10-01-2024 01:52 PM
I rejoined Smarty over the weekend but I am still waiting for a number to be allocated so my SIM has not been posted to me yet. My wife joined at the same time and has already received her SIM. I am wondering if there is some system problem at Smarty that means rejoiners fail to get a new SIM if they use the same email address. Has anyone else had this experience?
Solved! Go to Solution.
10-03-2024 02:52 PM
This is now resolved. I eventually got someone one the Smarty Support Team and I used my family and friends sim. My number should be switched over tomorrow. It seems I may have had a fat finger with my date of birth so it needed to be verified. Unsure if that was the hold up. Was told also rejoiners cannot use the same account but I am using the same one. PAC number wasn't getting accepted when I tried to raise another account so definitely needed a human support person. Pity they hide behind chat bots.
10-01-2024 01:59 PM
@DavidBa_1842118 If you have used one email address, then you can only order a second sim as a "nickname' sim within a group. Otherwise, each account requires a different email. I wonder if this has confounded the system as you tried to use the same email?
Take a look at the help article:https://help.smarty.co.uk/en/articles/3417277-what-is-a-group-plan
10-01-2024 02:05 PM
No MSF that is not the issue. My wife joined with her own email address. I am saying I rejoined at the same time but I have yet get a new SIM created or posted to me. It looks stuck in the system to me.
10-01-2024 02:14 PM
My status remains as --- Awaiting number...
Your phone number hasn’t been assigned yet. This happens automatically. When that’s done and your SIM has arrived you’ll be able to activate your service from here.
10-01-2024 04:00 PM
@DavidBa_1842118 Thanks for clarifying - I thought you meant that you were both using the same email! (it happens!)
Did you rejoin with via the same account? I wonder if the system is confused because there is an old and a new account with the same email?
Or, then again, perhaps post is running at snail's pace but just for you and not for "she who must be obeyed"
10-01-2024 04:17 PM
No my number hasnt even been allocated so it is not in the post. I am thinking of using a different email address and signing up again but I teally shouldnt have to
10-01-2024 04:42 PM
@DavidBa_1842118 My understanding has been that a number is allocated when the sim is activated.
I would expect that to be because many sims must be sent out e.g. extras to give to friends to sign them up - and I'm sure that loads of them are never used.
10-01-2024 05:02 PM
No it means the sim hasnt been created. If it had been posted I would have the option to Activate not a message that no number has been allocated. I tried to create another account but it wont accept my PAC code as obviously it is already in the system. So unless someone fixes things I would have to wait a month to get a new PAC
10-01-2024 05:06 PM
@DavidBa_1842118 Did you try web chat with Smarty Support? They can see what is happening with your account.
10-01-2024 05:09 PM
I tried but I cannot get to a person it just gives unhelpful responses. I found an email address but they just said it is lost in the post and reorder the sim. Maybe after 5 days I will get the option but I doubt it - catch 22
10-02-2024 09:06 AM
@DavidBa_1842118 Perhaps raise it as a Complaint via the web page? This may reach further up the food chain.
10-02-2024 04:37 PM
I found an old Smarty family and friends SIM that has not been activated. But I don't think I can use it since my PAC code is linked to my new account - is there any way around this?
10-02-2024 06:29 PM
@DavidBa_1842118 The only people who could change anything would be Smarty Support Team via web chat I'm afraid.
10-03-2024 02:52 PM
This is now resolved. I eventually got someone one the Smarty Support Team and I used my family and friends sim. My number should be switched over tomorrow. It seems I may have had a fat finger with my date of birth so it needed to be verified. Unsure if that was the hold up. Was told also rejoiners cannot use the same account but I am using the same one. PAC number wasn't getting accepted when I tried to raise another account so definitely needed a human support person. Pity they hide behind chat bots.