[Network Issue] Service Update - Resolved

[YulianK]

[UPDATE]

Following an issue affecting voice calls yesterday, services have almost returned to normal overnight. We continue to monitor and review all services throughout today to ensure full stability.

We kindly ask that you only contact us if your issue is urgent, as our support team continue to handle a high volume of enquiries. Check our social channels for updates. We’re sorry for any inconvenience caused.

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We are aware of an issue affecting a small percentage of voice services, are team are working hard to fix this as soon as possible. We are really sorry for any inconvenience caused.

Data services are unaffected, please bear with us.

[REBECCA100]

Yes they should compensate us because we are paying for a service and not getting any at the moment. I have a strange feeling they are going to loose some of there costomers because like you said your disabled so is my husband and we need communication that's reliable 

[Jan]

As a fairly new smarty user via the 3 network, I am wondering is this ongoing network problem down to the merger with Vodafone which is to begin the 1st half of 2025.

[WelshPaul]

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@Jan wrote:

I am wondering is this ongoing network problem down to the merger with Vodafone which is to begin the 1st half of 2025.

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6 days ago Three announced they were replacing their Microsoft slash Nokia core with Ericsson. I guess something went wrong!

[EthanielUK]

I have been in chat for four hours waiting for someone to reply as to what the hell is going on with my service.  Most importantly 

https://www.techradar.com/news/live/three-uk-down-january-2025

https://www.bbc.co.uk/news/articles/cpdx1l755wdo

Why havent we been told about the weather warning thats meant to pop up on our phones?

i have been disconnected since 1pm roughly so what are you going to do about this. 

[JohnKin_1803824]

Doubt it weather related sounds like cop out to me first time this has happened to , , has some rookie engineerine mest up?

[JohnKin_1803824]

Not been able to phone anyone or network since earlier today no voimail but can use hotspot I don't watch terrestrial Freeview it sucks for most part ,my concern is my 82 blind mother who I can't contact , text seem to get through but not had any reply it's so frustrating, when will it be fixed?

[Greenyellow]

Why is my phone not working? I've not had any calls since this morning, and I can't make any.  How long is it going to last?  Can't get on app. Website says it's affecting a small number of users but I have moved around a lot today and phone hasn't worked anywhere. This is not good.

[JohnKin_1803824]

Still can't phone or receive, even voicemail,data fine though?

[Unhappycustom]

Team@support.smarty.co.uk

email sent for two days refund as not working second day 

as inconvenience 

[GreatMarko]

Still partially down for me this morning - whilst I can now call another Smarty mobile, if I try and call a landline I get a repeating "sorry you've not been given access to this service" automated message.

[Teddy1976]

Tip for iPhone users…. Incoming calls can be forwarded. Settings>Apps>phone>call forwarding. 

[Kenneth_1450741]

I think it's hardly 'a small percentage'!

Also, the outage (Warwick area) has been for at least TEN hours and without anything like any helpful , or reassuring communications. Hopeless! 

[MatthewB_931214]

• We should all be compensated. This is disgusting in this day & age!

[Accr220477]

I’m still unable to make or receive calls.Manchester 

[MatthewB_931214]

• This is disgusting as I’m still affected - We should be compensated!

[StephenC_982864]

So when is it getting sorted it’s been nearly 10 hours 

[Stephen_1601315]

Please note I have no voice service still since midday today.

[PaulStu_2924337]

I activated a new Sim this evening, have data but no phone. Assumed I had done something wrong, but looks like I'm in the same boat as everyone else. Smarty say its a small % of customers.  Does anyone have phone access?

[Elizabe_2454029]

Are your teams working hard or is it our teams are working hard? 

[PaulHorn_590989]

I understand sometimes issues can happen, but it would have been nice to have received a text message saying that  they were having difficulties. I couldn't use the Smarty app either so I wasn't sure if it was just me that had the problem until I've been able to log on here and see that it's affecting many of us 

[Gray]

No incoming or outgoing calls here in West Bromwich since around 1pm today.  Text and data seems ok though.  Thank goodness we have Whatsapp to keep connected with friends and family.

[DawnMac_2465946]

Any update please I still cannot make or receive calls 

[DarrenN_2254300]

There’s nothing very smarty about not being able to use your mobile phone when you need to make a call. A simple text message to your customers would resolve this by saying we’ve got issues and we’re sorry unfortunately you’re a disgrace you’re an embarrassment and you don’t care about your customers

[Silly_Selly13]

In Suffolk and have had no network since 1.30pm, expecting a call from my son's nursery and call forwarding is not working. 

[DarrenN_2254300]

The way I see it smarter is not very smarty if you can’t make calls on a mobile phone device what smart about that? How about sending everybody a text explaining that you’ve got issues rather than leaving it until you try to make a call disgraceful unprofessional obviously no consideration for your customers

[chrisac_2385791]

I can’t make any phone calls out . I hope I get a refund as paying for service I can’t use !!!!

[Unhappycustom]

Message on the app chat and ask for it 

[MSF]

@Unhappycustom @chrisac_2385791  One day = maximum 65p if you buy the £20 plan over 31 days

[Unhappycustom]

True Yorkshire , stingy, Tight with money, next time I am at the sea side amusement arcades. I can take my £8 for 80gb, two days compensation refund amount , £8 / 30 days=£0.267/day = 0.27 pennies times x 2 days= Grand total of 0.54p 

so I can get the copper coins in and hopefully have fun and if any wins that’s a bonus!

[MSF]

@Unhappycustom Ey-up lad that's reet grand !!!

Does tha' not git 10% discount by puttin' t'sim in a group wi' uthers??

Now that wud be true savin' me duck!!!

[Unhappycustom]

Well I need lebara as thatch cheap as chips for parents when roaming in india

Wots 4 tea 🫖 

don’t forget them biccies!

[MSF]

@Unhappycustom Good to see that you do things proper!!!

[Unhappycustom]

Message the chat on the app and ask for refund for 24 hour period etc 

[NickRee_2605579]

Also having issues, and my son and partner are on ID mobile and they are affected too.

Seems like it's more widespread and perhaps linked to the three network rather than a smarty issue.

[Stephen_2584753]

This is ridiculous now,it's 8.30pm now and it's still down in Glasgow since about 2pm,

[Barbara_2988586]

when wil this be resolved? I have been unable to speak to my GP today about an emergency 

[Przemysl]

Same in Glasgow, it's shocking that Smarty didn't provide any updates! No calls in or out! **bleep**?

[EthanielUK]

Im South Wales Swansea and havent been able to make any calls also from my mobile. text works, internet works but no voice just to let u know

[ronfenn_1532670]

Thank you YulianK for being open, i continue to suffer missed voice calls and am unable to make voice calls, why is the outage not manifested clearly within the Dashboard and secondly, can you text me when service is eventually restored pls.