Poor Internet Speed

[DarrenB_3225467]

I have just purchase unlimited data, however the internet is totally unusable as its around 0.48mbs.  So impossible to use, the signal is 4g and the strength is good. So why is it so slow. To be honest I just lime a refund and the product has been misrepresented 

[Linsey]

Hi @DarrenB_3225467 

We are sorry to hear you're having coverage issues! We know how frustrating that can be. 

Based on what you've said, it seems like there might be some network congestion in your area. Network congestion occurs when a large number of users connect to the same mast at the same time. This can unfortunately affect the quality of the network. Due to it’s nature, it can be challenging for us to predict when it might resolve.

SMARTY cannot guarantee 100% coverage or an entirely fault-free service. This information is detailed in our terms and conditions, which you kindly agreed to upon signing up.

As with any network, some areas may experience better coverage with SMARTY than others, and the size and layout of buildings can significantly impact service quality; indoor coverage may also vary. The level of signal you receive may vary from time to time, and unfortunately, it's not something we have the ability to control.

We always recommend using the coverage checker to ensure that the area you are in has reliable coverage with SMARTY: https://smarty.co.uk/coverage-checker.

We do our best to ensure that the coverage results on our online checker are as accurate as possible. However, please keep in mind that this information is just a guide and doesn’t guarantee service availability in your specific area. Our roll-out plans are updated regularly, but they might change from time to time.

We kindly recommend using our network status checker for any potential maintenance updates: https://smarty.co.uk/network-status-checker.

We also recommend testing the SIM in another device to see if the issue persists.

We'd love for you to contact our customer care team so we can help you out and provide clarity. You can reach us here: https://smarty.co.uk/contact. 

[DarrenB_3225467]

This is not an acceptable answer, the product doesn't work, as expected irrespective of your terms and conditions. A misrepresentation has occurred. Please cancel the product and refund in full as its within the 14 day period   

[Linsey]

Hi @DarrenB_3225467 

I totally get that the answer might not be what you were hoping for, but we did set clear expectations by including this information in our terms and conditions, which you read and agreed to upon joining. This suggests that you’re okay with using SMARTY, even if there’s a chance you might run into some network issues.

It's important to know that this applies to all networks, not just SMARTY. 

I mentioned that network congestion might be the culprit here, but I'm not entirely sure without a bit more information from you. It's possible there are other factors at play as well. Our care team would be happy to look into this for you.

We regret any disruption this may have caused you, and we are sorry for any inconvenience. 

Unfortunately, we cannot process refunds via community. If you'd like a refund, please reach out to us directly.

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