[Network Issue] Service Update

[YulianK]

Update 18:00

We’re continuing to investigate an issue affecting voice services on our network.

Data services remain unaffected, so customers can make calls using third-party messaging apps.

A small number of text messages are also impacted. We understand how frustrating this is and sincerely apologise for the inconvenience caused.

[MSF]

@Philipl_2204522 Because there is a network outage for voice calls.

[Philipl_2204522]

I’ve checked phone signal in area, No issues found but I still can’t phone out or receive calls in.

[MSF]

@Philipl_2204522  please see: https://community.smarty.co.uk/t5/chats-hacks/network-issue-service-update/td-p/55055 

[GarryRa_3402074]

So whats the point of wifi calling? i cant even use that.

[MSF]

@GarryRa_3402074 But the call ultimately goes through the voice call system...which isn't working.

[Christop_257133]

Some of us need to make and revive calls with organisations that don't use 3rd party apps for communicating. An accurate estimate of when voice service will be back up and running would be appreciated.

[MSF]

@Christop_257133 If they don't necessarily know what has caused the fault, perhaps they cannot accurately assess when it will be fixed.

[Christop_257133]

You think?

[Mariusz_3360347]

SORRY MEANS NOTHING 

[MSF]

@Mariusz_3360347  What else do you want them to say?

Currently we do not know what the fault is - it may be that Smarty do not know either and so the best they can do is apologise upfront.

Things break - it's a fact of life!

[Mariusz_3360347]

For example, that they are taking responsibility and the next bill will be reduced, because they do not provide the services I paid for.

It is their responsibility to keep the service running and be ready to fix it in a moment if there is a problem.

I am losing money because I cannot call customers, they cannot call me and no one cares that it is not my fault.

[MSF]

@Mariusz_3360347 

A. The maximum compensation for a day's loss would be about 65pence based on a £20 plan with 31 days in the month.

B. Smarty T&C's specifically state that it is for non-commercial purposes.

C. They do not and cannot guarantee 100% service - nobody can.

[Mariusz_3360347]

It looks like Smarty Guru is a Smarty Employe.
Why are you responding if the lack of service doesn't bother you?
It's not about the amount of money they give away but about the fact.

[JuliaGr_1771009]

I just received t test to say I have a voicemail, but when I dial my voice mail its either line busy or its a silent voicemail. Is there an issue with voicemail at the moment. It normally work just fine but today when I am awaiting a call it seems not to be working

[MSF]

@JuliaGr_1771009  You are trying to call the Voicemail number - this is effectively a voice call and that system is currently down as pointed out.

[KevinMe_1088655]

I have been with Smarty a few years and never had an issue.

However, today I am not able to make a call, the call screen comes up like its trying to connect but doesn't go through.  When people try to call me the same thing happens, it looks like it attempting to connect but doesn't.

I can use watsapp for calls and messages and i can use normal text messaging its just calls.

I have restarted the phone, removed and reinserted the sim, updated the network settings and still not working.

[Sehnsucht]

You've replied to a message which states "We are continuing to experience issues with voice services " with "I am not able to make a call".    Why?

[Nick1955]

Happening to often is this because of the merger with Vodafone? 

[MSF]

@Nick1955 Never happened to me in the few years I have been with them.

[Christo_1359879]

Smarty service has become farcical. It's a regular occurrence of missed calls because even though it looks like you have a good signal, voice calls cannot be made or received.  This also happened last week and I managed to resolve it by toggling the airplane mode.  I had the phone right in front of me and missed two calls, one of which was from my hospital.  The call went straight to voicemail.  Not that I could access voicemail because voice calls were unavailable. 

But today, it's a total outage.  No notification from Smarty themselves or a banner on their website.  I've only found out by reading the forums.  It's not good enough. Today I have a GP phone call at 14:00 which was booked over three weeks ago and now it looks like I will miss it through no fault of my own. 

Are we going to get compensation for this?  This happened a few months ago as well and there was not a peep or apology from Smarty.  Shambolic to say the least. 

[Sehnsucht]

"This happened a few months ago as well and there was not a peep or apology from Smarty. Shambolic to say the least."
They said sorry in the message you're replying to.  And it's Three who has the problem, so you'd be in exactly the same position if you had a contract directly with them.  Perhaps you can point me at a network which never has problems - it'd be great, wouldn't it but I don't think one exists.

[Brunog_2891034]

Is this affecting voice over IP also? Can't seem to makes voice calls over my network anymore!

[DioneBa_3376718]

Using WhatsApp and other apps isn't helpful when you're trying to make a call to someone who doesn't use this. Maybe sending people a text to advise there's an issue given it's not obvious there's an issue until you try to make a call?

Seems like it's an ongoing issue, if it continues to happen I'll have no choice but to try elsewhere 

[MSF]

@DioneBa_3376718 First time I've seen this type of outage in  few years of being  customer.

All networks have a problem at some time or other.

[Shannon-_268518]

I agree. It’s not helpful to try to realise this on your own. Especially on a day where you have very important calls to make. I can’t believe it’s taking this long to fix. I will have to look for provider elsewhere because this ridiculous 

[AndrewH_2086959]

I am using an iPhone 13 pro max and there is no dial tone and when people call I cannot tell that they have called

[GaryNow_2726104]

Please can somebody tell me why I can’t call out and I’m not receiving calls through the network 

thank you 

[Mariusz_3360347]

we all want to know that

[SallyG_1954502]

Is there an issue with getting through to voicemail? I don't even hear a dialing - it says calling but that's it, nothing else?

[MightMat007]

I've been with Smarty for a few months now and not had a signle issue, then today i suddenly can not make or receive phone calls, when trying to make an outgoing one it just sayd "dialing" constantly and then if i try calling the number it will ring but nothing shows up on the phone as an incoming call.

Data and texting works fine though.

I've reset the phone, reset the connections, switched sim positions and even tried the sim in another device and all exactly the same.

any ideas or assistance will be greatly appreciated

[Alex570996]

What's the point of having a Network Status Checker page that returns a "Our system hasn't reported any network issues" message, when you have clearly acknowledged in this support thread that there is a known issue? Smarty need to update their processes.

[Mariusz_3360347]

indeed

[jonous101]

Is anyone having issues? I've got 5g and a good signal but when i try to make a call its just silence. Been on smarty with this phone for nearly 2yrs. Texts are coming through and internet is fine. Based in S Yorks. Thanks

[HelenKe_3123973]

Same issue in Middlesbrough

[Horsetags]

Same here in barnsley

[Lee_41]

Same here too, in Saddleworth.  Looks like a network issue. And right on the day I've got my car in for a service and expecting a call when it's done!

[Lee_41]

Yep, same issue here too, Saddleworth

[Mariusz_3360347]

Same problem in SE London call doesn't work at all.
Smarty support doesn't exist