Adding an eSIM to a physical Smarty SIM. iPhone 15 (main physical SIM and eSIM work number)
Hi, I have recently moved from Vodafone to Smarty. I installed a physical SIM card from Smarty and then ported over one of my previous numbers (main number), this went through yesterday (30-06-2026) I now need to setup a Smarty eSIM on my iPhone to then transfer across my other number (a business number) but I can’t seem to see how to add the eSIM and then start the number port. All I can see to fine is a physical sim option with Smarty. Any advice would be greatly appreciated. Thanks Scott
4 days without service after porting - number never bound to eSIM - forced to leave
I ported my number to Smarty on 3rd June 2026. My number never bound to any Smarty eSIM. I had 4 replacement eSIMs issued across 4 days, multiple agents giving the same ineffective reset instructions repeatedly, and one agent closing the chat claiming the issue was resolved when it was not. After 4 days of complete service loss as a business owner, missing critical calls and communications, I was forced to port away to another provider. Smarty offered £10 as full and final compensation, which I refused. I now have an active Resolver complaint open and will be escalating to the Communications Ombudsman if not resolved adequately. If you are considering porting to Smarty via eSIM, be aware that their backend provisioning process and support team are not equipped to handle porting failures. The network itself is fine but their customer service is not fit for business use.
Cancelling a PAC
So, possibly a strange question but the number attached to my Smarty SIM sounds like a radio jingle and I actually love it. The only problem is I’ve requested my number from my old contract via PAC. Is it too late to cancel my transfer and keep this new number? I’m suddenly not opposed to a clear out of old contacts…Can't receive calls but can dial out.
I have recently moved to Smarty and brought my number with me. I am able to dial out and they see my original number but when they call me they get a message to say the number is unavailable. - I have full signal and 5g. Frustrating as now the number had ported (or semi ported it seems) I can not use the old providers sim either. I have a daughter with complex health issues and regularly receive calls from the school and NHS so really need any advice on getting this resolved please! I have contacted the Bot but I've had no response. Thank you.
Possible Split Port
Pretty sure I've got a case of bad / split port. Dashboard still shows the number for the SIM I was sent. Transfer has been delayed but dashboard still shows yesterday's date for completion. My old provider says porting complete, but I can only make calls and not receive them (other than from those on the SMARTY network) on any number (temporary or my current / original). Interestingly when I check my phone, it has my current number and if I make a call, it shows with the correct (current) number. I've not had a text or email saying porting has been completed and after raising a query via the chat, the front line support can only say its 'been escalated' and to wait a further 24-48hours (which will now presumably after the weekend as I guess 'that' team doesn't work over the weekends). Starting to feel like I've made a mistake joining SMARTY as the front line (chat) support team seem very limited in what they can help with.Possible Split Port
Pretty sure my partner (who cant post here because the verification email doesn't work has got a case of bad / split port. Dashboard still shows the number for the SIM she was sent. Transfer has been delayed but dashboard still shows last weeks date for completion. Her old provider says porting complete, but she can only make calls and not receive them (other than from those on the SMARTY network) on any number (temporary or my current / original). Interestingly when we check the phone, it has her current number and if she makes a call, it shows with the correct (current) number. Not had a text or email saying porting has been completed and after raising a query via the chat, the front line support can only say its 'been escalated' and to wait a further 3-5 working days which is pretty poor form (especially as cant access banking / finance apps because the OTP doesn't work). Starting to feel like joining SMARTY was a big mistake as the front line (chat) support seem very limited in what they can help with.
eSIM port issues
I received emails on Monday telling me to activate my eSIM, so I did. By Tuesday I had two eSIMs on my iPhone - the 'temporary' Smarty one and my old network one - I was still able to use my phone as usual. The helpdesk told me the temporary eSIM was required as part of the porting process, but it didn't work for data or calls - everything was still going from my old number. Wednesday morning I received a text from my previous provider saying the switch had taken place, I also received an email from Smarty confirming this. However, I had no signal and was not able to send messages or receive calls until I got home in the evening and could connect to my WiFi. I was told by 3 different helpdesk operators to wait until the end of the day (what does that even mean?), to turn my phone on and off again, to request a new eSIM from my dashboard, to NOT request a new eSIM from my dashboard, to 'be patient', that what I was experiencing was totally normal and all part of the process. How do I get my phone to work on the Smarty eSIM? I have no confidence in the helpdesk's ability to solve this problem and have seen numerous similar issues on this forum with no real solutions
Ported Number
I recently moved to Smarty. I enabled an esim on my phone and ported a number from my previous network. The porting process was completed and the ported number is shown in the Smarty app. My issue is that when I send a text the recipient is shown as it coming from the original Smarty number. Phone calls appear to come from the ported number so the issue only appears to affect text messages. Has anyone else been affected by this and is there a way to rectify it?Day 23 Service Status Out of Service
Can anyone tell me why I constantly have Service Status: Out of Service? I am a new Smarty Customer. In 23 days I have only been able to use my phone twice. This is on the same day as contacting Smarty. Everything works perfectly fine but the next day Service Status is back to Out of Service. Data is working very well so far. No problem there. It's like the phone sees the Network but is not authorised to use it. I cannot access my online banking as the code that is sent to SMS is not sent. I cannot call anyone nor can they call me. I have already missed 3 appointments because of this. I need to make a hospital appointment and can not do it. I am paying for an unlimited plan but only getting data access. I have been on live chat for hours trying to get a positive outcome. Although helpful and polite. Each Agent goes through the same series of things to do but it makes no difference. I can make WhatsApp calls but certain companies will only accept calling me on my mobile number which they cannot do. Please if anyone knows how to contact Smarty Technical Team or how to solve this I would be so greatful. My next payment is in 5 days time and after nearly a month. I am NOT getting the service I am paying for. Smarty will be able to see how many phone calls and text I have made. This is so stressful.