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  1. Callum Macrae
  2. 25/10/2011 02.40 PM
  3.  
  4. http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/Data-troubles-in-Alcester/m-p/1899871
  5.  
  6. I don't know whether it is a problem with giffgaff or O2 - it would seem more likely that it is a problem with O2, but the only people I have heard complaining about it have been giffgaff users (although most of the people I talk to are giffgaff users).
  7.  
  8. The problem happens over the whole Alcester area, until I drive out a few miles, lose signal, and get it again from somewhere else.
  9.  
  10. It has been happening for weeks now.
  11.  
  12.  
  13.  
  14. chrisr
  15. 27/10/2011 08.55 AM
  16.  
  17. Hi Callum
  18.  
  19. Thanks for getting back in touch with us regarding your current issue on data.
  20.  
  21. I have just checked the O2 Status Checker link, http://status.o2.co.uk/, and under your post code ' CV35 ### ' there is still mast outage that is causing problems in this area for your data.
  22.  
  23. I can confirm that the O2 engineers are on the case to resolve the issue. Can you please keep an eye on this checker every so often and if you are still having problems once it states that this issue has been resolved can you please get back to me here at the giffgaff team so I can look into this issue further for you.
  24.  
  25. Sorry for any inconvenience caused by this matter but please check the below link for updates in your area.
  26. http://status.o2.co.uk/#13197020048321&if_height=264
  27.  
  28. In the meantime, please let me know if you require any further account related information.
  29.  
  30. For any non-account related information you can ask your fellow giffgaffers on our community forum, via the following link: http://giffgaff.com/support
  31.  
  32. Kind Regards,
  33. Chris @ The giffgaff team
  34. www.giffgaff.com
  35.  
  36.  
  37.  
  38.  
  39. Callum Macrae
  40. 31/10/2011 08.09 PM
  41.  
  42. Hi,
  43.  
  44. Sorry for the delay in response. The problem is still persisting. It is not happening at my current location, just the post code I provided with this ticket (B49 ###). It is happening to every person I have asked who is using O2 or giffgaff.
  45.  
  46.  
  47.  
  48. chrisr
  49. 31/10/2011 08.17 PM
  50.  
  51. Hi Callum
  52.  
  53. Thanks for getting back in touch with us regarding your current issue on data.
  54.  
  55. I have just checked the O2 Status Checker link, http://status.o2.co.uk/, and under your post code ' B49 ### ' there is still mast outage that is causing problems in this area for your data.
  56.  
  57. I can see voice and text is working.
  58.  
  59. I can confirm that the O2 engineers are on the case to resolve the issue. Can you please keep an eye on this checker every so often and if you are still having problems once it states that this issue has been resolved can you please get back to me here at the giffgaff team so I can look into this issue further for you.
  60.  
  61. Sorry for any inconvenience caused by this matter but please check the below link for updates in your area.
  62. http://status.o2.co.uk/#13197020048321&if_height=264
  63.  
  64. In the meantime, please let me know if you require any further account related information.
  65.  
  66. For any non-account related information you can ask your fellow giffgaffers on our community forum, via the following link: http://giffgaff.com/support
  67.  
  68. Kind Regards,
  69. Chris @ The giffgaff team
  70. www.giffgaff.com
  71.  
  72.  
  73.  
  74. Callum Macrae
  75. 31/10/2011 08.29 PM
  76.  
  77. Hi,
  78.  
  79. I use 2G for internet, Alcester has never had 3G. The checker is saying that everything is fine for me, but it isn't?
  80.  
  81.  
  82.  
  83. chrisr
  84. 31/10/2011 08.41 PM
  85.  
  86. Hi Callum
  87.  
  88. Sorry to hear that your having issues with browsing the internet on your handset, for me to investigate this for you could you please provide me with the information listed below. This will help our network engineers identify and correct the issue as fast as possible.
  89.  
