UK SIM not working in Australia

[BrianLom_115489]

Since arriving in Australia, I've been unable to use my Smarty UK SIM (just required for 2-step banking authentication etc as I have a local SIM for calls, texts and data).

The SIM is recognised by my phone and multiple local phone signals are identified but for some reason I can't connect to any of them.

The APN is now set to mob.asm.net but the change was made post-arrival in Australia - could this be the source of the problem?

I've tried toggling all of the various settings on and off but without success.

My local Aussie SIM works fine in my Poco F3 but it stops working when my Smarty UK SIM is added to slot 2 - my Smarty SIM is therefore currently residing in my old Motorola g(8).

I was last in Australia in April 2024 and my Smarty SIM was connecting without any issues at that time. In the meantime, the 3G network has been turned off in Australia. I mention this in case it is significant but as the settings on my 2x phones allow me to select 5G (Poco F3) and 4G/LTE (Motorola g(8)), I assume this is not the root cause of the problem.

I don't know if it's relevant but I should also note that I was unable to connect to either WiFi or mobile data while on the train to the UK airport.

Ideally, a solution to this problem can be found but, if not, what are my options?

1. Smarty could send a replacement SIM to my UK address for a relative to post to Australia (it probably wouldn't arrive until after Christmas)

2. Is it possible sms messages to be forwarded to another number (similar to call forwarding for voice calls)?

3. I could do nothing (not a great option as I'm staying in Australia until after Easter 2025)

4. Are there any other options?

All suggestions welcome.

TIA

[SmartyTrousers]

I'm not sure why adding your Smarty SIM to your Poco stops it working if it connects to the Oz networks with an Oz SIM, but the reason your Motorola won't connect may well be related to the 3G switch off there.

Not only have they switched off 3G, but the networks have also blocked any phones connecting if they aren't confident that that phone can make emergency calls over 4G. This has led to hundreds of thousands of phones there being blocked from connecting to their networks, and also impacts some tourist phones. Here's a video with more info.

In answer to some of your questions, unfortunately there is no facility to forward SMS to another number like there is with calls.

I doubt getting a new Smarty SIM will make any difference.

If you mainly just needed your Smarty SIM for 2FA codes, can you use some other 2FA method, such as an app?

[DavidFa_1123614]

Hi , Thanks for your referral to the YouTube  on the topic it has answered my query as to why we had two phones not connecting in OZ despite working faultlessly in the USA, Hawaii and New Zealand over the last few weeks, nothing worse than turning up at Sydney airport and getting no connection.

my Airalo data  e-SIM finally connected after two attempts  but now left without a working voice or text option. Although my phone does come up with an SOS only  option I am loath to try it.

you did put an end to a weeks worth of rebooting and resets so so I am grateful to you.

[DavidFa_1123614]

Hi Brian, just had exactly the same problem with two iPhones with Smarty sims.

I now know this is due to the smarty sim being 3G based and the fact that our  iPhones are ‘foreign’ despite being 4G compatible.

i had a similar problem in the USA in April but this was not a problem a few weeks when arriving there a few weeks back.

After 2 attempts I did manage to get my 5G Airalo data e-sim to work so we are not completely stuck . It is however very frustrating. There really should be a warning about this as it has taken me a week before finding your post and smartytrousers reply to get to the bottom of if it.

it appears that putting an Australian e-sim or SIM card may not overcome the problem as the IMEI number identifies it as a  ‘foreign’ phone.

[give-us-eSIM]

What are you even doing? There is *no such thing* as a SIM being ‘3G based’. That’s a complete nonsense. 

Suggest you stop playing around with expensive travel eSIM provider options - which don’t even provide voice or sms - and simply switch to a better UK carrier that has fully eSIM support.  This is not difficult. 

[DavidWi_1812129]

100% related to the 3G switch off in Oz, have the same problem no sms or calls.  I spent 50 minutes on chat with them and asked 5 separate times to be connected to a manager. I'm still playing email ping pong with them but they're reading off a script so don't actually bother to understand the problem.

