Significant delay in voice calling - both on wifi and without.

[PhilRig]

Hi everyone,

I am quite new to Smarty and have an issue with voice calling - Calls connect with no problem but there is a significant delay in the other person hearing me. Sometimes this delay is such that I have to abandon the call. It seems to be worse when using WiFi calling. I’m on iPhone 12.

Any thoughts?

[Chalkychap]

I have very good WiFi Calling on my iPhone 13 @PhilRig. 

I'm running iOS 16.7.1 - what iOS is running on your iPhone 12?

[PhilRig]

I’m on 17.0.3 so bang up to date. I’ve tried resetting everything and clearing cache etc so hopefully that will help.

[MSF]

@PhilRig Any chance that you could try the sim in another phone to see if it is replicated? This would rule out a problem with the handset.

[BrianMcBriany]

I’m having this issue too on an iPhone 15 Pro, with full 5G signal or using WiFi calling. Brand new SIM.

im really anxious for a fix. I’ve tried logging a support call via chat, the staff didn’t really seem to understand and just closed the ticket after a few weeks.

[MSF]

@BrianMcBriany  As I said earlier to the OP, have you tried the sim in another phone?

[CJB]

I am having a similar problem. I am on Android, have tried the sim in two phones, and get the same problem on both phones. The call starts fine with no delay, but as the call length increases, say talking for 10 or 15 minutes, the voice delay increases. For example, I ask a question, but the person i'm talking to, does not answer for perhaps 10 or 20 seconds, and vice versa. It makes having a conversation impossible. The only solution it seems, is to restart the call. This happens on both network and wifi calls.

Any suggestions ?

[Mason_1561875]

Also having this issue for the past month or so. iPhone 13.

[Dominic_2009501]

Im having the same issue - Originally when I was on Three I would call a family member on their landline and after 20-30 minutes a delay in my voice transmission to them would occur.  It would then get so long we would have to abandon the call.  I have since switched to Smarty - who are owned by Three and use Three's network and the same problem happens.  I have made calls over wifi, without wifi, with bluetooth headset and without bluetooth headset yet it still happens. This happens on different phones with the same SIM card in.  It shouldnt be the SIM because as I say I was originally on Three and switched to Smarty and ported my number to a new sim card.

[AlexHin_2237096]

I'm having the same issue, i've tried the same troubleshooting. I even get the delay at different cell sites away from my usual home ones. The delay is often present as soon as 2 minutes into a call. Has anybody had any joy with customer service? Device- Google Pixel 7 Pro up to date

[R_Lokish]

I'm having this exact issue mid-2024. It's so bad, often the delay even begins at the start of the call. This is extremely frustrating and happens around 50% of the time. Unfortunately SMARTY support is of no use and there is not much about this issue online.  I'm switching to a non 3 run network.  

[Frank121]

I also have this issue intermittently and normally only when I call fixed lines. It's very random even in the same areas with very good 4G coverage. It's really annoying and I am suprised there aren't more complaints about this as even seems to occur with latest devices. Maybe not many people call fixed lines, but I am having this issue on/off for the last year. This issue does not happen on 3G but with the switch off just around the corner - then my experience is only going to get worse. I thought over time this would be fixed but since it's been a year already, it's not looking likely. 

[MSF]

@Frank121  You mention that this only occurs when you call landline numbers. Do you know if they are internet based numbers?

It sounds rather like the issue may be at the interface where mobile moves to landline. That said, I make all calls via my mobile these days and do not experience that problem on 4G/5G.

[Frank121]

@MSF- There is one landline that I call all the time which is a traditional PSTN line served on copper provided by TalkTalk. (not Digital voice or internet based) When I call this number, the delay happens often but not everytime. Other than that number, it also happens when I call other landline numbers or call centres etc. These of course could be internet lines.

If you also make these type of calls and have never experienced this issue then that's good to know. What device do you use? I've yet to properly try out another device but given this thread exists for diifferent devices - I wasn't very hopefull.

[MSF]

@Frank121  In our house there are two of us with iPhones and we do not have issues (hope that hasn't jinxed it!!!!)

