[Network Issue] Service Update

[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.

[TingNg_2490052]

I am in the city centre. Both of my sim cards are not working. No reception nor connection at all. Please help

[Trilby]

No service in SE18 at the moment. Any updates?

[AntonB]

Reception still very poor in Liverpool L15. No calls, texts arrive after 40 minutes, data sometimes works, but tethering doesn't

[AdrianP_2529966]

I have no service at all, my wife sat next to me has 5G. How can this be?

[ChunLam_1900828]

Still haven't had any network connection in BS20

[AdrianP_2529966]

I have no service at all, my wife is sat next to me with 5G, how can this be?

[MSF]

@AdrianP_2529966 But has your wife actually tried to use it?

[AdrianP_2529966]

Yes.. Without issue...

[stuck_188361]

Literally stuck in the middle of London unable to get the tube or an Uber, hoping this gets sorted soon, there's only so long I can shelter in a pub before I'm unable to walk home either 😂

[MSF]

@stuck_188361 Can you use good old fashioned currency or a plastic credit/debit card to pay?

[Snowman]

No network in Reading. RG1.

[mettz]

NW2 nothing is working. can receive and make calls/messages only on wifi. fix this ffs

[Richard_2479873]

Outage again on the 10thFeb2024. Since joining I have had more outages than inages, down detector shows 450+ reports, when can we expect compensation for non delivery of services?

[mettz]

NW2 nothing is working. phone calls and messages only on wifi. fix this.

[AdamMyat_940554]

I've had no service since 8am this morning.... Smarty network coverage saying no issues reported ? WS6 postcode 

[Richard_2479873]

Their bad, the network outage indicator is only for local masts, when the entire network is down, it very helpfully tells you no issues!

[Richard_2479873]

Is this a complete UK wise Smarty network failure or localised?

How about an update for your customers, remember the ones that without you don't have a business!

[RichardT_649169]

No network available. How long to resolve please? This is becoming a recurring problem. Not impressed so I’m considering a new provider. 

[MSF]

But will you find one that guarantees 100% service?

[PhilipL_2247255]

An update would be welcome. No response after posting 3 hours ago (reply normally within 1 hour) It’s not good, I need my phone for my work this evening

[JasonMor_105741]

Terrible time to be affected, as I have missed several calls from hospital here in Plymouth, where Dr wanted to discuss signing a DNR for my mother. Only found out when a relative visited, and rushed home to let me know. Feeling really let down at this most difficult time.

[AntonyJ_2102984]

Restarted phone and connection was gone. Girlfriend has the same setup and was still connected. Seems if your connected still youre ok, but if your lose connection you cant get it back after.

[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.

[MatthewI_858214]

Hello and thanks for the information / update. 

May I ask would this effect personal hotspot also ?

[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

[ElliotA_1809361]

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

[Brendan_1915581]

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

[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

[Natalie_2037612]

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. 

[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?

[GeorgeV_1644398]

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

[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. 

[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!

[Brendan_1915581]

You are not alone- 

[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.