Formal complaint regarding SMARTY sent to them and others
Dear Sir/Madam, Re: Formal Complaint Regarding Unjustified Account Suspension and Distress Caused I am writing to raise a formal complaint about the way my SMARTY mobile service was suspended on 1st December 2025 without any warning or valid justification. I have been a loyal SMARTY customer for several years, and the events of today have caused significant disruption, stress, and damage to my confidence in your company. Earlier today, SMARTY collected £8 from my account via Direct Debit as normal. Only a few hours later, my service was abruptly paused. I received no notification prior to this action, and as a result, all incoming and outgoing calls and texts were suddenly blocked. When I eventually managed to contact SMARTY support, I was informed that my usage pattern suggested I was running a business. This accusation is entirely unfounded. I am an elderly and disabled individual who relies heavily on my phone to support my daily life. I also care for my even older mother, who lives six miles away, and whom I phone twice daily. In addition, I volunteer as a telephone befriender for a society that supports elderly and disabled people. My regular calls and messages are solely related to personal care, family support, and voluntary work. I was then told that my level of text messaging indicated “spamming.” Again, this is wholly incorrect. At no point have I used my device for any form of commercial, automated, or inappropriate messaging. The sudden loss of service caused significant chaos and distress. I was unable to contact my mother, relatives, or the vulnerable individuals I support. This not only disrupted my day but also put others at unnecessary risk. I consider SMARTY’s actions to be irresponsible and unacceptable. The lack of warning, the baseless accusations, and the impact on my ability to carry out daily responsibilities have left me extremely disillusioned with your service. I have already contacted Trading Standards and the press because I believe this situation highlights a concerning failure in your customer practices and safeguarding responsibilities. I request the following: A full explanation for the suspension of my account. Immediate reinstatement of my service. Confirmation that my account will not be wrongfully flagged in the future. An apology for the disruption and distress caused. Consideration of compensation for the service loss and the impact on my day. I expect a timely response in accordance with your complaints policy.
New SIM active no data and slow SMS
Hi I am a new customer and activated my SIM this afternoon it is showing active on the dashboard with a current plan, however the phone signal is alternating between 0 bars and all bars, and mobile data is either off or extremely slow on the speed test like 0.1 mbps. Although I can make a call the text is whirring for ages before it sends. Is it normal to have a few hiccups until things settle down. I was previously with Giffgaff and the signal and data were fine. I also was sure to check network coverage which was also fine for my postcode. It's only been active for about three hours so maybe it takes longer until everything's working normally??? Thanks. Adam
Network Throttling?
Smarty's Policy on Network Policy states they don't do Network Throttling or Data Shaping. However, I've been having an issue very similar to what this user described last year. Between 1am-8am approximately, the connection is fine. By 8am, the Download speed has suddenly dropped to ~4mbps, and by 5pm it's down to 1-2mbps. Upload is unaffected. I've been a Smarty User for over 5 years, and I've never had any contact or warnings about Network Usage. My Dashboard info shows a fairly consistent monthly useage of (+/-) ~500Gbs for the last year. (I'm on Unlimited). The device is in the same position at the various hours I'm attempting this - with a consistent signal strength, and no variation in the hardware/software that's in use. The timing of the 'throttling' is very consistent. Can anyone offer any information / ideas on what the cause is, and how I can fix this?
Phone Sim not connecting in Router
Hi all, I have a smarty data sim that I was using in my Cudy 4G router, all good. As I was low on data I tried to put my smarty phone sim in the router as it has 50gb pack but it will not access the internet, I have activated the sim and reset the API but it will not connect, when I put the data sil back in it works fine again. Any ideas? kindest regards, Al.
Smarty decline since merger
Any one else noticed the decline in data speeds and reliability since the merger. Smarty outages are now lasting days instead of hours, 2 - days now with less than 2Mbs, sometimes drops to 0.5Mbs on 4G - upload speeds are fine at 20Mbs. I used to get 70Mbs download even on 4G+. Three as always says work on going but Smarty only sends you to the community, not sure they have a customer service portal.
Bad Smarty signal issues
For the last 24 hours my signal just cuts off, the signal displays a !, then an x with empty signal bar. I have to keep going in and out of aeroplane mode, the signal comes back for about 1 minutes then it cuts out again. I have unlimited data and not had this problem before. Any help, thanks
Group Plan Discount Help
Hi everyone! 👋 I’ve just joined Smarty and recently created a group – I’m the admin. I’ve invited my friend to join via my referral link, and we’re just waiting for his SIM to arrive. Once it’s activated, he’ll be joining the group. I’m a bit confused about how the discounts work though. It’ll be a mix and match setup, as he uses more data than me. My plan is £6 for 10GB, and his will be £8 for 50GB. Willl he be the only one who gets the 10% discount, or do both of us get it once he joins the group? Just want to make sure I’ve understood it right before his SIM arrives. Thanks!