[RESOLVED] Number Transfer Issue - 2 June 2020

dez_d

craftynclothy & jcwildheart

Can you update your agent cases for this please - https://www.giffgaff.com/support/questions

jcwildheart

dez_d

Done 👍🏻

craftynclothy

dez_d already have but no response

dez_d

As you may expect craftynclothy this issue has left them rather stretched dealing with all related cases. They will come back to you as soon as possible. Hopefully it won't be too long, sight tight.

sparkythepug

My number also not transferred, after told it was fixed and rebooted. Conversation was closed so I've opened a new case.

dez_d

Good idea sparkythepug
Use the link I posted before to open a new case with the agent team.

sloz

Hi dez_d
A related question, I've noticed over the last few days (Friday, Monday and today)
That you could submit a request up to 6pm and still secure the next day

Is this a deliberate change or is it a mistake?
And even if you submit between 5pm and 6pm and accept the selection of the following day
Would the transfer indeed go through as scheduled?

harrrrrry

sloz That you could submit a request up to 6pm and still secure the next day

Is this a deliberate change or is it a mistake?

I'm sure that's a mistake. We're now in BST and I suspect somebody didn't test that the booking page was still using the right cutoff time.

Either way, the 5pm cutoff is laid down by ofcom's appointed transfer agent Fujitsu. its not something that giffgaff can decide to change for itself because all networks must work to the same timetable. So if Fujitsu was not given details of the transfer by the 5pm deadline, its unlikely that the transfer could go ahead.

dez_d

sloz & harrrrrry

I'll raise this now and see if we can get some test done.

Dez

alastairwork1

craftynclothy Same here!!! Very frustrating ...

mheal73

Can someone please provide an update or timeline for when this issue will be resolved? While I appreciate agents may be stretched thin due to the number of people experiencing this issue, the lack of communication is frustrating and unhelpful.

mrjeeves

mheal73

Issues like these often get sorted in under a day, sometimes 2 or 3 at most.

Educators will always share new info when they get it, but the internal teams can't update them every 10 mins or that would just be wasting time which could be spent fixing the problem.

It will get fixed, but it might take up to another 24 hours.

mheal73

mrjeeves that's all fine but this post hasn't been updated in 6 hours, not "every 10 minutes". A simple update of the situation would be helpful, but you obviously cannot provide that, and I would much rather hear from a member of staff than from you patronising me.

wreak

mheal73
I know how you feel, I've received about 3 messages since I messaged them on the 1st

louis10011

dez_d hi I raised a case with an Agent early today. My number port still hasn’t happened. Do you have a timescale that giffgaff are working to, to resolve the issue.

eadie04

craftynclothy Mine still not fixed either

jcwildheart

Mine still not working. Welcome to giffgaff !!! So frustrating wish I’d not bothered to switch !! 🤬

eadie04

jcwildheart My feelings exactly, so angry at this.

winni25439

Are you all transferring from O2? I tried to transfer to Three few days ago and they struggled to do it.. so I moved to giffgaff but here the same issue

terryg17

winni25439 O2 to giffgaff, 24hrs but nothing yet.

eadie04

winni25439 Yes, from 02., wish I had just stayed with them now.

caryl58

dez_d I've been waiting all day. It's nearly midnight and still no transfer. Very annoying!

winni25439

Waiting 2 days now...

dez_d

Most Recent Update – 15:30 - 3rd June 2020

Good afternoon giffgaffers,

Thank you all for bearing with us while we tried our best to short out this issue. The teams involved have been working hard over the last couple of days and I'm glad to say this issue has now been resolved.

Members may get a text to alert them that the transfer is complete. When you get this please restart your phone to allow a new network connection. The transferred number should now be showing for you.

To test for this you can text NUMBER to 43430 to receive some account information or you can view these details via a browser and going here - https://www.giffgaff.com/dashboard

We would like to offer our sincere apologies for all of our lovely members that have been affected by this, your patience has been really appreciated while we tried to sort this out.

Dez