[Resolved] Calls and texts unavailable - 23 Apr 2013

t_will

Current Status - Service Restored

2G and 3G calls -

Available

2G and 3G texts -

Available

2G and 3G data -

Available

Emergency calls -

Available

During the evening of 23rd April 2013 we experienced a failure with a piece of hardware that manages calls and texts on the network. Service is now restored, but if you're still experiencing issues please restart your handset and ensure that you have an active allowance before troubleshooting the issue with our community.

You can find a history of updates for this service issue below. A blog from the Operations team detailing the cause of the outage is available here.

Updated 23 Apr 22:35

Good news - we're back. Calls, texts and data all appear to be working well.

Thanks so much for following along over the last few hours, everyone. We'll be keeping an eye on the service for a little while to make sure it's stable - if you're not receiving service please make sure that you reset your phone and try again.

Thanks again, all.

~Will T

Update History

Hi all,

We're currently experiencing an issue with outbound calls and texts from giffgaff mobiles. We're still in the process of testing exactly the way that this is appearing, but it looks like you may still be able to receive calls and texts from mobiles on other networks.

We're investigating this with the highest priority and we'll be back with more information as soon as we know more on how we're going to fix it. Please direct people on the community with this issue to this thread, as it'll be the place with the most up to date information as soon as we get it.

Thanks for bearing with us while we get this sorted for you.

~Will T

Please click the spoiler for a progress history:

Update - 20:15 - 23 Apr

Hi all,

Thanks for sticking with us while we look into this. You may have also noticed that the community was unavailable for the last few minutes - this is because we were adding a little extra grunt to make sure that everyone who's trying to access the site at the moment is able to.

We're currently still investigating this issue but it looks like this is due to a hardware failure in one of our systems. As soon as we know more I'll be back to give more information.

Cheers,

~Will T

Update - 20:20 - 23 Apr

Hi folks,

It appears that this issue may also affect data service intermittently. I'll update the title to reflect this, so if you see anyone posting about losing their data service please direct them to this thread.

We're still working on the issue and will update you once we have plans for a resolution.

Thanks,

~WT

Update - 20:35 - 23 Apr

Hi all,

I've noticed a few people concerned about this, so wanted to make clear that emergency calls to 999 should still work while we're experiencing this difficulty, so if you are experiencing an emergency that would require it you should still be able to get assistance.

~WT

Update - 20:42 - 23 Apr

Hi everyone,

I just want to jump in to reassure you all we are doing everything within our powers to get this resolved as soon as possible. We are working with our third parties and we will update as and when we know more.

I am very sorry for the inconvenience this is causing you.

Gregg

Update - 20:54 - 23 Apr

Hi folks,

I've just heard from the tech team and they're looking at a couple of different options right now. The issue appears to be with a piece of hardware that manages voice calls, which we'll be fixing shortly.

After investigation, the reports that data is affected appear to be incorrect, so I've marked this as available. If you're having problems with your data allowance please make sure that your settings are correct and that you have an active allowance.

Thanks,

~WT

Update - 21:15 - 23 Apr

Hi all,

Thanks for your comments about your varying degress of data service - I've added this as intermittent at the top of the thread as it's a more accurate representation of the service currently.

I also want to assure you that we're still working hard to make sure that this is resolved as soon as we can.

Thanks,

~WT

Update - 21:27 - 23 Apr

Hi all,

Thanks again so much for the patience you're showing with us on this. We know how important it is to be connected and we're working as hard as we can to make sure we can bring the system back online as soon as possible.

Cheers,

~WT

Updated 23 Apr 21:30

Hi all,

We have no further updates at this time. Unfortunately we don't have an ETA for a fix yet. As soon as we do we will let you all know.

Thanks,

Gregg

Update - 21:44 - 23 Apr

Hi all,

Thanks again for your patience. We're talking with the tech team and it looks like they're making good progress on this. We'll update with more as soon as we're able.

Thanks,

~WT

Update - 21:53 - 23 Apr

Hi all,

Just a quick one - the exact issue with the hardware that failed has been identified and the engineers are working in earnest to correct it. Thanks again and we'll be updating once we have further updates.

~WT

Update - 22:10 - 23 Apr

Hi all,

We've been working hard to bring service back up and we believe we may have restored data service for those of you that were experiencing difficulty. Would those of you that were having trouble please ensure your settings are correct, restart your handset, and confirm whether this is the case?

Many thanks,

~WT

Update - 22:22 - 23 Apr

Thanks so much to everyone who's reporting their data service status - please keep it coming. Make sure that you're restarting your handset before trying again as this will force a new connection to the network and give the most up to date result.

Ta,

~WT

Resolved - 22:25 - 23 Apr

Good news - after some sterling work by the engineers, we're back. Calls, texts and data all appear to be working well.

Thanks again, all.

~Will T

Update 22:37 - Apr 23

Hi all,

Just wanted to add to Will T's update. Thank you all for remaining patient with us while we resolved this. I know it was very frustrating to lose your service and I can assure you a full review is now going on into how this can be avoided in future. I am sure there will be some future updates around this.

Good night all,

Gregg

ellisfern

i wondered whats going on...

mykiel78

Ta for the update will. lots are raising the issue in the forums.

A lot of annoyed customers and understandably so!! I hope we get something in return for this inconvenience and that this is fixed soon.

--------EDIT----------

****WORKING NOW IN WOLVERHAMPTON AREA (CALLS AND TEXTS)*********

🙂

lee26

Will this time be added to our goodybags?

doggonit

Yes, I have noticed this. Very annoying not be able to text or call anyone.

jburnham96

Hope you can get it sorted. 🙂

chewitt1969

My number is coming up as unobtainable no matter who calls me, be it landline or other mobile network!

shakira13

How long is this going to take? This happens abit too often that I might have to leave giffgaff. Not good when you need your phone for work!

mhughesdon

You say that we may be able to receive calls, but I can confirm that I cannot receive calls from a landline number.

alicewb

Bit annoying when you do a service check and it comes back saying the service is your area is OK. But I can't phone, text or use data....

laurenroberts

How long till its back?

sonnyboypride

You need to add loss of data to this investigation, as there are plenty of us without voice, text AND data

micacater1

Im going to leave it happens far to often and I never receive a re bait let alone an apology... bet it will take hours like earlier on in the month! Not acceptable!!

royalsnake

Im not recieving any call or txt from any of my mates/family. the only txt i get is off imessage.

How long will it take???

mapuha

Ha I just send angry question "why" to an agent. Very very not cool when you need your phone for work. I do hope very soon everything will be okay. And when this is happening you should send msgs to all your clients so they will know what is wrong. If u dont have inet and all the rest how you will check the forum?

cazmat

Hurry up and fix it im losing business bigtime... :-(

nightmare...

gamesmad

Need to make a phone call!

riesse

You better add this time we are missing to out goodybags, I swear this is getting on my nerves it the second time its happend and I need to make calls! Sort it out or I want my F**KING money back!

eagleeye69

The **bleep** has hit the fan again..no service in Leicestershire..come on Giffgaff sort it out pronto please!

snafflepuss

I've been having trouble with my SMS for 2 months!

t_will

Resolved - 22:25 - 23 Apr

Good news - after some sterling work by the engineers, we're back. Calls, texts and data all appear to be working well.

Thanks again, all.

~Will T