  90. Your Mobile number:
  91. Make model of your handset :
  92. Software version of the handset:
  93. Alternative contact number:
  94. Exact date and time of last browsing attempt:
  95. Location (full address):
  96. Has the device been tested out of the area?:
  97. Has it been tested both indoors and outdoors?:
  98. Has the device been tested on 2G? If so what happened?:
  99. Has the device been tested on 3G? If so what happened?:
  100. Are other users in the same area affected?:
  101. Has the service worked in this location before?:
  102. What is your current signal stength?:
  103. Does you receive an error message when attempting to connect to the internet?:
  104. When was the last time that you successfully connected to data and experienced no problems?:
  105. Have you tried connecting to data with their SIM in another handset?:
  106. Have you cleared the cache on your handset?:
  107. Which web sites/applications have been tested?:
  108. Has the sim been taken out and cleaned?:
  109. did you have credit at the time of your browsing attempts?:
  110. Could you please go to www.speedtest.net and run a test and email the results to Attachments@giffgaff.com this will give our engineers real time data
  111.  
  112. Kind Regards
  113. Chris @ The giffgaff team
  114.  
  115.  
  116.  
  117. Callum Macrae
  118. 31/10/2011 09.14 PM
  119.  
  120. Your Mobile number: ####
  121. Make model of your handset: iPhone 4, has also been experienced with every other phone tried
  122. Software version of the handset: iOS5, also affected 4.3.3
  123. Alternative contact number: N/A
  124. Exact date and time of last browsing attempt: 31/10/11 aprox 16:00
  125. Location (full address): ###########, B49 ###, but also affect everywhere else in the area.
  126. Has the device been tested out of the area?: Yes
  127. Has it been tested both indoors and outdoors?: Yes
  128. Has the device been tested on 2G? If so what happened?: Yes, data was extremely slow (< 1KB/s) but voice and messages worked fine.
  129. Has the device been tested on 3G? If so what happened?: N/A in the area, but is fine in the nearest 3G area
  130. Are other users in the same area affected?: Yes
  131. Has the service worked in this location before?: Yes
  132. What is your current signal stength?: N/A (not in the area), but was full signal when I was (both indoors and out)
  133. Does you receive an error message when attempting to connect to the internet?: No.
  134. When was the last time that you successfully connected to data and experienced no problems?: In that area, probably a month or so ago. Out of that area, it is working right now.
  135. Have you tried connecting to data with their SIM in another handset?: Yes.
  136. Have you cleared the cache on your handset?: Yes.
  137. Which web sites/applications have been tested?: Various googles, various news websites.
  138. Has the sim been taken out and cleaned?: Yes.
  139. did you have credit at the time of your browsing attempts?: Yes.
  140. Could you please go to www.speedtest.net and run a test and email the results to Attachments@giffgaff.com this will give our engineers real time data: I have been unable to connect to speedtest at all from that area.
  141.  
  142.  
  143.  
  144. chrisr
  145. 31/10/2011 09.18 PM
  146.  
  147. Hi Callum
  148.  
  149. Thanks for getting in touch with us here at the giffgaff team with your issue.
  150.  
  151. I have escalated your issue to our Technical team who will look into this for you, please be advised that this may take a few days to resolve.
  152.  
  153. We'll be in touch with you as soon as possible and we apologise for the inconvenience.
  154.  
  155. In the meantime, please let me know if you require any further account related information.
  156.  
  157. For any non-account related information you can ask your fellow giffgaffer’s on our community forum, via the following link: http://giffgaff.com/support
  158.  
  159. Kind Regards
  160.  
  161. Chris @ The giffgaff team
  162. www.giffgaff.com
  163.  
  164.  
  165.  
  166. Philip
  167. 04/11/2011 11.29 AM
  168.  
  169. Hi there Callum
  170.  
  171. I have now heard back from our tech team in regards to your slow data issue.
  172.  
  173. They have advised me that there are no 2G issues in your area and that the speed you are receiving is fine for your area.
  174.  
  175. I am sorry for the inconvenience that this is going to cause you.
  176.  
