Second week of No Connection

[Christop_163203]

I know that this current problem is out of the hands of Smarty directly as it an issue with just one transmitting mast in west Cumbria and that Three is doing their best to gain access to the mast which is on private land owned, I am given to understand, by the Nuclear Decommissioning Authority who are allegedly denying access.

I just wondered how many members around the area of Whitehaven are affected (I know all Three customers here definitely are)?

If you are local to this area and have had constantly no connection or a weak data signal since January 20th please reply to this Post. Thanks

[EricHaw_2255501]

Same here. I use it for broadband in my flat and reception is appalling. I've tried to contact Smarty but a waste of time on their chat. No response. Seemingly EE having similar issues.

[MSF]

@EricHaw_2255501  I think the is why Smarty specifically mention that mobile data is not a replacement for broadband.

[EricHaw_2255501]

I never said that it was. Just helping the OP.

[MSF]

@EricHaw_2255501  That's fine then. I think a lot of people do not realise this.

[EricHaw_2255501]

Not really relevant to the OP. The issue is a service outage in Whitehaven. The OP was asking if anyone else was having issues not whether Smarty is suitable for broadband. 

[MSF]

@EricHaw_2255501 Yes, I get that. It was your "I use it for broadband in my flat and reception is appalling" that I was referring to.

[EricHaw_2255501]

Yes due to the outage in Whitehaven, which was the OPs original question. I finally got through to customer service and the fix date is the 10/2 (information for the OP). I am just trying to help.

[Foxtrot0mega]

I'm in Whitehaveb and haven't had a signal since at least Jan 20th. Paying £40 a month to get nothing unless I find a WiFi access point (but what's the point in that when the whole point is to be connected anywhere!) I'm seriously considering going somewhere else because this is ridiculous in the 21st century! 

[MSF]

@Foxtrot0mega  Firstly, I'm not clear why you are paying £40 when the dearest plan on Smarty is £20 (when not on promotion).

Secondly, the mast is run by Three and so Smarty have limited ability to do much about it. @EricHaw_2255501  has found the anticipated fix date to be 10 Feb, so presumably some serious problem.

[Foxtrot0mega]

I paid £40 because I have myself, my husband and my 2 kids on smarty. I don't care who owns the mass there's been only 1 text about it and zero offers of compensation.  When I'm out and about I should be able to use my phone as what if I'm in an accident around Whitehaven, I can't phone or get in touch with anyone.

Hope that answers your question! 

[MSF]

@Foxtrot0mega Yes, you have now explained why it is £40.

I think that you would need to ask for compensation because otherwise how would Smarty know that you had zero service? They don't know if you only use your phone in the home mast area or if you regularly travel away.

Rare is the network or service that never suffers a breakdown.

[Christop_163203]

I have had different reasons given to me for the reason of no signal. Heavy customer traffic, planned maintenance, weather when the fault is actually an electrical supply failure ( as reported in the news media) . Also four different dates given to me of when the mast will be fixed, each one has now passed.

I requested and received compensation for this month.

I have now been told that the downtime is due to an upgrade of the mast which will be completed "soon". I asked that since it will be "soon", could they suspend my recently acquired promotional plan until the signal was restored. The answer was yes I can suspend my plan but the promotion would be cancelled. 😡

I have been with Smarty for several years and until now have been completely satisfied with them, but this month I have only received 17 GB out of my 80 GB allowance (before loss of signal on January 20th).

My plan renews on 13th but to keep my promotion, Smarty expects me to pay for a service that they cannot provide.

[Christop_163203]

Let's hope February 10th (tomorrow) is this time correct 🫰

[MSF]

@Christop_163203  Well, I'm glad you at least have had something back now.

I must say that I'm rather surprised at their response to suspending your plan - given that it isn't your fault. In your position, I would certainly raise it as a complaint so that it reaches further up the 'food chain'. Good luck!

[Foxtrot0mega]

14:50 10/2 still no signal 😢 

[Christop_163203]

February 11th ( having passed yet another date given for normal service to resume ) and still no signal despite my friend and neighbour being told by Three yesterday that the mast was fixed and all he had to do was restart his phone .... but that made no difference.

[EricHaw_2255501]

I've just been looking at the EE forums, seemingly they use the same mast as well as Vodafone. Their customers have now been given a date of 20/2 for repair. This looks like it could roll on for some considerable time. As reported above a contractor has severed an electric cable. This now has to be completely replaced. 

[EricHaw_2255501]

Please bear in mind this is just me reading the EE forum who seem to get more info than we do but allegedly engineers are digging over the weekend and restoring the power supply to the mast on Albion. Probably another false dawn but just thought I would update everyone. 

[Christop_163203]

I have been done to the mast this morning and true enough the electrician is busy feeding in the new supply with labourers sweeping the pathway where presumably the new cable has been buried.

Fingers crossed it may be up and running again today.  January 20th to February 21st a long time with no signal. I've never drunk so much coffee than I have during the last few weeks. I'm almost on first name terms with most of the Costa staff 🤣

[Christop_163203]

Well the new cable was installed on Saturday 21st but I don't think the transmitter has been reset yet cos there is still no signal and my OpenSignal app cannot see the mast even when I am using WiFi immediately in front of the madt