Not very impressed with SMARTY support so-far

[dftf]

Have to say I'm not very-impressed with SMARTY support so-far.

Since I joined SMARTY a couple of weeks ago, I've been having issues with very-low data-speeds in my local area, and constant issues in sending and receiving phone-calls (to other mobiles or landlines).

I reported this by e-mail to team@smarty.co.uk this Monday, and had someone called Rehan message me later that same day (from an address ending "@smarty.intercom-mail.com").  So-far they asked me for additional information, and after every single time I reply to them, I'm then asked to resubmit all of the following:
Full name; Date of Birth; Postcode; Last Payment Made to SMARTY.

Bit tedious to have to re-submit this after every single e-mail I send to them.  Surely once at the start of the support would be enough?  (Especially given I'm only asking for support, not to make payment or account changes where you'd need to verify each action.) 🙄

Anyway... I've just followed-up after being out today with some more postcodes where I've tried doing calls, and tested my data-speeds, but got this AutoReply from Rehan's account:

Thank you for contacting SMARTY.

Please note that this email is no longer in use. Your message has not been forwarded, therefore we need to ask you to email us again at team@smarty.co.uk

Which I did.  Only to then receive this AutoReply:

Thank you for contacting SMARTY.

Please note that this email is no longer in use. Your message has not been forwarded, therefore we need to ask you to email us again at team@support.smarty.co.uk

So apparently that's now the e-mail to use.

Anyway... I did forward my e-mail onto that new address, and yes... you guessed it... I also had to re-submit my full-name, date of birth, postcode and last payment made to SMARTY. 🙃

Let's hope someone there does receive my forwarded e-mail and replies, as so-far I'm not sure whether to remain a customer if I cannot get my calls issue sorted, at the least.

And perhaps they could also consider (1) not asking for all that personal information after every single reply you send them during a support chat; and (2), if you change e-mail addresses, maybe be proactive and send anyone you've an active ticket with an e-mail to advise it has changed?

[MSF]

@dftf  Jut wondering whether you did a Coverage check on your local area before joining. also a Network Status check may be useful.

[dftf]

Hi MSF

I did indeed check at https://smarty.co.uk/coverage-checker before joining, and for all postcodes in my local-area where I experience slow-data, they say "Yes - Excellent service" for 4G for both indoor and outdoor (the darker-red shade).

Yet in my home and nearest shopping-centre, I literally get around 1-3 Mbps download at best.

Seems the data there is a bit misleading...

[dftf]

The network checker, at https://smarty.co.uk/network-status-checker , reports
"💡Our system hasn't reported any network issues.
We'll add any further updates here."

[IgorSen_2246626]

When they asked me the same questions every day by different support staff name, I dropped the case. It seems it is a con asking for code, DOB, last payment to work on your bank account; and their e-mail was different from yours, support@team. smarty. No calls in out. They put me on data plan only and I guess restricted the speed.

[MSF]

@IgorSen_2246626 If you are on a data only plan, that is what you requested. It does not restrict the speed.

No idea what you mean about the email address - we are forum members - customers like you.

[RayWang_3086018]

3rd SIM card company now. Cannot recieve call cannot call out , local check ok… what so call “Support. Contact Us . Help . are just some pre made QnA.  Most ridicules is , your Sim cannot work, why u use phone massagers as code verification? They are just trying everything to made us difficult.

[MSF]

@RayWang_3086018 You have already posted this in a very similar fashion and I have replied to you. 

When are you being sent a verification code? You have managed to log into this community without problem it seems - did you use broadband wifi or mobile data on your phone?

Does your account dashboard show that you have an active sim with a mobile phone number and a current smarty plan?

Have you tried a proper web chat to explain the problems clearly?