MoneySavingExpert.com homepage
Cutting your costs, fighting your corner
Founder, Martin Lewis · Editor-in-Chief, Marcus Herbert
Search bar closed.
MSE News

Giffgaff shuts users out after mobile gaffe

80609815
Guy Anker
Guy Anker
Deputy Editor & Head of Operations
30 November 2012

Mobile firm Giffgaff has admitted a glitch meant thousands of customers either couldn't use their phones or didn't have top-ups activated over the past few days.

The provider, which runs its service on the O2 network, admits half of customers who either tried to activate, top up or buy 'goodybags' (packages of minutes, texts and data) from late evening on Wednesday until late evening on Thursday have had these delayed due to an "error".

Some users were unable to use their phone at all due to the gaffe. Where they bought a new Sim card, it wasn't activated due to the fault.

Giffgaff hasn't disclosed how many customers are affected but admitted at 4pm today that it was still to process 1,500 orders. These are in a queue and are being retried this afternoon.

It says all accounts will be updated by the end of today.

Ale_Fusco said on Twitter this afternoon: "Had to try three times before a successful top-up yesterday with Giffgaff. Today, received calls were dropped a few times."

Sam, from London, said she was unable to use her phone at all yesterday because her new Sim was not activated.

A Giffgaff spokeswoman says: "Members' top-ups and goodybags were stuck and queued due to the temporary connection error on the network. They are now being re-processed onto member accounts."

MSE Forum

Giffgaff gaffe

Forum image
MSE Email icon 11 February 2025

For all the latest deals, guides and loopholes simply sign up today - it’s spam free!

Compare+ Home Insurance tool
Beat 19% price hikes
Stop overpaying on energy
Avoid 6% April rise
Cheap medical insurance
Our five must-knows
30+ AI tools
Save time & hassle
Beat Microsoft price hike
Costs to rise by up to £30
Top 5% savings
After the base rate cut
When will mortgages fall?
See lender-by-lender
Tools and calculators

Clever ways to calculate your finances

Find your odds of getting top cards
Find your odds for getting a cheap loan
Compare broadband, phone & TV deals
Compares thousands of mortgages
Eight calcs to help you work out the cost
We ensure you’re on the cheapest tariff