Looking for something?

giffgaff Labs - visit the new Ideas platform

New Message

My idea is to allow free giffgaff to giffgaff calls regardless of if you have topped up your phone with a credit card or if you have topped it up with pre existing credit or previous payback.

 

I currently purchase my goodybags from my existing credit which is from my payback. However i recently noticed that my free giffgaff to giffgaff has expired presumably because i havent topped up using my own money, even though i purchase a new goodybag with my credit every month . I beleive that this shouldnt happen and free giffgaff to giffgaff should be allowed regardless of what you top up your phone with..

 

This has put me off using the community and helpng others because my payback is almost irrelivant because the majority of my friends are on giffgaff and instead of receiving this potential unlimited contact with them in having to use up my goodybag allowences.

So after the recent problems with the website. It has I'm sure come to everyones attention that when the website isn't working we only have a thread to update us however the problem I had was also effecting my ability to get on the community to read the thread so I propose if a situation like this should arise again. That giffgaff also send the updates on issues out by text. This would keep us all in the loop on problems even if we are unable to access the community like I couldn't. There were also a lot of posts of people asking why they couldn't top up etc so if everyone was informed of issues by text this would also hopefully cut down on these texts. As well as people who just plain don't use the forums and were trying to top up if we all got a text of service issues as well as an updates they would be kept in the loop too.

So what do you think?

"You cannot have two active SIMs"

Status: We’re Looking Into It
by figment_uk ‎04-07-2014 13:37 - edited ‎09-05-2015 17:16

Considering that many people now have multiple devices and therefore need multiple SIM cards, I feel that the SIM activation pages are very unhelpful and need to be more user friendly and intuitive, thereby improving the member experience.

 

As it stands right now, a member with an existing SIM entering an activation code whilst logged/logging into their account is greeted by the SIM Replacement (SIM swap) page, with the very unhelpful statement:

 

"You cannot have two active SIMs. Activating a new SIM will deactivate your current SIM." 

 

The member then has the option of continuing with a SIM swap, or backing out of the process. This results in members doing SIM swaps when they really wanted to change their number or register a second SIM, or backing out and not knowing where to go from here. This does nothing for the overall member experience, and causes members to become confused or frustrated by the whole process, and possibly them spending ages searching the knowledgebase or asking in the community.

 

The idea

I feel that this process could be much improved with a little modification to the current process flow, so that when an existing member enters the activation code from a new SIM they are presented with a series of option buttons or links, each taking or guiding them towards the correct path

 

For example

 

 I want to: Action
Move my number to a new SIM  Starts SIM swap procedure
Activate a replacement SIM  Explanation before starting SIM activation
Activate an extra SIM for another phone/device  Instructions to activate SIM on a new account
Change my number whilst keeping the same account  Instructions to change number via agents
Have an additional SIM on the same number  Explain this is not possible and give alternatives

 

Benefits:

 

  • Better overall member experience
  • Reduction in erroneous SIM activations, therefore reduction in cancellation requests
  • Reduction in Help & Support and agent questions relating to SIM activations

 

If you would like to see this idea implemented, please support it by clicking the kudos.png  button at the top-left of the idea

Status: We’re Looking Into It
Simple Idea for great benefit, this is brilliantly laid out - thanks Figment and everyone who supported it. This idea has preliminary gone pass our Head of Member Experience and our Member Experience change champion. Next steps is to be scoped as a project and prioritised. Thanks again. Nice One.

Calls & texts from laptops & tablets: o2 Tu Go for giffgaff?

Status: Under Consideration
by jnm21 ‎10-08-2013 20:51 - edited ‎10-08-2013 21:47

Just came on here to search for & give Kudos to any suggestions for this - the only thread I found was back in March when the feature was unknown & wasn't picked up - currently only available to o2 pay monthly , but this feature would go down a storm with GG users.

 

I have been testing it today & have to say (in agreement with a very good Android app review) that it does seem to work better on higher end phones (could not call on my SG mini, but on the SG note it works perfectly).  This may be the thing that brought me back to GG after the data charging fiasco.

 

link to o2 page for those interested:

 

http://www.o2.co.uk/tugo/want-it

 

 

A couple of media links:

 

http://www.bbc.co.uk/news/technology-21623810

http://www.gizmodo.co.uk/2013/03/o2s-tu-go-app/

http://www.mobilemadesimple.co.uk/tugo-the-low-down-on-o2s-latest-app/

 

 

Vodafone users looking jealous!

