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Updated: Activation code not valid

Started by: sinead_d
On: 24/03/2011 | 14:22
Replies: 19
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by: sinead_d
on: 24/03/2011 | 14:22 edited: 28/03/2011 | 08:30

Hi folks

 

There have been a small number of customers that have experienced an issue when they are trying to activate their sim. 

 

We are aware that they are receiving an error message "Activation code not valid"

 

We are currently investigating these issues as we speak

 

I would appreciate if any member who is experiencing these issues if they could ask an agent using the link below ensuring the following information is included: -

http://giffgaff.com/rightnow/ask

 

SIM serial number

Activation code

 

Sorry for any inconvenience

 

Update: 16.58

 

The technical team have identified two separate and small scale issues which both cause members to get these 'NOT VALID' messages.

 

There are currently a total of 140 members affected, and the team are manually fixing these - and will continue to do so over the weekend.

 

It is likely that these members will need to re-try their codes once the issue has been fixed for their account. We will confirm this in a later update.

 

Update 26th March

 

This issue is not as widespread as first thought - because it affects 140 SIMs that have been dispatched - not 140 accounts that have attempted to activate. So far 19 of the 140 have tried to activate - and these are the ones that have seen the error. If more of the 140 try to activate they will also see the error.

 

If you experience the error what you need to do is contact an agent so we can get your SSN (the 19 digit number on the SIM). One we have that we can correct the database in the backend to correct the process for your SSN. And when the fix has happened the agents can communicate back to you via the ask an agent process.

 

Apologies for the error.


Update 28th March

 

The tech team are continuing to manually fix the affected members' accounts this morning. If you have this issue the advice remains the same. Contact an agent to make sure the tech team know about your case.

 

Thanks

 

Kind Regards

Sinead Diver
Handy giffgaff staffer

If you've asked a question, mark the best answer as 'Accepted solution'. This lets everyone know you're sorted - It also gives kudos to the giffgaffer who helped you. Nice! .....
Message 1 of 20
1 BEST ANSWER

Accepted Solutions
Highlighted
by: robbie28
on: 28/03/2011 | 08:30

Update 28th March

 

The tech team are continuing to manually fix the affected members' accounts this morning. If you have this issue the advice remains the same. Contact an agent to make sure the tech team know about your case.

Robbie Hearn
Ex member of the giffgaff team, still fond admirer
Message 8 of 20
by: aandms
on: 24/03/2011 | 14:26
Can they not just use the sim serial number?
Get a free Giffgaff SimOr for a giffgaff hybrid sim (for all phones inc iphone 4, 4S and ipad) , also with £5 free credit but sent 1st class, fill in this form
Message 2 of 20
by: darrenpainter
on: 24/03/2011 | 14:28
I believe the error has occured even if the serial number is used instead of the activation code
Message 3 of 20
by: baas21
on: 24/03/2011 | 15:20

Yes, I can confirm this darren. I've been trying since yesterday morning. Tech team are on the case though.

Get a free Giffgaff Sim
Message 4 of 20
by: robbie28
on: 25/03/2011 | 17:04

 

Update: 16.58

 

The technical team have identified two separate and small scale issues which both cause members to get these 'NOT VALID' messages.

 

There are currently a total of 140 members affected, and the team are manually fixing these - and will continue to do so over the weekend.

 

It is likely that these members will need to re-try their codes once the issue has been fixed for their account. We will confirm this in a later update.

Robbie Hearn
Ex member of the giffgaff team, still fond admirer
Message 5 of 20
by: khairul
on: 26/03/2011 | 11:08
This thread should be made into a sticky and also put in the 'Announcements' box in the community, preferably in red text if possible. There a great number of users being given the wrong advice.

Also, will it be possible to place a link to here on the SIM code input page?
Click here to order a giffgaff standard/Micro/Nano SIM and get £5 EXTRA CREDIT free with your first top-up! UK first class & international delivery available
Message 6 of 20
by: robbie28
on: 26/03/2011 | 14:34

Update 26th March

 

This issue is not as widespread as first thought - because it affects 140 SIMs that have been dispatched - not 140 accounts that have attempted to activate. So far 19 of the 140 have tried to activate - and these are the ones that have seen the error. If more of the 140 try to activate they will also see the error.

 

If you experience the error what you need to do is contact an agent so we can get your SSN (the 19 digit number on the SIM). One we have that we can correct the database in the backend to correct the process for your SSN. And when the fix has happened the agents can communicate back to you via the ask an agent process.

 

Apologies for the error.

Robbie Hearn
Ex member of the giffgaff team, still fond admirer
Message 7 of 20
Highlighted
by: robbie28
on: 28/03/2011 | 08:30

Update 28th March

 

The tech team are continuing to manually fix the affected members' accounts this morning. If you have this issue the advice remains the same. Contact an agent to make sure the tech team know about your case.

Robbie Hearn
Ex member of the giffgaff team, still fond admirer
Message 8 of 20
by: aq33l
on: 28/03/2011 | 14:10
Smiley Wink quite a lot of people affected Smiley Surprised my friends managed to activate just fine ;P

Order a free normal or micro sim by clicking on the link above! All provided with £5 free credit after your first £10 top-up
Message 9 of 20
by: jakesweeney
on: 16/04/2011 | 13:03
NO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1
Hope This Helps.

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Message 10 of 20