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23 April 201356 Comments by Jon M

Giffgaff outage liveblog

We’re getting reports that Giffgaff is suffering a partial network outage. It’s not yet clear whether O2 and Tesco Mobile are also affected. We’ll update from across various sources as the situation progresses.

2G and 3G calls – grn_pix.jpg Available
2G and 3G texts – grn_pix.jpg Available
2G and 3G data – grn_pix.jpg Available
Emergency calls – grn_pix.jpg Available

Update 22:53

It’s 100% official now:

That’s it for us, then. Thanks for reading. We’ll be back soon with an in-depth blog post on exactly what went wrong and how come it took so long to fix as soon as we get confirmation from Giffgaff. We’re not holding out hope but if there’s any form of compensation or goodwill gesture offered, we’ll be sure to have the full lowdown too.

For now: Goodnight and sleep well, safe in the knowledge that your Giffgaff phone is working again πŸ™‚

Update 22:44

Thanks to everyone who came here to read updates and left comments or tweets with their experience. While you’re here, please check out our articles and especially our comprehensive comparison table of all PAYG mobile networks. We’d also be really grateful if you could rate the networks we’ve reviewed (especially this one), subscribe to our newsletter or consider retweeeting some of our articles or linking to some of our pages.

Official Update 22:37

Just wanted to add to Will T’s update. Thank you all for remaining patient with us while we resolved this. I know it was very frustrating to lose your service and I can assure you a full review is now going on into how this can be avoided. I am sure there will be some future updates around this.

Update 22:36

Woohoo! What a relief! After almost four hours we finally managed to make our first call with our Giffgaff SIM. Over on Twitter it seems that service is back up and running. Thanks for coming by to follow our updates.

Official Update 22:35

Good news – we’re back. Calls, texts and data all appear to be working well.

Thanks so much for following along over the last few hours, everyone. We’ll be keeping an eye on the service for a little while to make sure it’s stable – if you’re not receiving service please make sure that you reset your phone and try again.

Official Update 22:25

Good news – after some sterling work by the engineers, we’re back. Calls, texts and data all appear to be working well.

Thanks so much for following along over the last few hours, everyone. We’ll be keeping an eye on the service for a little while to make sure it’s stable – if you’re not receiving service please make sure that you reset your phone and try again.

Update 22:24

At last one other news source has picked up this story. Over at they have a quickly-written article about the downtime.

Update 22:23

We’re getting some reports that calls are working any. Can any of you confirm?

Official Update 22:22

Thanks so much to everyone who’s reporting their data service status – please keep it coming. Make sure that you’re restarting your handset before trying again as this will force a new connection to the network and give the most up to date result.

Official Update 22:10

We’ve been working hard to bring service back up and we believe we may have restored data service for those of you that were experiencing difficulty. Would those of you that were having trouble please ensure your settings are correct, restart your handset, and confirm whether this is the case?

Update 22:05

So we’ve hit the 3-hour mark now and there’s still no end in sight. However, there is some reason to be cheerful. At least it seems that mobile data is back up and running for most people. And finally it appears that Giffgaff have identified the issue with their network. They just don’t know how long it will take to fix.

Hopefully we’ll have some more positive updates to bring you over the next hour or so…

Official Update 21:53

Just a quick one – the exact issue with the hardware that failed has been identified and the engineers are working in earnest to correct it. Thanks again and we’ll be updating once we have further updates.

Update 21:52

It appears data is back where we are. Anyone else?

Update 21:49

For those still worried about rumours that the network will be down until 30th April, Giffgaff have officially denied this twice now. However, they have yet to give any other ETA for a fix nor any indication whether it’s more likely to be minutes, hours, days or weeks…

Official Update 21:44

Thanks again for your patience. We’re talking with the tech team and it looks like they’re making good progress on this. We’ll update with more as soon as we’re able.

