[Network Issue] Service Update

[YulianK]

Update 09:00

Following an issue with our voice and text services yesterday, service has now been restored for the majority of our customers.

If anyone is still having issues, they should restart their device which should reconnect them to our network.

We apologise sincerely for the issues yesterday.

[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.

[Roger82]

Great suggestions, hope Smarty are reading these and acting on them, they certainly aren't replying to any that I've seen anyway.

To expand on your idea, they could even tell the person that's calling our numbers that the service is down and not let it ring a few times then go to mailbox ( looks like we rejecting the calls)

Cheers 

[Figull]

Please could more information be supplied regarding what the issue is and when it will be resolved.  I have not been able to to use voice services and call out all day. Very frustrating. Thank you

[Figull]

I still am not able to make calls and have no understanding of why or when the call service will be resumed. Please provide a more detailed update. Thank you

[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 ???

[bucklander]

Absolutely fed up with this network. I will be leaving ASAP .

[Roger82]

Me too mate, the data service has been **bleep**e the last month or 2 also with slow connection 

[Kaii]

Truth nukes, the most based weapon of mass destruction

Yes, this sucks

[caver]

I am not getting any Data on the 5G network, as well as no voice.  I have signal strength, but no data transfer at all.

[Philipl_2204522]

I’ve had no phone service since yesterday

[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