Unable to receive calls on Samsung

[Catheri_3203728]

Hi

I've been with Smarty for over 1 week and I'm unable to receive incoming calls. I can get calls and messages on WhatsApp and I can also receive SMS messages but no calls. If someone phones me they get a message that the number is not available. I brought my number over from O2 and I received a message from Smarty saying the transfer was successful. I've missed calls from my sons school so Im starting to worry now how much longer will this last. Any help or advice ??

[WelshPaul]

What phone model is it and where did you purchase it from? It sounds like WiFi calling/VoLTE isn't working on your device.

[Catheri_3203728]

It's a Samsung A16,I've checked the settings and it shows VolLTE as ticked for preference. What else can I check ?? I can't go another week without getting calls going to have to change to a different supplier as no one from Smarty has been back in touch after I reported it and someone said i would receive an email from a different department- that was 4 days ago. 

[WelshPaul]

Where did you purchase it from? If it was purchased via another network provider or abroad, it would have a custom firmware installed and thus likely won’t work with some other networks even if unlocked.

[MSF]

@Catheri_3203728  I recommend reading through this article to check if your phone is compatible with the smarty VoLTE protocol: https://help.smarty.co.uk/en/articles/8985136-checking-if-your-device-is-4g-volte-compatible 

[WelshPaul]

Given that the Samsung A16 was released in November 2024, it should work. That being said, Android devices come with a variety of firmware revisions. Some are customised to work with features and services that will only work with the network it was supplied by.

There are two hardware variants of the Samsung A16 here in the UK. These are the 5G (SM-A166B) model and an LTE-only variant (SM-A165F). It would help if we knew which one the OP had along with the firmware version.

[Rebekah_150]

Hi Catheri_3203728,

While your phone my be VolLTE capable it may not be compatible with SMARTY, I recommend contacting our customer care team who can provide account specific advice for you https://smarty.co.uk/contact available daily from 8am – 8pm.

[EdwardM_3223418]

Same problem here. Samsumg Galaxy J6. Works fine with O2 (but their 4G signal is extremely poor here hence switching to Smarty). Ported number across no problem, mobile data strength is good, can send n receive sms, txt etc but cannot make or recieve voice calls. Have already missed several important calls and 1 vital medical one. Already tried everything on help page without success.