 

http://forum.vodafone.co.uk/t5/Chill-lounge/Tu-Go/td-p/1367196

 

 

Please can you seriously consider this one?  This plus the improved £10 GB could make me consider trying GG again.

Status: Under Consideration

19th May 2015 - Good Afternoon folks, this idea is currently on the backburner. It's something we love the concept of, but with how saturated the market is with Whatsapp Calls, Skype, Viber and others, we can't see the argument for supporting the resources it would take to create and maintain this feature. We'd need a strong case that people would use giffgaff's feature over the popular apps like Skype, Facetime and Whatsapp. 

4G at no extra cost

Status: Implemented
by erikslom on ‎13-10-2013 13:04

Hello all,

 

As many of us are excited as 4G is finally rolling out in the uk. Has it not occured to you that it could cost extra, much like EE are charging loads more for the service.

 

Well as giffgaff is know as the 'affordable'  network I belive that it should be implemented free or at very very little extra cost.

 

The network 3 (THREE) are not charging user anymore so it would be just like connecting to 3g everyday. This is a massive selling point and my friend has moved to three due to this news, so to stop users from moving we shouls annoce that there would be no major price differance if any on the new 4G network.

 

Thanks, please support me with a kudo if you feel its a good idea (only if you want to, Im not asking you to, but feel free to do so)  

Status: Implemented

6th November 2014: This idea is being set as Implemented - From the 12th of November 2014 until 12th January 2015, existing members will be able to purchase a selection of 4G goodybags for the price of the corresponding 3G goodybag. We are unable to sustain this passed the 12th Jan, but due to the popular nature of this idea and knowing it's the 'giffgaffy' thing to do we've made it so we can offer this for a limited time. We want you to have the opportunity to experience 4G and decide if it’s right for you, so to help we are giving our existing members the opportunity to get 4G speeds at no extra cost. Hope you guys enjoy. 

I propose a much cheaper gigabag with substantially less data than the current ones or potentialy similarly priced gigabags that last for much longer. Possibly 3 or 6 months. The idea is for them to be a solution for independent machine to machine devices.

 

Some background...

There is this thing being talked about called the 'internet of things', it's proper name is machine to machine, or M2M for short and it's an IP based system for connecting things to the internet or networks. Currently and over the next year there'll be a lot of these things being made, soime by large companies and some by people in garages. This is a video from a current Kickstarter campaign from spark.io, some other companies such as GPS chipset manufacturer ublox have products out now too

http://www.u-blox.com/en/wireless-modules.html

 

 

Things like the Raspberry Pi and Arduino have really taken off in a big way and enabled many people to engage in home made electronics, both hardware and software. M2M is the next logical progression of that and is guaranteed to be a big deal but currently mobile data plan wise there's nothing for customers that don't have a dedicated financial team to organise enterprise contracts. The big three networks already have wholesale enterprise M2M solutions for large scale companies (and lots of info on M2M)

 

http://m2m.vodafone.com/

http://www.o2.co.uk/enterprise/services/m2m

http://wholesale.three.co.uk/

 

That is the background in a nutshell.

 

The proposal?

To be the first UK no contract MVNO to offer something for independent and small scale M2M makers and users. There is literally nothing like this currently on the UK market.

 

Why so little data?

Internet connected M2M devices don't use much data and nor do they necesarrily need a constant connection. They send bytes of data (tiny, tiny, tiny, tiny amounts), it'll just be something like a line of code or a geolocation, quite literally just a few bytes of data. There's no need for a gigabag with 500mb because approximately 499.9999.........mb would be left unused each month. A far smaller gigabag or one that lasts a helluva lot longer would tempt a lot of people...I say a lot but that's relative.

 

Is it right for giffgaff and why not use PAYG

PAYG is good but has odd pricing and isn't really for that. A product line that is geared specifically towards M"M and the internet of things is both enabling, simple to understand and sends a great brand message that giffgaff are a forward thinking company concerned with morte than mere mobile phones. It says 'this is the future and we want to get in on the ground floor'. (apologies if that sounds hyperbolic, I feel dirty having just written that).

 

I am by no means an expert in M2M, what the data needs are or what specifically would make an enticing plan but flexible data costs starting RIDICULOUSLY LOW and with as little maintenance as possible sounds good to me.

 

Disadvantages

Honestly? Not gonna be a big seller or make a whole lot of money but it won't lose money. The amount of people doing this on a scale that would need an cheap MVNO are are going to be extremely low buit are only going to grow.

