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ChrisGo_2486818
SMARTY Commentator
Joined 11-01-2024
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Re: Still no service after joining Smarty
Hi All, I finally found a solution and all is now working perfectly My solution was to get a PAC code from Smarty and port to a new provider which solved all the problems. Thank you to everyone on this forum for your help and support, it was appreciated. Regards Chris5.5KViews2likes0CommentsRe: Smarty Porting Problem - 13 days of Web Chat, 6 formal complaints, 0 fix.
Hi All, I finally found a solution and all is now working perfectly 🤗 My solution was to get a PAC code from Smarty and port to a new provider which solved all the problems. Thank you to everyone on this forum for your help and support, it was appreciated. Regards Chris5.8KViews2likes0CommentsPorting problem - Found a solution after 2 weeks
Hi All, Not sure if this would be of use to anyone but after just over 2 weeks with no inbound calls or texts, I finally found a solution. The problem was due to an error in the porting from my old provider to Smarty. After virtually every day web chat and 6 formal complaints, I found the the solution. My solution was to setup a new account with a different provider and port out of Smarty with a PAC code from them. I day later everything was working. If anyone reading this is having ongoing problems, I would recommend you do the same. You could then re-join Smarty afterwards if wanted so you can start again. Personally I got the same price elsewhere but with a bity less data allowance (I didn't need the 50Gb from Smarty and the 25Gb from another provider is more than enough for me). I personally won't be re-joining Smarty. For reference, below is my Smarty experience from start to finish: 5th Jan - Signed up (A really good experience. Website is clear, simple and the whole process very easy). I provided my PAC code during sign-up in the provided section. 9th Jan – After receiving good communication via email, my sim had arrived, and I logged into the portal and activated the sim. 10th Jan - The port of my old number partially occurred around 2:00pm. I switched off my phone and swapped to the new sim. 11th Jan – Web Chat: 13 x sent messages, 11 x received messages. Summary: Port delayed, need to wait 12th Jan - Web Chat: 8 x sent messages, 8 x received messages. Summary: waiting for an update from the team 13th Jan - Web Chat: 13 x sent messages, 9 x received messages. Summary: Reset phone, clear cache etc. Ticket has been raised for a split port issue. 14th Jan - Web Chat: 2 x sent messages, 3 x received messages. Summary: Team has chased network for file exchange 15th Jan - Web Chat: 15 x sent messages, 17 x received messages. Summary: No update, wait until end of the day. Given complaints link. Reset phone, clear cache etc. Received £5 for inconvenience. Other: Received an email stating port was complete 16th Jan - Web Chat: 15 x sent messages, 8 x received messages. Summary: Port will take 3-5 business days to complete. Other: Raised a formal complaint. 17th Jan - Web Chat: 20 x sent messages, 26 x received messages. Summary: Reset phone, clear cache etc. Told port is complete. Reboot phone, remove/insert sim. Requested details of inbound calls. Passed to “dedicated tech support team” Other: Raised a formal complaint. 18th Jan - Web Chat: 7 x sent messages, 5 x received messages. Summary: Issue being chased by the “special team” Other: Raised a formal complaint. 19th Jan - Web Chat: 19 x sent messages, 22 x received messages. Summary: specified "We made a test call to the user where the call rang and had a normal end of call.". Reset phone, clear cache etc. Other: Raised a formal complaint. 20th Jan - Web Chat: 11 x sent messages, 9 x received messages. Summary: said "The team has got the issue, now and are working on it." 21st Jan - Web Chat: 5 x sent messages, 6 x received messages. Summary: Said "The team are still looking into it" 22nd Jan - Web Chat: 3 x sent messages, 4 x received messages. Summary: The team is saying there is an error in the routing of the incoming services. The team are working on it. 25th Jan - Activated a new sim from a different provider. Requested a PAC code from Smarty and gate this to my new provider 26th Jan - Port was successfull. Everything working again with my old number with a different provider3.9KViews5likes3CommentsRe: Smarty Porting Problem - 13 days of Web Chat, 6 formal complaints, 0 fix.
