[Network Issue] Service Update - Resolved

[YulianK]

Update 09:00

Following an issue with our voice and text services yesterday, service has now been restored for the majority of our customers.

If anyone is still having issues, they should restart their device which should reconnect them to our network.

We apologise sincerely for the issues yesterday.

[SIx]

Still no calls from my mobile in NW London 

[Sunnyvine]

I'm still having problems in West Birmingham (Friday afternoon) with my data since early yesterday morning. It seemed to recover late yesterday, but today its not stable. Tried everything. I've used the Smarty data sim for two years and never had a problem. Lack of accurate information is a big problem.

[MSF]

@Sunnyvine  The outage concerned voice calls. Have you completed a network status check for your postcode?

[Sunnyvine]

Just checked... the message for my postcode now says "We're fixing an issue in this area at the moment and aim to have things back up-and-running as soon as possible." ... strangely the two events must have happened at the same time. 

Thanks for your help. 🙂

[MSF]

@Sunnyvine  No problem! I think that the hot weather is making the rubber bands that power everything perish.

[DaveK]

Your apology would have more weight if you refunded for the time you were down.

[MSF]

@DaveK 

A. When do you think they would have had time to do that as it was only sorted for the majority yesterday?

B. If you lost one day of service, based upon a 30 day month and maximum £20 spend, you could maybe get 66pence as your entitlement.

[DaveK]

It's not up to me to think anything. And that is MY 66p

[MSF]

@DaveK  In my opinion, that's quite unreasonable.

Have you ever found a utility company that had a breakdown in service and was able to offer and complete a refund to probably over a million customers within one day.

As someone else pointed out, it actually was not a whole day, but 10.5hours, and your data was still working.

On some of the older plans, calls and texts are rated at £5.00 for the month with data as extra. On that basis, your entitlement would become £5 divided by 30 and divided by 24 and multiplied by 10.5......just over 7pence.

[DaveK]

It's still my 7p. Look your missing the point. Words are cheap!!!! Apologies don't hurt a company. I was years with giffgaff and not one problem like this. I only left as their prices went up. What was the chances that people lost money that day because they could not do business? A BIG CHANCE.  And 7p times the millions you mention, is a lot of money. Imagine that going to a charity.  

[Gav-Broon]

Many had no DATA service either, me included.

[MSF]

@DaveK  But who said that you won't get something? I am merely pointing out that you may not have a huge entitlement to compensation.

Again I ask, how do you expect compensation to be paid out, no matter how much, within a day or two?

[MSF]

@DaveK  Those who lost business cannot complain as it is against T&C's - non commercial use only is stated.

[DaveK]

God your hard work. I don't have to expect anything. Its 2025 they have systems in place to do these things. Life is short keep the **bleep** 7p 🙂 Take care. 

[MSF]

@DaveK I won't be keeping anything, because I don't work for them (thank goodness!).

Life is indeed short as you say; for that reason, I can't believe the fuss that so many people have kicked up about this episode. Stuff happens, but many people cannot accept that it seems.

Anyway, think of the surprise if you get more than 7p....happy days!!!😱

[DaveK]

Your apology would have more weight if we were refunded for the time you were down. 

[SIx]

Still having problems. Sitting next to my wife when calling her. No response my end yet ‘missed call’ appears on her phone

[MSF]

@SIx What does a network status check show? Yesterday, the update stated that the majority now had full service. Did you restart your device as recommended?

[AlbertQu_804937]

NOTE TRUE!!!!! I have not been able to use my phone for 3rd day running. I cannot make or receive calls. I have travelled from Suffolk, to London to Hampshire and Kent. Now I am informed I have almost used all my data allowance because I have to use Chat tools to make my calls. I have built mobile phone networks in 11 countries and in UK from 1G to 5G. I hate lies, falsehoods, misinformation!!! FIX IT or hire me to make a PROPER network

[MSF]

@AlbertQu_804937 Reply on your other post.

[JuditVin_541526]

Hi, still no network availability since Tuesday early morning (24 June 2025). Three has an issue in the area with the mast, it can take another week to repair. This is no acceptable, needs quick sorting out and compensation. I can't work and need to go away even to check network status or write this... 

[JAMESWA_1779412]

Hi still not able to make and receive calls 

[HelenHe_2128136]

I have a data only sim, I have restarted my TPLink router several times. I've had no service for two days now. I am a carer for my Mum and I can't log in to her cameras! How long is it going to be before this is fixed? Can't wait til I have home broadband and I can give up this contract! This happens so often. I will be leaving Google rviews and with Trust Pilot too. Naff service!

[MSF]

@HelenHe_2128136 Did you check the there is good coverage in your area and did you also do a network status check? You are using some device to get onto the internet to post- can you not log into those cameras via this device?

[HelenHe_2128136]

I checked the coverage, and usually it's very good. Network status said no issues. I was at my Mum's place using her internet at the time of posting comment! It's now back up and working, but Sky are coming on Thursday to fit cable broadband for £22 per month, so bye bye smarty!!!

[MSF]

@HelenHe_2128136 You have to be fair, Smarty do make it clear that mobile data is not a replacement for broadband.

[HelenHe_2128136]

I am fair. To be a "replacement" you'd have to have it in the first place, which I never did...

[MSF]

@HelenHe_2128136 OK - semantics - a viable alternative.

[HelenHe_2128136]

I did not have an alternative at the time! Stop being a bully and go have a **bleep**, or a coffee, or whatever it is you need, and stop taking it out on me! Another reason to get rid of smarty.....

[MSF]

@HelenHe_2128136 When all else fails, resort to words that get bleeped out....a class act!!

"Bullying"...let's pull a few more words from the air shall we? It's called fair comment in grown-up circles. I asked a few questions at first to see if I could help you followed up by a comment that they are3 not claiming to provide broadband quality signal. Strictly speaking, you started with the aggressive comments (that required the bleep).

I hope your new network is all you hope it will be. Look on the bright side....you weren't trapped in a long contract with something that happens not to work well where you are.

[Colin_499745]

Still can't get voice signal, reset my phone several times. The problem HAS NOT been resolved in the Yorkshire/Lancashire area.

It doesn't help that you CAN'T SPEAKT ANYONE!!

[MSF]

@Colin_499745 The update from this morning mentions that service has been restored for the MAJORITY of customers, but that does not mean all from what you say.

You can web chat with Smarty Support, but they are probably inundated with similar.

[Colin_499745]

I'm trying that now, but after 30 mins still no reply to my chat...

[Colin_499745]

Guess it's no coincidence that the Vodafone/3 merger was started at the beginning of this month 🤔

[MSF]

@Colin_499745 I don't see how the merger is linked here.

Your 30min + wait indicates that they are busy. You can easily see how many 'keyboard warriors' were complaining loudly (lots of "bleep" words 🙄) in other threads on the Forum and I should imagine that plenty of them and a load of others are onto the web chat.

[JamesFo_3382410]

Just renewed yesterday I have nothing nada viltch,tried everything,and getting sick of it,why is the SIM off? Worked fine before then renew then SIM not working if i have nothing by tomorrow I need the £20 back and I'll go with someone else or get my internet switched on again.sick of this smarty SIM even when it worked it would switch off.

[HelenHe_2128136]

Yup, mine renewed a couple of days ago now. No service since they took my money! It happens so often down here in Devon, as in every couple of weeks. It's naff.

Roll on the 3rd when I get cable broadband put in at home and I can do a fingered salute to Smarty! 

[AlanCha_3432519]

Are your calls working this morning ?

[Network Issue] Service Update - SMARTY Community