Knowledge Base

Sim/phone number problem

Started by: sc170
On: 12/06/2019 | 17:03
Replies: 7

by: sc170
on: 12/06/2019 | 17:03

Hi can someone please help!!

My phone stopped accepting calls last week and also every time I dialled out the first attempt was always ‘call failed’

also  I put old and new sims in another iPhone and it was exactly the same

i put a new sim in yesterday and swapped from old  sim - SAME PROBLEM 

I am thinking it’s somehow the phone number

csn someone advise


Message 1 of 8
by: mrjeeves
on: 12/06/2019 | 17:15
Hi @sc170

It's easy to get a new number: you don't even have to replace your SIM.

Just head to this page:

It can take up to 4 hours. Note that if you're experiencing issues with premium texts, you can stop them by texting "STOP" to the number for the service. You also cannot choose your number: it is assigned randomly.

You can change your number twice per account. If you want to change it again after that, you have to contact an agent.

You can contact a giffgaff agent at this link:

When you get a response (usually within 1-2 hours, but can be up to 24 hours), you should receive a text and email alert telling you. You can view the response either from the bottom of your giffgaff dashboard, or by clicking this link:

If you still need help, feel free to reply to my message and mention me @mrjeeves

If an answer helped you, click the Kudos button and select a Best Answer.
If you want a SIM, order one here for £5 free credit:
Message 2 of 8
by: natty88
on: 12/06/2019 | 17:16

@sc170  a few things to try and see if work 


1. Check do not disturb or sleep mode are not enabled in call settings


2. Check call forwarding is not enabled as shown here 


check this guide to call forwarding as shown here call forwarding and hidden parts 


3. Try switching of voicemail as shown here 

guide to voicemail Remember it costs 8p per call from top up credit or one minute from goody bags minutes number to call is 443 for giffgaff voicemail services 

to activate voicemail number is 1616

 to deactivated it number is 1626 


Now can you call yourself from another mobile or landline and see if works or ask a friend or family member to call you 

Get a free giffgaff Sim
Message 3 of 8
by: mangowalk
on: 12/06/2019 | 17:16
If you did a sim swap yesterday it may not have fully completed the process as it can take up to 24 hours to complete
and * While waiting for a response, try turning your phone ON and OFF every 30 mins until you get a signal
*Once started, SIM Swap is non-reversible
If still not sorted after 24 hours contact and agent
All services (calls, texts & data) not working
Please Allow up to 24 hrs for a response. Agents work 7 days a week from 8am to 11pm.
Check for replies here:
Message 4 of 8
by: sc170
on: 12/06/2019 | 18:51
Many Thks but I’m self employed and have had my number for about 10 yrs Thks for you reply
Message 5 of 8
by: sc170
on: 12/06/2019 | 19:01
Thks for your quick reply
Tried your suggestions but unfortunately still same problem
As I said different phones old and new sim - exactly the same problem
Think I need to talk to Giffgaff as I need to keep my number
Thks again
Message 6 of 8
by: sc170
on: 12/06/2019 | 19:02
Thanks for your reply
Got signal and switched a number of times
As I said different phone old and new sins same problem think I need to talk to giffgaff as I need to keep my number
Thks again
Message 7 of 8
by: sloz
on: 12/06/2019 | 21:02
Hi, which phone do you have?
There's been a trend of others reporting a similar problem

In almost all, the issue has been resolved by switching network mode type to 3G from 4G
Get a free giffgaff Sim
Message 8 of 8