{Resolved} Voice call issues - 17 March 2020

dez_d

Service	Status
Voice calls	✅Resolved
Community access	✅Available

Summary

We were experiencing intermittent issues with our service which affected voice calls nationwide

Update – 10:06 17th March 2020

Hi folks,

We're currently experiencing intermittent issues with our nationwide voice services.
This means you might not be able to hear the person you’re calling or they might not be able to hear you, and in some cases your calls may not connect.
It’s affecting members nationwide who are making or receiving calls to other mobiles or fixed lines.

The technical team are aware and are investigating this as a priority. We will update here as we know more.

Dez

Update - 17 Mar 2020, 13:14

Hi all, thanks for your patience. This is an issue that's affecting multiple networks, and engineers from our side as well as from other providers are working as hard as we can to resolve it for everyone as soon as possible.

Update - 17 Mar 2020, 14:55
Hi folks
Thank you all for bearing with us why we try to resolve this issue. For some of you, service has been restored, for others, sit tight and we will do are best to get this up and running as soon as possible.

We will of course update here when we know more. We thank you all for your continued patience.
Dez

Update - 17th March 2020, 21:16
Evening giffgaffers,

Our Technical teams have been working hard throughout the evening and we have seen some members services return to normal. Some members may still experience intermittent issues whilst our investigation into the earlier cross-industry issue is still ongoing and will continue throughout the night. We will update this thread with more information as we receive it.

We would like to thank our members for their continued patience and apologise for any inconvenience caused.

Paul

Most Recent Update - 24th March 2020, 16:10

Afternoon giffgaffers,

Thank you all so much for your patience, we have been monitoring services over the last few days & we are pleased to see previously affected members services return to normal and as such we are now resolving this issue. If you are still experiencing problems making or receiving calls please pop your postcode into our network service checker or pop on over to our superb help & support forum where our amazing helpers will be able to assist you further with some troubleshooting tips & hopefully get you back up and running as soon as possible.

Once again, we would like to thank members for their patience and understanding.

Paul.

Update History

Most Recent Update - 24th March 2020, 16:10

Afternoon giffgaffers,

Once again, we would like to thank members for their patience and understanding.

Paul.

Update - 17th March 2020, 21:16
Evening giffgaffers,

We would like to thank our members for their continued patience and apologise for any inconvenience caused.

Paul

** Update – 10:06 17th March 2020**

Hi folks,

We're currently experiencing intermittent issues with our Voice services.
This means you might not be able to hear the person you’re calling or they might not be able to hear you, and in some cases your calls may not connect.
It’s affecting members nationwide who are making or receiving calls to other mobiles or fixed lines.

The technical team are aware and are investigating this as a priority. We will update here as we know more.

Dez

Update - 17 Mar 2020, 13:14

We will of course update here when we know more. We thank you all for your continued patience.
Dez

haseebhejazi

dez_d I can't call out

bobrobinson

dez_d

Thanks for the update will. All the best and good luck with the fix Bob 😄

c_lockett

dez_d thanks for letting us know.

mrsgrowler

dez_d
I tried to make some calls and each time I got the 3 beeps and the call ended with the message “Call Failed” displayed on th screen.

I was however able to receive calls because my husband (who was sitting next to me) had called me to see if it was a “network down” issue.

I therefore assumed it was an issue with my phone and so carried out the the classic “Turn It Off and Turn It Back On Again” which fixed it.

So it may be worth trying that just in case it works.

If it doesn’t then you are no worse off and will have to wait until the issue is fixed but if, like me, it does then result!

digit2

dez_d thank you, I was wondering what was happening.

jarzinio

dez_d
18th Still cannot make voice calls
I can make calls on my EE phone, my Vodafone phone and guess what?
If I put an O2 SIM into my phone I CAN MAKE CALLS
So as per usual it's giffgaff
I have to keep reminding my 'If you pay cheap you get cheap 😡

amill

dez_d

pls update your page about progress on this - it’s ridiculous to not be able to make and receive calls for 2 days now!

thisisdavidscott

dez_d Edinburgh City here, still can't call out!!!

What's the official explanation? ...or is this yet more 'virus outbreak ' hype, with the intention to cause more panic, and convince us its real.

This is too much, I don't believe any of it now ...utter nonsense.

philipjwade

dez_d is voicemail impacted by this? I can't connect to voicemail with the call being cut off before connection.

fay2020

dez_d i can

shellz45

I can't call out!!

taomi46

shellz45 i cant call out either!!

ungourin

shellz45 this thread is good

emmabarlow

I can ring out but nobody can ring me

yeoman_rand

emmabarlow I'm the same. I can make calls and ring out but cannot receive incoming calls.

jazmineuk

emmabarlow I can ring but can’t call out

bern02

I can’t make or receive calls!

jhail68

i cant call out

11claire11

I cant make calls and my number seems to have automatically diverted to ? incoming calls are also diverting? what's going on.

catjewell

I can't make or receive calls at the moment.

t_will

Thanks for all your comments, folks. The team are looking into it as we speak, and we'll update you as often as we can.

johnr90321

t_will

sanjmall ridiculous got my son in Kent and got to pick him up but he has giffgaff as well so can’t arrange a place or time so he is stranded

miche22542

t_will Today 23/3 mine works intermittently. As of today 27/3 ...02 have now sorted it out,I’ve put my post code into 02 network checker and no issues with the mast now.

drrick

No calls in or out from me either.
I'm UK based.
Was all networks, but now seems to be just O2.

susan61039

haseebhejazi I can’t call out either

thepeckhambassplayer

Hi Team - I'm on 4G voice but my phone cannot accept or make calls - so perhaps it's not just 2/3G? Best of luck sorting it out.

saoirsepearce

Also cant make voice calls and can intermittently recieve calls

thundercliffcottage

I have received a call from a another giffgaff number. With no trouble at all.

t_will

Thanks folks, I've made some adjustments to the first post to make it clearer. The team is still checking into this, and we'l update more as soon as we can.

sloz

t_will
I appear to be able to just call other giffgaff, o2 and Tesco numbers
And they appear to be able to call me

I can also call landline numbers

pamelathorndike

I can receive calls, but can't call out. When will this issue be likely to be resolved, and will you compensate customers with extensions to their goody bags, or extra credit to cover the time that this problem persists?

pete41056

My calls are down too. Help!

fletch2509

Help I can't get calls in or out and I'm waiting for a telephone interview call

lakaya23

Hi,

I can receive calls perfectly fine but I can’t make calls/FaceTime calls as it simply just goes dead and automatically hangs up. I noticed this was an issue from last night. Is my phone broken or is this a giffgaff issue ? And is anyone else experiencing the same thing

lakaya23

lakaya23 I also can’t answer FaceTime calls as they don’t connect and when I try to FaceTime people the call doesn’t even go through

t_will

Hi all, thank for your posts. We're still investigating this issue, but we are seeing improvements in some areas.

lakaya23 FaceTime is a video or audio chat through the internet, either through your WiFi or mobile data, and isn't affected by this voice call issue. If you're having trouble with FaceTime, drop into our Help forum and members will be able to help you troubleshoot.

paul_d_

Most Recent Update - 24th March 2020, 16:10

Afternoon giffgaffers,

Once again, we would like to thank members for their patience and understanding.

Paul.