[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.

[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

[MSF]

@GordonW_2183244 Three network is down currently.

[GordonW_2183244]

Hello, Thanks for the quick reply, that’s probably the problem then, I’ll try again tomorrow to see if I can make calls then, I did check the “network status” checker using my post code, it did say they were working in my area, will also check that again tomorrow to see if they’re still working on the network.

thanks again for the info though.

regards

Gordon

[KD]

Hi all, 

Suddenly my iPhone will no longer ring out or receive calls?! 
If I try to make a call it looks like it’s ringing out but is silent and doesn’t connect. Does show in outgoing call list. 
Receiving calls, don’t show in missed calls list, rings out for others then to voicemail. 
Texts still fine etc. 

Already checked: Volume, silent, focus, accessibility settings, ringtones, SIM card works in another iPhone, my iPhone works with another sim too, payment is fine and current. 

Anyone who can throw any light on what could be happening? I confess it’s doing my head in now 🤯😂 

[Decembersangel]

Hi @KD 👋
I am with another network and recently saw this on their Community posts with regards to an answer for iPhone owners who had the same problem of not being able to make/receive calls......

Iphone users I have managed to fix it on my Iphone…. If you are using an Iphone with IOS18 open settings, select apps, scroll down and select phone, and where it says “My number” type your number starting with a 0(zero). Then click save. Try to make a phone call. Worked for me straight away.

Hope this helps x

[KD]

Thank you Decembersangel, 

I tried that but it wouldn’t allow me to change from the +44 option. 
I’ve spoken to Smarty help since who after lots of checks, identified that the vOLTE setting was not selected. That seems to have solved the issue, fingers crossed. 
Thank you for trying to help x 

[ashleyskilton]

Thanks for this. Only just realised I had the same problem and this solved it!

[raymond_2712670]

Ime having the same problem, how do I get help please, samsung galaxy s9+ android, thanks ray

[Decembersangel]

Hi @KD 👋
You are very welcome and I'm so glad that you found the answer (and with the help of SMARTY Help as well... who knew?!?!? 🤔😂)!
x x

[Kulvinder_95921]

Hi. I am unable to receive normal calls. I get no missed call. Where do I find this VOLTE eating to turn on pls?

[SmartyTrousers]

Which iPhone is it?

[MSF]

@Kulvinder_95921  If your iPhone is younger than iPhone 5, then it should work automatically - you do not need to do anything other than check Settings>Mobile Service>Mobile Data Options>Voice & Data set to 5G Auto and all should be fine.

Have you checked Coverage for your area as well as Network Status for any local mast problems?

[DanielA_3061761]

I just started using my new iPhone a few days ago and I have the same problem with my sim card. I can't make or receive any calls. No matter what I tried to fix the issue I still cannot call or receive calls at all. This is so frustrating!

[MSF]

@DanielA_3061761  From what you say, the sim was working in your old phone - correct?

This leaves the possibility that either it was not inserted correctly in the new phone, or damaged while being transferred, or the new phone settings are not correct.

Perhaps you can check that the phone shows Smarty network.

[NigelMo_2184249]

This has now started happening to my wifs and my phone as well in the last 2 weeks - it's clearly some sort of network issue, which Smarty need to sort. I'd days away from giving up (have tried everything) and just going back to giffgaff.

[SmartyTrousers]

@NigelMo_2184249 What makes and models of phones are they?

[NigelMo_2184249]

Originally iphone X, thought replacing it would help, so then iphone 11, and mine is iphone 12

[SmartyTrousers]

@NigelMo_2184249 Hmm.. well they should all be compatible with Smarty's VoLTE (4G calling).. even the iPhone X.

I wonder if there could be an issue with your local mast. It's probably worth checking Smarty's network status checker webpage.

In the meantime, maybe using WiFi calling could work around the problem when you're at home, at least?

[NigelMo_2184249]

Network checker says all is fine. I do have wifi calling turned on, but it's still not working, either with it on or off (I think there is enough signal that it may be preferring that over wifi calling) - also, this doesn't solve the problem of being away from home.

[RyanCom_1070771]

All of our Smarty handsets are now experiencing the same issue as from this afternoon. Interestingly they do work in another location. signal / mast issue maybe? Unusual why they won’t wifi call though 

[PeterMc_1747045]

can't send or receive calls, not working in derby as of this afternoon...was working in the morning

[Helen-Northants]

We're having the same issue with our two Smarty iPhones in Northamptonshire. Very frustrating - I had to knock at the neighbours to make a call.

[MattBradz]

Yep, similar issue down in Poole, Dorset. 

[Katheri_2890112]

Same issue from this afternoon on iPhone 16, in Stockport area 

[Unhappycustom]

Not working in Bradford, I’ve all need to ask  for a refund for today’s service not working compensation 

[MSF]

@Unhappycustom Refund for one day? Say plan costs £20 max. then for a 31 day month, we re talking 65p tops. Careful how you spend it!

[Spencer_1725422]

Not working for calls in Solihull either, text and emails work though.

[Joe_2103388]

not working in Hinckley Leicestershire either been down since at least 1pm

[AbdulGha_263236]

I can't ring anyone is the phone service down? My wife is also on smarty and same for her

[GreatMarko]

Yep - seems like the Three network is down (for voice, SMS/Data,etc still works)

[s44sdp]

Same for me. 

[SmartyTrousers]

Yep, there does look to be an issue right now.

People are also reporting it on the Three Community.

[WelshPaul]

Try entering your postcode into SMARTY's network status checker.
https://smarty.co.uk/network-status-checker

[GreatMarko]

Ironically, the network status checker is also down!

[WelshPaul]

LOL... Yea, THREE network is suffering an outage right now.

[GreatMarko]

Concerningly, people are reporting that they're not able to call 101/111 during this 'outage'. Having done a 'live chat' with Smarty, they're unable to confirm whether emergency calls to 999 are also affected (obviosuly, I'm not going to try... but that's extremely concerning if we're not able to make even emergency calls during this outage that's now been going on for close to 3 hours

[DianeHo_1150957]

Still down at 4.25pm 

[MSF]

@DianeHo_1150957 Yes.

[Stephen_2886715]

Ours too