Help - my WiFi extra won't work - The giffgaff community

Help - my WiFi extra won't work

daysofyore

I still can’t connect - even when I’ve moved onto my new Google Pixel 5 phone yesterday (I was on the Pixel 3). My days with giffgaff are sadly numbered…

And to clarify once more:
The giffgaff app isn’t creating the ‘Wifi Extra’ profile in the ‘Saved networks’ list when the ‘install wifi extra’ button is pressed. Therefore, when you attempt to connect underground, it doesn’t have the profile (with security details, etc) to reference.

antony_newman

daysofyore daysofyore : If you have not already - please report this to an agent (Ie not just here on the community forum).

They need to know that people are contemplating ABANDONING giffgaff.

As far as I can tell I have never have any success with the Profiles on London Underground.

Somehow - trying to connect in a myriad of times has allowed me to find specific combinations that connect - and I am trying another test or two this evening,

Kind Regards,
Antony

daysofyore

antony_newman I have & was fobbed off. I work in tech, know what I’m doing with mobile networks and are telling them something’s seriously wrong here. I spend 10+ hours a week on the underground and access to the wifi is essential for me, so me & my partner are both looking for new providers - a shame after recieving great service since 2011.

jaymailsays

daysofyore
I connected to wifi extra yesterday on the northern line apart from one station. The difference with me is I am not using the giffgaff app on my android phone. The last few weeks have been very hit and miss on the Tube. Might be worth a try.

he22ie

I have tended to find WiFi extra patchy in London myself. I assume you have downloaded the latest giffgaff app and tried to toggle it on if not uninstall the giffgaff app and reinstall. Then see if it connects

he22ie

daysofyore

he22ie I’ve just moved into a brand new phone and…

The giffgaff app isn’t creating the ‘Wifi Extra’ profile in the ‘Saved networks’ list when the ‘install wifi extra’ button is pressed. Therefore, when you attempt to connect underground, it doesn’t have the profile (with security details, etc) to reference.

jaymailsays

daysofyore I’ve just moved into a brand new phone

Can you expand on that? What phone do you have and what software version does it use?

Have you had a reply from an agent yet, uou can find it on this link?
https://giffgaff.com/support/questions
If you have not contacted them, now is the time to do so.
https://support2.giffgaff.com/app/ask/Calls-texts-and-data/Data-is-not-working/form/

he22ie

daysofyore That’s bizarre. It could be an app developer problem. Possibly you should feedback via the app. The app has just been updated and may be missing some code

daysofyore

jaymailsays Used to have a Google Pixel 3, have just moved to a Pixel 5. My partner, also having the exact same problem, has just switched phones (same combination) too.
Have raised it with an agent, got the standard ’here’s the instructions spiel’ and then basically a ’bad luck, can’t help’ message. Fantastic…

jaymailsays

daysofyore
If you still have access to your old phone can you test your sim in it, while you are underground?

@bethany_j said this:-

If you happen to see any members struggling with this, the best thing to do is point them in the direction of the agents, who will be able to help further with getting it working.

Might be worth quoting that paragraph in your agent messages.

daysofyore

he22ie I think this could be the problem - generally speaking, pixel phones have the most advanced builds of Android OS - is there now some additional security in place stopping apps creating wifi profiles in the same fashion as they used to?

sheppola

daysofyore

Have you tried resetting your Network settings in the phone’s Backup and Reset section? Sometimes they get munged. Write down any WiFi logins as they will get wiped. I almost always have to do this when I used to return from short term contracts in the EU as it seems crossing Networks messed up that section on my phones :/

he22ie

daysofyore I renewed the app last night so possibly the update might help. Check it

daysofyore

sheppola Just tried this - still hasn’t fixed it…

antony_newman

Just to chime in here on my experiences over the last few days:

+) ZERO - Number of time I have managed to get the giffgaff profile work on London Underground
+) 80% - Current percentage of stations that I can get Wifi Extra to work on London Underground with a 2004 SIM which allows Apple devices to directly extract the SIM mobile number.
+) 60% - Current percentage of stations that I can get Wifi Extra to work on London Underground with a 2020 SIM which does NOT allow Apple devices to directly extract the SIM mobile number.

Some stations : I can get both devices to work on Wifi Extra
Some stations : Neither device works on Wifi Extra
Some stations : Only the Old SIM works
Fewer stations : Only the Newer SIM works

New Behaviour when connecting : I have found the 2020 SIM (that masks that phone number in iOS) usually fails on first connection to wifi extra. You can Wait about 7 seconds - or manually recycle for it to connect to Wifi Extra (again - without a downloaded Profile). Alternatively - I have found toggling to Airplane mode and back is the fastest way to get it to connect (in those cases where it works).

Kind Regards,
Antony

daysofyore

he22ie No luck…