It's bad when you figure out how to fix the problem on your own. What poor support from the agents. I think it's time that they ammended their procedures to ask to replace the SIM first? And the amount of contradictions from the agents is mind blowing:
Your incident has been updated
Member30 Nov 2018 20:15 First of all I am very disappointed with the support they I received in third issue. I feel that I was told a lie in regards to mast maintenance in my area. I feel this is completely a lie. As I have just proven by purchasing a new SIM. This resolved the issue right away.I was told there is maintenance in my area and it would be complete by tonight and my issue should be resolved. This was not the case.I feel you told me whatever you needed to make me happy. I am by far from happy with the support and the run around I was given. I should have been told to try a new SIM from the beginning. As I have some so and proven that is the case.Thank you for the inconvenience and all the unnecessary steps I went through, when it was frankly a simple fix.MarkAgent from the giffgaff team30 Nov 2018 19:55 Hi MarkI can see you have completed the SIM swap and the new card has been updated to your account.The SIM swap can take a few hours to complete and I'd advise you to allow until 9 AM tomorrow morning and if the issues persist try using the SIM in another unlocked device to confirm if the services are working.Should you have any further issues with the SIM or the phone get back to us and we can look into this further.I can appreciate how annoying this is Mark as this is a new phone and you haven't had the chance to use it yet. If you are having the same issues tomorrow we can look into this although I hope the SIM swap works and once the mast has been repaired you have access to your services.Kind regardsAgent at the giffgaff teamMember30 Nov 2018 19:45 I have just purchased a new SIM and activated it. I am getting ready to put the SIM into my phone and see what happens?I was told that they would credit for the new SIM as well, is that correct?It has been very frustrating as I have not even been able to use my new phone.Fingers crossed this works. Other than that, I will have to wait until the maintenance work on the mast is complete tonight in my area and see if it is sorted out by tomorrow. If not, then I would assume that the phone itself is faulty?Not great if so!Thanks,MarkAgent from the giffgaff team30 Nov 2018 19:15 Hi MarkIf you are having issues using the SIM at your parents address we'd advise you to check the signal https://status.o2.co.uk/If the mast at your parents address is working please try your SIM in another unlocked device and this will confirm if this an issue with the SIM card or the phone you are using for services.Should the issues persist in another unlocked device please get back to us and we can look into this further.I appreciate this is annoying Mark although we'll need you to try the steps advised before we can provide further assessment.Kind regardsAgent at the giffgaff teamMember30 Nov 2018 10:03 Is there only one mast that supplies the entire Leeds area? I have tried from my parents house which is about 15 miles from me and same result?Agent from the giffgaff team30 Nov 2018 09:28 Hi Mark,We normally suggest a SIM card as the mast may not be causing the issue. The mast is most likely the reason you're experiencing these types of issues however, as these are all fairly common issues when a mast is being repaired. Your mast should hopefully be back up and running by 8PM tonight or shortly after Mark. After this, you can try the following and see if you're still having issues with your services: 1. Restart your phone by powering it off, cleaning the SIM with a dry cloth before reinserting it and powering the device back on.2. Perform a manual roam to refresh your connection to the network by attempting to connect to another network with the giffgaff SIM inserted i.e. Vodafone / Three / EE but not O2 (This will fail to connect but this is normal). If you're unsure how to do this, take a look at this giffgaff guide (Please copy & paste links into your web browser: https://community.giffgaff.com/t5/Tips-Guides/Manual-Roam/td-p/33454713. Please try your SIM card in another unlocked handset and see if the issue is still occurring. If the SIM works in a different phone, then it may be your device having an issue. 4. Please try and set the APN settings on your device. You can learn to do this here: https://community.giffgaff.com/t5/Settings-for-your-device/Internet-and-MMS-settings-APN-guide/ta-p/3489121Hopefully after these steps when the mast is fixed, you have no further issues with using your services.I hope this is sorted soon Mark as I understand this can be frustrating. Kind regards,Agent from the giffgaff teamMember29 Nov 2018 23:24 Would you suggest me trying about SIM card? I can buy another one.... Just find it strange that one phone can be working perfectly fine and one right next to it in the same area using the same carrier doesn't work?Agent from the giffgaff team29 Nov 2018 17:58 Hi Mark,It's Agent here again from the giffgaff team. Thanks for the update. Because of the current issues with the mast in your area, this would be why you're having partial service instead of a steady connection. Different services can be affected at different times so it calls and texts may not work and data may work. As the service is currently having these types of