 

Advantages

Getting in super early and offering something before there is even a demand for it. Brand wise it's a huge differentiator and opens up giffgaff to hardcore technical enthusiasts. And you can have a page on the website about the internet of things and how giffgaff are an MVNO with ambitions to facilitate that.

Long serving member discount

Status: New Idea
by jdonnelly15 on ‎20-01-2015 14:34

I think that people who are with giffgaff for extended periods, (e.g, 3+years) should start to see some discounts. For example, for each year you are with gg you will recieve 1% discount. I just think because you see people leaving in forums and it seems only the people that are helping are getting payback, when in fact some people are not technically gifted therefore have not got the capaabilities to help on the community, even though they value gg as much as the VIP's?

Bring back "Settings" to 2020 with caveats

Status: New Idea
by 1hale ‎14-04-2015 10:53 - edited ‎14-04-2015 11:12

Wassup 😜 When giffgaff first started they fell in line with O2 and automatically sent you the giffgaff data settings for free via over the air text message.

You could also text the word "settings" without quotes (") for free to 2020 which would send you the settings also.

Then within the last year that service was dropped and removed stating that most manufacturers were adding the giffgaff settings into their devices from new.

So now texting settings to 2020 returns:

We're really sorry but you need to change your settings manually. To find out how go to www.giff.ly/gg_started . Charges may apply if you visit via your mobile.

Well recently I managed to acquire some older GPRS enabled phones that used WAP (they had settings for both GPRS and Dial-up).

Tried to set up data on them without success as the data settings menus are complicated and hard to understand.

Then I inserted an old O2 sim card to the phones and O2 automatically sent me the data settings that worked.

I could also still text "settings" to 2020 without problems and received the settings.

However when trying 😣 to edit these settings it was still hard to do and didn't work.

So giffgaff should bring back the:

Text "settings" to 2020 service albeit for pre "smart" phone phones that connect via GPRS instead of 3/4G

This way giffgaff can attract more customers using older phones.

Examples of phones that use GPRS:

Nokia 3510i
Sony Ericsson Walkman Range (W200, W300, W950)
Motorola V100
Motorola Razor V3
Samsung U600
Alcatel OT-708

Multiple accounts on the same credit card

Status: New Idea
by sshaw on ‎26-03-2015 07:48

I have all four family members on the same credit card with a recurring goody bag.  My credit card number expiry date has changed.  There is no facility to just update this part and the security number so you have to delete the card number and start again.  However, giffgaff only allows you to put the same credit card into 2 accounts per 24 hours.  Can you please update this to allow it to 4 accounts and also add a facility to just update the expiry date?

I don't know about you but if I pay for a full months usage, I expect to get a full months usage. However, when you queue a goodybag this doesn't happen.

Goodybags are supposed to last from the day of purchase to midnight on the day of expiry. However, if you queue a goodybag, the queued bag can start any time between 10pm and midnight on the day of expiry, meaning you can lose up to 2hours of goodybag allowance, from both the expiring bag and the queued bag.

For example, if I have 30 minutes left in my current bag and make a call at 21.45 that lasts for 25 minutes, I would expect to have all 25 minutes to come from my current bag. Unfortunately, if my queued bag starts at 22.00 I will use 10 minutes from the new bag. This means I'm now effectively 10minutes down on my new bag.

My idea is simply to have queued goodybags start at midnight so you don't accidentally eat into next months allowances
Status: We’re Looking Into It

23rd Jan 2015: This idea has been set to 'We're looking into it'

 

We realise that this is a problem and it's been in our development backlog for a while, but it will take a lot of work between us and a lot of our suppliers to make happen, so we've been waiting for all the development schedules to align. The good news though is that this only affects a very small proportion of our member base. In the mean time, if you're affected by this then you should contact an agent.

 

Thanks for supporting this idea, we appreciate it.

 

Ciao y'all

Dedicated giffgaff 4G news page

Status: Implemented
by xpz393 on ‎21-08-2013 11:17

The idea:

A dedicated giffgaff 4G ‘news and updates’ page, perhaps www.giffgaff.com/4g similar to www.tescomobile.com/4g and the other networks who have had, for several months, a page dedicated to the benefits of 4G and details of a likely timeframe. A way of registering for e-mail updates would also be fantastic.

 

Why:

There is huge interest in 4G from quite a significant number of users, myself included, who would like reliable updates on the giffgaff 4G situation, yet there is no recent official communication regarding 4G from giffgaff. Searching the giffgaff website for this information yields a lot of member opinion/speculation. A wider Google-search just yields an article from November 2012 featuring Gregg Baker’s (of giffgaff) comments, but this is very out of date, and again contains no specifics.