Thanks for your reply, Sorry, you are right the communication ombudsman. I did call them to hear about the 8 week wait. I have no doubt, Smarty is good when things go smoothly. Unfortunately, things do go wrong sometimes (porting or otherwise). My issue with Smarty is not that something has gone wrong, it's the total lack of ability to resolve it and the constant "groundhog day" scenario. One web chat operator admitted their only way to escalate a problem is to write details in the notes. It seems the Web Chat operators have a horrendous job as they have obviously not been given enough training, a concise knowledgebase or the ability to escalate and are having to deal with frustrated customers who have problems.5.8KViews1like1CommentRe: Smarty Porting Problem - 13 days of Web Chat, 6 formal complaints, 0 fix.
Thanks for your reply. I have already checked and I have to wait 8 weeks before I can lodge a complaint against them with Ofcom. I do appreciate your time though to offer help.👍 I have tried to expedite a solution with 6 formal complaints so far and spengin every day on Web Chat. I cannot even think to add up the number of hours spent trying to resolve this. I really do think it's a good priced network and I've never had any historical issues with Three's coverage. But as to Smarty, based on my experience, I would suggest "Buyer Beware" as if you have a problem that needs more than a phone reset, cache clear etc, I wouldn't bet money on a quick (or if ever) fix.5.9KViews1like3CommentsRe: Still no service after joining Smarty
Hi Chalkychap, Thats exactly what has happened. Unfortunately 13 days on web chat and 6 formal complaints have still failed to get Smarty to understands this. "Not so Smarty" in my opinion 😁 Literally this morning (23rd Jan), I received this after chasing (yet again) When I said it still wasn't working thay said (yet again) I needed to order a replacement sim. Regardless of how often I say callers hear "The number dialed has not been recognised" they cannot seem to grasp (13 days later) that this is not a sim or phone issue. I am collating a bucket of screenshots of the Web chat which I will share. I'm sure it will make a mix of OMG and a good laugh for people5.4KViews0likes1CommentSmarty Porting Problem - 13 days of Web Chat, 6 formal complaints, 0 fix.
Hi Smarty community, Below is my daily update of the "Smarty Experience" In summary, since joining Smarty I have been unable to receive any call or receive any texts which I normally use for 2FA/MFA. For reference, this problem is due to a failure in the porting of my number. My understanding is that Smarty needs to restart this or contact the previous provider to resolve. Below is my experience so far... 5th Jan - Signed up (A really good experience. Website is clear, simple and the whole process very easy). I provided my PAC code during sign-up in the provided section. 9th Jan – After receiving good communication via email, my sim had arrived, and I logged into the portal and activated the sim. 10th Jan - The port of my old number partially occurred around 2:00pm. I switched off my phone and swapped to the new sim. 11th Jan – Web Chat: 13 x sent messages, 11 x received messages. Summary: Port delayed, need to wait 12th Jan - Web Chat: 8 x sent messages, 8 x received messages. Summary: waiting for an update from the team 13th Jan - Web Chat: 13 x sent messages, 9 x received messages. Summary: Reset phone, clear cache etc. Ticket has been raised for a split port issue. 14th Jan - Web Chat: 2 x sent messages, 3 x received messages. Summary: Team has chased network for file exchange 15th Jan - Web Chat: 15 x sent messages, 17 x received messages. Summary: No update, wait until end of the day. Given complaints link. Reset phone, clear cache etc. Received £5 for inconvenience. Other: Received an email stating port was complete 16th Jan - Web Chat: 15 x sent messages, 8 x received messages. Summary: Port will take 3-5 business days to complete. Other: Raised a formal complaint. 17th Jan - Web Chat: 20 x sent messages, 26 x received messages. Summary: Reset phone, clear cache etc. Told port is complete. Reboot phone, remove/insert sim. Requested details of inbound calls. Passed to “dedicated tech support team” Other: Raised a formal complaint. 18th Jan - Web Chat: 7 x sent messages, 5 x received messages. Summary: Issue being chased by the “special team” Other: Raised a formal complaint. 