|
Service
|
Status
|
|
giffgaff Website Log-In
|
Restored
|
|
Activations/SIM Swaps
|
Restored
|
|
Top-Ups/Purchasing goodybags
|
Restored
|
| PHONE PAY OUTRIGHT/LOAN/RETURN AND REPAIR |
Restored
|
| NEW NUMBER TRANSFERS IN AND OUT OF GIFFGAFF |
Restored
|
|
giffgaff gameplan
|
Restored
|
|
Requesting a PAC code
|
Restored
|
|
Calls, Texts, Data and viewing the Community
|
Available
|
|
Recurring goodybags/Auto Top--Ups
|
Available
|
|
Number transfers and SIM swaps already in progress
|
Available
|
Summary
We were experiencing some unexpected issues, so put the website on outage for a bit until we solved them. That meant that the members were not able to access the giffgaff website and its services.
Most Recent Update
17:30 - 11th June 2019
Hi everyone. For those members who had a different experience to normal because of this issue, we’re now going to be sending a few messages to address that experience.
For those members who attempted to buy a goodybag, but had to use credit instead because they inherent able to, we’ll be reimbursing them directly to their credit balance.
For members who tried to buy credit, and ended up with multiple top ups, we’re inviting them to talk to the agent team if they would like to have it reimbursed to their card. We’re not doing a blanket reimbursement in that case because we know some people would prefer to keep it on their account to use in future.
In either case, these members will get a text message directly to their giffgaff phone to let them know in more detail what’s directly relevant to them.
Henna
Updates
Please click the spoiler for a full history of this service issue to date.
Most Recent Update
17:30 - 11th June 2019
Hi everyone. For those members who had a different experience to normal because of this issue, we’re now going to be sending a few messages to address that experience.
For those members who attempted to buy a goodybag, but had to use credit instead because they inherent able to, we’ll be reimbursing them directly to their credit balance.
For members who tried to buy credit, and ended up with multiple top ups, we’re inviting them to talk to the agent team if they would like to have it reimbursed to their card. We’re not doing a blanket reimbursement in that case because we know some people would prefer to keep it on their account to use in future.
In either case, these members will get a text message directly to their giffgaff phone to let them know in more detail what’s directly relevant to them.
Henna
Most Recent Update
10:05 - 21st of May 2019
Hello folks,
We have been monitoring this situation very closely and we are happy to let you know that this issue is now fully resolved and the fault identified and a fix implemented.
Should you have an individual case and you think it could be related to this then please post it in our help section and our community members with help you resolve it and give you the best advice.
To create a help request to discuss then click this link - https://community.giffgaff.com/t5/forums/postpage/board-id/QA1
Best regards
Dez
Most Recent Update
20:45 - 19th of May 2019
Hi everyone,
Hello all,
We are experiencing some unexpected behaviour and in order to fix this we had to put out website on outage. This means that the members will be unable to access the giffgaff website and its services.
Sorry for any inconvenience this may cause, and we will keep you updated as soon as we get more information.
If you need information on your available allowances then you can:
Dial *100*7# for goodybag balances
Dial *100# for available credit
Dial *100*1# for free giffgaff to giffgaff calls
All available network shortcodes - https://community.giffgaff.com/t5/Using-giffgaff/Useful-Network-Shortcodes/ta-p/5131990
We are sorry for the inconvenience this might be causing a hope to have the issue resolved as soon as possible.
Regards
Dez
Most Recent Update
18:17 - 19th of May 2019
Hi everyone,
We are currently experiencing issues on transactional services. This means our major services (detailed above) are currently not being processed. This is also affecting the my giffgaff app login and active/recurring goodybags and/or available credit and calls to our topup line 43430.
However, members are still able to access the community and their account details. Call, data and texts are not impacted by this incident.
If you need information on your available allowances then you can:
Dial *100*7# for goodybag balances
Dial *100# for available credit
Dial *100*1# for free giffgaff to giffgaff calls
All available network shortcodes - https://community.giffgaff.com/t5/Using-giffgaff/Useful-Network-Shortcodes/ta-p/5131990
We are sorry for the inconvenience this might be causing a hope to have the issue resolved as soon as possible.
Regards
Dez
Most Recent Update
23:20 - 19th of May 2019
Hello folks,
The team has identified and implemented the fix. The giffgaff website is now back up and services should be running normally. We are working though the backlog of top-ups that occurred between when the issue started and when the site was put on outage.
The team will be monitoring the services closely though the night to make sure they all run as smoothly as possible and we will give you another update in the morning.
We really appreciate all the patience you have shown and apologise for any inconvenience this has caused.
All the best,
Roxy
Most Recent Update
17:30 - 11th June 2019
Hi everyone. For those members who had a different experience to normal because of this issue, we’re now going to be sending a few messages to address that experience.
For those members who attempted to buy a goodybag, but had to use credit instead because they inherent able to, we’ll be reimbursing them directly to their credit balance.
For members who tried to buy credit, and ended up with multiple top ups, we’re inviting them to talk to the agent team if they would like to have it reimbursed to their card. We’re not doing a blanket reimbursement in that case because we know some people would prefer to keep it on their account to use in future.
In either case, these members will get a text message directly to their giffgaff phone to let them know in more detail what’s directly relevant to them.
Henna