connection issues, some devices may face these and other wont and this could switch just as quickly. It's basically the reason why the mast is being repaired. If you're in another area you can still try a manual roam mentioned as step 2. previously to see if the connection works there. I'm sorry if this causes any inconvenience Mark & I really hope this is sorted for you soon. Kind regards,Agent from the giffgaff teamMember29 Nov 2018 17:49 Thanks for the response. I will try the steps you mentioned. I am confused because my old phone is still working? Why aren't these maintenance issues affecting this phone?Agent from the giffgaff team29 Nov 2018 09:33 Hi Mark,My name is Agent. I completely understand your concern for not being able to use your giffgaff services. I can check this for you. Just to let you know, as we are an online only based team, we aren't able to have calls with members as we don't have or use call centres. This helps us to reduce the overall cost and help pass these savings on to our members via occasional promotions, goodybags and things like Payback etc. I can confirm the SIM on your account is: 00xxxxxxxAfter checking your account, I can see that there is no issues with your services from our end currently. I've just checked the service in your area (LS2xx) and I can see the following:"Live results for LS2xd”Sorry, we're carrying out some maintenance work in this area.We're carrying out some upgrade work to help improve our network. While we do this, you might have some trouble with your calls, texts and data.We're working as fast as we can.Everything should be back to normal by 8pm on Friday 30th November 2018.Updated 09:04 (refreshed hourly). Recent faults might not show yet." You can also view this by going here (Please copy & paste links into your web browser): https://giffgaff.com/coverage-and-service#networkBecause of the current issues with the mast in your area, this would be why you're having partial service instead of a steady connection. Different services can be affected at different times so it calls and texts may not work and data may work. This could switch also just as easily meaning data may stop and texts may still work etc. I can see from checking this, the mast should hopefully be back up and running as normal on 30th November @ 8PM. I'm really sorry that this issue is affecting your services Mark. Please keep in mind that the engineers are working hard to try and bring the mast back to working order as quickly as possible. I've added £5 goodwill to your account for compensation for the issue affecting your services. You can keep an eye on the above link to check the status of your mast. If after the mast is fixed, if you're still having issues, please try the following troubleshooting to help bring your service back: 1. Restart your phone by powering it off, cleaning the SIM with a dry cloth before reinserting it and powering the device back on.2. Perform a manual roam to refresh your connection to the network by attempting to connect to another network with the giffgaff SIM inserted i.e. Vodafone / Three / EE but not O2 (This will fail to connect but this is normal). If you're unsure how to do this, take a look at this giffgaff guide: https://community.giffgaff.com/t5/Tips-Guides/Manual-Roam/td-p/33454713. Please try your SIM card in another unlocked handset and see if the issue is still occurring.4. Please try and set the APN settings on your device. You can learn to do this here: https://community.giffgaff.com/t5/Settings-for-your-device/Internet-and-MMS-settings-APN-guide/ta-p/3489121If after completing the above troubleshooting, if your issue is still continuing, then I would recommend trying a SIM swap. This is basically swapping your number & balances over to a new SIM card as their may be an issue with your current SIM. To do this, you'll need a new SIM card which can be ordered from here: https://giffgaff.com/free-sim-cardsAs it's being sent by First Class Royal Mail, you should expect to see this within 3-5 working days. Alternatively, you can pick one of our SIM cards up for £1 in most big retailers such as Argos, Asda, Poundland, Tescos & Sainsburies etc. We'll even add the £1 to your balance as compensation for the SIM purchase if you choose to buy one if you want to get the SIM quicker to try. When the SIM card arrives, please log into your account and go here: https://giffgaff.com/profile/detailsOnce there, please select the option for 'Replace my SIM' and follow the on screen instructions to swap your SIM card. Please note it can take up to 24 hours for the SIM swap to complete. You can see our guide on doing a SIM swap by going here: https://community.giffgaff.com/t5/Using-giffgaff/What-is-SIM-Swap/ta-p/7320084I really do hope that it's not long before the mast is back up and running again Mark and I appreciate your patience whilst checking into this for you. If you're still having issues or concerns, please feel free to reply back and let me know. Kindest regards,Agent from the giffgaff teamMember28 Nov 2018 21:17 I really need to get this sorted, I have a trip for work tomorrow and can't be without my phoneMember28 Nov 2018 17:04 I activated my SIM over 24 hours ago, yesterday at about 10am and my phone is still not working. I also have the long number on my SIM which is 00xxxxxxxxx.I received a text message on my old phone saying the activation is underway and I am still waiting. Any idea as to what is going on?