.

Yesterday, we were experiencing some issues with 2G, 3G and 4G services across the UK. This issue affected multiple networks across the world. Our engineers worked on the issue throughout the night and 2G, 3G & 4G services should be back to normal. If you are still experiencing issues please follow the troubleshooting steps below.

14:47- 7th December

Hello everyone,

Yesterday (Thursday, 6th Dec), our members experienced issues while trying to use mobile data and had intermittent connectivity to voice and texts. One of our third-party suppliers had found a software issue in their system which affected mobile networks around the world.

The technical teams worked throughout the night to restore connectivity and 2G, 3G and 4G services should now be returning to normal for all of our members. If you are still experiencing issues with any of your services please try the following troubleshooting steps below:

1. Turn Airplane mode ON and then OFF

2. Turn your device OFF then back ON

3. Check here to make sure you have an active goodybag or top-up credit

4. Pop your post code into the service checker for local mast issues - https://www.giffgaff.com/coverage-and-service

5. Perform a manual roam

6. If that does not help, click on this article for more details and troubleshooting steps.

For iMessages & Facetime issues, we recommend Switching Off iMessages & Facetime, restarting the phone and then Switching iMessages and Facetime On again.

If you have tried all of that and it is still not working, please raise a case with one of our agents.

If you are interested in what we are doing to make things better, here is the post our CEO made earlier today Where you can find out all about how we are saying sorry to our members.

We’d like to apologise again for all the inconvenience this has caused and want to thank you all for your patience.

Regards

Dez

Please click the spoiler for a full history of this service issue to date.

07:04 - 6th December 2018

Hi everyone,

We have been made aware that there is an issue impacting 2G, 3G and 4G services across the UK. Access to the website and the community is available.

Our teams are are looking into this, as we speak and we will let you know as soon as we have more information.

Thank you,

Roxy

08:15 - 6th December 2018

Hi everyone,

The technical team has identified the root cause of the issue impacting 2G, 3G and 4G services across the UK. They are now working on a possible solution. At the moment we do not have a time frame for when this issue will be fixed but as soon as we get more information we will make sure to keep you in the loop.

Many thanks,

Roxy

09:45- 6th December 2018

Hi everyone,

The technical team are still working to resolve the issue with 2G, 3G & 4G calls, texts & data across the UK, we have seen a significant increase in website traffic across giffgaff.com and as such we will be moving our website over to our outage server until further notice. Please note that you will still be able to view the website & community but will be unable to access any account functions at this time.

We apologise for the inconvenience and thank you for your continued patience.

Regards.

Paul.

10:21- 6th December 2018

Hi everyone,

The technical team are still working to resolve the issue with 2G, 3G & 4G calls, texts & data across the UK, we did see a significant increase in website traffic across giffgaff.com and as such we temporarily moved our website over to our outage server.

We can confirm that access to the giffgaff community has now been restored & members will be able to access their account as normal.

We apologise for the inconvenience and thank you for your continued patience.

Regards.

Paul.

12:00- 6th December 2018

Afternoon giffgaffers

Thank you all for your continued patience, we understand how frustrating this issue is. Our engineers are working hard to restore services as quickly as possible as a priority, However this issue is affecting other networks worldwide.

We want to reassure members that during this time that calls to the 999 emergency services will still be fully operational for emergency calls only.

We apologise for the inconvenience and thank you for your continued patience and will keep you updated as we hear more.

Regards.

Paul.

13:00- 6th December 2018

Afternoon giffgaffers

We are experiencing some issues with 2G, 3G and 4G services (Calls, Texts & Data) across the UK. This issue is affecting multiple networks across the world. Our engineers are actively working on the issue with the aim of restoring services as quickly as possible.

We want to reassure members that during this time that calls to the 999 emergency services will still be fully operational for emergency calls only.

We understand how frustrating this issue is and would like to thank you for your continued patience and understanding, We are working very hard to restore services to you as quickly as we can.

Regards.

Paul.

15:29- 6th December 2018

Afternoon giffgaffers

We are currently experiencing some issues with 2G, 3G and 4G services (Calls, Texts & Data) across the UK. This issue is affecting multiple networks across the world.

Our engineers have identified the issue and are working towards a possible fix.

We want to reassure members that calls to the 999 emergency services are still fully operational for emergency calls only.

We don't have any timescales to share at the moment but it remains a top priority for us & we are working as quickly as possible to fix this Issue.

We understand how frustrating this may be & would like to thank you for your continued patience and understanding.

Regards.

Paul.