I'm looking to see if I can swap to another UK provider that has eSims since I'm still here in Oz just now. Been working fine for the last year and a half until a few weeks ago.

[MSF]

@DavidWi_1812129 If you are stuck, it may be worth considering an Esim from one of the online suppliers like Airalo. Admittedly, most of them do not offer calls & texts, just data.

[give-us-eSIM]

It’s completely baffles me why anyone would recommend Airalo when the *sole use case* is to support MFA SMS codes from inept providers that refuse to use other MFA methods. 

The reality is Smarty is not the provider for this use case. They don’t support eSIM - locking out those in North America - and have onerous line obligation clauses which require multiple funding / billing events each 3 or 6 months (I forget exactly). 

Compare that to 3 UK who seemingly never cease lines without any chargeable activity, or even Voxi (who as of this week fully support eSIM) which requires one chargeable event a year and there is no contest. 

There’s even a support option with eSIM.net who offer SMS via eSIM for £6pcm. 

Stop recommending travel eSIM providers when they are clearly not a fit. 

[MSF]

@give-us-eSIM  If you read what I said , I recommended an Esim from a provider as a way out of a problem.

Given that this forum is designed to assist customers with problems, I feel that m post may bear slightly more relevance in this case.

Also, given that you seem to be very anti-Smarty, I don't understand why you are staying.

[give-us-eSIM]

I absolutely read what you said.

You referred a person whose some reason for a UK sim is to receive SMS for MFA to a provider that DOES NOT OFFER phone or SMS service.

If you’re going to give advice, at least be accurate. 

[give-us-eSIM]

It’s time to bin Smarty. Their lack of eSIM is woefully unacceptable now, especially as Voxi just launched full eSIM support.

Switch to 3 UK or Voxi UK; both fully support eSIM and are generous with their terms for keeping your number without spending much (two chargeable events every year). 

There’s also the consideration that now Voda owns 3 UK, the Smarty brand is not long for this world. 

[give-us-eSIM]

Only Smarty can explain what’s going on with your line. Being unable to connect to WiFi is irrelevant to your carrier issue. 

Easiest option for you is to sign up on Voxi UK and have an immediately provisioned eSIM.  Get your PAC from Smarty and port out to it. 

[Chrissi_1538503]

I am currently in Australia and although I have a local sim for data I still need my UK number to receive texts and the occasional call (mainly one time passwords - on previous visits I have not has a problem using my Smarty SIM however this time nothing will work - no calls and only iMessages vis data - I need to get my number working so that I can receive texts from my bank and HMRC - I tried downloading a VOXI eSim but I couldn't activate it as I am in Australia - Can anyone recommend a way I can get my  UK number to work - Ie an eSim that I am able to activate whilst outside the UK

[Rebekah_150]

Hi Chrissi_1538503,

Our customer care team are available to offer account specific advice https://smarty.co.uk/contact available daily from 8am – 8pm.

[GlennHar_699888]

I too am currently in Australia and have exactly the same problem. I use my Smarty sim as part of a dual sim setup in my phone together with a local Australian e-sim, which used to work prior to the Australian 3G switch off.

I tried moving the Smarty sim to my wifes phone in case my phone was knackered as she also has a dual sim setup with a UK GiffGaff sim, (which works by the way), but the Smarty sim still didn't work. In desperation I put the sim in an old iPhone 5 that hadn't been used for years and it worked fine until I got cocky and updated the phone to the latest operating system, then it stopped. 

So what I'm saying is If you have access to an old phone try your sim in that and if it works whatever you do don't update the phone!

My plan is to get a GiffGaff sim sent to my UK home address then get a friend to activate it there, then transfer the number over and post it out to me. It's a shame to have to leave Smarty but if it won't work in Australia it's no good to me.

