[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.

[Trevill_1482080]

Thank you for letting me know 

[Ejovwok_1340304]

When will it be back?

[HectortheKat]

I can do everything else just cant receive or make calls - internet and texts fine - if I call my number from another number it contacts but my phone doesnt respond - also odd wont let me sign into the Smarty App but the rest of my APPs all ok 

[AndrewE_2318483]

Same here - errrr ! Voicemail building up and can't retrieve them. 

[KeithWa_1888379]

Do we get any refund for not being able to make/receive calls withnetwork being down? 

[Terence_1119662]

it has been like this on & off for the last week & thinking of moving elsewhere 

[Krishan_1907516]

I have the same issue and this is this is really frustrating 

[Helen-Northants]

I have the same issue in Northants and we don't have a landline so is very frustrating. If it isn't resolved soon I will be moving to O2.

[MSF]

@Helen-Northants Three network is currently down.. These things happen to all networks sooner or later - and landlines also fail (mine did recently!)

[Tara_74]

Having the same problem.  Missed 3 calls from doctors but I didn't even get get the calls show up on my phone, tried calling doctors back but it either connected the call but went silent then cut me off. Restarted phone n same issue but can't call out or receive calls. Everything else working fine.. ee is down apparently but Web says nothing about smarty .. have u had any update on what's goin on n wen we will be able to call or receive calls ? As all these entries I'm reading don't seem to have any response from Smarty 

[MSF]

@Tara_74 @REBECCA100  It seems that the outage has now been fixed on Three network.

[REBECCA100]

Imagine that I've been big in up smarty made 3 of my family join now this I have a feeling there going to leave smarty now it's too much trouble we are not talking a hour or so. from the 23 to 25th Jan so inconvenient frustrating 

[DianaBa_2803616]

Myself and my partner are both with smarty but this afternoon neither of us can make or receive calls. They don't even go to voice mail. Is there a problem with the network.

Thanks in advance 

[Suzanne_1892973]

Same here! No problem with internet or WhatsApp though.

[AndyG]

Same here, 3 accounts none can ring or receive calls? Where do you get ANY help?

[DianaBa_2803616]

Yes i can get on the Internet but I am on my home wifi 

[DianaBa_2803616]

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

[Allison_1875783]

Hi, mine has got same problem,  can't make/receive calls. Can send/receive texts tho 🤔

[RosMcEn_1023293]

Yes my husband and I are in the same situation. This is very frustrating my mum is in a care home so if there is an emergency they need to get hold of me. Is there a bot we can contact?

[MSF]

@RosMcEn_1023293 Three network is currently down. I don't see there is much you can do other than perhaps get a monthly sim from another network for a while until all is fixed.There is nobody to contact in this case.

[Annamari_564838]

I am having the same problem and it’s gone on for hours .. shame there wasn't ann  automated response to let customer know how long the possible repair would take? Poor customer service! Did you manage to get any response? 

[LinnetE_3094247]

Similar to OP and many others - calls were OK yesterday (22 Jan) up to early afternoon when my handset vibrated but didn't ring, although that call itself was OK.  Since then - can't make or receive calls. Internet, text, WhatsApp are all OK.  Relieved it's not just me being incompetant with a new handset.

[LouiseP_3142538]

Mine is still not working now. Is anyone else still down? 

[MSF]

@Annamari_564838 @LinnetE_3094247 @LouiseP_3142538 It seems that the outage has now been fixed on Three network.

[Michael_1880767]

Any indication of when the not being able to receive or make calls issues are going  to be resolved in the Wakefield area, it’s been about 10 hours now.

[MSF]

@Michael_1880767 It seems that the outage has now been fixed on Three network.

[Jan]

As a fairly new smarty user via the 3 network, I am wondering is this ongoing network problem down to the merger with Vodafone which is to begin the 1st half of 2025.

[MSF]

@Jan Extremely unlikely as merger has not fully taken place yet.

[StephenC_905288]

Why are we still waiting for the network to fix this issue 10 hours now with out making or receiving calls,what compensation do you intend to offer the people that have been effected it’s disgusting.

[MSF]

@StephenC_905288 Why do you assume that any necessary repair can be effected in less time? Do you know what it was that caused the problem? In the gold old days, did your landline never go down for a day or two?

We are forum members like you and so would not be involved in any compensation. However, if you were on the most expensive plan and lost service for a day, your entitlement would only be about 65p.

[Articules001]

My phone was capable of making and receiving calls up to 11:30am this morning
Since then I recently tried to make outgoing calls and call did not get thru.
Tried making calls  to mobile number using landline and those calls did not get thru.
This is a matter of extreme urgency as I am a vulnerable person recovering from surgery with nursing appointment at hospital next week.
I also look after a vulnerable person with chronic long term health conditions who is at palliative care level.
I need my telecoms as matters of urgent priorities

[MSF]

@Articules001 It seems that the outage has now been fixed on Three network.

[NigelAug_194872]

Hi..I am not receiving any incoming voice calls on my iphone.  No calls go to voicemail but voice calls can be made outgoing. Only calls over WiFi fully work. I've checked call forwarding but it's not an option that you can open (it doesn't load up.when selected). Attached is the error message I receive when I check the status 

 

[MSF]

@NigelAug_194872 Have you checked this out with Support Team via web chat? If it were just your phone playing up, wouldn't you expect calls to go to voicemail?

[NigelAug_194872]

Thanks @MSF . I'll try that 

[Niranja_1302464]

I had a same problem with both my numbers and there is No customers  service 

[MSF]

@Niranja_1302464  There is - it is via web chat

[RobertC_2772602]

Has the issue of not being able to make or receive voice calls been fixed. Does anyone know? 

[LAWRENC_2490767]

Me and my wife have this problem too

[PaulHod_2675785]

No still no service at 08:30 24 Jan