Found an unreported service issue?

ray2

_kara_ Thanks Kara i was able to donate using chrome,i was getting the same issue using Firefox and Safari,so i cleared caches and tried what you said with the address bar and thankfully it has now gone through 💜

_kara_

ray2
That's wonderful to hear!

chand311

Great team work!

woodyuk

It looks like there's a problem with some members not being able to make or receive calls

https://community.giffgaff.com/d/33131340-calls

https://community.giffgaff.com/d/33131351-calls-not-working

https://community.giffgaff.com/d/33131357-cant-make-or-recieve-calls

guy_ow

Cheers for those @woodyuk

Just getting it looked into now 👍️

guy_ow

Evening again @woodyuk

We've looked into this, and it doesn't appear to be anything directly linked to giffgaff services. It appears to possibly be related to another network provider who maybe experiencing some technical issues today.

Cheers
Guy

benjamin567

Another day, another scam.

Lots of members have received an email/text message saying that an SIM swap has been initiated on their account and that they should click a link to stop it.

Examples below...

https://community.giffgaff.com/d/33132220-text-received-about-change-of-sim
https://community.giffgaff.com/d/33132218-message-about-changing-number
https://community.giffgaff.com/d/33132214-sim-swap
https://community.giffgaff.com/d/33132206-text-message-regarding-sim-swap
https://community.giffgaff.com/d/33132180-received-a-suspicious-text-about-swapping-sim-never-requested-this

i_am_sy

There is potentially a major issues with giffgaff mobile data whereby some VPN, websites and mobile apps/games are inaccessible, these services work fine on other networks and broadband connections, but not on giffgaff.

@mrjeeves and myself have created a thread about it here:
https://community.giffgaff.com/d/33132925-giffgaff-mobile-data-issues

Spreadsheet of potentially linked issues:

mrjeeves

guy_ow i_am_sy

The agents are responding that the issue has been fixed even though it hasn’t.

They’re now asking for screenshots of the errors which are being seen which I obviously can’t provide as it’s other members of the community having lost of these issues.

Furthermore, I’ve provided them with a list of the issues we’ve shared above yet still claim it’s fixed and the engineers can’t reproduce.

With this many cases, including a new one from a few days ago, the issue cannot be fixed.

Is there anything one of you educators can do to bump this up again, preferably reiterating the list of issues above and not asking one member about everyone else’s problems? ♥️

I don’t mind acting as the go-between from the agent messages to the community members affected, but I can’t tell the agents exactly what their problems are in detail.

guy_ow

Cheers @i_am_sy and @mrjeeves for the links.

I'll take a look through the links you have shared just now 👍️ I know that @mrjeeves has raised the hearthstone issue to our agents and that one specifically is currently being investigated still.

I'll see if I can get some more info on this and come back to you both.

Chers
Guy

guy_ow

mrjeeves Evening

Cheers for flagging this up again, I have been chatting to the team at giffgaff recently about this, and we will be having a sit down to look at them further, as currently what they have looked at doesn’t appear to be effecting everyone so we need to investigate things in some more detail.

It’s up to you if you wish to continue the conversation with the agents, as we will be sitting down to look into it further soon though, if you feel you don’t want to continue the discussion with the agents just let them know the community team are also on it.

Cheers
Guy

malcandsueh

I think there is a possible issue with giffgaff and iPhones in as much as an inclination not to be able to make or receive calls although data is fine and signal strength is high. Just get a couple of beeps and recorded voice saying it’s not been possible to connect your call. giffgaff sim works fine in an old Motorola and iPhone works fine with an EE sim. Very strange. giffgaff sim works ok in another area 5 miles away. Have asked agents but no service issues reported. Done all the usual with iPhone but I’m not convinced it’s the problem. Had an outage in our area with o2 about 3 /4weeks ago but was told it was fixed. Maybe not? Probably going to
have to go over to EE. Bit of a nuisance.

guy_ow

Evening @malcandsueh

There was a Service Issue earlier today (more info here https://community.giffgaff.com/d/33137716-2g-3g-and-4g-nationwide-data-issues-23-june-2020/65) it is something we are still monitoring, so for the moment please do keep an eye on the Service Issue threads for any further updates.

Cheers
Guy

malcandsueh

Thanks for the info. Was told by agents there was no problem but as I said I’m not convinced having done the various tests on the phones.

mrjeeves

malcandsueh

It’s worth double-checking some stuff, as that issue mainly related to data as opposed to calls/texts, although can affect both in some cases.

If none of these help, your problem is likely related to the nationwide issue.

Check your local masts

Have a look and check that the network isn’t down in your area: https://giffgaff.com/coverage-and-service#network

If it is, you can sign up for text alerts when the problem is solved here: https://status.o2.co.uk

New member?

Are you new to giffgaff? If so, you might need to wait for up to 24 hours for your SIM to be fully activated.

Usually this happens much quicker (within 30 mins or so) but in some periods, it can take longer.

APN settings

Please check if your APN settings are correct. Sometimes they are only partially set up.

If you use an iPhone, please follow this Apple Support guide to change your APN settings: https://support.apple.com/en-gb/HT201699

If you use an Android device, head to Settings, Mobile Networks/Wireless & Networks, Mobile Network, APNs. After click the ‘Add’ or ‘New’ button (it may be hidden behind 3 dots).

Enter the APN values shown below. Please note that some fields may not be shown on all devices, so you might not have to enter all of these.

Field Name	Field Value
Connection Name	giffgaff
APN	`giffgaff.com`
Proxy	[leave blank]
Port	[leave blank]
Username	`giffgaff`
Password	[leave blank]
Server	`http://mmsc.mediamessaging.co.uk:8002`
MMSC	`http://mmsc.mediamessaging.co.uk:8002`
MMS proxy	`82.132.254.1`
MMS port	`8080`
MCC	`234`
MNC	`10`
Authentication Type	`PAP or CHAP`
APN type	`default,supl,mms,ia,xcap`
APN protocol	`IPv4`
APN roaming protocol	`IPv4`
Bearer	[leave blank] or `Unspecified`
MVNO type	`SPN`
MVNO value	`giffgaff`

Manual roam

See this great guide to perform a manual roam: https://www.giffgaff.com/help/articles/how-to-perform-a-manual-roam

This can often fix all sorts of strange issues you’re having.

Faulty SIM

If it’s still not working, your SIM might be faulty. This can just happen at random, but it’s easy to replace your SIM.

You’ll need to perform a SIM swap. This is where you keep your number, credit and goodybag but swap your SIM out for a new one.

You can only complete a SIM swap can only between 4:30 AM and 9:30 PM.

Perform a SIM swap here https://www.giffgaff.com/profile/details#simswap

You need any unactivated giffgaff SIM. You can get one from:

1. a member’s affiliate link (click my name at the top of this post)
2. this link: https://www.giffgaff.com/orders/mgm
3. your local shop (Tesco, Asda, Co-op, etc.) for under £1

Options 1 and 2 involve having a SIM sent to your house via 1st Class Post. It should arrive within 1-3 working days.

The SIM swap process itself can take up to 24 hours to complete but usually only takes around 30 minutes.

You do not need to make a payment to perform a SIM swap.

If you get to a top-up step, STOP and make sure you are logged into the giffgaff account which is linked to your phone number.

If you still need help, let us know by clicking the Reply button under my message.

Stay safe,
David

allanw9256

i cant seem to connect to the internet

mrjeeves

allanw9256

There’s an ongoing service issue related to data connections across the UK.

Learn more here: https://community.giffgaff.com/d/33137716