We have noticed a number of problems with the port in process over the last 24 hours, and have been investigating these.
It is still not quite clear how many people are affected, though it seems the majority of ports are going through ok.
However, because Porting in is such an important thing - and carries with it the possibility of being without service, we have decided to stop processing new Port in requests until we have identified this issue and put in place a fix.
The port in page will be updated later today with that message. It will take a few hours to make the alteration to the site, but I wanted the community to be aware immediately.
If you have submitted a port request today: Any Port in requests that are have been, or will be received today, will not be processed, and we will communicate individually to everyone concerned so that they are aware.
If you are expecting to port in today or tomorrow: Port ins that are already in progress in the system will still be processed - that is likely to mean that ports due to complete today and tomorrow will still go ahead. If that changes I willupdate here and individuals will also be contacted on a personal basis.
If your port did not go through yesterday - or does not complete today: We will know about your case, and will be looking at it, and trying to resolve it as soon as possible. This issue has the highest priortity with our tech teams. So you do not need to contact us - but if you wish to do so for peace of mind - to ensure that we are looking at your case, please let an agent know here:
Apologies for any frustration this causes.
Our latest update here from the tech teams is that of the 179 port ins we that were scheduled for yesterday and today, 147 should now be complete, the rest will be following through this afternoon.
Our member services agents will be trying to contact all ported in members by phone to check that their service is active, and this will be continuing for the rest of the afternoon.
We believe all of yesterday's and all of today's ports have gone through ok.
Tomorrow there are 165 ports due to complete, and we will follow the same operational process tomorrow to manage these through.
We cannot quickly change the transfer form - but we are changing the links that link to it so that a message is displayed explaining that Port ins will be unavailable for a while.
update 2nd September 11.50
Today's ports are strating to go through, so far we have processed about 80 of the 160 and the agents are making support calls to those who have ported to check their service
All today's Port ins from other networks should have completed successfully.
Port ins from O2, and providers that operate on O2's network - such as Tesco, are delayed. The reason for this delay is that we cannot activate the keep number on giffgaff until we receieve a file from a department of O2 called Central Migrations.
Central Migrations were late sending us this file today - and that has delayed all Port ins from O2.
We are working hard to still get these ports completed today but at the moment that cannot be guaranteed.
Nigel Suddell our CTO has prepared a graphic that explains visually how the Port in System works and what can go wrong. I hope to add this to this post this afternoon.
Update September 3rd
09.46: The O2 & Tesco ports from yesterday continued to process through the system last night, though not all completed and some are still outstanding at the moment. The remaining ports are our no. 1 priority, we are getting confirmation of how many remain, at this stage we know of 5.
Today there are only 6 ports due to complete, because as outlined above we have stopped the port process until we can guarantee a better experience.
Please note: as mentioned elsewhere on this forum, for all port ins and new activations it will take up to 24 hours for the service to completely update across all our systems. This means that during this time you may experience one or all of the following 'symptoms':
- Your service activates in stages, eg. calls work but texts don't, then texts work too but data doesn't, then all services work
- When you try to make an outbound call you get a strange O2 billing message (this is confusing but nothing to worry about)
- Your balance shows as 'N/A' or not available even though you have a goodybag or credit or both
- Your goodybag status and balance may fluctuate e.g. goodybag is there, then disappears, then reappears
If you experience any of these symptoms in the first 24 hours please do not worry and do not contact an agent, as there is nothing they can do, as this is currently our 'normal' process.
If these symptoms persist after 24 hours then please do contact an agent.
Many members experience none of these symptoms, but we realise that for those that do the experience is not up to the service levels that giffgaff wants to provide. That is why we are taking measures to improve our systems - as detailed in our CTO's post and our CEO's post. And why we are taking the port system offline for improvements.