Update 21:41

Still no mention of the outage from any major blog or news source – seems we’re the only ones coving it. Even though Giffgaff has got 100,000s of users now, it’s not yet deemed important enough to write about.

Anyone want to take bets for how long this will last in total?

Update 21:37

If you’re bored with waiting to get your network service back, here’s some things to while away the time:

Got anything funny or interesting you want to share with people while we wait for a more substantial update from Giffgaff?

Update 21:34

Well that was useless…

So it seems we don’t really know anything other than nobody can say how long this outage will last and that it’s something to do with the voice call hardware that is, for some reason, affecting texts and data too.

On the plus side we have got Twitter updates working again even if Giffgaff aren’t providing much info on their Twitter account:

Official Update 21:30

We have no further updates at this time. Unfortunately we don’t have an ETA for a fix yet. As soon as we do we will let you all know.

Official Update 21:29

All we know at the moment is, it was a problem with piece of hardware that manages voice calls. Any other information we find out will be updated on the thread.

Official Update 21:27

Thanks again so much for the patience you’re showing with us on this. We know how important it is to be connected and we’re working as hard as we can to make sure we can bring the system back online as soon as possible.

Update 21:18

We haven’t been able to get data to actually work at all. And nobody on Twitter seems to either. Is data working for anyone at all? Is it really “intermittent”?

Official Update 21:15

Thanks for your comments about your varying degress [sic] of data service – I’ve added this as intermittent at the top of the thread as it’s a more accurate representation of the service currently.

I also want to assure you that we’re still working hard to make sure that this is resolved as soon as we can.

Update 21:13

We’re getting unconfirmed reports that Tesco Mobile is unaffected (although O2 is definitely fine. Anyone with a Tesco Mobile SIM able to verify this for us?

Update 21:11

It’s just past 9pm and the issue has been going on for over two hours now. The community thread just hit 100 pages! Still no sign as to when it will be fixed though πŸ™

Lots of people saying that data definitely is not working in opposition to Giffgaff staffer t_will. Only a few are saying it is still working.

Official Update 21:01

zobia22 just responded to a post where someone claimed that the outage will continue until 30th April:

We have no idea how long calls and texts will be down for. As soon as we do have a time frame or any more information, we will update this thread.

Update 20:57

So Giffgaff are saying that data should still be working. No luck here though. What about you guys?

And anyone else managed to receive any texts in the last couple of hours?

Official Update 20:54

I’ve just heard from the tech team and they’re looking at a couple of different options right now. The issue appears to be with a piece of hardware that manages voice calls, which we’ll be fixing shortly.

After investigation, the reports that data is affected appear to be incorrect, so I’ve marked this as available. If you’re having problems with your data allowance please make sure that your settings are correct and that you have an active allowance.

Official Update 20:50

We are updating the thread as soon as we get any information. Once we have more details on what is causing the issue, we will update the thread.

Update 20:50

Could the end be nigh?! We just got a text into our text Giffgaff phone. It was sent at 20:48 and arrived by 20:49. If texts can be received maybe they can be sent too? We’re trying our best to test this hypothesis out… Let us know if you have any luck too…

Update 20:47

Some black humour in this difficult time πŸ™‚

Official Update 20:42

Seems they are trying to deflect the blame. But no hard information about what exactly is causing the fault.

I just want to jump in to reassure you all we are doing everything within our powers to get this resolved as soon as possible. We are working with our third parties and we will update as and when we know more.

I am very sorry for the inconvenience this is causing you.

Update 20:39

An update on the data issue. We’ve been in contact with several other Giffgaff users as well as running our own tests – it seems that the phone will still say it’s connected to data but won’t be able to load any pages or send/receive any data. So data seems to be down everywhere now according to what we’re hearing. Is it working for any of you?

Official Update 20:35

I’ve noticed a few people concerned about this, so wanted to make clear that emergency calls to 999 should still work while we’re experiencing this difficulty, so if you are experiencing an emergency that would require it you should still be able to get assistance.

