[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.

[WW]

Smarty App also not working. Does anyone have any news?

[RobertC_2772602]

Mines back now. What about being able to make or receive voice calls?

Is that also still not working for you?

[Malcolm_1678400]

I can no longer receive or accept calls on the mobile network, but I can make and receive them when on Wi-Fi.  Why is this?  I have not changed any settings on my phone, I have checked everything (data is on, do not disturb off, I’ve updated my phone, I’ve taken the SIM out and reinserted it, I’ve switched the phone off and on etc etc) but still it does not work over the network.  My next step appears to be to change provider.  Can anyone advise why this is?  I must be able to make and accept calls when away from Wi-Fi.

[SmartyTrousers]

This is most likely because your phone is not compatible with Smarty's VoLTE (4G calling). Previously, phones which are incompatible with Smarty's VoLTE will have been switching down to 3G to make or receive calls, but most of Smarty's 3G coverage has now been turned off.

See this page for more info (note that the list of incompatible devices there does not appear to be comprehensive).

[Malcolm_1678400]

My phone is compatible (iPhone 😎 but the VoLTE button was not switched to ‘on’ and voila, it now seems to work.  Many thanks.

[JudyBar_2364264]

My phone setting is correct with a fairly new phone, was working before lunch

[JudyBar_2364264]

I’ve just got the same now

[MSF]

@JudyBar_2364264  Three network is presently down.

[Oz90210]

Hi, I have an iPhone 12 128GB and recently I have been missing VERY important telephone calls and unable to make calls at times too! 

I get really bad network signal too at times unable to connect to a call … when I do randomly can connect to a call the person on the other end can’t hear me properly or the voice is VERY glitchy or robotic sounding cutting off and error messages too like .. “ CALL FAILED “ and 3 BEEPS !!

I have tried everything from contacting APPLE daily at times though Apple Support iMessage text support… too contacting SMARTY MOBILE non stop as I was also having severe MOBILE DATA INTERNET CONNECTIVITY ISSUES they said there is NOTHING smarty mobile can do …. As the NETWORK masses in my area are SERIOUSLY “”congested “”  !!! 
I live in two addresses currently and the missing calls issue happen at BOTH ADDRESSES !!!! So … Clearly Smarty Mobile staff and executive department are Lying!!!

Everything has been tried from SIM swaps , resetting my iPhone 12 , software updates with Apple non stop monthly ( since I am missing VERY important calls from GP doctors, hospitals and appointments , Uber drivers trying to call me to tell me they have arrived, missing family calls … when I reset my iPhone 12 the calls come though… But randomly without knowing the issue happens again!!

can anyone help me ???

since SMARTY MOBILE staff really have no resolution and FINALLY admit there is NOTHING they can do to help me after all this time … Smarty Mobile told me to change Network if I am NOT happy with smarty mobile service / signal !!! Which is Very rude of them ..

I don’t want to leave smarty since I am only paying £12 for unlimited everything!! 

I’m sure there is some kind of way they can boost my signal on there end ? 

Rant Over … 🙈

[MSF]

@Oz90210 I can certainly sense your frustration here.

I do not think that you can boost the signal if there isn't enough signal to boost. That would rely on you purchasing your own boost equipment in any case.

I'm not sure if you are referring to a Social Tariff, but if so then there are other networks offering similar prices.

Have you had the phone checked, just to ensure there are no issues?

Seriously, it may be your only option to change networks if you cannot get a reliable signal.

[Christo_1359879]

It’s not a phone issue. I have the same issue. I literally had the phone in front of me when I got a call. The phone didn’t ring and the call went straight to voicemail. I tried calling the number, just silence, followed by 3 beeps and call dropped. 

I then put phone into airplane mode and then immediately disabled it so the mobile connection would be re-established.  After that I could access my voicemail and make calls again.

i then tried to make another call within 5 mins and again silence followed by 3 beeps and call dropped.

So the problem is with Smarty network not with my phone. 

