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Phone not working since transferring to giffgaff

Started by: annagreene37
On: 11/02/2019 | 12:49
Replies: 17
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by: annagreene37
on: 11/02/2019 | 12:49

Since transferring to giffgaff I’ve been able to call but not use iMessage or data despite having a 4g signal. I have reset my phone and entered everything manually and even changed the SIM card as suggested by a giffgaff agent but still no data despite a signal and yes I’ve checked my area and I’ve also been to other areas. I think the most frustrating thing is giffgaff aren’t contactable easily and offer little help! Did anyone else have this problem?? And I’ve also checked my phone is unlocked and contract finished with previous provider who have actually been more helpful than anyone and should have stayed with them!

Message 1 of 18
by: brighthulk
on: 11/02/2019 | 12:51 edited: 11/02/2019 | 12:52

@annagreene37
Having issues with your signal is never fun but I can help you narrow in on the what is causing it. One of the first thing we need rule out is a known or reported mast issue(service outage) . The checker should give you details of any local issues, including planned work, as well as showing signal strength (2G, 3G & 4G) & outages.

There are two ways to identify a service outage:

❇️ An outage is identified in your area by the mast service checker here https://giffgaff.com/coverage-and-service#network – Please remember that the website is updated hourly and may not display any issues at the current moment.

❇️ The issue also affects other giffgaff and O2 SIMs in the same area. If you don't have another active SIM to verify, you can go to this board here https://community.giffgaff.com/t5/Service-Updates/bd-p/Notice_board to see if there is another giffgaffer with the same issue in your area.

If there is an outage identified in your area, O2's engineers are already working on it and you will have to wait for them to restore the service.

However, If your services look all good, you can try selecting the network manually that is known as a manual roam. You can follow this http://community.giffgaff.com/t5/Using-giffgaff/Force-the-change-of-SMS-settings/ta-p/4871794 knowlede base link on how to perform the manual roam.

Finally you can try turning off your device for a couple of minutes and back on again to see if that helps.

 

Also, Check if the SIM is faulty - If you have an error message on your handset (e.g. "SIM not recognised" or "SIM not valid") or if your SIM does not work when tried in another phone, do a standard SIM clean (which is just really giving the SIM card a wipe to ensure that there's no dirt on the card, being carefully not to scratch the gold chip).
 
Once you have cleaned your SIM, re-insert it into your phone. If you have activated successfully, your SIM should now be in full working order. If not, it is certainly faulty.
 
If your SIM is faulty, you will need to order another SIM. Order another SIM from your spread page here https://giffgaff.com/orders/mgm and when the new SIM arrives perform a SIM swap.
 
Or Need a new SIM in a hurry? Giffgaff SIMS are now available to buy from local retailers e.g. Tesco, Poundland, Asda, Iceland etc – they are priced at around £1.00.
 
And to make life easy, giffgaff are now sending out triple SIMs which contain all 3 different sizes of SIMs in one. This means that a single SIM can be used as a standard sized SIM (Standard), a Micro SIM and a Nano SIM. If you need to form the Nano or Micro size SIM simply push out the middle.
 
The SIM swap process will transfer your current number and allowances e.g. goodybag and/or airtime credit over to the new SIM. The process should take no more than 30 minutes to complete and can be performed anytime between 4.30am and 9.30pm
 
Follow this http://community.giffgaff.com/t5/Using-giffgaff/What-is-SIM-Swap/ta-p/7320084 guide on how to perform the SIM Swap or you can follow this https://www.youtube.com/watch?v=5RWpzgyZU-A YouTube video Tutorial.
 
Get a free giffgaff Sim
Message 2 of 18
by: sloz
on: 11/02/2019 | 12:52
@annagreene37
Hi, are you currently in the UK or abroad?

Do you see a giffgaff or O2-UK logo next to the signal dots?

Do you see a connection symbol
(3G, 4G, H, E, gprs)
And if you switch to 3G from 4G it still fails to connect?

Complete these steps/checks
Go to
Settings
Mobile data
Switch off mobile data and 3G /4G and back on to reastablish the settings

Where it says
Use mobile data for
Check that all buttons are switched to on

Go to
Settings
General
Profiles
And remove any vpn and data profiles
(go to the next step if you don't see a profiles tab)

Go to
Settings
General
Reset
And click reset network settings
The phone will switch off and restart automatically in a few minutes

(extra step if you have a O2-UK logo rather than a giffgaff logo)
Install this profile via safari with wifi
Http://j.mp/iphoneprofile

Switch on airplane mode and switch off

Now try and connect to a Web page via safari


Get a free giffgaff Sim
Message 3 of 18
by: annagreene37
on: 11/02/2019 | 13:03
Thanks for your reply but I have done all of what you have said several times and still it doesn’t work
Message 4 of 18
by: antonio75
on: 11/02/2019 | 13:07
Hi... when did the transfer take place has they dont happen on weekends and can take upto 24hrs on transfer day for services to be fully operational.
Message 5 of 18
by: unftlaty
on: 11/02/2019 | 13:07

@annagreene37 wrote:

Since transferring to giffgaff I’ve been able to call but not use iMessage or data despite having a 4g signal. I have reset my phone and entered everything manually and even changed the SIM card as suggested by a giffgaff agent but still no data despite a signal and yes I’ve checked my area and I’ve also been to other areas. I think the most frustrating thing is giffgaff aren’t contactable easily and offer little help! Did anyone else have this problem?? And I’ve also checked my phone is unlocked and contract finished with previous provider who have actually been more helpful than anyone and should have stayed with them!

Have you tried the Sims you have in another phone to see if data works ?

If so then it seems like there might be a problem with your phone ?

Order a SIM to join Giffgaff and you'll get £5 extra credit when you activate with £10 or more.

https://www.giffgaff.com/orders/affiliate/unftlaty?ggSMS=app
Message 6 of 18
by: sloz
on: 11/02/2019 | 13:09 edited: 11/02/2019 | 13:22

@annagreene37
Could you say what you've tried
And can you answer the two questions I asked, thanks

Get a free giffgaff Sim
Message 7 of 18
by: annagreene37
on: 11/02/2019 | 13:36
Yes I’ve tried my sim in another unlocked phone and it says can not active data network
Message 8 of 18
by: eddiehk6
on: 11/02/2019 | 13:50
hi @annagreene37

Do you have normal signal bars and working calls / texts?

If so, then likely your phone is not correctly configured for mobile data:

Follow this guide, particularly the video: http://giff.ly/gg_settings

Please remember to select a ___| Best Answer +★|___and give thanks to those who helped by clicking Kudos! Smiley Very Happy


Get a free giffgaff Sim
Message 9 of 18
by: sloz
on: 11/02/2019 | 14:21
@annagreene37
Do you see a giffgaff or O2-UK logo next to the signal bars?

Do you see a connection symbol
(3G, 4G, H, E, gprs)
Next to the signal bars?

Could complete all the steps from my previous post
Get a free giffgaff Sim
Message 10 of 18