New user - can't connect to Wifi during transfer period

[2644212]

I'm a new customer, I transferred from EE and activated my SIM 2 days ago.  I'm currently in the transfer period of bringing over my new number due to complete tomorrow 15/04/24. It was working fine last night but as of today my phone is unusable - I can't download any data or use any apps.

My iPhone does not connect to Wifi as of this morning.  

I could understand an issue with data connection during the transfer, it's mentioned that this can take place, but it's completely illogical that the Wifi isn't connecting.  It appears to be connected, I have reset it, I have checked for network errors on Zen (it's working on my laptop). I have reset my network settings, and updated the APN. 

Smarty customer services were not helpful - they kept answering in regards to service outages for mobile data due to engineering works and 'too many people trying to connect to the mast at once'.  That's not the issue for me at home, obviously, and I can think of no other reason that my iPhone is behaving so strangely apart from the transfer.  

Has anyone else had this issue during transfer, how long did it last, how did they resolve? I don't know if it will work itself out in a day or two or it's a permanent issue that I need to fix urgently.  

The response from customer services has made me worried I've made a terrible mistake in joining Smarty, particularly as I've seen lots of comments/complaints today on the forum about data connection and wifi connection being bad - I'm used to getting a decent 5G service and being able to stream music and download video on mobile with no issues.  If anyone has any advice I would appreciate it - I need my phone to work because of all the app based authentication on my phone. 

[MSF]

@2644212  If your iPhone is not connecting to wifi, are you referring to your home broadband ?

If the sim is active and you have a Smarty plan activated, you should be able to get mobile data. The phone will have a randomly allocated mobile number until the port-in is complete (you should have been given an expected date for that) but that should not prevent you getting mobile data if the phone settings are correct.

This sounds like an issue with the phone settings.

[MSF]

@2644212  Reading your post again, if you are using it for work,Smarty specifically state that the service is for non-commercial use only.

[2644212]

It's a personal phone that has some apps downloaded on it for authenticating access to various work systems.  

[2644212]

Yes it's my home broadband, which is working.  I have updated my phone settings and changed the APN as per their help topics.  I have a temporary number.  I have no mobile service.  I cannot connect to my own, working wifi.  Nothing has changed on my phone apart from the transfer between EE and Smarty. You are right, I should be able to get mobile data.  And I should be able to use my home wifi regardless.  I appreciate you taking the time to reply but I'm looking for help from anyone who has experienced a similar issue during porting with connecting to wifi in case there is a workaround - as customer services are unable to understand the issue or assist.  

[JJP2RidesAgain]

In addition to the useful advice from @MSF 

As your number is not scheduled to port until tomorrow, you should still have service on EE until the port completes. 

You should also have service with Smarty on the temporary number you were given until your number ports.

As you use your phone for work purposes, I just wonder whether you are using a VPN to connect to your work network, and that is experiencing issues, such as weekend maintenance, as of course you should be able to connect to your home broadband for WiFi purposes.

Have you downloaded any new apps ? 

What phone are you using by the way ?

[2644212 · Accepted solution]

Thank you for taking the time to reply.  I had no service on either provider.  I have got the wifi connection working after connecting the iPhone to my Macbook and doing both a software update and restoring the phone (just updating the network settings and APN hadn't worked).  I'm too scared to toggle the wifi off and on in case it stops working again (superstition rather than logic).  

The wifi connection stopped working this morning - no new apps were downloaded - there is a personal VPN but that wasn't causing any issues previously.  I can't know what caused the issue - maybe it was Apple - but being in the transfer period made me suspect the network change.  Hopefully this will help anyone in future with the same issue. 

Would still appreciated feedback on the general quality of data on Smarty but I guess I'll find out over the next few days once I switch over.  After this I think it might be a case of getting what you pay for. 

[JJP2RidesAgain]

I have always had great quality coverage and speed with Smarty.

You don’t seem to be able to add photos to the forum anymore, but I will link to one of my previous posts showing the fast speeds I get. 

As long as you have good overage on Three, Smarty’s parent network, where you live, work and socialise, you should be fine.

I switched to Smarty from EE also, and receive a better quality service.

 https://community.smarty.co.uk/t5/chats-hacks/smarty-for-me-still-on-steroids-and-i-couldn-t-be-happ... 

[Chalkychap]

I'm very happy with the network coverage and mobile data speeds I get using the SMARTY network, @2644212. 

In addition, within the last 9-months, I've noticed I'm getting 5G reception in many more places than before.  

Finally:

• A BIG plus for me is the SMARTY WiFi Calling service, which I find really useful for those occasions mobile coverage is not ideal. 
• No annual price increase.
• Inclusive EU roaming, albeit with a maximum roaming data limit of 12GB/month.

[Ravikum_2652458]

Looks like I am also going to face the same problem and my transfer is expected to take place end of today 

[2644212]

I appreciate any replies to this, even though some give the impression of being from employees rather than customers. 

Here are a few things that I could not use my phone for after switching from EE to Smarty - tested over the past week, on my usual commute and around central London: using wifi calling, opening City Mapper to look up live train times, streaming music, loading tiktok videos.  

This is my fault for switching without doing any research on networks.  I had signed my brother up to Smarty when he arrived to London and I thought it was fine, because he hadn't complained.  Now I think I know why sometimes messages between us on FB messenger don't get delivered for days at a time. 

I looked up different networks and found that EE has, by a long measure, the best network coverage including 5G.  I had been spoiled for years and didn't realise I had it so good.  I don't care if it costs more, I switched back this week and am awaiting my new SIM (which unlike Smarty, will come pre-loaded with my number so there won't be days wasted on a different number).  It's infuriating not being able to use your phone for basic functions.  So I have wasted a lot of time and endured aggravation to end up back where I started - at least now I'm on a cheaper contract with EE with a discount for a new customer sign on applied.

[MSF]

@2644212  Having read your post, it's difficult to see what members he can really add.

It does appear to be a simple case that the product doesn't meet your needs and it's understandable that you are moving if you have explored all possibilities.

One thing I will add though - the vast majority of us are NOT employees of Smarty but are members just like you. Any Smarty staff are usually clearly identified (they have an 's" by their name and usually identify as Moderator or similar)

[JJP2RidesAgain]

Just to point out, this is the Smarty Community Forum, we are customers just like you, we don’t work for Smarty, with the exception of moderators.

I often wonder whether some of the posters on this forum are a mix of totally clueless and / or shills for other networks. 

Regarding the rest of your post, I have never experienced those issues, in London or other major cities. So that’s odd. 

Anyway, yes, it’s incumbent on everyone to do proper research before switching to any network. At least you realise that now and that EE fits your needs. I switched away from EE, and experience a better service.