Update 20:32

Giffgaff users are getting ncreasingly irate. This is from hogweed on the forums:

Well time for the giffgaff boss to resign. All his plans to make sure this didn’t happen again have ben [sic] shown to be incompetent lies.

It is fair to mention that Giffgaff have had more than their fair share of outages. Usually it’s been O2‘s fault but at the moment it seems this problem rests squarely on their shoulders.

The forum thread is now up to 42 pages and is being updated faster than we can read it….

Official Update 20:31

Just wanted to thank you for all your comments so far. We know how much people rely on their mobile phones and we’re working as quickly and as well as possible to ensure that service is restored as soon as we’re able.

Update 20:29

The good news is that the Giffgaff community forum seems to be standing up to the strain at the moment. The bad news is that there’s still no word on the cause or duration of this outage. Even worse, we haven’t had our dinner yet πŸ™

Official Update 20:20

It appears that this issue may also affect data service intermittently. I’ll update the title to reflect this, so if you see anyone posting about losing their data service please direct them to this thread.

We’re still working on the issue and will update you once we have plans for a resolution.

So there you have it, data is officially affected too.

Update 20:19

The Giffgaff community thread (when you can get it to load) is now up to 20 pages…

User therosey1973 (I mean “member”) just reported that she couldn’t get a taxi so had to walk 3 miles home…

Please help spread the word by linking to this page if you have a website or by tweeting a link so that people can keep up-to-date with the outage.

Update 20:17

We’re getting reports that data is now down too. Our own tests are not yet conclusive but we strangely got redirected to the URL when trying to visit Google. We suspect data will be fully down soon too but still have no idea what is causing the outage. Giffgaff haven’t given any clues at all. What experience are you getting?

Update 20:16

No updates of any substance from Giffgaff recently. We still can’t access the community post and their Twitter account is just trying to reassure indiviudals rather than discuss the problem and its solution.

Update 20:13

Sorry if your comment isn’t approved immediately – they are coming in quicker than we can publish them at the moment! Don’t stop though…

Update 20:11

Can anyone positively confirm that O2 and Tesco Mobile are unaffected by this issue?

Update 20:10

Seems tweets aren’t embedding properly. We’re working on fixing it but for the time being just visit the URLs.

Update 20:07

Giffgaff have officially confirmed that the outage is nationwide.

They have also said that they are unable/unwilling to give an estimate for how long the downtime will last.

Update 20:05

Our tests and comments from users seem to show that data is still working. But what about the speeds? Are you seeing any difference compared to what you usually get?

Update 19:59

Giffgaff just confirmed that calls and texts are down. Are we to infer from this that data is still fine. Does yours work? Let us know…

Update 19:53

Update from Giffgaff:

We’re really hoping they will be able to give an estimate for the restoration of service soon.

Update 19:49

We just ran some tests and it’s still definitely not working. Even triggering Airplane mode and back again or doing a hard reboot of the phone does resolve the issue.

Update 19:46

The Giffgaff community is struggling under the strain of all the customers without service. It keeps going down making it harder for people to get information. Our server is taking a beating too but we’ll do our best to keep it going for you guys…

Update 19:43

Just rejigged this post so that the latest updates are at the top and so you don’t need to keep scrolling down to check if anything new has been posted πŸ™‚

Update 19:40

Offical word from Giffgaff:

Update 19:37

Nothing new to report from Giffgaff yet unfortunately. But from what people have been tweeting us and commenting here, this definitely seems to be nationwide. Reports coming in of the network being down from all over the UK. Keep them coming so we can see if there are any improvements anywhere over the course of this issues…

Update 19:30

Just a friendly reminder – please help us keep track of the outage by commenting below with your location and which services are currently unavailable. Cheers πŸ™‚

Update 19:29

There are currently a torrent of tweets about the outage. Please refer people to this post for the latest updates and use the hashtag #giffgaffoutage to keep track of the problem.