[MSF]

@Christo_1359879 I actually addressed the question to the OP.

I'm not sure why you are so certain that it is not the phone. You do not say what you have done to eliminate that as a potential source of the problem. Why is it not possible for two people to have the same phone problem?

[Christo_1359879]

I have tried SIM in two different phones both with the same negative results. It’s Smarty network.

Both times toggling airplane mode to get signal works for a time but if you leave phone for a few minutes it goes back to not connecting despite which phone is used so it’s not my hardware.

Thus is not a frivolous complaint. I’ve actually missed two critical calls today which I can’t call back. 

[WelshPaul]

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@Christo_1359879 wrote:

I have tried SIM in two different phones both with the same negative results. It’s Smarty network.

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Then you need to switch networks.

Sadly, one of the negative things about MVNO's that offer plans with large amounts of data for small amounts of wonga is that it attracts people who like to use the network as a replacement for home broadband. 

[Courtne_1317066]

I have an iPhone 13 and mine has started doing this today, I have tried all options like yourself. If you come to a solution can you let me know please and I will do the same?

[Courtne_1317066]

I have an iPhone 13 and the same has started happening to me today. Please post if you come to a solution 

[MSF]

@Christo_1359879  Current news is that Three network is down right now - may be the cause.

[MariaTay_313438]

Could anybody tell me if the network is down as I cannot use my phone to ring out and people cannot ring me

[DawnAth_2954654]

Is smarty network down? I can’t make or receive calls,  but I can send messages and make what’s app calls? 

[Trevill_1482080]

Unable to make or receive calls

[MSF]

@Trevill_1482080  Three network currently down - many other reports on this forum

[SianSand_402986]

Thanks. I’ve been trying to work out why I couldn’t make calls. Have they said how long it will be like this ? 

[MSF]

@SianSand_402986  Probably until it's fixed 🤣

[JoselynA_903179]

Is there network issues in middlesbrough today, my phone has been unable yo make or receive calls all day.

[GreatMarko]

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

[Maud]

This afternoon, I find myself unable to make calls on my SMARTY deal.  I ended up resorting to Skype, which isn't ideal.  My partner is in exactly the same predicament.

The SMARTY website suggests no problems in our area.  

Any ideas, folks?

[Burnieson]

Same problem here and my Internet connection keeps coming and going...

[Maud]

After I posted, I saw a couple of posts with responses saying the network is down.

Hopefully, it'll be back up soon.

[YehudaE_1955699]

Issues now in Manchester with calls and texts 

[MSF]

Hello @YehudaE_1955699 . first thing to do is look at https://smarty.co.uk/network-status-checker to see if there are any mast issues in the area.

I have just had someone visit who said that O2 have had massive outages today nationally, so perhaps there are issues generally with mobile signals.

If you get no joy, contact the Support Team via web chat. We forum members don't have any special access to info unfortunately.

[William_2905902]

I'm in Sheffield and having same issues 

[Michael_2109378]

HI 

Wounder if anyone can help, i was on a call and the line dropped, i now have no phone line what so ever , people can't ring me and i cant ring them.

The data network still works and i get text but i cant log into my account at all via the app, when i tried the when i try on the browser i get an error too.

It not my phone as i have 3 and 2 other number they all work and i tried the sim swopping and it makes no difference, its defiantly the network, but i am struggling massively and are totally cut off from my customers, i sent an email to support but waiting back from them.

Any advice would be great 😞

[GreatMarko]

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

[Michael_2109378]

Hi 

Thank you for taking the time to reply, i havent used this board before. 🙂 

[GlynnPo_2848656]

Currently not able to make or receive calls 

[GreatMarko]

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

[Allison_1875783]

Having same problem in Tyne and Wear 

[RobertH_2381685]

Hi, my phone stopped making calls, but WiFi is fine, I am on the unlimited plan so I cannot understand why?

[MSF]

@RobertH_2381685 Three network is currently down.