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ALL INTERNET SIGNAL (4G) HAS DROPPED for over 3 hours

Started by: joeb117
On: 02/08/2017 | 17:27
Replies: 8
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by: joeb117
on: 02/08/2017 | 17:27

Around 15:00 noticed i had no data signal (just normal phone signal bars with an exclamation)

 

Rebooted phone no change.

 

Checked goodybag has expired/reoccured - does not expire for 2 days and is set to reoccur.

 

Had a text yesterday saying it would be off from 5am to 9am and no signal droppped off all day.

 

rebooted phone multiple times - no change - if this is a service upgrade why i have i not been informed of the changed times/ why has my service been cut?

 

Please advise if this is wrong place to contact Giffgaff staff it looks like they are hiding behind community users rather than having an approcable support team for technical questions.

Message 1 of 9
by: pwei94
on: 02/08/2017 | 19:07
Have you tried using it in another location. It might just be a mast fault. Have toy checked the mast is working ok
Message 2 of 9
by: germansheppard234
on: 02/08/2017 | 19:23

@joeb117

Hi it's a known fault please contact agent  
 https://giffgaff.com/support/ask 
 Allow up to 24hrs for a reply but usually quicker. 
 See Agent's replies at the following link:-
 https://giffgaff.com/support/questions  ,before u do that please check couple things first put postcode here check for mast problems https://giffgaff.com/coverage-and-service#coverage
 
if if all ok try a manual roam to force network http://community.giffgaff.com/t5/Using-giffgaff/Force-the-change-of-SMS-settings/ta-p/4871794
 
also check APN if wrong insert manually 
https://community.giffgaff.com/t5/Settings-for-your-device/Internet-and-MMS-settings-APN-guide/ta-p/...

Get a free giffgaff Sim
Message 3 of 9
by: cawallbank
on: 02/08/2017 | 20:25
@joeb117 GG agents will answer account questions, but this community forum is the front line in getting help on most things. The GG staff are not hiding, but there are thousands of users compared to a handful of call centre staff in most other companies. Many of the GG users know enough to help you solve almost anything, so it is actually faster to get a sensible answer than queuing on the phone to get answered by call-centre staff.
Message 5 of 9
by: headcases
on: 02/08/2017 | 20:29
Is the problem in one location or everywhere, if it's one location when is a local mask issue, if it's everywhere then it might be your sim is faulty
If I helped click ''solutions and kudos'' thanks

Sent from my iphone 6s
Message 6 of 9
Highlighted
by: chelseamaniac
on: 02/08/2017 | 20:33

Please cheack here make sure the service is up and running in your area  https://community.giffgaff.com/t5/Service-Updates/Service-Checker/m-p/17646124#M111545

Message 7 of 9
by: joeb117
on: 04/08/2017 | 21:24

Thanks for the replys but I've found am in the same position again today I've submitted a ticket to an agent as it seems a problem on the carrier side since no changes have taken place on my phone this was sent to them to advise:

 

 

Internet access via mobile 4g stopped around 15.00 yesterday in bradford city centre came back around 17.45 when leaving the area had no problems for the rest of the night being around Keighley area

 

Found the same problem had reoccured again today around 12.00 still have no connection to mobile internet currently at 21.00 hours. Same locations as yesterday being in Bradford and now 10 miles away in Keighley.

 

Phone signal is there so iam connected to a mast. The APN settings are still in place and have not changed I have confirmed the details are all still correct.

 

Used the network checker/ status checker to confirm that there is no service problems in my area.

 

Had this device around 3 years now and the ROM installed for a year or so,

 

Message 8 of 9
by: morbihan1
on: 04/08/2017 | 21:30

@joeb117 Hi. There are no mast problems reported in either of those areas using the o2 network status checker. 

Is it possible to try your sim in a different phone and a different sim in your phone to isolate the fault? 

Message 9 of 9