[Sue-Ell_2414697]

Just letting People know that Smarty indicated to me that it was an Iphone issue (PLEASE, this is garbage).  My iphone passes the Telstra test (the main Telco provider in Australia).  It has not been black listed since the 3G switch off.  I have gone down the track of purchasing dumb phone which has all the current required capabilities for Australia just to prove it is not an Iphone issue (which Smarty have indicated they are awaiting a software update in March). 

If you scour the internet you will see that people from the UAE, Singapore, Thailand, etc are all unable to connect in the main.  The UAE website discussion boards were very complex and hinted at issues with 'agreements by your provider (Smarty)' with the Aussie Telcos to allow or pay for the Volte service.  I struggled to follow but it appeared to be if you had a Post Paid Service for Data you were ok.  So I am not blaming anyone but as it stands there does not appear to be a clear list of any Telco service providers in the UK that provide a roaming service that could be connected to in Australia. 

I understand the first hurdle is your handset, but if you pass that hurdle you are still left with the lovely SOS message.  If WIFI calling appears at the top of your screen it might be that you have won the lottery.

As to those people suggesting purchasing alternative local sims, give us some credit.  Most of us have done that.  Great cheap sims work in my Iphone SE 2022 (purchased in the UK - used Coles (Telstra and Amaysim - Optus).  The problem is the 2FA (who designed this hell on earth).  One financial institution said they could change to an alternate UK number (after they send a form to my UK address).  Great as a single person with no family or friends that could forward that to me in Australia - not an option.  My bank was as useless as they come (swore only a UK number can be updated to another UK number).  They verified me using telephone banking pin and suggested using a 'fax' service (please heaven forbid I need a subscription service for that).  Eventually they realised that I have been verified for phone banking and took verbal instructions.  So please don't make fun by suggesting Esim's etc and local alternatives.  This hell which modern technology has created which means we are identified by our phone number (remember we are verified by a piece of kit - you the person using it are NOT verified by this).  As Australian I can't find someone who is even willing to sort this mess out.  I can't update any UK apps that are sending codes via SMS - having even lost access to my phone banking APP as it needs to be re-registered using 2FA.  I can't approve any credit/debit transactions as they are approved via the banking App.

Is there anyone who has managed to use their UK sim in Australia (phone handset is not relevant at this stage).  You can buy a $40 dumb phone to put the Sim if you are caught by the blocked IMI handsets.  My brother has terminal cancer and I would like to extend my stay but I can't keep trying to get into important transactions via a series of ignorant banking employees etc.   2FA is great if your institution allows authenticator apps but many processes do not.  

If anyone has relatives/friends etc. that are using a UK number in Australia and would share their set up I would greatly appreciate.   At this stage Smarty are just waiting for Apple to do a software update which quite frankly I doubt will do anything.   It really does appear to do with Telco agreements as it is impacting so many different 'plans' worldwide.  I

f you port your number do you need to be able to get SMS codes to do so.  

Sorry rant over

List of working UK SIMs would be appreciated (yes, I have roaming credit etc and like others have used my existing SIM for several months before 3G switch off).  I have tried to view the community notice boards of other UK providers, and it is not clear that any are working as intended.  Volte agreements appear to be the issue?

Thanks

[MSF]

@Sue-Ell_2414697 I did read about this issue before going to Australia. I had purchased a Three sim (because they offer included roaming in Australia), but was then concerned that I might have the same issue as you encountered.

In the end, I went for an Esim because I have used them before in other countries with success. Now admittedly I could not receive a 2FA text as they only offer data plus calls via internet, nevertheless I could use apps, make calls via WhatsApp and call the UK via their web app if necessary.

Hard to know where you will find a list of providers whose sims will definitely work in Australia. It seems that the government there assisted the foul-up by bringing in new regulations, bless them!

Currently, I have been fortunate in that my bank etc works via their app with facial recognition and so have not needed any 2FA texts - long may it last!