[Network Issue] Service Update

[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.

[RobertR_2061342]

when did the problems start please? I have text notifications of voicemail but can't access voice mailbox or connect to anybody by phone! 

[GreatMarko]

Around 1pm is when people started reporting issues

[RobertR_2061342]

when will it be resolved?

[BreandanM_20043]

I have exactly this as well. 

[Raminde_2567825]

Me too.

Still unable to make or receive voice calls. 

I'm in London,  EN4

[Michael_1880767]

It’s been about 10 hours now. Any progress?

[GreatMarko]

Are emergency calls to 999 affected during this outage? I see people reporting that they can't make non-emergency calls to 101/111

[HectortheKat]

cant sign into the Smarty App either as that looks down - Three is also down 

[JamesWa_2145165]

It has been at least 3 days for me not being able to make or receive calls.  Until now I thought my new mobile phone was faulty, but having tried a Tesco (O2 network) sim which worked perfectly, I now realise it is the Three network that is the problem.

[SmartyTrousers]

@JamesWa_2145165  If it's been 3 days then that's a separate issue to this.

[leedorney]

My number isnt able to be called, like it's not like im on the phone all day but being able to  be called is helpful lol

[Concept2]

Is this geographic?  I am Midlands and can’t make or receive calls.   I was ported in last week so concerned it may be linked to that.     Data seems ok.

[GreatMarko]

No, it's national

[AndrewE_2318483]

South Bucks - last few hours only data , voicemail building up, can't access it or calls in and out. Hopefully they'll fix it soon. 

[UrsulaVG]

I'm in Lancashire and my calls aren't working either; nor are my husband's on the same network.  We have been with Smarty a few months, so we aren't new customers.

[EmmaKell_135322]

I’m in Lancashire too…. Both myself and my husband can’t make or recieve calls

[johnnyv_2174038]

Well it would be nice to be notified when there are issues 

[SmartyTrousers]

You just have been.

[danield_2157630]

Can't make or receive calls either since about 13:30 today here in TQ (South Devon)... Had friend test my mobile, kept ringing and didn't go to answerphone... not that i can pick up messages currently.. but can make & receive calls via Whatsapp... this is not great for my business.   

[leedorney]

Downdetector is reporting 3 is down... So I think that'll be nationally tho have still got data 🤔 started about 1.30pm can't upload a picture on here the mobile community site 👍

[Unhappycustom]

No service in Bradford we need financial compensation as paying £8 for no call options is bad today no ans about it at all

[SmartyTrousers]

So if you're paying £8 a month, that works out at around 26p per day.

Assuming this issue gets resolved today, you will have had no calling for a maximum period of half a day, so I make that 13p worth of service you'll have missed out on.

But that 13p also covers providing text and data facilities to you, which are still working. So let's say 1/3 of that pays for your facility to make and receive calls. I make that around 4.3p.

What would you do with your compo? Speed boat? Holiday of a lifetime? Or just invest it in a high interest savings account?

[JohnS_2237848]

It's not just the bare monetary value. It is the poor standard of communication, the fact I haven't been able to reach certain people, call my bank, etc. It is a broader inconvenience. Think about it - some people have reported missing calls from their doctors. Hardly an area for smug 'humour'. 

[SmartyTrousers]

Yep, I get all that, but my reply was to someone who sounded more concerned with financial compensation, rather than any inconvenience the issue was causing them, hence the flippant nature of it.

I don't for one minute doubt the impact the issue will have had on some customers, including those waiting for a call from the doctor. Unfortunately, technology isn't perfect, and things will go wrong from time to time, despite best efforts to have a robust system in place.

Other than perhaps putting a notice on the Smarty homepage, I'm not sure what more people were expecting in terms of communication from Smarty. They put a notice on this forum, which is the first place I'd think to look.

I did see some people asking for estimated timescales for a fix, but as someone who works in tech myself, it's sometimes the case that you're not really going to know how long it's going to take until you're almost done resolving it.

I also saw someone suggest Smarty should have texted customers to let them know about the issue, but I'm not sure flooding the network's text messaging system with 10.5 million messages, at a time when calling is already broken, is a good idea.

[Unhappycustom]

Ok in technology industry, business learn from mistakes. Not to happen twice, this will have cost them a lot of inconvenience and would not be supprised if over the next few days a lot of customers leave and do not monthly renew. This is what makes business stand up and communicate better next time. As communication is king. I just googled I phone not making calls and smarty luckily his came up. As tried flight mode five times.

[Unhappycustom]

100% agree, comedy had a time and place 

at least could make call to contacts on WhatsApp  as backup 

[Unhappycustom]

I will message customer services  on the app on the chat facility 

ok fair point if you don’t ask you won’t get

pennies make pounds. If three vodaphone merger goes ahead us customers like smarty and more will be affected ageain.

why couldn’t an email be sent to us all from smarty there is no excuse as some people need emergency use of calls.

[SmartyTrousers]

True, they could have sent an email. It wouldn't have changed the fact that calls would still be broken, though, email or no email.

[RobertR_2061342]

sounds rather larger than a "small percentage of customers" https://www.techradar.com/news/live/three-uk-down-january-2025

[AdrianMa_908057]

I have been unable to use my phone since 13:00 today in Gloucester.  When will it be fixed?

[AdrianMa_908057]

I have been unable to use my phone since 13:00 today in Gloucester.  When will it be fixed

[Mohammed_601107]

How long this take quite while ago we can’t make and receive voice calls 

[MSF]

@Mohammed_601107 @AdrianMa_908057  As it is down to Three network, Smarty staff and members here are unlikely to know.

[DebbieA_1099687]

Down in TQ area since this afternoon. 

[Baz321]

I still have no service its been over 18 hours now and its starting to get annoying as people cant get in touch with me as the data services are affected most of the time aswell.

[SmartyTrousers]

That must be a separate issue to this.. this started around 1-2pm today.

[Baz321]

When is this goung to be resolved?

[ronfenn_1532670]

Thank you Yuliana 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.

[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