Call cutting out when ringing businesses/landlines
Hello, Ringing mobile to mobile is fine, no issues. However, when I ring official business etc. such as The doctors, companies such as Virgin Media, I am guessing anyone that uses a business line other than a mobile, the conversation cuts out/delayed and it is even worse on loud speaker. There is nothing wrong with my phone as it works normally with mobiles and my partners on Smarty and it does exactly the same with her mobile. Has anyone else experienced this?
Incoming calls end after 2 mins 5 secs
I have a recurring issue with incoming calls ending at exactly 2 mins 5 secs. Its repeatable until I place an outgoing call, which works as expected, after placing an outgoing call usually incoming calls will work for a few hours before the issue reoccurs. When the call ends, the phone does not report the call has ended, it just returns to the home screen. The phone placing the outgoing call (tested from Vodafone and O2 gets a 'Call Ended' message). I've tested my SIM on two phones (Motorola Edge 40 Neo, Moto G14), and found that the issue occurs on both, and once it starts it repeats until I either restart the phone, or place an outgoing call. Any ideas on what the cause could be? I couldn't find any posts of the same issue on the Smarty forum, but could find the exact same issue reported by an ID Mobile customer (ID Mobile being a Three MVNO the same as Smarty) here: https://community.idmobile.co.uk/device-phone-support-26/incoming-calls-cut-off-after-2min-5sec-57728
Issues with calls and low data-speeds since joining SMARTY
Hi all Since joining SMARTY a couple of weeks ago, I'm facing constant-issues with being unable to send or receive phone calls, and very low data-speeds (literally 1-2 Mbps up or down) at home, and around my local-area. Just wondering if anything can be done? CALLS ISSUE With the calls issue, I sometimes see "mobile network not available" or "carrier connection failed", even though I appear to have a signal (and if I send myself a test SMS, it is always received back; and I can load websites, albeit very-slowly on 4G). I have also seen "emergency calls only" on a couple of occasions. Most of the time though, there are no errors, but when I make a call, I simply hear nothing: no dial-tone, and the call just cuts-itself-off after about 15 seconds of trying. When people call me as a test, they also say they hear nothing, and their call also "just ends". In my Phone app, I've checked under Settings > Calls > Call forwarding that "always forward" is set to "off". Not sure what else I could check on my-end? 🤔 SLOW LOCAL DATA SPEEDS At home, I can get around 2-3 Mbps max on 4G, if I go right-up to a window; upload is around the same. At my local shopping-centre, it varies by shop, but the highest I've recorded is 2.5 Mbps download, though in some shops as-low-as or under 1 Mbps, and upload-speeds between 0.6 - 3.7 Mbps. Needless to say, trying to load a website is like being back on dial-up: it takes anywhere from 15-20 seconds for a site to load, though in some cases I get "DNS server unreachable" or "no Internet connection". However, my phone is clearly not the issue, as in another retail area near me, I've got up to 87 Mbps down and 28 Mbps up on 4G. So, clearly, there is just no signal in my local area. This is despite SMARTY's signal-checker page (https://smarty.co.uk/coverage-checker) reporting "Yes - Excellent service" for 4G at any of the affected postcodes. Yet I'm clearly not-getting an "excellent service". Is there anything I can do? I know there is a possibility of 3 (SMARTY's parent-network) and Vodafone merging next-year, but obviously depending on which masts they will each retain, that may-or-may-not help. And it may yet not even go-through. So... kinda feels a bit misleading to say "excellent service" if that isn't the case right-now. 🤨
4gVolte problems
Apologies if this is a repetition. Please could someone help with a definitive answer to the 4g call debacle. Would like to know, if I contact a real person at Smarty will they turn on Volte calling for a samsung phone, or is it a lost cause and I go elsewhere or change handset? No one will say yay or nay. Been going round and round. God I hate cyclical conversations. Every time I ask I get a copy/paste of 'is your phone compatible?' Yes it it. Then ' just turn on 4g VolTe calling in settings.. ' I say I've done all that, then ' the government asked us to turn off 3g to make it better...etc' Three says its compatible, smarty says its compatible. I then get ' if your phone is incompatible you will have to change phone' But it's not. And then silence, no response, nada. I ask if this will change...we go back the beginning. Any one with actual knowledge could you say please Apologies for looong rant. Taken up bout 26 hours so far researching and trying to fix.Not very impressed with SMARTY support so-far
Have to say I'm not very-impressed with SMARTY support so-far. Since I joined SMARTY a couple of weeks ago, I've been having issues with very-low data-speeds in my local area, and constant issues in sending and receiving phone-calls (to other mobiles or landlines). I reported this by e-mail to team@smarty.co.uk this Monday, and had someone called Rehan message me later that same day (from an address ending "@smarty.intercom-mail.com"). So-far they asked me for additional information, and after every single time I reply to them, I'm then asked to resubmit all of the following: Full name; Date of Birth; Postcode; Last Payment Made to SMARTY. Bit tedious to have to re-submit this after every single e-mail I send to them. Surely once at the start of the support would be enough? (Especially given I'm only asking for support, not to make payment or account changes where you'd need to verify each action.) 🙄 Anyway... I've just followed-up after being out today with some more postcodes where I've tried doing calls, and tested my data-speeds, but got this AutoReply from Rehan's account: Thank you for contacting SMARTY. Please note that this email is no longer in use. Your message has not been forwarded, therefore we need to ask you to email us again at team@smarty.co.uk Which I did. Only to then receive this AutoReply: Thank you for contacting SMARTY. Please note that this email is no longer in use. Your message has not been forwarded, therefore we need to ask you to email us again at team@support.smarty.co.uk So apparently that's now the e-mail to use. Anyway... I did forward my e-mail onto that new address, and yes... you guessed it... I also had to re-submit my full-name, date of birth, postcode and last payment made to SMARTY. 🙃 Let's hope someone there does receive my forwarded e-mail and replies, as so-far I'm not sure whether to remain a customer if I cannot get my calls issue sorted, at the least. And perhaps they could also consider (1) not asking for all that personal information after every single reply you send them during a support chat; and (2), if you change e-mail addresses, maybe be proactive and send anyone you've an active ticket with an e-mail to advise it has changed?