  177. Kind regards
  178. Phil @ the giffgaff team
  179.  
  180.  
  181.  
  182. Callum Macrae
  183. 04/11/2011 06.09 PM
  184.  
  185. Hi,
  186.  
  187. Today I was unable to access data at all. Neither were my friends. Alcester used to have fairly good speeds, and they have definitely decreased dramatically. Would you like me to provide you with a speedtest from a couple months ago? I have a couple.
  188.  
  189.  
  190.  
  191. Philip
  192. 04/11/2011 08.27 PM
  193.  
  194. Hi there Callum
  195.  
  196. Thank you for getting back in touch with the giffgaff team in regards to your data issue.
  197.  
  198. I will send this back to the tech team to look into your data speed once again.
  199.  
  200. As soon as I have heard anything back from them I will update you immediately.
  201.  
  202. I am sorry for the inconvenience that this is going to cause you.
  203.  
  204. Kind regards
  205. Phil @ the giffgaff team
  206.  
  207.  
  208.  
  209. Callum Macrae
  210. 10/11/2011 08.22 PM
  211.  
  212. Hi,
  213.  
  214. The problem is still persisting - any ETA on a fix?
  215.  
  216.  
  217.  
  218. Philip
  219. 11/11/2011 11.11 AM
  220.  
  221. Hi there Callum
  222.  
  223. I am sorry for the delay in getting back to you in regards to your data issues.
  224.  
  225. I have chased this up with our tech team and they have advised me that there are no issues in your area,.
  226.  
  227. They have also advised me that only 2G is available in your area.
  228.  
  229. Also since we recently made some changes to the internet service in preparation for the Blackberry launch.
  230.  
  231. As this is the case I would advise you to delete all the internet settings from your phone and then reboot it. Then simply re-enter all the details and hopefully this should get this to work for you.
  232.  
  233. If you are still having issues please let me know and I will look into this further.
  234.  
  235. Kind regards
  236. Phil @ the giffgaff team
  237.  
  238.  
  239.  
  240. Callum Macrae
  241. 11/11/2011 06.12 PM
  242.  
  243. If it were a phone problem, then it would not be affecting the other people (which it is). This week it has been worse, and I have been unable to access data at all.
  244.  
  245. Again, this is a problem with O2, not specifically giffgaff, as it is also affecting my O2 user friends - it isn't related to the blackberry changes. Also again, I am aware that 3G is unable in that area, but it is also not available where I live and the speeds aren't bad.
  246.  
  247. I fail to see how there isn't a problem - me and every other person on giffgaff, O2 or Tesco Mobile are unable to access data at all in that area.
  248.  
  249.  
  250.  
  251.  
  252. chrisr
  253. 12/11/2011 09.27 AM
  254.  
  255. Hi Callum
  256.  
  257. Thanks for contacting the giffgaff team regarding your data issue.
  258.  
  259. There is no issue for your data and no bars. Please can you follow the below link in order to resolve your issue on data as a new SIM may resolve this issue.
  260. http://giffgaff.com/support/lost
  261.  
  262. Please note: Your new SIM will carry the same mobile number and all your credit but unfortunately we can’t do much about your contacts that you may have stored on the old SIM. On completing the replacement form above you'll be given the choice to either "Bar SIM only" or "Bar SIM and Handset" so please ensure you only click on the "Bar SIM only" option if your SIM is faulty.
  263.  
  264. Once the SIM arrives please follow the link below to activate it.
  265. https://giffgaff.com/activate-sim
  266.  
  267. Once the new SIM arrives please test the SIM and if you are unable to make calls please send me your IMEI number.
  268. (You will normally find this under the battery of your handset, or by pressing *#06#)
  269.  
  270. Once this is done I can then send your details to our technical team to resolve the issue.
  271.  
  272. When you finally submit for your replacement SIM we will suspend your account temporarily until your new SIM arrives (this will need activated again, no fee required). A SIM/handset bar may need to be removed as soon as you activate the new SIM so if you can't make or receive calls/texts on its activation please let us know.
