Archive: Service Updates

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former giff-staffer
david_m
Posts: 915
Registered: ‎25-02-2011

Second 'ask an agent' Issue

[ Edited ]

Update:

 

Hi guys, we have hired a contractor who specialises in the system used by the agents - 

 

He has assessed the problems and thinks he knows the cause of the issues, 

 

We will keep you updated with any progress made, 

 

Thank you for your patience over the course of this issue, 

 

Kind regards,

Hazel. 

=======================================================================

Hi Guys

 

Taking on board members feedback it looks like we have a second issue that's unrelated to the first one.

 

To help us investigate the second issue could members who are experiencing this issue please post the process they were going through when they discovered that the 'ask and agent' link didn't work for them.

 

For example: port, activation, top up etc.

 

Cheers

 

David

 

Update on 05-08-2011 11:32

 

Hi Guys

 

We continue to work on this but in the mean time if anyone is experiencing this issue please contact one of the Educators asking them to raise a case on your behalf.

 

Cheers

 

David

 

Update on 17-08-2011 10:14

 

Hi Guys,

 

Thought I would post an update to keep you all informed as to where we are with this issue. The fact is there is no new news.

 

So far, we have identified that it is only impacting on a very small number of members and it appears this second issue was actually the first one but because it is so small it was not noticed until the larger one surfaced a few days later

 

We continue to work very hard on trying it identify the cause. 

 

In the mean time we apologise for the inconvenience this may be causing and ask those who are unable to use the ask an agent link to contact an Educator who on your behalf will raise a case with an agent.

 

Please note, the Educators are not normally part of the support process and should only be contacted for support on this one issue. For all other support related matters members are asked to contact an Agent for account related support and for non account related support to ask the community in the Help forum.

 

Thank you

 

David

 

Update (30/08/2011):  Hello everyone, this issue is still being dealt with and we hope for it to be resolved very soon, we would like to thank-you sincerely for your patience. In the mean-time, if your agent link is not working, contact an educator and we will do our best to help you

 

Cheers, Tobias

 

Update on 02-09-2011 11:42

 

Our teach team have discovered that if a member activates a SIM, but never goes to ask an agent, requests a port-in, that member cannot ask an agent until their password is reset by an agent.


However, if the member activates a SIM, then goes to ask an agent, requests a port-in, that member can then ask an agent and a password reset is not required.


A possible fix has been identified although it will take considerable time to fully test and apply. We therefore hope to be able to apply the fix mid October.

 

We thank you for your patience and understanding whilst we continue to work on this.

 

Cheers

 

David

 

Update - 12/09/2011 8:37

 

This is still with our tech team who are testing a global fix, we continue to pass on individual cases - but the number we are seeing has greatly reduced.

 

Update- 1/11/2011

 

The 'agent link' issue is still being worked, as the problem is being caused by many different functions on the site, and we want to fix all of these before giving the 'all clear' and it takes time for full investigations to take place, we will update our members as soon as we get any news 

For now, feel free to PM an educator if you are having problems with your agent link




 

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phenomenon
aandms
Posts: 17,270
Registered: ‎03-11-2010

Re: Second 'ask an agent' Issue

if you keep trying it eventually works, or did for me
Get a free Giffgaff SimOr for a giffgaff hybrid sim (for all phones inc iphone 4, 4S and ipad) , also with £5 free credit but sent 1st class, fill in this form
chubuking
Posts: 6,858
Topics: 322
Kudos: 831
Best Answers: 127
Registered: ‎10-02-2011

Re: Second 'ask an agent' Issue

Lol I swear giffgaff keeps having continuous little problems lately?

for a micro sim go to http://apps.giffgaff.com/microgaff/directrequest.php?r=chubuking


i always try to give to correct answer so please kudos and accept as solution when i do
phenomenon
aandms
Posts: 17,270
Registered: ‎03-11-2010

Re: Second 'ask an agent' Issue

@chub when i joined they had big problems, so it is an improvement :smileywink:
Get a free Giffgaff SimOr for a giffgaff hybrid sim (for all phones inc iphone 4, 4S and ipad) , also with £5 free credit but sent 1st class, fill in this form
Posts: 32,985
Registered: ‎02-02-2011

Re: Second 'ask an agent' Issue

Posted the link on fb and will attempt ( might manage due to Wilky on to one lesson ) the same for twitter
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jamesd2010
Posts: 7,301
Registered: ‎14-10-2010

Re: Second 'ask an agent' Issue


pinkcalculator wrote:
Posted the link on fb and will attempt ( might manage due to Wilky on to one lesson ) the same for twitter

Tweeted! :smileytongue:

Posts: 32,985
Registered: ‎02-02-2011

Re: Second 'ask an agent' Issue

Just as well I got there and forgot what to do lol .... Thanks James
Hopefully with three platforms all reporting back this will give the techs an idea of what has happened and it will be fixed :smileyhappy:
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newcomer
stevehowes
Posts: 1
Registered: ‎30-07-2011

Re: Second 'ask an agent' Issue

I was waitng for my old number to port over, which it shoulkd have done yesturday, having joined and requested this on Saturday. Having looked at my messages, one stating that 'it's easy to port your number'!!! I decided to ask an agent what was going on, but every time I click on the link a little white window flashes open and closed again, so quick I hardly see it.

 

pm'd Hazel22, but she had probably gone to bed by then, don't know how to find repliesif she has.

giffgaff Educator
hazel22
Posts: 15,387
Registered: ‎04-04-2011

Re: Second 'ask an agent' Issue

I've raised a case for you Steve. :smileyhappy:

           
phenomenon
aandms
Posts: 17,270
Registered: ‎03-11-2010

Re: Second 'ask an agent' Issue

@david i used http://bit.ly/giffgaffagent which took me to my giffgaff, clicked ask an agent their took me to my giffgaff, tried again and it worked.
Get a free Giffgaff SimOr for a giffgaff hybrid sim (for all phones inc iphone 4, 4S and ipad) , also with £5 free credit but sent 1st class, fill in this form