 

This leaves those of us wanting 4G ASAP in a state of limbo. Should we continue to wait for official communication on likely timeframes, or should we defect to one of the mainstream networks? An official giffgaff 4G news/updates page would at least give some certainty to the situation.

Status: Implemented
http://giffgaff.com/4g - thanks for the suggestion and congrats on being our 500th implemented idea. We will keep working on this page to add further functionality during the lead up to 4G next year.

Minimum £5 top up

Status: New Idea
by commotion on ‎21-09-2014 11:04
I think a £5 minimum top up would be perfect for those who need a small airtime credit top up.<br><br>Those on recurring goodybags don't usually need large airtime credits sitting on their account balance.<br><br>Also members only need a small top up to purchase a new goodybag, I think a ten pounds minimum top up is too high.<br><br>I don't think it would be expensive to implement or administer.<br><br>It would also encourage more small top ups. It would also appeal to many users.

Hi, so many posts about this, not sure whether to add to one or make a new one? :smileyfrustrated: (ive now done both Smiley Tongue)

 

I put together a quick wix.com website to show what i think could be a possibility in terms of price and flexability. 

 

What prices do other people think would work mutually for us and for the network.

 

http://giffstuff.wix.com/custom

 

Check it out, I personally would like to see slightly lower prices but dont want people to say. Can't be done! No potential profit. etc etc. I have aimed to get it around the price of things now with maybe a more scientific calulation worked out with a slider implemented by the giffgaff boffins :manwink:

 

This could maybe be tested by a group of people to see how it unfolds. To go along side other offers and goodybags and for credit to kick as usual if you happen to run out of any allowances. 

 

A little known fact is that if you don't access your giffgaff voicemail for 60 days any customisation is lost (no pin, no personalised greeting etc) and you're not informed it has happened Smiley Sad

 

If having gone to the trouble of setting these, to find if you did need to urgently check voicemail from another phone if would be very annoying to find you can't!

 

This is idea is very simple - once a PIN and/or a personalised greeting has been set - just leave it there without any time limits for it to be removed Smiley Wink 

 

voicemail

Status: We’re Looking Into It

[10th Feb 2015]: This idea has been set to 'We're Looking Into It'. 

 

Evening everyone,

 

This is an idea that we'd like to be able to implement, so we'll have a hard look at it. We can't commit to anything quite yet as we don't know what the technical restraints might be, so we'll keep you all abreast of any new info that comes up.

 

Fingers crossed we can give this one an Implemented status in the future.

Help & Support Breakout / 1-1 Chat Room

Status: New Idea
by talisker35 ‎24-03-2015 01:50 - edited ‎24-03-2015 09:45

Previous dicussion of this idea took place here:

http://community.giffgaff.com/t5/Contribute/Idea-Breakout-Room/td-p/15968081

 

What section would this idea affect?

 

  • Only the Help & Support Forum

 

What is the idea?

 

  • To implement a 1-1 “breakout chat room” on the help & support forum, where a member can select an approved 1-1 member (that is online & has replied to the thread) that they feel comfortable with to talk them through their issue.

 

Who would this benefit?

 

  • This will benefit any member that hasn’t used a forum before or any member that prefers a 1-1 rather than feeling overwhelmed by 10-20 messages all posting different suggestions or ideas (I understand how the forum works etc. and realise that sometimes members can forget something that another member will remember that’s why if you look at the diagram below I’ve allowed for this)

 

How would it work?

 

  • I’ve made a basic diagram of how this might work shown below:

 Option 1.jpg

 

 

What would we achieve?

 

  • Increased Member Satisfaction
  • Clear, quality and accurate responses from experienced members (all whom have their own expertise)
  • Resolution of older posts – Reducing educator time.
  • The feeling of an escalation process for members for no account issues
  • An additional service tailored to members who don’t like a fast flowing thread / forum, who require additional support or talked through an issue without distractions.

 

Proposed Criteria for 1-1 Helpers

 

  • Minimum of 1 year answering posts within the forums.
  • Minimum of 3% (average of post to BA is approx. 5-6% so 3% is a good starting point) of help & support forum posts as best answers. (Sometimes members maybe post 10-20 posts to walk a member through an issue so post count could be high whilst still not receiving a best answer).
  • At least have achieved and passed silver level AH / KB editor.
  • Have a friendly, clear & quality approach to answering posts (assessed by the giffgaff team- similar to the old gold mystery shopping stage)

This will exclude a lot of members initially however it would be achievable for all whilst still keeping within the giffgaff ethos (http://community.giffgaff.com/t5/Contribute/Idea-Breakout-Room/m-p/16005121/highlight/true#M368302 )The criteria is only a ball park (suggestion) and is flexible.