  273.  
  274. As we can only deal with your case and we can only deal to try and resolve you issue.
  275.  
  276. If you have any other queries please don't hesitate to contact us again at giffgaff towers as we're always more than happy to help. Additional information once you're back online can be found on our helpful FAQ section here: http://giffgaff.com/support and if your feeling more adventurous, you can discuss issues with other giffgaffers here: http://community.giffgaff.com/ and potentially earn yourself some cash.
  277.  
  278. Kind regards
  279. Chris @ the giffgaff team
  280.  
  281.  
  282.  
  283.  
  284. Callum Macrae
  285. 12/11/2011 10.32 AM
  286.  
  287. Again, it isn't a phone issue. It is affecting other people – you're not seriously saying that all their SIMs (giffgaff, O2 and Tesco) have broken at the same time? This is a screenshot of a facebook status I posted yesterday asking my friends if they were having problems: http://cl.ly/072X2p1f3y253I3A453s
  288.  
  289. Replacing the SIM won't do anything.
  290.  
  291.  
  292.  
  293. Jacqueline McGinn
  294. 12/11/2011 03.47 PM
  295.  
  296. Hi again Callum,
  297.  
  298. Thanks for getting back to us here at the giffgaff team concerning your data troubles.
  299.  
  300. I have checked the signal strength in your area again and can confirm that everything is showing as normal coverage.
  301.  
  302. As giffgaff do not troubleshoot handset settings directly from the support desk (being a SIM only company), we can only check the status of your SIM and provide further assistance when necessary on where you go next.
  303.  
  304. Firstly, I have had a look at your account and can see there are no restrictions on your SIM that would prevent the use of the Internet meaning the configuration of your handset needs to be amended.
  305.  
  306. What you then need to do next is check that your handset is unlocked.
  307.  
  308. If you've tried texting "settings" to 2020 with no joy, just head towards our community forum where our members will be more than happy to help.
  309.  
  310. What to do next:
  311.  
  312. 1) Search: The quickest way to get help, simply pop your question / or key words into the search box in the ‘Support Section’ http://giffgaff.com/support (giffgaff FAQ's). It'll come up with answers from giffgaff staff and results from the community - you'll hopefully find your question has already been answered here …. If not:
  313.  
  314. 2) Ask for help: It's super simple - add a ‘new message’ in our ‘Help: Ask the community’ forum 'http://community.giffgaff.com'. There are loads of mobile experts and handy giffgaffers ready to help you out. You'll be amazed how quickly someone will pop a reply back to you.
  315.  
  316. Kindest Regards,
  317. Jackie @ The giffgaff team
  318.  
  319.  
  320.  
  321. Callum Macrae
  322. 12/11/2011 03.50 PM
  323.  
  324. The signal strength is fine, and calls and texts are working fine. Data is the only thing which isn't working.
  325.  
  326.  
  327.  
  328. Jacqueline McGinn
  329. 14/11/2011 09.05 AM
  330.  
  331. Hi again Callum,
  332.  
  333. Thanks for getting back to me concerning your data.
  334.  
  335. Could you please try your SIM in another unlocked handset and if still the same it is possible the SIM is faulty.
  336.  
  337. If this is the case, I have added a link to get a replacement SIM.
  338.  
  339. http://giffgaff.com/support/lost
  340.  
  341. Once the SIM arrives please follow the link below to activate it.
  342.  
  343. https://giffgaff.com/activate-sim
  344.  
  345. When you have activated the replacement SIM, please test it and if you are unable to make calls please send me your IMEI number.
  346.  
  347. Once this is done I can then send your details to our technical team to resolve the issue.
  348.  
  349. Sorry for any inconvenience this may have caused you.
  350.  
  351. Kindest Regards,
  352. Jackie @ The giffgaff team
  353.  
  354.  
  355.  
  356. Callum Macrae
  357. 14/11/2011 04.55 PM
  358.  
