[Network Issues] Service Update - Resolved

[YulianK]

We are aware that a small number of customers may be experiencing issues with our network this morning.

Our engineers are working hard to fix this as soon as possible.

We are sorry if you've been impacted by this, please check back here for updates.

[DelDeeSmartE · Accepted solution]

Following yesterday’s network issue the majority of services have been fully restored. We are still observing around 1% of calls not placing correctly and our engineers are working to fully fix this. Data services are working normally. We are really sorry for any inconvenience caused.

[Leezey]

Hi I was in contact with a member of your chat team re this issue and seeing what compensation can be offered after the network came live again which wasn't before ten o clock last night so I was without a network on friday night and nearly all day on saturday so could someone please contact me regarding this thank you 

[MSF]

@Leezey This is the community forum, so no staff will contact you to discuss that. You will need a web chat....or wait and see if the company offer anything in the next few days. Maximum financial loss, based upon a £20 per month plan would be about £1.50.

[RobMikrobus12]

Surbiton, network signal is back. 
thank u engineers. I will check everything again Tomorrow.

[RobMikrobus12]

Surbiton, still no signal

[RobMikrobus12]

I have still no signal, it is not possible to make a call, use data and number is basically dead. Nobody answer on chat team. I hope your engineers will solve problem soon.

[KeithMe_2368841]

Still down in North East London and Essex. Only been with Smarty for 3 months but this is the 2nd time this happened. Will we be compensated? Wasn’t the first time and it is terribly inconvenient! 

[MSF]

@KeithMe_2368841  It isn't down everywhere (I still seem to have service). If you lose service for a day, technically you would only be entitled to a refund of the day's charge - for a £20 plan, that is about 65p

[KeithMe_2368841]

Thanks for your reply, however it is still down for me and the compensation is compensation no matter if it is only £.0.65. I’ve paid for a service I haven’t received. 🤷🏾‍♂️

[MSF]

@KeithMe_2368841  I'm not sure that it's reasonable to be expecting compensation instantly. Some customers seem to have had service without problem - how would the company work out who was affected that quickly?

[KeithMe_2368841]

Well you’re obviously a Smarty devotee, but this is the 2nd time in 3/4 months, I have spent a day+ without coverage. Not about the money it’s the principle. I’m sure they’d be able to identify me if I shortchanged them when paying my bill.😉

It’s incredibly inconvenient and I don’t believe I am being unreasonable. We’ll agree to disagree. I pay for a service I expect to receive it.  

[NathanG_2518912]

Hi I'm a new customer and my port has been successful but I'm still not connected to smarty 

[MSF]

@NathanG_2518912  Check your account dashboard - if it shows your correct number, it should work.

Perhaps you need a network reset on the phone?

[stefani_2057845]

It's strange that my Internet only works through your app when I click the link to buy a phone? Works great but Amazon and eBay no connection. 

[DavidSib_374320]

Mines been on and off every day to the point I'm losing business. Time to cancel smarty on our devices and find new. Been OK up until now 

[MSF]

@DavidSib_374320  Just a 'heads up' here - Smarty do not offer business plans.

https://help.smarty.co.uk/en/articles/1112781-business-plans-with-smarty

[IanNort_2270657]

Hi, I cannot make a payment for the internet, it's been going on since yesterday, please can you sort this.

I've done the web chat, to no avail

[Rebekah_150 · Accepted solution]

The network issue has been resolved if you are still having issues please speak to our chat team for further assistance https://smarty.co.uk/contact available daily from 8am – 8pm.

[NathanG_2518912]

still waiting for email to confirm my email for smarty 

[MSF]

@IanNort_2270657  Unfortunately, we cannot sort this because we are customers just like you and have no access to your account.

If web chat was not successful, you may do better to raise a complaint. Before that, have you checked that your payment details are correct? No expired cards?

[IanNort_2270657]

I have used 3 separate cards, all of which are okay.

I've done the web chat, raised a complaint, I've done everything.

you can't believe it is so difficult to make a payment!!

[NigelLil_322005]

I am getting terrible data rate in Newark. Not eleven enough to play candy crush ☹️

[Deborah_1785418]

My network has been down for 2 days not good enough can't use my phone when I'm out as no WiFi 

[Donca_WW]

It's recovered in my place. But no compensate at all?

One entire day network offline, not only the internet, also phone call and text message.

Some people around me with your network already made complaints to Ofcom.

[CarlosA_2428498]

I still don't have any signal Burnley area! I am needing the connection signal to attend job interviews! 

[MSF]

@Donca_WW I doubt that OfCom will deal with this. They would expect you to show that your network has done nothing to solve your problem and that the situation has reached stalemate.

[SharonA_2356917]

Still no network in Taunton, Somerset.

[bladecaster]

no service in herts for 2 days now, its my 1st month with smarty so good start!

network checker just says they are fixing an issue, how long does it take?

assume compensation / additional days on the way?

[bladecaster]

.

[IanMuffe_322656]

No signal in central Leeds today - it's nearly 2024 and we still can't get basic infrastructure in this country. Presumably the SLA with Three has compensation provisions regarding loss of service - this should be passed on to customers and there clearly has been a large number affected over the past couple of days.

[RobertEa_105620]

I've been getting Emergency calls only since early yesterday (1st) and still the same now 16.13 on 2/12 In Birmingham. I can't contact Smarty support becuase the phone is not working !

[MSF]

@RobertEa_105620 Surely you can contact Support Team via web chat - you are posting on the forum so you have access.

[RobertEa_105620]

yup - would  if I could - they're closed at 7.00 pm although they say they're open until from 08.00 until 20.00....

Thanks for the advice anyway.

[fredmc033]

hi no it's been 2 days now we have had no service it's not good enough i think i will leave and take my other friends with me 

[SharonA_2356917]

I've literally just left Vodafone for Smarty.  Not terribly impressed!

[DelDeeSmartE · Accepted solution]

Following yesterday’s network issue the majority of services have been fully restored. We are still observing around 1% of calls not placing correctly and our engineers are working to fully fix this. Data services are working normally. We are really sorry for any inconvenience caused.

[DerrickP_590082]

It's been nearly a week that calls are not being  placed, S36 8WG area. How much longer do we need to wait?

[MSF]

@DerrickP_590082  This post originated in Dec. 2023 and so probably refers to a different issue.

You may be better of with a web chat to Smarty Support.

[AdamHar_2034965]

I'm not getting calls or data 😞 Intermittent 3G

[ClaireB_1917266]

No signal in my area of Nottinghamshire