Edit after reply:
The problem is that your digital only service is terrible!
I was quite happy with Smarty for the last couple of years until I had occasion to contact customer support.
There is no option to speak on the phone, only webchat and email.
On two occasions over the last few months I have had a webchat. Having got past the awful bot, I was connected to a real person.
On both occasions the length of time between responses was ridiculously long.
I was constantly asking "are you still there?" etc. both times the chat timed out while waiting and had to be reconnected.
I have now obtained PAC codes for me and my wife and have started the process of switching to Tesco Mobile.
A phone call with a real person was all that was necessary to sort out the transfer.
Smarty get customers because their prices are low, but if they want to keep those customers they need to do something about the quality of their support!
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