 

Please visit the posting here: http://community.giffgaff.com/t5/Contribute/Idea-Breakout-Room/td-p/15968081 for the full background of this idea.

 

****Please also consider the similar idea that was discussed in the contribute thread above****

 

If you like the idea please show your support by Kudoing this idea.

 

While perusing giffgaff's phone purchase pages today, I noticed that there is the potential for the prices being quoted misleading some people.

 

On the page that lists all phones (http://giffgaff.com/phones), and on the overview page for certain brands of phone (for example, the one for Apple's various iPhones), the prices quoted are the ones for the phones with the smallest data capacity. It's not until you click through to the details about the phone itself that you see that larger-capacity phones cost more.

 

For example the Apple iPhone 5s is currently quoted on the overview pages (linked to above) as being "£525" (this is likely to change depending on when you read this idea), but this only applies to the 16GB version. Only this page makes it clear that the 32GB version costs £606 (subject to change) and the 64GB version costs £681 (subject to change).

 

So I think where phones are being sold that have different varieties within them where price is affected, the overview pages should display a price preceded by the word "from" (i.e. "from £525" in my example above), so that they cannot be seen as potentially misleading.

 


 

EDIT (05/07/2014): A possible alternative to the use of the word "from" that would be even more transparent would be to display the range of prices the phone will cost, depending on which is chosen, so to continue with the same example, this might be: "£525 to £681". (Credit to @johncashman for this suggestion.)

Status: We’re Looking Into It
Fundamentally we like this idea and think it's sensible. We're looking into this idea and enquiring with the different stakeholders about what the best way to do this is.

Update information on the *100*7# short code

Status: New Idea
by scrappydez ‎28-01-2015 21:17 - edited ‎30-01-2015 21:13

Currently while dialling *100*7# from your phone this message is displayed.

 

IMG_5238.PNG

The picture above is from my iPhone  

 

I would like the *100*7# short code message updated to show more relevant information.

 

As the short code is a request to the network would it not be possible to show the following within one message?

 

  • The current active goodybag with remaining minutes.
  • The current text allowance and/or remaining texts.
  • The current data allowance and/or remaining data.

 

For example I get the 'Offer' £15 3G goodybag which I propose is re-worded to

  • 'You've got 493 minutes left in the 'Offer' £15 3G goodybag, you have unlimited data and texts until 26/02/15, lovely jubbly'

The above message has a character count of approximately 117

 

If you dial *100*1# which is the expiry of free giffgaff to giffgaff calls short code then this message returns a character count of approx 152.

The USSD menu character limit is approximately 182.

I'd even be willing to see the 'lovely jubbly' comment removed to accommodate another 13 spaces.

 

Currently there is a short code for the remaining text balance on giffgaff which is *100*5#

With this in mind I would like to see a revised message of

  • 'You've got 493 minutes left in the 'Offer' £15 3G goodybag until 26/02/15, lovely jubbly'

 

If the short code can't be edited in such a way, would it not be possible to create a new short code?

I'm also aware that it may not be viable to create a new short code for the remaining data balance.

This idea from October 2012 suggests that the creation of a new short code is very possible and it's status has been changed to Under Consideration.

 

If you like the idea or have suggestion on improvement then leave a message and I'll happily update my idea to reflect yours.

Just a suggestion, I think that you should be able to customise goodybags or alter the current ones to suit your needs... For example, I make the most of my unlimited texts so therefore I would keep them... But minutes, I use about 20 if not less, minutes out of a whopping 500 minutes, so I think I should be able to reduce the amount of minutes I get & increase the amount of data I get...
Hope this makes sense...

Open up the educator position

Status: New Idea
by mighty_cast on ‎12-05-2015 19:24
How about opening up the educator position so that members can apply for it, and do maybe 2 hours each day and receive 50% more payback or something.....

Balance Notice on website and App

Status: New Idea
by i_am_sy ‎02-08-2014 23:46 - edited ‎02-08-2014 23:48
Hi, I have noticed a lot of people coming to the community with a problem with their balance, and/data usage, this is normally when the website or app says they have less credit than they do, a lot of these people are not very happy as they believe there credit has disapeared.

I would like to add a note to balance amount shown, for example:

"If you believe this amount is not correct, then please dial *100# for confirmation"

I believe this would reduce the amount of customers that are confused as to why the credit has as far as they know gone.

Thanks