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johnblwalters
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Sartcall will not work on my Samsung A3.

Sartcall will not work on my Samsung A3. the doctor says wifi ok internet ok problem with smartcall. A one hour call to the helpline from France has failed to find a solution, please help. The call fails to connect with error code 604.

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Message 2 of 11
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Re: Sartcall will not work on my Samsung A3.

Hi johnblwalters,

 

Welcome to the community and thanks for posting.

 

I sincerely apologise SmartCall isn't working for you on your Samsung A3. This is a big inconvenience especially when you're abroad and need to contact back home.

 

I'd like to know more about your issue. Would you please answer the following:-

 

When did you contact us last?

Are you still in France?

Do you get this problem in the UK?

Did you uninstall and download the app again?

 

Sorry for all the questions but I just want to gather as much information as possible.

 

I hope to hear from you soon.

 

Thanks


Rich
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johnblwalters
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Re: Sartcall will not work on my Samsung A3.

 

When did you contact us last?            Around 20/07/2015 for over one hour, spoke to David who promised to call back but did not.

Are you still in France?                       Yes, and for several weeks.

Do you get this problem in the UK?      Did not try smartcall in uk.

Did you uninstall and download the app again? Yes several times.

 

Regards and thanks for your responce.

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johnblwalters
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Re: Sartcall will not work on my Samsung A3.

The date of my long phone call to 789 was 15/07/2015.

What seemed to be an issue during this discussion was that when installing and initiating the smartcall app you are asked to select your phone from a list, the Samsung A3 is not listed, by selecting “unknown phone” the system says as long as it is Android it should be OK. I have my doubts. I chose this phone just before coming to France specifically because it was advertised as being compatible with smartcall.

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Re: Sartcall will not work on my Samsung A3.

Hi johnblwalters,

 

Many thanks for getting back to me.

 

Our mobile team on 789 only helping with installing the app. Any problems with using the app after this is dealt with by our team on 150.

 

Do you have SmartCall on another phone? Are you able to call us back on 150?

 

Look forward to your reply.

 

Thanks


Rich
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johnblwalters
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Message 6 of 11
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Re: Sartcall will not work on my Samsung A3.

I do not have smart call on another phone, I have dialed 150 from my mobile and after going through a menu am told to dial 789. Can you not suggest something I or you can do that might solve the problem?

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Re: Sartcall will not work on my Samsung A3.

Hi johnblwalters,

 

Thanks for getting back to me.

 

I'm afraid there's nothing further I can suggest. It needs to be diagnosed over the phone and it may possibly need to be escalated for further investigation.

 

Any faults with the SmartCall product are diagnosed by our Broadband team. So you'll need to follow the options for that on 150. Don't select option 2 for Mobile.

 

I hope this information helps. Please let me know how you get on.

 

Thanks


Rich
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johnblwalters
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Re: Sartcall will not work on my Samsung A3.

You asked to be kept informed:- I phoned 150 this morning, spoke to a young lady who collected all the information and said she would transfer me to the tech team. After a ten minute wait the phone rang and then the call dropped out. I rang 150 again, same ten minute wait and then the phone rang and the call dropped out again, I am making these calls from France they are not free, they should be but smartcall does not work! Is there no one in your organisation charged with giving a customer like me satisfaction?

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Re: Sartcall will not work on my Samsung A3.

Hi johnblwalters,

 

Thanks for keeping me updated. I'm bitterly disappointed to hear you've made no progress trying to call us.

 

I've unregistered your device from the system and sent you a new activation code to see if this'll work. When you open the app next time it should ask you for this. Has this made any difference?

 

Hope to hear from you soon.

 

Thanks


Rich
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johnblwalters
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Message 10 of 11
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Re: Sartcall will not work on my Samsung A3.

I have uninstaled the app, re-installed using the new activation code. No differance. But thanks for your support.

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