[Christop_537605]

Wow, thought it was just me, been happening to me since October last year, Samsung Galaxy S23 Ultra and as of yesterday IPhone 16 Pro Max happens for me when ringing all numbers including mobiles regardless of being connected to WiFi or not. I have experienced delays as long as 40 seconds, only way to fix has been to abandon call.

Always assumed it was the Samsung, never thought it could be the network hmmmmm

[Stephen_1565459]

Just been experiencing the same issue when I call a certain landline often, this particular landline is supplied By talk talk and after 10-15 mins there sometimes gets a 5-10sec delay between the two of us. As I’m talking to an elderly person with dementia this get very confusing for them, and I find it better to hang up and start again. This doesn’t seem to happen when the landline calls me? 
I mostly call on Wi-Fi calling as the signal here .

Very annoying when trying to keep in touch with someone vulnerable. Maybe Smarty/ Three should look into this issue. 

[MSF]

@Stephen_1565459 As this is mentioned from time to time, I do wonder if it involves the transfer of the call from mobile environment to an old copper wired environment. Until everyone is on voip, that may be a problem.

[SimonFi_2369566]

I have been having this with one number I ring ever since moving to Smarty, but, I had actually in my head laid the blame on the side of the person I was calling; simply because it's never happened with any other call.  Hadn't seen this thread previously.

I do know the number I'm calling isn't any longer a BT number as the person moved to Post Office I think and I was thinking that was why.  It is very frustrating; never had it when I was with EE and they haven't changed their supplier.

[akis]

I just discovered this long and old thread, as I have just posted the same problem: voice calling delays, so the other person cannot hear what you say until many seconds, or even minutes later.

Wifi calling is switched off. Android phone.

As this seems to be an old problem, affecting all kinds of phones, which surely they are aware of, I think the only solution will be to go with another provider. Sadly.

[BlueSmarties]

This is a smarty problem.
I've done extensive testing with several phones and sims from various providers both piggybacking off 3 and EE; all using wifi calling.
The problem is manifest with smarty sims and wifi calling. Predominately I find it's calling other people on the 3 network who are not using smarty.
Another big problem is the smarty sim keeps wanting to swap back to cellular from wifi even if there is zero bars and a flip to no connection at all. The weakest of signal and it's trying to flip back to the cell from wifi.
Some other providers dont do this.

Calling from other providers back to smarty there isnt an issue. I can call a smarty number from another sim and it will connect. Then hang up and immediately try to call it back and the smarty sim just wont connect.
Be it on the same external IP, or different internet connections, it matters not.

[MSF]

@BlueSmarties  From your variety of posts, you seem quite unhappy with Smarty generally.

Is it safe to assume that you will be leaving / have already left?

[BlueSmarties]

Well I'd like to think that people working for smarty would participate in these forums and take onboard the feedback.
It's a rare thing for any company these days to listen to their customers until it becomes a complaint issue.

Also have you heard of the phrase "better the devil you know" ?
Just because smarty has a lot of problems, doesn't mean that others aren't worse.
Have you ever dealt with 3 directly? There's a poor experience for you.

I assume you're a fanboy rather than an employee from your tone?

[MSF]

@BlueSmarties While there are Smarty employees on here who make themselves known, they act as moderators rather than the voice of Smarty.

I'm not a 'fanboy' as you assume and I am not an employee - I simply try to say it how it is.

I fully accept that the service won't work for everyone. I had many years living in an area with virtually no reception from any network - but there wasn't anything I could do about it.

Smarty operates as a no-frills offering and I'm sure that the accountants keep a very close eye on the profit line and will only change things if that shows signs of decreasing.

[BlueSmarties]

It's a bit more than that. You are coming across as very defensive of smarty, making excuses for the lack of a fix.
It is by talking about problems that we bring about solutions.

Lord knows the company I work for has problems in their offering that have only been fixed by pushing the customer complaints until finally it reaches critical mass and is rectified.

People apologising for that (which is in most businesses due to only focusing on development but "bug fixing") due to things like lack of budget or lack of resources, are unhelpful in effecting change. It's typically due to a problem in strategy and inability for various departments like customer service, marketing, product development to communicate effectively.