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SIM Swap completed a month ago now can't make calls.

Started by: thundercat1
On: 28/01/2019 | 15:05
Replies: 9
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by: thundercat1
on: 28/01/2019 | 15:05 edited: 28/01/2019 | 15:06

My son bought a new phone and I ordered a new sim card and he did the sim swap.  Therefore I assume that he had to activate the sim card.  Been using phone ok for a month and now being told that I have no credit so can't make calls or send messages.  I was in Spain last week and everything was fine.  Used messaging since and made calls. Been onto website to top up and being told that I need to activate my sim card!  What's gone wrong?  I don't want to activate as I am concerned that I will lose my number and contact details.  

Message 1 of 10
by: sloz
on: 28/01/2019 | 15:08 edited: 28/01/2019 | 15:09

@thundercat1
Hi, can you see the recent top up or goodybag purchase in order history
Http://giffgaff.com/account

When you call 43430
Do you hear
"welcome to giffgaff goodybag and top up service
Or
Do you hear that your number has been deactivated and to ask an agent?

 

 

Text the word NAME to 43430 to receive confirmation of your correct username 

Does the reply show exactly the same username as the one you're logged into? 

Get a free giffgaff Sim
Message 2 of 10
by: eddiehk6
on: 28/01/2019 | 15:18
hi @thundercat1

It's likely you are currently logged into the wrong giffgaff account.

Please text NAME to 43430 for free and wait a few minutes for a reply. You will get the correct username associated with your SIM card.

Then:
- Log out: https://giffgaff.com/auth/logout
- When you log back in, input the correct username, or simply use your mobile number instead of the username

Once you are logged into the correct giffgaff account, I recommend you simply set your goodybag to 'auto-recur' (like a direct debit), so it renews monthly and you don't have to worry: https://giffgaff.com/profile/payment-details#goodybagsettings

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 3 of 10
by: thundercat1
on: 28/01/2019 | 15:40
Rang number and was told that number had been deactivated and to ask agent.
Texted NAME to 43430 and no reply received yet. That was 20 mins ago. I can still receive calls.
Message 4 of 10
by: sloz
on: 28/01/2019 | 15:46 edited: 28/01/2019 | 15:48

@thundercat1
There's a recent strange glitch occurring after completing a sim swap
The account goes to an inactive state
And you hear a deactivated message when calling 43430


You'll need to contact an agent to correct that
https://support2.giffgaff.com/app/ask/SIM-and-number/Performing-a-SIM-Swap/form/

 

Put 6 zeros in the activation code box 

In the how can we help box
Explain that you performed a sim swap
And now your account is appearing inactive
And when you call 43430
It says your number has been deactivated

Replies are found here
Http://giffgaff.com/support/questions

Get a free giffgaff Sim
Message 5 of 10
by: eddiehk6
on: 28/01/2019 | 15:46
hi again @thundercat1

If you can still receive calls and the SIM was working last week, then likely your SIM is still active.

Click here to log out of this account: https://giffgaff.com/auth/logout

When you log back in, try using your MOBILE NUMBER instead of this 'thundercat1' username.

If you can’t remember your login details, go here: https://giffgaff.com/support/lost-password

Enter your mobile number in the field, and choose to send your password reset link by email. You will need to remember and have access to the email address with which you registered the SIM to.

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 6 of 10
by: thundercat1
on: 28/01/2019 | 16:23
Thanks. Not getting a reply from text.
Message 7 of 10
by: sloz
on: 28/01/2019 | 16:53 edited: 28/01/2019 | 18:43

@thundercat1
If you can see your recent top up or goodybag purchase here
Http://giffgaff.com/account
You're logged into the correct account

Follow the advice in my previous post and contact an agent

Get a free giffgaff Sim
Message 8 of 10
by: thundercat1
on: 28/01/2019 | 21:01
Many thanks. Contacted agent a couple of hours ago. No reply, not impressed although this is the first issue I have had in 6 years. Need phone for work as self-employed so really not a good situation. Fingers crossed...........
Message 9 of 10
Highlighted
by: thundercat1
on: 28/01/2019 | 21:20
Tried logging in with phone number and it didn't! By logging in by member name I can see previous payments but last payment may have been made before new sim was activated.
Message 10 of 10