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[Network Issue] Service Update - Resolved

YulianK
SMARTY Community Manager SMARTY Community Manager
SMARTY Community Manager

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[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. Weโ€™re sorry for any inconvenience caused.

 


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.

313 REPLIES 313

GlynnPo_2848656
SMARTY Rookie
SMARTY Rookie

Currently not able to make or receive calls 

Having same problem in Tyne and Wear 

RobertH_2381685
SMARTY Pioneer
SMARTY Pioneer

Hi, my phone stopped making calls, but WiFi is fine, I am on the unlimited plan so I cannot understand why?

@RobertH_2381685 Three network is currently down.

RobertR_2061342
SMARTY Pioneer
SMARTY Pioneer
 

@RobertR_2061342 Three network is currently down.

Rosalie_2296576
SMARTY Rookie
SMARTY Rookie

Canโ€™t make or receive calls either

RayCunni_544989
SMARTY Rookie
SMARTY Rookie

It seems I cannot make outgoing calls. I need this to work please urgently

@RayCunni_544989  You are not writing directly to Smarty here - this is a community forum and we are customers like you. For that reason, we cannot fix anything.

It appears that Three network went down yesterday and then seems to have been fixed earlier today. However, it may be a possibility that bad weather has caused more problems.

leedorney
SMARTY Teamster
SMARTY Teamster

I can understand if 3/Smarty lose customers on this...

@leedorney But surely other networks occasionally will have an outage! Does everyone move networks then?

leedorney
SMARTY Teamster
SMARTY Teamster

Hi Msf - that's right they do once had a biggy with Giffgaff, so no one's perfect, I'm generalising - the only prob for me on Smarty is away from cities the signal ain't great and the sooner Vodafone & 3 getting the better imo ๐Ÿ‘

@leedorney  Be careful what you wish for !!!๐Ÿ˜ฑ

MandyBr_2207856
SMARTY Pioneer
SMARTY Pioneer

My phone still isnโ€™t receiving or making call.i need this sorting ASAP

I missed an important call.

 

Manchester area!

PerthSean
SMARTY Observer
SMARTY Observer

Wed 23rd Jan 2025: Unable to make or receive calls all day.
Rebooted phone several times
Enabled/disabled SIM several times
NO success.

Thu 24th Jan 2025: Able to make and receive calls again.

@PerthSean  Three network outage.

Luci_881273
SMARTY Pioneer
SMARTY Pioneer

I've been unable to make or receive calls since the 24th Jan. It is now the 27th. I have 2 medical conditions and the fact that none of my medical professional can reach me is becoming increasingly worrying. When will this be resolved? 

@Luci_881273  We are forum members and not Smarty staff, so we cannot answer directly.

A resolution depends upon the exact nature of the problem; is this a local mast issue?Are you able to make or receive calls away from your home? does the Network Status checker give any useful info? Do you have broadband to make calls via wifi calling (if your phone supports that)?

 

Pauline_1130616
SMARTY Pioneer
SMARTY Pioneer

I received a voicemail notification.Not showing any missed calls on my phone and it Definately didnโ€™t ring.It was an urgent call from school about an injury.Also just tried to make a call and got automated message saying I donโ€™t have access to that service

@Pauline_1130616  As customers like you, we cannot check your account or the system.

If you do not have a missed call showing, perhaps your phone was not in range of a signal and so the call went to voicemail. - something you cannot always avoid.

When calling some landline numbers, a number of us have had the same situation where we are told that we do not have access to that service. My experience is that this has happened when I call some numbers that are landlines, but operate via internet services (VoIP?). When I have called later, the call usually succeeds.

GemmaGr_1587895
SMARTY Pioneer
SMARTY Pioneer

I'm experiencing this almost 2 weeks later - what's going on???

@GemmaGr_1587895  Don't know. Have you tried a Network Status check for any local mast problems?

All was working fine before? - Not linked to 3G turn off and lack of compatibility with Smarty VoLTE protocol?

If nothing shows, you'll need a web chat with Smarty Support Team

Some fiddling has determind that when I have 5G Auto selected in 'Voice & Data' (in 'Mobile Data Options') that it won't make calls or receive them, changing to '5G On' or '4G' seems to work again. However I haven't changed the settings, it worked fine a few days ago and I fail to see why I can't leave the 5G Auto setting on, it makes no sense. I wasted SO much time on the Smarty Mobile chat feature only to be told that there team would look into it and would need 3-5 days to do this. I'm furious, they were quite happy to leave me unable to make or receive calls for the next few days. We don't have a landline - it doesn't make me feel safe at all. I'll be switching network provider I'm afraid. This whole 'ditch the customer service' approach needs to stop.

@GemmaGr_1587895 You can certainly get a network that has phone customer service - but you will pay for it. The Smarty offering is a 'no-frills' one nd they keep costs down by not having phone customer service, so they are unlikely to change that model I think.

A forum/support page for the phone manufacturer may throw more light on this problem for you - it may not be down to Smarty at all.

You also need to be certain that any network that you move to will definitely be able to sort all problems like this very quickly - I'm wondering how likely that may be.

MartinW_2656496
SMARTY Pioneer
SMARTY Pioneer

I cannot make or receive voice calls  - is the issue still not resolved?

 

MartinW_2656496
SMARTY Pioneer
SMARTY Pioneer

Is there still an issue? I've lost all voice services.

 

@MartinW_2656496  The national issue on there whole Three network was resolved.

Have you checked Network Status in your area?

I have checked and no problems. Any suggestions why Iโ€™m having problems with calls. Iโ€™ve been through all the suggested fixes on the phone.

@MartinW_2656496 Has your phone been working correctly since 3G was turned off?

MartinW_2656496
SMARTY Pioneer
SMARTY Pioneer

Stopped working about three days ago. Not sure when 3G  was switched off. Have checked phone this morning and managed to make a call but not receive one.

@MartinW_2656496 You have got the phone set to 4G or 5G or Auto?

Currently set to auto

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