[RESOLVED] Number Transfer Issue - 2 June 2020

dez_d

Service	Status
Transferring your number from o2 to giffgaff on the 1st & 2nd June 2020	✅Resolved
Calls, text & data	✅Available
Community access	✅Available

Summary

We had an issue that saw members transferring their number from o2 to giffgaff on both the 1st & 2nd June. This meant they would not have been able to use their number they wanted to transfer across. I'm glad to say this has now been resolved.

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

Update History

Most Recent Update – 09:03 - 3rd June 2020

Morning giffgaffers,

Members transferring their number from o2 to giffgaff on both the 1st & 2nd June will see a delay in their transfer taking place unfortunately , this will mean that members affected will continue to use their temporary giffgaff number until this issue is resolved.

Our technical teams are working hard to resolve this issue and hope to have this resolved as soon as possible.

We will keep you updated as we hear more on this issue.

If this is affecting you and you haven't already started an agent case then please follow this direct link - https://support2.giffgaff.com/app/ask/Number-transfers/Transferring-my-number-to-giffgaff/form/

We apologise for any inconvenience this may cause and thank members for their patience whilst we investigate and resolve this issue as quickly as we possibly can.

Paul

Update – 14:13 - 2 June 2020

Hi folks,

We have been made aware of an issue that is seeing members that have transferred their number over to giffgaff from o2 on the 1st June 2020 may have failed, this would mean that a member is still using their temporary number.

We currently have our technical team looking into this and we will update you all as we know more.

Dez

mrjeeves

dez_d

Thanks for recognising the issue <3

Hopefully the team can get this solved 🙂

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.

caryl58

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

craftynclothy

I've been messaged to say it should be fixed and I should reboot. I have and its still not fixed.

dez_d

craftynclothy & jcwildheart

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

alastairwork1

craftynclothy Same here!!! Very frustrating ...

eadie04

craftynclothy Mine still not fixed either

aboughamja

craftynclothy I have done the same as you it’s just stupid

jcwildheart

Had the same message.... still not fixed !!!!

terryg17

I dont wish to hijack post buty im a little concerned. Mine weas due to port over today also and looked to be having issues. Ive filled in the form as requested and up until a ferw minutes ago i had the grey banner on my account telling me it is processing. That has now disappeared and is showing as normal. My old number is dead and i cannot get onto O2 website (hopefully this is a good thing as they have acknowledged the number port). I am also aware this couild take up to 9pm but really need some assurance this is going through ok?. Ive had this number many years and lots of people have it as my only contact number so just want some reassurance if possible. Many Thanks

craftynclothy

terryg17 sorry to say that's exactly what mine did yesterday and still not ported

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

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

dez_d

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

Good afternoon giffgaffers,

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