  359. Hi,
  360.  
  361. A message I sent earlier:
  362.  
  363. "Again, it isn't a phone issue. It is affecting other people – you're not seriously saying that all their SIMs (giffgaff, O2 and Tesco) have broken at the same time? This is a screenshot of a facebook status I posted yesterday asking my friends if they were having problems: http://cl.ly/072X2p1f3y253I3A453s
  364.  
  365. Replacing the SIM won't do anything."
  366.  
  367.  
  368.  
  369.  
  370. Philip
  371. 16/11/2011 11.40 AM
  372.  
  373. Hi there Callum
  374.  
  375. Thanks for getting back in touch with the giffgaff team in regards to your data issues.
  376.  
  377. Can you please confirm the other affected giffgaffers numbers and post codes (if applicable).
  378.  
  379. Once I have this information I will send this back to the tech team to look into for you.
  380.  
  381. I look forward to hearing back from you so that we can sort this out but if you require any more information please get back in touch with us. Alternatively, you can find all the giffgaff ins and outs at our friendly community forum and view our helpful FAQ section while getting great giffgaff advice and tips right here: http://giffgaff.com/support
  382.  
  383. Kind regards
  384. Phil @ The giffgaff team
  385.  
  386.  
  387.  
  388. Callum Macrae
  389. 16/11/2011 05.21 PM
  390.  
  391. I am unable to give you phone numbers right now (I can send them tomorrow, though), but all of them are not affected where they live; just in Alcester. *Everyone* I have asked who is on O2 has been having problems
  392.  
  393. The last few mornings, data has been working alright (albeit sometimes slowly), but has then deteriorated between about 10:00 and 12:00 until it isn't working at all again.
  394.  
  395.  
  396.  
  397. Philip
  398. 17/11/2011 08.32 AM
  399.  
  400. Hi there Callum
  401.  
  402. Thank you for getting back to me in regards to your data issues.
  403.  
  404. Once I have the numbers of the other affected giffgaffers, we will be able to look into this further for you.
  405.  
  406. I am sorry for the inconvenience that this is going to cause you.
  407.  
  408. Kind regards
  409. Phil @ the giffgaff team
  410.  
  411.  
  412.  
  413. Callum Macrae
  414. 29/11/2011 04.22 PM
  415.  
  416. [numbers]
  417.  
  418.  
  419.  
  420. Jacqueline McGinn
  421. 03/12/2011 10.35 AM
  422. Hi again Callum,
  423.  
  424. Thanks for getting back to us with your friends numbers.
  425.  
  426. I have now forwarded this on to our technical team to investigate further and will be in touch once they get back to me.
  427.  
  428. Sorry for any inconvenience this may have caused, we do appreciate your patience while we resolve this.
  429.  
  430. If you have any other questions please let me know or visit our wonderful forum for help, hints and some useful tips.
  431. http://community.giffgaff.com/
  432.  
  433. Kindest Regards,
  434. Jackie @ The giffgaff team
  435.  
  436.  
  437.  
  438. Philip
  439. 04/12/2011 11.00 AM
  440.  
  441. Hi again Callum
  442.  
  443. I am sorry for the delay in getting back to you in regards to your data issue but I have now an update from the tech team.
  444.  
  445. They have advised me that there are no issues in your area for data.
  446.  
  447. I am sorry but they have advised me that there is nothing that they can do in this case as there are no issues.
  448.  
  449. If there is anything else I can help you with please let me know.
  450.  
  451. Kind regards
  452. Phil @ the giffgaff team
  453.  
  454.  
  455.  
  456. Callum Macrae
  457. 04/12/2011 11.56 AM
  458.  
  459. I have spoken to four people in the last couple days who are moving away from giffgaff / O2 because of this issue. I myself am now moving, and I imagine that many other people have moved (those four people were just out my friends). I hope that you can see that there is an issue and fix it before you lose many more customers.
  460.  
  461. Thanks,
  462. Callum
  463.  
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