[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.

[GavinPe_2064916]

Mine as been down since this morning and still down now 

[AlanJon_1966943]

6am Still terrible in Atherton m46 area. No Internet all day, signal non existent . Lost a full day.  Its now 23.31 and still terrible signal off and on network. Normal 3 to 4 bars. 0 to 1 bar all day even now. Its 2023 coming 3

[AlexHin_2237096]

So where's the update?

[Raymondc]

cheers for the  update  as many are aware around the whole area England include  here in belfast  where still off , wonder how "compensate" us going to work out , I haven't a bad word to say about smartys over the last few months I've been with them!

[jamespi_1694649]

Down in Bournemouth since 13:00 yesterday. Any ideas when I'll be able to make calls and send sms again. This is what I pay for after all?

[PhilipMa_889526]

I still don’t have any service since midday yesterday-when is it going to be fixed -urgent update please.

[JoeRuss_2359956]

Network is down in Plymouth, I can't even make call. 😔

[SharonA_2356917]

Not had a signal since 2.00 pm yesterday in Taunton, Somerset

[SharonA_2356917]

I can make wifi calls, but this uses my data allowance!!

[fredmc033]

sorry but this has been down for 2 days now and it's not good enough 

[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.

[SharonA_2356917]

I'm in the 1% who still don't have a network. 

[William_2283330]

Still no signal in Maidenhead so no data here 

[DaveAtk_1677598]

Still out in Lincolnshire...no signal at all no internet for over 24hours. why are you posting to say it is fixed when clearly isn't. Really poor service

[RobertEa_105620]

I must also be in that 1%....no service since early yesterday (1st) still down today at 16.18. In Birmingham

I can't contact Smarty support because I don't have a working phone !

[SandraD_1936708]

I'm in Peterborough and I still have no mobile network.

[IrfanMe_1820602]

Still no data in Essex. No mobile data since Friday and no further updates!!

[MartinD_1622308]

So how do we obtain compensation for service outage? 

[SharonA_2356917]

STILL no network in Taunton, Somerset. 

[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. 

[ClaireB_1917266]

No signal in my area of Nottinghamshire

[AdamHar_2034965]

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

[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.

[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!

[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.

[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.

[bladecaster]

.

[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?

[SharonA_2356917]

Still no network in Taunton, Somerset.

[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.

[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.

[CarlosA_2428498]

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

[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 

[NigelLil_322005]

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

[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

[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?