Billing continues after plan cancelled
I've just moved to a new SIM, cancelled my plan on Dec 1st (I think) and moved my number. My plan was due to renew on Dec 5th, and payment has been taken anyway. I've confirmed that the plans are paid in advance, so I'm not paying for November's use. Can I get that refunded please?
After a Smarty imposed pause of two days service restored!
Following a Smarty imposed pause on all their services I purchase in and thanks to the eventual intervention of Susan from their Accessibility Team, my Smarty phone service has been reactivated. To allow a computer to pause someones services is bad enough but to allow it to affect a disabled person dependent on the phone is unforgiveable. My brother, an authorised Apple repairer, has now installed an eSim on my mobile froma. different provider so if Smarty ever decide to freeze their service I pay for again, I have a standby system in place on the same phone. Never again will I allow this chaos over two days. It really is a case of not having all one's eggs in the same basket. Nevertheless, thank you Susan from Smarty and this issue has been taken right to CEO level. Thank fully, my brother has numerous conacts in the techical world and his intervention has resulted in service being restored via Susan.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.
Network faults
Smarty have been fixing a fault in L3 5SA LIVERPOOL for the past 11 months, signal is terrible with either no service and dropped calls, in this area it’s not possible to use the Vodafone network yet according to smarty and internet wise the 4G drops too. Does smarty always take this long to fix Network faults ? They obviously know about it as it pops up on smarty’s network checker.