17:14- 6th December 2018

Evening giffgaffers

We are currently experiencing issues with 2G, 3G and 4G services across the UK. Our members are not able to use mobile data and calls and texts are working intermittently. This issue is affecting multiple networks across the world.

Unfortunately, we don't have any timescales to share at the moment but it remains a top priority for us and the technical teams are working as quickly as possible to fix this Issue.

We want to reassure members that calls to the 999 emergency services are still fully operational for emergency calls only.

We are really sorry for any inconvenience this has caused and would like to let our members know that we really appreciate your continued patience and understanding.

Regards.

Paul.

19:33- 6th December 2018

Hello everyone,

We are currently experiencing issues with 2G, 3G and 4G services across the UK. Our members are not able to use mobile data and calls and texts are working intermittently.

This issue is affecting multiple networks across the world due to a software issue on a system managed by one of our third party suppliers.

We have started the process of restoring the service and we are aiming to have this rolled out by tomorrow morning: 7th December.

We want to reassure members that calls to the 999 emergency services are still fully operational for emergency calls only.

We are really sorry and want to apologise for all the inconvenience this has caused and we will make sure to let you know as soon as anything changes.

Thanks a lot for your patience,

Roxy

22:22- 6th December 2018

Hello everyone,

Earlier today(Thursday, 6th Dec) our members have experienced issues with using data and had intermittent connectivity to voice and texts. One of our third-party suppliers had found a software issue in their system which affected mobile networks around the world.

The technical teams are working hard throughout the night to restore connectivity. 3G services are now being slowly restored and the teams are working on bring 4G back up next.

The aim is to have the entire service up and running by tomorrow morning: 7th December.

We’d like to apologise and tell you how sorry we are for all the inconvenience this has caused. Our main focus at the moment is to get everyone back up and running and we will make sure to let you know as soon as we have any other information.

Thank you so much for your patience,

Roxy

08:47- 7th December 2018

Morning everyone,

Our technical teams have worked throughout the night to bring back the data service. 2G, 3G and 4G services should be back to normal for everyone. If you are still having issues with mobile data, please firstly turn your device OFF and then back ON. If you are still experiencing no connectivity while trying to access the Internet after that, please let us know the area that you are in.

We are still looking into the text messages service. Members are experiencing issues while sending SMSs where it looks like the text has not been sent but the recipient might receive that text multiple times. The technical teams are aware of this issue and are working on getting this solved as soon as possible.

We are very sorry for all the inconvenience this has caused and will make sure to keep you updated with any new information.

Thank you so much for your patience,

Roxy

12:15- 7th December 2018

Hello everyone,

Yesterday(Thursday, 6th Dec) ,our members have experienced issues while trying to use mobile data and had intermittent connectivity to voice and texts. One of our third-party suppliers had found a software issue in their system which affected mobile networks around the world.

The technical teams worked throughout the night to restore connectivity and 2G, 3G and 4G services should now be returning to normal for all of our members.

We’d like to apologise and tell you how sorry we are for all the inconvenience this has caused and we will make sure to let you know as soon as we have any new information.

Thank you so much for your patience,

Roxy

12:30- 7th December 2018

Hello everyone,

We wanted to inform you that this issue has now been resolved and that all 2G, 3G & 4G including all calls & data services have now been restored.

The technical teams worked throughout the night to restore connectivity and 2G, 3G and 4G services should now be returning to normal for all of our members.

We’d like to apologise and tell you how sorry we are for all the inconvenience this has caused and we will make sure to let you know as soon as we have any new information.

If you do still experience no service please restart your device and try to reconnect to the network.

Thank you so much for your patience,

Dez

14:47- 7th December

Hello everyone, Yesterday (Thursday, 6th Dec), our members have experienced issues while trying to use mobile data and had intermittent connectivity to voice and texts. One of our third-party suppliers had found a software issue in their system which affected mobile networks around the world.

The technical teams worked throughout the night to restore connectivity and 2G, 3G and 4G services should now be returning to normal for all of our members. If you are still experiencing issues with any of your services please try the following troubleshooting steps below:

1. Turn Airplane mode ON and then OFF

2. Turn your device OFF then back ON

3. Check here to make sure you have an active goodybag or top-up credit

4. Pop your post code into the service checker for local mast issues - https://www.giffgaff.com/coverage-and-service

5. Preform a manual roam

If that does not help, click on this article for more details and troubleshooting steps.

If you are interested in what we are doing to make things better, here is the post our CEO made earlier today Where you can find out all about how we are saying sorry to our members. We’d like to apologise again for all the inconvenience this has caused and want to thank you all for your patience.

Regards

Dez