 problem.

[DanielD_1707217]

Smarty modified there network to 4G volte, my phone is compatible but smarty are using a proprietary version that only works with specific phones. Smarty have not informed us then modified there network but kept taking the money despite not being able to offer the service you paid for. file a complaint, if they dont offer a full refund immediately then just ignore them and take the matter to the watchdog and once they reply you can file a small court claim, speak with citizens advice legal rep regarding them modifying there service without informing customers and you'll be able to claim around £200-£300 in compensation.
*source My brother who's a county court solicitor*

[Stephen_2368575]

Glad I found this thread - same thing is happening with me.

- Found I couldn't make outbound calls then found people couldn't ring me either.

- SMS & Data working

- The other sim in my phone works fine - swapped them around and still same with Smarty

- Went through webchat and retried all the things that I have already tried - same issue

- Ordered new sim - same issue

- In the last two weeks 2 calls have come in and have been able to make 1 call but that's it.

- Probably best to swap provider as this doesn't look like it's going to be acknowledged or resolved any time soon.

[MSF]

@Michael_1896022 Quite a lot of reports on this issue in the last couple of days.

[Chalkychap]

Perhaps consider making a complaint, @DanielD_1707217? 

Do this online from https://smarty.co.uk/complaints.  

[DanielD_1707217]

yeah i did, after 3 days of smarty "customer service" nonsense telling me to restart my phone.
I know what the problem is now (see other posts I responded to) it wont do anything but i can then take it to the watchdog then small claims.

[Rebekah_150]

Hey DanielD_1707217,

We would bee keen to address your experience directly, I am unable to access your account here but you are able to raise a complaint here https://smarty.co.uk/contact.

[Decembersangel]

HI @DanielD_1707217 
This seems to be a theme recently with SMARTY! I replied to another post with the EXACT same problem ⬇️

I have the exact same problem as you (in Derby)!
Sometime between 17/04/24 (the last time I received a call on my phone) and 01/05/24 when my Mum tried to call me, and she couldn't get through, this happened to me.  I noticed something was wrong only when she informed me that she couldn't call me on my mobile (she called my landline after not being able to connect) and that was when I found that I also couldn't make outgoing calls and got the 'calling....' with no dialling noise when I tried to use my phone. I tried calling 'home' when I was 4 miles away and still had the same thing happening, just in case it was engineering works on the mast closest to my home.
I contacted the web chat today and spent over 3 hours going through one thing after another (after waiting over 40mins for someone to help) from taking out the sim, trying another phone, checking my APN details, 4G enabled etc, etc, etc and nothing changed.
I was also initially told that there was 'engineering work in my area', even though the network status checker stated there wasn't, and this was then ignored as a reason when I questioned it.
I also asked about the 'SIM Card Status' details (on my phone) that state:-
Mobile Network State - Disconnected
IMS Registration Status - Not Registered
and again, this was talked around and I wasn't given an answer as to what this meant, what could cause it and if this was something wrong at their end.
I am reclusive so my phone only ever 'moves' when I answer a call or it needs charging so no 'rattling around in a handbag', no 'dropping it', no 'poor reception' etc, also there has been no change in the 'Settings' as it has worked fine for a long time now 'as it is' so there was no need to even look to change them and so I really don't understand HOW my phone has stopped working!
In the end I was advised to request a replacement SIM, which I have done, but I didn't realise it suspended my account as it is only set up for 'stolen phones' rather than a 'SIM no longer working' replacement (I could still text and use the internet on the 'broken' SIM) and you still have to pay for NOT being able to use the services.  
It is impossible to find out where on the website you can order a replacement SIM (I did a search here on the Community page and found a post with a link to it) and you then have to activate the new SIM, when received, and again there is no easy way to find out how to do this on the website.
I have had nothing to grumble about before now with regards to SMARTY in the 7+yrs of using their services and always thought they were value for money but knowing this is not just a 'me' problem now makes me question as to whether it really is the SIM that is broken or if it is a wider issue that SMARTY doesn't want to own up to (3G switch off )?!?!?!? If it is a SMARTY things I will be 😠😠😠😠

From this post and others on here..... I DON'T have a corrupt SIM... it's something to do with the network!!

[DanielD_1707217]

Smarty modified there network to 4G volte, my phone is compatible but i guess smarty are using a proprietary version that only works with specific phones. Basically smarty have not informed us then modified there network but kept taking the money. file a complaint, if they dont offer a full refund immediately then just ignore them and take the matter to the watchdog and once they reply you can file a small court claim, speak with citizens advice regarding them modifying there service without informing customers and you'll be able to claim around £200-£300 in compensation.
*source My brother who's a county court solicitor*

[StuartF_1781577]

Hi Daniel I have the same problem. Everything else on my Samsung Galaxy works, text internet connection etc but cannot make or receive phone calls or listen to voice mail as of 30/9/24. I've also searched the network checker. The only immediate solution seem be from the reports I.ve read with similar problems is to cancel my auto renew and hope to find another network provider.  

[Kyorin]

Same issue here. Galaxy S7 worked fine for years, suddenly stopped being able to make/recieve calls about a week ago (located in Essex). Everything else on the phone is working fine, can even use WhatsApp to make calls, and so although I'm connected to a strong 4G signal, no calls in or out. Even purchased a slightly newer phone, a Galaxy S8, but it's exactly the same. Good internet connectivity, but no calls in or out.

[MSF]

@Kyorin  Referring to the list that smarty published: https://help.smarty.co.uk/en/articles/8985136-checking-if-your-device-is-4g-volte-compatible

The S7 is listed as not compatible. The S8 is not mentioned, but there is a method to check explained.

[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 😊