Customer Service App
When I have asked the in-app Chat a question, they have asked for SIX pieces of personal information before they will answer me. I find this totally unreasonable. There are many ways they can check it is me without getting me to disclose all this info to (I assume) a lowly paid Call centre employee somewhere. Does everyone else have to disclose all this before Chat will reply? Any way round it? Am I being unreasonable? Is out Smarty App so insecure that they need to check it is someone else? I can only access the chat when logged in. They were quite happy for me to give them money to buy AddIns with out asking for any extra data.
Miss sold? Tariff’s different to advise given in chat
I need clarification. Through the Smarty chat, I have been advised to select a mix and match approach to my family’s migration to a Smarty sim, however I was advised incorrectly, as the 24gb for £7 doesn’t exist as an option for Mix & Match - Disappointing. Would I have made the switch if I had known the true cost of transferring my whole family? Probably, but please Smarty, the advise to your consumer needs to be correct at the time of publishing.
Scheduled Plan Change Failed Again (Evidence Attached) – Urgent Help Needed
I am looking for some help or advice from the community as I am now stuck without data despite having a confirmed plan change scheduled for today. The Background: I raised a complaint (Ref: 34545993#1355880) weeks ago regarding plan issues. I received a formal email from a Customer Excellence Associate on Dec 1st stating that I was placed on the 60GB for 8 pound offer, which would take effect from my next renewal date on 29/12/2025. The Issue: Today is Monday, 29th December. My previous plan has expired and shows 0KB left. However, the 60GB plan has NOT activated. Even though my Manage Plan screen clearly shows the 60GB/8 pound plan as a Scheduled plan change, the system is now asking me to manually renew or buy an add-on. The Proof: I have screenshots showing: My dashboard showing 0KB left and the reset date as today.[1] The email from SMARTY Complaints confirming the 60GB plan for today's date. [2] My Manage Plan screen showing the 60GB plan is correctly Scheduled but hasn't triggered.[3] This is the second month this has happened. I followed the instructions, waited for the reset, and the system has failed again. I am now without the service I was promised in writing. Has anyone else experienced a Scheduled Plan Change failing to trigger on the renewal date? How did you get it fixed without paying extra? I need help to understand why the update hasn't worked. This is the second month this has happened. I followed the instructions, waited for the reset, and the system has failed again. I am now without the service I was promised in writing. https://ibb.co/SwcyxxVN 2. https://ibb.co/yF4M5rzT 3. https://ibb.co/Y4cDF8FD
WiFi calling not working in iPhones
I moved my whole family to Smarty a few months ago, and calls failed for all of us seemingly randomly - until we realized that it was whenever the call was trying to be made or received over WiFi (we all had WiFi calling enabled, as reception in some areas at home/work isn't great). Never had an issue before with different carriers, and our iPhones are all clearly marked as supporting WiFi calling on Smarty (per https://help.smarty.co.uk/en/articles/4237414-which-devices-are-compatible-with-wifi-calling). We've spent hours on the phone with Smarty, and received zero valuable help (we were told to reboot / reset our phones, and even went as far as completely wiping and resetting some of the phones). One of us even got a new phone iPhone, and it didn't solve the WiFi calling issue. The carrier profile is "Three 66.0", so it seems up-to-date too. Anyone else having issues on iPhones? Smarty support seems completely out of their depth - the reps I spoke to could only repeat that we should reset our network settings repeatedly, blamed the problem on Apple, and weren't even aware that some of the settings were set through their carrier profile file...Old number not transferred yet have given PAC code numerous time
Is anyone facing the same problem I got SMARTY SIM in November with group plan and have submitted PAC code numerous times till date but my old number is not got transferred, causing inconvenience as all my contacts know my old number which I want to retain and submitted in all job applications. Any help and guidance would be much appreaciated as there is no customer care number to call SMARTY and speak to a human being ?
15DEC2025 Network is Down in NW London
Hi, is anyone else suffering from No Registration/Network issues in and around London? Why doesn't smarty inform us about this? I found out through other websites as Smarty doesn't make it easy on theirs. It's been four days Friday 12th to current and that's too long without service. What shall I about this inconvenience ?
