billy johnstone

Good afternoon Billy,

Thank you for taking the time to share your experience. It's disappointing to hear that you're struggling to pick up a connection.

Like every network, some areas will have better coverage with SMARTY than others, and the size and layout of buildings can make a real difference to service, we use the Three network to provide our services. Indoor coverage may also vary.

Because we believe in offering an honest and transparent mobile service, SMARTY doesn't enforce any data shaping or network throttling. Just so you know, data shaping and network throttling is the deliberate and intentional lowering of bandwidth and connection speed.

Although we try to make the coverage results on our online coverage checker (https://smarty.co.uk/coverage-checker) as accurate as possible, the information is only a guide and doesn't guarantee service availability in a particular location. Our roll-out plans are updated regularly but may change over time.

If you haven’t already done so, you could try the following to potentially gain a stronger connection;

• Restarting your device and/or resetting your Network Settings (this does not affect your device storage, apps, pictures, etc.). This will refresh your connection to the serving site, prompting a stronger signal.

• Toggling Airplane Mode/Mobile Data off and on. This essentially resets the IP connection, establishing a fresh new connection once linked to the network – this will prompt your device and SIM to connect to a stronger signal.

• You can remove any saved APN credentials, restart your handset and then re-add the required APN if your device doesn’t seem to automatically connect to a strong network signal – please find guidance on the correct APN set-up via the following link: https://help.smarty.co.uk/en/articles/1155220-using-the-internet-after-you-ve-joined-smarty.

These steps are provided for guidance only; whilst we do hope it assists with establishing a stronger signal, as with any network provider, we cannot guarantee 100% coverage in the UK or a fault-free service. This is outlined in our Terms & Conditions upon sign-up.

In instances whereby you’re struggling to pick up a connection, we understand if you wish to seek an alternative provider who can provide a better connection. With SMARTY you’re not tied down to a lengthy contract and can cancel at any point you wish without any penalties. More information on how to cancel can be found here: https://help.smarty.co.uk/en/articles/952726-how-do-i-leave-smarty.

I'm sorry for the inconvenience caused. While I understand it's not the response you were expecting, I prefer to be honest rather than make promises that may not be fulfilled.

Best wishes,

Louis
SMARTY