[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.

[MSF]

@PaulHod_2675785  Seems to be working for my phone and my wife's phone now.

[SarahHo_2380264]

No calls here either but apparently the issue with Three is solved.

[MSF]

@SarahHo_2380264 Service seems OK in NE Essex right now.

[Tara_74]

Today I have had text saying I've missed 3 calls from my doctors but my phone didn't even ring. When I tried to call out it kept cutting it off or was silent. I restarted my phone n got same issue. I'm not able to make or receive calls but everything else is working fine.. what is going on n when will this be resolved as I have very important calls n phone appointments that I can't miss due to severe health issues..I need to be able to receive calls as a matter of urgency.. wen will this be resolved..?

[LAWRENC_2490767]

Got the same problem. It's rubbish!

[MSF]

@LAWRENC_2490767 @Tara_74 It seems that the outage has now been fixed on Three network.

[SoniaHi_3006888]

Still can’t call or receive on smarty 

[MSF]

@SoniaHi_3006888  https://www.techradar.com/news/live/three-uk-down-january-2025

[ChrisWo_2551807]

Would have been nice to receive a message saying you've network issues with voice calls and when it was fixed.  

[RolandW_1144382]

Couldn’t make or receive calls all of yesterday. 
Compensation should be given to those affected by this outage. 

[MSF]

@RolandW_1144382  Based on paying a maximum of £20 for the month, that would equate to about 65p.

How would they know exactly who was affected? If you were outside the UK for example?

[leedorney]

Calls connecting to me - voicemail not activating but does work if I blank the call 🤔 can also make a call 🙃

[JohnSta_2980818]

This seems to be a regular thing with Three network, it's making me rethink my next provider, it's a shame as Smarty is a decent company.

[MSF]

@JohnSta_2980818  A regular thing? Not in my area, fortunately. I think this is the first outage in a few years around here.

[JohnSta_2980818]

I think this would be the third time in the last few months, previous two occasions I was with ID mobile (who also use 3) and I lost mobile data as well.

I'm in Lanarkshire, fair play if you find the coverage in your area ok, I've also noticed the coverage is poor/non existent in the Argyle and Bute area on a recent stopover, different strokes I guess 👍

[Tara_74]

I am still not able to receive or make calls. This is really annoying as I have now missed urgent appointment calls from my doctors n housing.. its saying I've missed calls but yet they haven't even got through to my phone n I can't access my voicemail either.. plz hurry getting this sorted cos it is now become a very bad problem for me 

[MSF]

@Tara_74  Not sure if you know, but you are not writing directly to smarty here - we are members like you.

Until you know what has gone wrong, it may be quite difficult to fix it.

On top of that, there is some very bad weather that may have knocked out service in some areas.

[DanielHo_708925]

Still no network since just after 1pm yesterday. Was able to receive one voicemail message around 6:50am today (Friday) then stopped working again 🤬

[ChrisBe_1114299]

Hello still can’t ring out or receive phone calls it’s 22.28 can only text 

[ChrisBe_1114299]

In Slough 

[FionaGr_2857285]

Both mine and my dogs phones are the same. Any idea what's going on. He's away abroad at the weekend so it's a worry. 

[GaryCoy_2220729]

I live in Northern Ireland and cannot make or receive calls since around lunchtime today (23rd Jan 25). I can send and receive texts ok but not calls. Only on two occasions did I manage to call out, the others failed. Checked and double checked all DND settings, call forwarding etc and all appears in order, phone restarted also.

[MSF]

@JoanneR_2890580 @EmmaKell_135322 There has been an outage on Three network reported on the forum.

[MSF]

@REBECCA100  Unfortunately, I do not think that you will get any mobile network that can offer a 100% guarantee of service. You could also have a landline, but they also fail at times.

Things do break sometimes.

[KarenPr_2938396]

Carnt call out or receive calls

[MarkHain_128724]

An announcement saying the network has issues would have been useful and a follow up saving its now fix but sadly no such message has been sent out, which is inexcusable. 

[william_2951187]

Can't phone

[Stephen_1601315]

Please note that I am unable to call or receive calls in PO41 0XD on my iPhone since midday today. The time is now 10.30pm.

[MSF]

@Stephen_1601315 It seems that the outage has now been fixed on Three network.

[AndrewC_2855649]

I can't make calls or receive them any suggestions 

[GreatMarko]

See: https://community.smarty.co.uk/t5/chats-hacks/network-issue-service-update/td-p/42369

[MSF]

@AndrewC_2855649 Three network is currently down.

[DerekFra_200147]

FALKIRK town centre has ZERO signal for the last week.

3 Network engineers are trying to resolve issues.

SMARTY customer service will NOT refund for this loss.

So, as a 4 sim customer, im expected to pay for a service I cannot access.

CS sucks, as does the network.

[Jamie]

Surly this would be very interesting to trading standards - charging for a service that isn't being delivered?

[MSF]

@Jamie Only on one mast though? Doesn't mean that service is not being delivered in totality. Also covered by T&C's

[NRJ]

Loss of service in Wandsworth today. Smarty saying that "there might be a network problem"..well, there seems to be a problem.

[NRJ]

Loss of network in Wandsworth London today...anywhere else?

[MSF]

@NRJ Three network is currently down.

[GordonW_2183244]

Hello,

I have an “unlimited sim plan” which which I have had for around 18 months. I was trying to make a couple of telephone calls today and on both calls I got the message “server unreachable” after about 1 minute and the call disconnected with no ring tone. I know your 3G network was switched off earlier this year and I am using your SIM card in a “moto g8 power lite” mobile, can you please confirm if this model of mobile is no longer compatible with your network (I notice your parent company is three network). This mobile model is 4G compatible, I reset the network settings, but this made no difference, however I also have an O2 payg SIM and I tried this in this same mobile and this made both calls with no problem over the O2 4G network, so I do not believe the mobile is at fault. So I am simply looking for clarification if this model of mobile simply is no-longer/not compatible with my Smarty SIM card.

Thanks

Regards

Gordon