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apprentice giffgaffer
dhruva551
Posts: 17
Registered: 09-February-2010
0

Video Calling to other GiffGaff numbers Costing

Hello,

 

Recently i have been reciving and making video calls to my cousin who is also on giff gaff, it states on the website that it is free to call, video call, text and call forwarding to other giff gaff numbers. So i called my cousin and we talked for less than 60 mins definatly and we were on the phone a few times yesturday, and we thought the video call was free so we did not bother checking our balance. so today morning i video called my cousin again a few times untill around 5.00pm i got a notification that my balance is low and i need top up, and that notification was from "Tesco Mobile" i am aware that Tesco Mobile are using 02s network, but i do not understand why it came up on my phone. Also my balance was £0.01 which was quite shocking as i had not contacted anyone else just my cousin, and that was a free video call, i then asked my cousin to check his balance and he said his balance was £0.24. i had around £10 and he had about £8. I think giffgaff is making a misstake in this and we would like you to investigate this problem and hopfully give us a refund.

 

Thanks,

 

Dhruva55

giffgaffer advisor
ukrides
Posts: 58
Registered: 11-January-2010
0

Re: Video Calling to other GiffGaff numbers Costing

[ Edited ]

Instead of posting here use the account support form here.

 

That will get you some proper support and maybe a refund. As this sounds like a network problem but ensure that your network selected on the phone is giffgaff as the phone main one its usually settings-connectivity-network but I presume you've done that so go to the link above.

 

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giffgaffer guide
daveysludge
Posts: 418
Registered: 14-January-2010
0

Re: Video Calling to other GiffGaff numbers Costing

From what I gather it's only voice and texts that are free between GG members. MMS and video calls are charged whether its between GG or not :smileysad:

giffgaffer guide
simon69c
Posts: 545
Registered: 26-November-2009
0

Re: Video Calling to other GiffGaff numbers Costing

 


daveysludge wrote:

From what I gather it's only voice and texts that are free between GG members. MMS and video calls are charged whether its between GG or not :smileysad:


 

 

Well the giffgaff pricing page is pretty unambiguous about video calls: "To giffgaff mobiles, texts, call forwarding and video calls ... £0.00"

 

If these are being charged then this should be raised through Ask an agent as was suggested (and been done by the look of the other thread).  It's good that it was mentioned here too though as others can make sure they look out for these being charged too - might help giffgaff get it sorted out if they can see where the problem is.  Although giffgaff-giffgaff MMS isn't mentioned I would be surprised if that was chargeable when everything else isn't - hopefully we can get that clarified.

giffgaffer professor
andy0
Posts: 1,397
Registered: 18-October-2009
0

Re: Video Calling to other GiffGaff numbers Costing


simon69c wrote:

 

 Although giffgaff-giffgaff MMS isn't mentioned I would be surprised if that was chargeable when everything else isn't - hopefully we can get that clarified.

 

MMS to giffgaff users are chargeable

 

At the beginning - for only a few hours - they were shown as free, but this was updated not long afterwards

 

http://community.giffgaff.com/t5/Notice-board/Important-mistake-in-MMS-picture-messaging-pricing/m-p...

 

giffgaffer guide
daveysludge
Posts: 418
Registered: 14-January-2010
0

Re: Video Calling to other GiffGaff numbers Costing

call forwarding...  £0.00

 

Does that mean I can divert my GG number to a landline number and call it free of charge?

giffgaffer guide
simon69c
Posts: 545
Registered: 26-November-2009
0

Re: Video Calling to other GiffGaff numbers Costing

No it means if you divert your giffgaff number to another giffgaff number then there will be no charge to your account when calls come to your number and get diverted.  If you divert your giffgaff number to a landline then your account will be charged 8p per minute for any call that is diverted.

apprentice giffgaffer
dhruva551
Posts: 17
Registered: 09-February-2010
0

Re: Video Calling to other GiffGaff numbers Costing

hey guys,

 

as i have been charged i have £0.01 and now i cant video call to other giffgaffers so this means video call is definatly charging..

 

giffgaffer counsellor
danielclo1il
Posts: 1,169
Registered: 15-January-2010
0

Re: Video Calling to other GiffGaff numbers Costing

could someone flag this up with a MSA by using the Ask An Agent tool, i havent got this problem myself?

Thanks
Dan

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Community Manager
vincent
Posts: 1,119
Registered: 04-January-2010
0

Re: Video Calling to other GiffGaff numbers Costing

Hi dhruva551,

 

I have escalated this and we are now looking into it. I'll keep you updated!

 

Many thanks,

 

Vincent

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