Hi All,
Not sure if this would be of use to anyone but after just over 2 weeks with no inbound calls or texts, I finally found a solution.
The problem was due to an error in the porting from my old provider to Smarty. After virtually every day web chat and 6 formal complaints, I found the the solution.
My solution was to setup a new account with a different provider and port out of Smarty with a PAC code from them. I day later everything was working.
If anyone reading this is having ongoing problems, I would recommend you do the same. You could then re-join Smarty afterwards if wanted so you can start again. Personally I got the same price elsewhere but with a bity less data allowance (I didn't need the 50Gb from Smarty and the 25Gb from another provider is more than enough for me). I personally won't be re-joining Smarty.
For reference, below is my Smarty experience from start to finish:
5th Jan - Signed up (A really good experience. Website is clear, simple and the whole process very easy). I provided my PAC code during sign-up in the provided section.
9th Jan – After receiving good communication via email, my sim had arrived, and I logged into the portal and activated the sim.
10th Jan - The port of my old number partially occurred around 2:00pm. I switched off my phone and swapped to the new sim.
11th Jan – Web Chat: 13 x sent messages, 11 x received messages. Summary: Port delayed, need to wait
12th Jan - Web Chat: 8 x sent messages, 8 x received messages. Summary: waiting for an update from the team
13th Jan - Web Chat: 13 x sent messages, 9 x received messages. Summary: Reset phone, clear cache etc. Ticket has been raised for a split port issue.
14th Jan - Web Chat: 2 x sent messages, 3 x received messages. Summary: Team has chased network for file exchange
15th Jan - Web Chat: 15 x sent messages, 17 x received messages. Summary: No update, wait until end of the day. Given complaints link. Reset phone, clear cache etc. Received £5 for inconvenience.
Other: Received an email stating port was complete
16th Jan - Web Chat: 15 x sent messages, 8 x received messages. Summary: Port will take 3-5 business days to complete.
Other: Raised a formal complaint.
17th Jan - Web Chat: 20 x sent messages, 26 x received messages. Summary: Reset phone, clear cache etc. Told port is complete. Reboot phone, remove/insert sim. Requested details of inbound calls. Passed to “dedicated tech support team”
Other: Raised a formal complaint.
18th Jan - Web Chat: 7 x sent messages, 5 x received messages. Summary: Issue being chased by the “special team”
Other: Raised a formal complaint.
19th Jan - Web Chat: 19 x sent messages, 22 x received messages. Summary: specified "We made a test call to the user where the call rang and had a normal end of call.". Reset phone, clear cache etc.
Other: Raised a formal complaint.
20th Jan - Web Chat: 11 x sent messages, 9 x received messages. Summary: said "The team has got the issue, now and are working on it."
21st Jan - Web Chat: 5 x sent messages, 6 x received messages. Summary: Said "The team are still looking into it"
22nd Jan - Web Chat: 3 x sent messages, 4 x received messages. Summary: The team is saying there is an error in the routing of the incoming services. The team are working on it.
25th Jan - Activated a new sim from a different provider. Requested a PAC code from Smarty and gate this to my new provider
26th Jan - Port was successfull. Everything working again with my old number with a different provider