Update 19:25

If you are on Giffgaff and your network is currently down, please comment below with your location and the services that aren’t working. We’re currently trying to get a picture of whether this outage is nationwide or localised. We have already had emails from people in Sussex, West Mids, Glasgow and London about their phones not working.

Update 19:22

Some forum threads from users about this issue: 1, 2, 3, 4.

But still nothing on the official Service Updates board.

Update 19:19

Twitter is currently awash with reports that people can neither text nor call. There’s still no official word from Giffgaff acknowledging the outage.

56 Responses to “Giffgaff outage liveblog”

  1. Amy 23 April 2013 at 22:12 Permalink

    IT’S WORKING!!!!!!

  2. Amelia 23 April 2013 at 21:12 Permalink

    Can’t send texts/call/receive data in Bristol.

  3. julie 23 April 2013 at 21:10 Permalink

    No GiffGaff calls or text but other networks sending a GiffGaff user text will get through

    • julie 23 April 2013 at 21:13 Permalink

      Plus ive got full service

  4. ciara 23 April 2013 at 21:10 Permalink

    Data’s not working but i can receive texts

  5. Charles 23 April 2013 at 20:57 Permalink

    Texts have been receiving OK throughout the whole thing, it’s only sending that’s affected.

    • Mobile Network Comparison 23 April 2013 at 21:02 Permalink

      Thanks for that, Charles. But you can’t even receive calls, right?

      • Charles 23 April 2013 at 21:17 Permalink

        No, when calling my number the line goes dead.

        giffgaff have also posted facebook status updates now as well as twitter

  6. Creg 23 April 2013 at 20:46 Permalink

    Got a couple texts through from people but still can’t send text or call

  7. Anna 23 April 2013 at 20:42 Permalink

    I think i speak for everyone when i say, its not working anywhere, we’re not happy and they need to get on and FIX IT. X_X

  8. Gareth 23 April 2013 at 20:40 Permalink

    My Tesco mobile iPhone is working fine but my girlfriends giffgaff iPhone isnt…

    Thank goodness for facebook chat!

  9. Michael S 23 April 2013 at 20:30 Permalink

    Giffgaff down on isle of bute…

  10. Paul S 23 April 2013 at 20:21 Permalink

    It was the data outage that clued me in. spent ages rejigging my apns!

  11. Al 23 April 2013 at 20:16 Permalink

    Data has now stopped working for me in Dundee. It was working but now isn’t even though I have a strong signal. So no voice, text and now no data.

  12. Mike 23 April 2013 at 20:14 Permalink

    Just called my sister on o2. Although she didn’t pick up, there was dial tone and it went to o2 voicemail, so all in all it seems okay with o2

  13. Genieve 23 April 2013 at 20:13 Permalink

    My mum is on o2 and I’m on giffgaff, her phone is working perfectly fine, but mine isn’t!

    (benfleet, essex)

  14. Cshah 23 April 2013 at 20:09 Permalink

    No giffgaff service voice or 3g in new southgate london. Using Tesco broadband (using 02 nework) ok though

  15. Bob 23 April 2013 at 20:05 Permalink

    In Cambridge here, two phones with SMS and voice calls not working. Data does work.

  16. John K 23 April 2013 at 20:05 Permalink

    No outgoing calls/text or internet from Wellingborough πŸ™

  17. Anna 23 April 2013 at 20:00 Permalink

    No service in Poole, Dorset

  18. Liz 23 April 2013 at 19:59 Permalink

    I thought it was just my Samsung Android phone!! I was searching the Internet endlessly and trying to fix my phone. Then I saw this.. and I was like “OH…”

  19. Laura 23 April 2013 at 19:58 Permalink

    Not working in Dundee

  20. John 23 April 2013 at 19:58 Permalink

    No access to web/internet services when using ipad, between Warrington and Manchester.

