No calls in or out

[JamesFly_342775]

I can send\receive texts but cannot make or get phone calls .My phone is Realme C21 .4G compat . VoLTE enabled . I left Smarty with same problem in December . Phone worked fin on other network . Rejoined to find same old problems . Any ideas ?

[Decembersangel · Accepted solution]

Hi @JamesFly_342775 

Here is the link to check if your phone is VoLTE compatible and from what I can see your phone should be as it's not on the 'If your device is listed here, unfortunately, it will not be compatible with SMARTY.' list : ....
https://help.smarty.co.uk/en/articles/8985136-checking-if-your-device-is-4g-volte-compatible

This is a link to see if your phone has VoLTE enabled....
https://www.realme.com/in/support/kw/doc/2055488

And also Wifi-calling......
https://www.realme.com/in/support/kw/doc/2042699

Hope this helps x

[MSF]

@JamesFly_342775 Possibly the phone is not compatible with Smarty version of VoLTE.

[JamesFly_342775]

I was with Smarty with no problem until December  2024 when I stopped getting or being able to calls. Went through all the steps I could find to restart. Web chat suggested a new sim at which point my account was frozen. I tried to put more money on but as I had over 3 weeks til renewal it was not possible.  I moved to Tesco and it worked fine .Came back and same prob .

[MSF]

@JamesFly_342775 Is this perhaps linked with Smarty/Three turning off 3G?

The problem seems to be that some phones will not work with Smarty's version go VoLTE but they may work on another network's version of the protocol.

[SmartyTrousers]

@JamesFly_342775 As @MSF says, it may be related to the 3G switch off.

Specifically, phones which are incompatible with Smarty's VoLTE (4G calling) configuration will previously have been dropping down to 3G to make and receive calls. Now that that 3G no longer exists in most places, such phones are going to struggle to make and receive calls on Smarty.

Do you remember if your phone used to drop down to 3G to do calls when they were working?

Out of interest, how come you've come back to Smarty so soon when the network you moved to worked fine for calls? Why would you expect your phone to work for calls on Smarty now, when it didn't last month?

[JamesFly_342775]

My phone says it is 4G -but I have no idea if it used to drop down to 3G . How do I find out if my phone is compatible with Smarty VoLTE  ? It is switched on . I only moved away because I couldn't start my account payments . I requested new Sim and credit in account vanished . Wouldn't allow  because I had  3  weeks left on account . 

[Decembersangel · Accepted solution]

Hi @JamesFly_342775 

Here is the link to check if your phone is VoLTE compatible and from what I can see your phone should be as it's not on the 'If your device is listed here, unfortunately, it will not be compatible with SMARTY.' list : ....
https://help.smarty.co.uk/en/articles/8985136-checking-if-your-device-is-4g-volte-compatible

This is a link to see if your phone has VoLTE enabled....
https://www.realme.com/in/support/kw/doc/2055488

And also Wifi-calling......
https://www.realme.com/in/support/kw/doc/2042699

Hope this helps x

[JamesFly_342775 · Accepted solution]

Thanks for the replies .It turns out my phone is on the  incompatible list . I shall move on . Thanks again .

[JamesFly_342775]

Before I go can anybody tell me how I can check my D.O.B. on my account .  I am being told it doesn't match the one I am entering to get a PAC .  Funnily it did in December . Thanks in advance .

[MSF]

@JamesFly_342775 As it doesn't seem to show in account dashboard as an item you can change, you would need to web chat with Smarty Support. They may then require you to show them some evidence of your correct d.o.b. if you think they have it wrong.

[SmartyTrousers]

@JamesFly_342775 Either you accidentally set up the wrong DoB on your account, or you're sending it in the wrong format on the text when you try to request the PAC.

No worries, just log into your Smarty account on the website and go to menu > Manage Plan > Leave Smarty. I think you can get a PAC that way without having to specify your DoB.

[JamesFly_342775]

Spot on Smarty T . Must have done it that way last time . Thank You .