Poor download speed in rural Suffolk

[DavidEl_2652456]

Fast broadband access in rural Suffolk remains a struggle. We switched from Three to Smarty because of the lack of a contract and cheaper price, and expected roughly the same performance as they use the same network. However, the download speed has dropped to below 5 Mbps and the signal strength on the router has gone from 5 to 1 or 2 bars. I've tried to get an answer for this drop in performance from Smarty support, but they seem to fail to understand the issue and make pointless suggestions. 

[RovingRaspberry]

This is the Smarty community forum, we are just customers, like you.

Have you checked the network status, to see if mast(s) near you have faults or are being repaired / upgraded ?

[MSF]

@DavidEl_2652456  My best guess is that Three customers get a better service for the simple reasons that a) Three owns the network and b) they pay more.

You say you moved for lack of tie-in to a contract and for price; the compromise may be that you get slower speeds and have a service that won't meet your needs.

What can you expect Smarty to say really? Something like: "Oh yes guv'nor, we have to tweak it down a bit for the money. Yer know mate, yer pays yer money, yer takes yer choice"  Wouldn't that be even more irritating?

[DavidEl_2652456]

Thanks for your comment. If Three had actually delivered a fast/reliable service, I'd have remained with them despite the contract and the price. The service delivered by Smarty is much worse than I'd expected given just the small reduction in the monthly price, and I think Smarty should be more transparent about the variability of their service, particularly in rural areas like ours. I'm now vaguely thinking about Musk's Starlink, although that will probably open an even bigger can of worms, and at a much bigger cost. 

[MSF]

@DavidEl_2652456  Hang on a minute!!!! If Three service wasn't that great, I can't see why you would expect Smarty to be any better; surely, at the very best, it could only equal it !

How can Smarty be 'transparent'? They don't know what service you get in your precise location and inside your home - that would be an impossible calculation. Don't forget that some people have signal reduction due to metal beams etc in theirproperpty.

The Coverage Checker is only  an approximate guide for given areas.

I do feel your pain, but this is a problem for rural areas, as you say. On the plus side, think of the benefits of living there! Also, I'm assuming that you can get reliable broadband - wouldn't that be better?

[DavidEl_2652456]

I wasn't expecting Smarty to be better, just much the same as Three (i.e., pretty bad) without the contract and at marginally less cost - and as a stop-gap until I could find a broadband solution that's better. Sadly, I haven't found it, hence I'm considering Starlink - or I suppose we could just wait until our tiny bit of Suffolk does get a solution at less exorbitant cost. And yes, living in Suffolk in all other respects is great! 

[MSF]

@DavidEl_2652456  I just had a look at Starlink and then had to go and grab the smelling salts !!! £299 for the hardware?!?!?! £75 per month for the service?!?!?!

Does Musk come and fit it all up for that price!!

I cn see that speeds for business are 40 - 220 Mbps (not exactly phenomenal), but they don't make it clear what speed residential service gets.

[DavidEl_2652456]

Yes, the price is a tad eye-watering. There was a £99 offer for rural users last year, but that was just for the hardware, so still £75 per month. Starlink are pushing their service to all & sundry, including airlines, and American Airlines are fitting it to all their fleet, so it's going to get very congested. 

[RovingRaspberry]

Why stay with a network, Three, and its wholly owned sub brand, Smarty, if, in your words, they are "pretty bad" ?

Surely, you should be trying EE, O2, Vodafone and their sub brands and MVNO's ?

[IgorSen_2246626]

I can't believe I live in the dark. I am content with 400 kb/s for a second 1 mb/s in Central London, where the reception is flawless in red. With regard to outdoor calls or not, 5G reached a new frontier today. The Smart Meters, Banking apk is intended for Suffolk residents, not Londoners.

[MSF]

@IgorSen_2246626 Poting similar content on multiple threads isn't that helpful I'm afraid.

No idea why you think some apps are for Suffolk residents - why would they need or expect anything different to those who live in London. Have you travelled around Suffolk?

[IgorSen_2246626]

First of all, I apologize to residents of Suffolk. I meant banking global mobile application, when people with outdoor calls can't use it at home. In areas with fine reception, some blocks of flats are out of coverage. It comes with 4G, incompatibility of some phone models, old and new. I mention as well that you are in Suffolk and have better speed (5 MB/s).

[MSF]

@IgorSen_2246626 I am not sure if I totally understand your point.

The problem with indoor usage is sometimes due to a large amount of metal in the building structure.If you get inside a metal 'box', then the electromagnetic waves will not get through - this is called a Faraday Cage and you can look it up to see more detail.

If you have reception outside but not inside, that is one of the likely causes.

[IgorSen_2246626]

I live in grade II propery, 1865. The air cold goes through the wall brick cracks. 5G is not covered in this 2-story row of flats; it was built for people with mental issues. 4G is very slow; I am on only-data package, but on pack with calls, there is no problem to make calls.

I like houses in Suffolk; maybe move in the area.

[MSF]

@IgorSen_2246626 I am still not certain that I understand what help you want here.

It sounds like you're disappointed that the Smarty data signal is poor in your area. Unfortunately, that does happen and so perhaps you can find out from other people what network does provide a good signal where you live - it may be your best option to move networks if there is a good one for your property.

[IgorSen_2246626]

Smarty is the best; I used to be on GifGaf, losing data and dodgy agents asking all the time irrelevant questions. Initially, I didn't know that I was on the Data-Only plan; I figured it myself while support tried to get my DOB, my last payment I wondered that time why I couldn't make calls—no emergency call either. Then the downloading speed was so slow, 40-80 kb/s to 1.3-4 kbs, and no at all if to stay on slow Youtube after contacting support. In one word, I shouldn't have contacted support because of phone calls I don't make. Hoora!!!

[MSF]

@IgorSen_2246626 Confusion reigns supreme !!!

So, you bought a data-only plan and wondered why you couldn't make calls and send texts???!!!??

[IgorSen_2246626]

Yes, indeed. I bought the plan; I remember it was Data in the left upper corner. But if you read the plan, calls were included. I didn't care; I went for data. But later I needed to make an appointment, and the phone call was dead. And no emergency as well. So I contacted support. But I joined the community after a week of download speeds of 4 KB.

I wonder how you get 5 MB/s via mobile phone.

[MSF]

@IgorSen_2246626 If you buy a data only plan then the sim is not set up for calls and sms. You need to have a web chat with Support team and they can re-provision the sim remotely so that it will accept a plan with calls and sms.

If you live in an area with a poor signal, there isn't much you can do to make it stronger. Sometimes another mobile network will provide a better signal in that area, but it is not guaranteed. If you live in a valley for example it may be poor with all networks.

[IgorSen_2246626]

Thank you for your support. The download speed returned to my normal 300-400 kb/s, Youtube, and WebBrowser work per usual. I hope that Smarty will keep leadership.