  21. Megan 23 April 2013 at 19:56 Permalink

    No calls/text in Belfast

  22. Town 23 April 2013 at 19:56 Permalink

    Huddersfield – no outgoing calls, texts or internet. Incoming texts were working 10 minutes ago.

  23. Andrew 23 April 2013 at 19:55 Permalink

    GiffGaff is down in Muir of Ord, near Inverness. No voice or text at all.

  24. Ksenia 23 April 2013 at 19:54 Permalink

    can’t make outgoing calls/send texts in Leeds

  25. amychorlton 23 April 2013 at 19:54 Permalink

    giffgaff is down in the northwest manchester middleton

  26. Anna 23 April 2013 at 19:53 Permalink

    Im not impressed, I don’t pay Β£15 a month to not be able to use my phone, please get this sorted soon and i expect some kind of vast apology.

  27. Steve 23 April 2013 at 19:53 Permalink

    All services are down in Dundee..

  28. eaglehaslanded 23 April 2013 at 19:52 Permalink

    Greasby on the Wirral

  29. Kaz 23 April 2013 at 19:51 Permalink

    Not working at all, just a beep. Wrexham

  30. Graham Williams 23 April 2013 at 19:51 Permalink

    No voice, text or data services in Norfolk πŸ™

  31. Zoe 23 April 2013 at 19:49 Permalink

    Texts and calls down in Edinburgh too.
    Tried phoning from the landline and we also get the message saying “the number you have dialled has not been recognised”

  32. Kalten 23 April 2013 at 19:48 Permalink

    Giff Gaff down in Macclesfield uk (near Manchester) any ideas when it will be on???

  33. james 23 April 2013 at 19:48 Permalink

    giff down in Glasgow to

  34. jodie l 23 April 2013 at 19:48 Permalink

    Barking, Essex

  35. Dirk 23 April 2013 at 19:48 Permalink

    giffgaff not working in the Reading Area

  36. Lucy 23 April 2013 at 19:48 Permalink

    Giffgaff not working in Brighton

  37. Adam 23 April 2013 at 19:48 Permalink

    Newcastle upon Tyne

    All services down (Voice, SMS, Data)

  38. laarn 23 April 2013 at 19:48 Permalink

    My phones saying i have no network. im in Devon.

  39. Stimcity 23 April 2013 at 19:47 Permalink

    No coverage for data, text or voice from Ash, Surrey.

  40. Richard Williams 23 April 2013 at 19:46 Permalink

    No voice or text services working on giffgaff in Pinner, Middlesex.

  41. Rosie 23 April 2013 at 19:45 Permalink

    Giffgaff down Cwmbran (south Wales)

  42. Dan 23 April 2013 at 19:42 Permalink

    Down in County Durham

  43. Sally 23 April 2013 at 19:42 Permalink

    located in Milton Keynes and yes unable to make calls

  44. Laurie 23 April 2013 at 19:39 Permalink

    We (three GiffGaffs) can’t send texts or make calls AND when we tried to call our phones from a landline, for each GG number it says “the number you have dialled has not been recognised” !?? We are in Suffolk.

  45. E Sibley 23 April 2013 at 19:37 Permalink

    Texts and calls down. Located in Bath

  46. Jordan 23 April 2013 at 19:35 Permalink


    You were quick to get this going – well done, giffgaff should employ you for outages. πŸ˜›

    I am from Northumberland and I have seen people on facebook and Twitter reporting this from Glasgow, Durham and Surrey.

    It seems to be pretty widespread/nationwide.

    Let’s hope for an official word soon. πŸ™‚

  47. callum 23 April 2013 at 19:35 Permalink

    Northwest blackburn

  48. Beth 23 April 2013 at 19:34 Permalink

    In selby, giffgaff not working

  49. Katie 23 April 2013 at 19:33 Permalink

    No access in Northwest; no calls, texts or data

  50. mikie doran 23 April 2013 at 19:32 Permalink

    giff gaff not working in bournemouth dorset..

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