[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]

@Geoffre_3139434   https://community.smarty.co.uk/t5/chats-hacks/network-issue-service-update/td-p/55055 

[Wana5354]

Hi, I am based in Nottinghamshire and have been impacted by the network outage.  incoming and outgoing voice services outage. Can't retrieve voice mails. Am I in the affected area?

Thanks.

[MSF]

@Wana5354 It is a national issue.

[Wana5354]

Thank you.

[Jeanett_3339664]

Missing important calls from my Doctor... When will this be fixed??? Not safe at all!

[MSF]

@Jeanett_3339664 We do not know. The thread will be updated when they do know.

Do you know of any service that is 100% reliable for 100% of the time? Never had a power cut? Never had a car break down? Unfortunately, they cannot guarantee that things will never break down.

[Jeanett_3339664]

I'm 72 and not used to this....

[MSF]

@Jeanett_3339664  I am older than you, but service failures have no respect for age ☹️

[Jeanett_3339664]

I'm afraid... sorry...

[MSF]

@Jeanett_3339664 I would suggest that a landline could be the answer....but I know that they often break down for days on end (personal experience) and can be wickedly expensive.

Nw, when we were kids, not many people had a phone but then things were not so reliant on that type of communication. Progress????

[Roger82]

I thought WiFi calling was for times such as this?

Absolutely ridiculous service, last straw for me, 5 year customer next week and I'm gone baby

[Wana5354]

I have tried to make calls with the WiFi calling enabled but that does not work.

[MSF]

@Roger82 If the whole call system is down, I'm not sure that wifi calling helps as it needs to move back to mobile calling at some stage within the system.

[Roger82]

Hi,

I'm in Newport, South Wales and seem to be out of service all day, I've applied for multiple jobs over the last week and have been in contact with a few future possible employers, the issue today has been I've received 7 text nnnnñññ.saying I've got voicemail but then can't even access the **bleep** voicemail to see who has called me ( no missed calls are coming up with names or numbers) . 

I've obviously restarted the phone multiple times to no avail .. 

Can someone tell **bleep** is going on?

Thanks and regards 

Roger

[MSF]

@Roger82  The top post in this thread explains. They will update it when they have information.

[RGILL2]

I have been unable to make any calls since this morning..please can someone advice if there are any issues and when will they be resolved?

[Reynald_2993754]

Any update on the voice issue, this is disaster I cannot contact anyone and they cannot contact me also????

[KaiNorm_1133654]

Currently experiencing the call issue now also experiencing a data network issue I work on the road and am struggling to load things in areas with full 4G and 5G coverage 

[T70MSG]

Hi are SMS impacted as well. imessage works but sending a text fails all the time?

[MarcoLam86]

Casey said just Voice calls are still impacted. However, SMS service still not working. Because I need to receive SMS to log into other systems.

[GaryAng_1062774]

My phone is not able to call anyone and does not receive calls either.

[EmilyCusse12]

I am not able to place or receive any calls 

[MSF]

@GaryAng_1062774 There is  system outage for voice calls.

[PeterCl_2762454]

No voice service all morning. Any idea when this will be fixed?

[MSF]

@PeterCl_2762454 There is a thread being updated by the Smarty Community Manager.

[EllieLa_1300648]

Currently unable to make or receive calls in Liverpool area.

[ScottBu_3389101]

When is it i will be able to ring out an recieve callls. Im a new customer an this is unacceptable. I need to make urgent calls. Surely this has to be resolved asap

[allango_2880089]

Wirral no calls allowed

[Leman1]

No update for two hours, What's the current situation..have you any further information?

[Heather_2877547]

Trying to make outgoing phone calls and there is an error tone and 'couldn't connect' in red? I pay by direct debit and have only used 11 minutes in call time. I also have 3 out of 4 bars of signal - I'm not on flight mode! How to fix? Thanks ☺️

[MSF]

@Heather_2877547 Network voice call outage currently

[Heather_2877547]

Thank you, sorry I couldn't find any notification of this at time of posting. Text aren't sending or being received either 😔

[LakhvirB_532990]

Hello my name Mr bath I have problem with  network  I can’t call or receive call   Can you help me pls

[StevenS_2829115]

It’s a android Samsung.

[gemmara_3177646]

I am having issues receiving and making calls everything worked yesterday on 24th June 2025 but today 25th June 2025 I can’t receive or make calls 

[KevinHi_3089228]

WHY ARE WE NOT TOLD EXACTLY WHAT THE PROBLEM IS ???   MORE INFORMATION IS REQUIRED AND NEEDED BY ALL YOUR CUSTOMERS , EVEN IF IT IS TECHNICAL, A MORE IN DEPTH DESCRIPTION OF THE PROBLEMS IS NEEDED !!!!    WE CANT COMMUNICATE WITH FRIENDS FAMILY DOCTORS HOSPITALS 999 CALLS JUST TO NAME A FEW , OUR SOCIETY IS AT SERIOUS RISK OF COLLAPSE  DUE TO THESE OUTAGES OF AN ESSENTIAL  SERVICE ???

[DaveK]

I cannot make a voice call which is not acceptable in this day and age. What are you doing Smarty!  

[EnricoR_3418191]

This seems to happen to my wife who is on the Three network like Smarty. 
Is it a Network issue?

[GregDes_1386026]

I need my phone working as waiting to go in to hospital for heart operation on Friday and the hospital cant reach me 

[Frustrated25Jun]

Dear Smarty,

I only learned of your outage issue after many failed call attempts and several mobile and router re-sets.

Surely it would be good old fashioned customer service to text ALL customers as this function continues to work.  Then once again when the service returns to normal.

This would keep everyone up-to-date and reduce the amount of keyboard warriors such an unfortunate situation brings to the fore.

Many thanks in advance for such a sensible proactive approach.  Maybe a review of your internal procedures wouldn't come amiss.  Thank you.