19th Jan - Web Chat: 19 x sent messages, 22 x received messages. Summary: specified "We made a test call to the user where the call rang and had a normal end of call.". Reset phone, clear cache etc. Other: Raised a formal complaint. 20th Jan - Web Chat: 11 x sent messages, 9 x received messages. Summary: said "The team has got the issue, now and are working on it." 21st Jan - Web Chat: 5 x sent messages, 6 x received messages. Summary: Said "The team are still looking into it" 22nd Jan - Web Chat: 3 x sent messages, 4 x received messages. Summary: The team is saying there is an error in the routing of the incoming services. The team are working on it.Solved6KViews1like10CommentsRe: Changing number
Hi Aaron, If not too late, I recommend reading this post about porting issues before you port. Things do sometimes go wrong (we are all human after all), it just seems impossible to get any fixes from Smarty. FYI, this is still ongoing and not working for me currently https://community.smarty.co.uk/t5/chats-hacks/still-no-service-after-joining-smarty/td-p/224273.1KViews0likes0CommentsRe: Number change
Hi, I would be very wary of going anywhere near porting on Smarty. Several posts on Twitter about porting issues plus my own experience of not being able to receive any calls or texts for nearly 2 weeks. (still ongoing) 6 Formal complaints and daily exchanges on web chat doesn't solve anything. https://community.smarty.co.uk/t5/chats-hacks/still-no-service-after-joining-smarty/td-p/22427 If you want a number change I would personally recommend another provider based on my Smarty experience2.4KViews0likes0CommentsStill no service after joining Smarty
Hi Smarty community, I am posting every day to an update of my ongoing port problem. In summary, since joining Smarty I have been unable to receive any call or receive any texts which I normally use for 2FA/MFA. I am hoping that one day, someone within the community will understand what a problem it would cause if this happended to them and has the ability to escalate this to a resolution. For reference, this problem is due to a failure in the porting of my number. My understanding is that Smarty needs to restart this or contact the previous provider to resolve. Below is my experience so far... 5th Jan - Signed up (A really good experience. Website is clear, simple and the whole process very easy). I provided my PAC code during sign-up in the provided section. 9th Jan – After receiving good communication via email, my sim had arrived, and I logged into the portal and activated the sim. 10th Jan - The port of my old number partially occurred around 2:00pm. I switched off my phone and swapped to the new sim. 11th Jan – Web Chat: 13 x sent messages, 11 x received messages. Summary: Port delayed, need to wait 12th Jan - Web Chat: 8 x sent messages, 8 x received messages. Summary: waiting for an update from the team 13th Jan - Web Chat: 13 x sent messages, 9 x received messages. Summary: Reset phone, clear cache etc. Ticket has been raised for a split port issue. 14th Jan - Web Chat: 2 x sent messages, 3 x received messages. Summary: Team has chased network for file exchange 15th Jan - Web Chat: 15 x sent messages, 17 x received messages. Summary: No update, wait until end of the day. Given complaints link. Reset phone, clear cache etc. Received £5 for inconvenience. Other: Received an email stating port was complete 16th Jan - Web Chat: 15 x sent messages, 8 x received messages. Summary: Port will take 3-5 business days to complete. Other: Raised a formal complaint. 17th Jan - Web Chat: 20 x sent messages, 26 x received messages. Summary: Reset phone, clear cache etc. Told port is complete. Reboot phone, remove/insert sim. Requested details of inbound calls. Passed to “dedicated tech support team” Other: Raised a formal complaint. 18th Jan - Web Chat: 7 x sent messages, 5 x received messages. Summary: Issue being chased by the “special team” Other: Raised a formal complaint. 19th Jan - Web Chat: 19 x sent messages, 22 x received messages. Summary: specified "We made a test call to the user where the call rang and had a normal end of call.". Reset phone, clear cache etc. Other: Raised a formal complaint. 20th Jan - Web Chat: 11 x sent messages, 9 x received messages. Summary: said "The team has got the issue, now and are working on it." 21st Jan - Web Chat: 5 x sent messages, 6 x received messages. Summary: Said "The team are still looking into it"Solved5.6KViews2likes7Comments