Day 2 of no service from Smarty
Despite Smarty having taken the fee for the provision of a mobile phone service, day two sees me with my account still paused. This means I can make or receive no phone calls, no texts to other than iPhone users and no effective phone service. This is now becomeing very serious. I have made a formal complaint twice, copies of that complaint emailed to Smarty customer service and complaints in previous posting. Being disabled makes this a living nightmare. My sister has visited me this morning as her usual phone call to me could not be connected. Smarty customer service 'chat' seems incapable of assisting. They offered me a phone number to call but I cannot make phone calls! I seriously wonder whether now is the time to seek assistance in closing down my account with Smarty and going with a proper service provider.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.SMARTY acting irresponsibly
I am disabled and elderly. I support an even older mother who lives six miles away. I am also a telephone befriender with a society which has elderly and disabled members. We all phone and text a lot. I phone my mother twice a day. I phone other relatives as well as friends. Today, SMARTY took £8 from my account by Direct Debit. A few hours later, SMARTY paused my account without warning. When I eventually worked out how to contact them, I was informed I appeared to be running a business and using their service. I am not. I was then told that my use of texts indicated I was spamming. I am not. In shutting down my phone, barring all incoming and outgoing calls and texts, SMARTY brought chaos to my day. I am still waiting for a resolution to this. They have acted completely irresponsibly and although I have been with them for several years, this has completely changed my opinion of them. I have approached Trading Standards and the press as I believe this is such bad practice on the part of SMARTY. Today has been utter chaos. THANKS FOR NOTHING SMARTY. I am very very disillusioned with your company.
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
iPhone: calls and texts fail even with 4G data since Three-Vodafone merger — anyone else?
Hi everyone, I’m wondering if anyone else has seen this. My iPhone 16 Pro often won’t make or receive calls or texts — even though data works perfectly (WhatsApp, Maps, browsing, etc.). The signal icon shows 4G and there’s no sign of a problem until I try to make a call or send a text, someone tells me they couldn’t get through, or a text arrives hours late. When it happens, I can usually fix it by turning off Wi-Fi and toggling airplane mode once or twice. This has been happening only since the Three–Vodafone merger started rolling out. Do I need a new SIM, or is there a network-handover quirk affecting iPhones? Would love to know if any other SMARTY users — especially those who’ve been through similar handovers — have seen this and found a lasting fix. Thanks in advance!Sent text not showing as me to my contacts.
Hey guys. Just joined Smarty from giffgaff, used a pac code to keep my original number. Transfer went through today. When I call or Watsapp my contracts it's showing as me. When I text, to my contacts it's showing as unknown and the number is the original sim number and not mine that I've imported. Chatted online with an agent and he tried all sorts but wouldn't solve the problem. He ending up saying I needed to order a new sim card! 😳 🤦♂️ Phone is an android OPPO Find X5 Lite.
Text to USA number not going through from UK
I am getting a "not delivered" message when trying to text a USA number. Details: - currently in the UK - I have a USA based iPhone - I have an add-on - I can text UK number. - When I was in the USA texts to a UK phone went though. So, I assume my add-on is active - The receiver has an Android phone
Problems with confirmation codes
Hello, I don't receive confirmation codes (from banks, HMRC, wi-fi company, etc. Even from Smarty ...), which means that I can't access my accounts unless I ask for the code to be sent to my email address (although this option is not often available). I have to call people (when they answer) to access all my accounts now. It used to work fine... until this summer. Would anyone have an idea about what could cause this? Any help would be REALLY welcome. Also is there a way to talk to someone from Smarty? I wonder if something changed in my contract. Many thanks !RCS chat stuck on "setting up"
As the title reads, my RCS chat for Google Messages has been stuck on "setting up" since getting my Smarty SIM and porting my old number to it. There was a brief period where I had both new and old SIM cards in the phone (S22) as I needed data but also needed to be contactable while I waited for the port to finish but it's just the Smarty SIM now in slot 1. I've tried all of the usual steps such as clearing the data for messages and carrier settings, restarting, etc but nothing seems to work. Any suggestions before I give up? Thanks in advance.UK SIM not working in Australia
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