NOBODY GETTING THROUGH TO ME ON WEB CHAT

[AdamSav_2974593]

HI THERE, 

MY SIM HASN'T WORKED SINCE I'VE JOINED YOU GUYS, OVER THE WEEKEND I WAS TOLD I HAVE TGO WAIT UNTIL TODAY, AND NOBODY HAS CONTACTED ME/RESPONDED ON WEB CHAT. 

WHAT IS GOING ON?!

[MSF]

@AdamSav_2974593 

1. We are forum members like you and so we don't know what is going on.

2. WRITING IN CAPITALS IS LIKE SHOUTING and not considered polite.

[JodieC]

Hi @AdamSav_2974593 

Thank you for reaching out to our SMARTY Community forum! 

Can you explain what services are being affected and what exactly you do not have access to? Is this affecting calls, SMS and data or something specific? 

The more information we have the more chance we have of finding the root cause of the issue!

Please keep in mind that all UK networks are slowly phasing out the 3G network so if you have a 3G device or a 4G VoLTE device that is not compatible with our network, you will not be able to continue using our service. 

You can view our compatibility list for 4G Volte devices here: 

Checking if your device is 4G-VoLTE compatible | SMARTY Help Centre

If your device IS on the list, you're device is NOT compatible with SMARTY once 3G has been switched off in your area.

Please give me the name of the agent you are speaking with on Webchat so I can ensure you receive a response to resolve your query.

- Jodie 😊

[AdamSav_2974593]

Since Thursday I've tried to activate my sim, now I'm left with no service. I've been unable to make a phone call for 5 days, and being told today that it's taking a further 5 days to resolve. This is ridiculous. I have no access to anything. Not my number. Not Data. Nothing. 

[MSF]

@AdamSav_2974593  What does your Account Dashboard say? Is there an active sim number and  a current Smarty plan showing? This would at least indicate that you are 'on the radar'.

Is your phone definitely compatible now that 3G has been turned off in many areas?

If all else fails, raise a Complaint that should reach higher up the 'food chain' at Smarty.