[Network Issues] Service Update

[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.

[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!!

[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 

[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

[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. 

[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?

[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.  

[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.

[RobMikrobus12]

Surbiton, still no signal

[RobMikrobus12]

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

[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.