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Currently there is an unacceptable policy of making the customer pay for insured returns on valuable items when senfing back for refund/replacement of items when DOA.  Prepaid label is pointless as does not provide tracking or insurance for items that can be worth £600 or more and leaves customer exposed to theft during transit.  In cases [only] of DOA items, the items return should be covered by Giffgaff WITH insurance and tracking, whether this by way of customer submitting a receipt for the upgraded returns costs or a global upgrade on the returns service + label offered in case of DOA items.  In event of a false return ( no fault found) then the customer's application for refund on postage upgrade can be declined or the customers card / airtime balance can be charged with the outstanding costs.


This has just happened to me with an IPhone 6  from GG and insured return ( who wouldn't!) has cost me £7 to send it back for a replacement.  GG has refused to refuns the cost of the return.  Ultimately Apple is responsible for this cost, secondarily perhaps Giffgaff but certainly not me as it is not vendors reponsibility to recover that cost from Apple.  as a matter of courtesy all internet vendors I have ever dealt with, who when presented with a receipt for the appropriately insured return of goods, in my experience has refunded this.


PayBack rollover no expiry

Status: New Idea
by bluemoonbaz ‎30-10-2014 19:38 - edited ‎30-10-2014 19:49

Good evening 

I think payback should be able to rollover more than once and I fact you should be able to choose to rollover at every payback  windows 

This could be for many reasons ..


You may only have a small amount or you may wish to wait until you have enough to purchase something 

But for whatever reason it should be a giffgaff members choice to either take payback or rollover to a payback windows of their choice after #werealltheboss


June 2015

Dec  2015


If you agree please support this idea by kudos 



Here's what happens now 


7.4. If you do not notify us how you want to use your Payback Points within the Selection Period, any Payback Points you have accumulated during the last Payback Period shall roll-over into the following Payback Period. Such roll-over only applies once and any Payback Points which have previously rolled over shall be removed from your Account.




Anonymous caller reject

Status: New Idea
by ashleejstokes on ‎28-10-2014 22:38
To be able to block calls from a caller who hides there id and a recorded message telling them to redial without hiding there Id as the person don't accept anonymous calls similar to what you get on landlines. I don't think I know of any mobile operator offering this service so let's get giffgaff to be the first. You should be able to turn this feature on through one of the following; short code from mobile, giffgaff online account or contacting agent. Even though people say you can download apps I still think this should be more of an operator service.

Gffgaff contact backup facility

Status: New Idea
by techiebloke on ‎31-10-2014 12:37

I note that the My Giffgaff app can read contacts and check to see if they are on Giffgaff or not.


Could we have a facility to back up our phonebooks to GG's servers in exchange for a yearly fee for those of us that don't want to use Google. Samsung or Apple's servers to do this as GG are a company we trust.





MyGiffgaff app notifications

Status: New Idea
by methusan on ‎29-10-2014 23:25

If you have installed the mygiffgaff application on your phone, then there should be a feature whereby a notification is displayed for reasons such as when an agent has replied to your query or a reminder that your goodybag has now expired. This will keep members more informed and connected rather than having to check themselves by opening the app.


borrow a pound

Status: New Idea
by michelle_allison on ‎29-10-2014 16:10
Just in case of an ermergancy I think that giffgaff should put in place "borrow a pound" where you can call 43430 to borrow the pound and then pay it back when you next top up. thanks :smileyhappy:

Create a support request format

Status: New Idea
by jershwar ‎30-10-2014 20:05 - edited ‎30-10-2014 20:10

Hi all,


I've been attempting to help users for a short while now at Giffgaff. Over this time, I've noticed that an issue those helping frequently experience is that we have to provide a generic or broad answer because users haven't provided detailed enough information.


In other places where I've provided support previously, this was solved by having a 'template' style system. In essence, my suggestion is that new threads in the Help section are restricted to being created via a template, as well as those that come from the 'Don't see a match? Post to the community' section on the community homepage. 


The template could be fairly loose and allow the writer fairly free-reign over their post creation, though provide some suggested format. Some ideas for fields that could be on the form (though obviously all would be optional apart from the main body of text):-

-Device Type (phone, tablet)

-Device Name (e.g. iPhone 5C)

-Issue category (Phone, signal, text messaging, data, goodybags, Giffgaff services, other) - obviously these would need slightly more thought put to them!

-Has an agent already been informed? (y/n)

-Description of issue(s) - required.


(And perhaps a tickbox on submission to confirm that the user has not included any confidential information - IMEI, phone number, full postal code, etc.)


This would have the advantage of helping to ensure that those helping people have a fuller range of information to help resolve people's issues. This means that issues can be resolved faster and there are fewer misunderstandings. 


Just a rough idea!


multiple accounts

Status: New Idea
by winiman3 on ‎30-10-2014 08:34

Hi all

I now have 4 sims which require 4 seperate log ins i would like to be able to access all 4 sims under one account log in - to be clear i am not looking to share 1 goodybag across multiple sims i want to have one log in which then lets me access all my sims and associated goodybags under one account and log in - im looking to add more sims in the future and its difficult to remember multiple usernames and passwords?

Why does Giff Gaff only sell expensive touch screen phones? have they ever considered that elderly people might want to join Giff Gaff? or someone who doesnt want a touch screen phone might like to buy one from Giff Gaff clamshell phones are still very popular and Samsung released one only last year sept 2013.

Giff Gaff could also sell a Doro phone which are designed for ease of use.

Is Giff Gaff pandering to a younger market?



images when contact an agent

Status: New Idea
by mike1ceman on ‎24-10-2014 12:21
So sometimes when you need to contact an agent it's difficult to explain exactly what's happening putting it into words etc. So I propose if we could attach a picture when contacting them this would make it easier for them to understand the problem a picture says a thousand words as they say

Be able to make custon goodybags

Status: New Idea
by tjonesii on ‎26-10-2014 13:55

I think that it would be a good idea for people to be able to make their own, personalised, goodybags in order to reduce the number of left over minutes, data etc at the end of the month. This could work using a "drag and drop" method where each of the different components that you add to your goodybag, increase the price by a different amount.

To begin with you could just be able to chose between each of the sections of the current goodybags and so create a goodybag that looks like this by selecting different components from the £10 and £12:


  • 200 UK minutes
  • Unlimited UK texts
  • 3 GB Internet
  • Free to giffgaff numbers

Being a heavy internet user myself I believe that it is only fair that mine an other people's usage does not affect the rest of the community. So to change this and to stop the banning of customers (which loses Giffgaff money), I think that Giffgaff should implement a rule where the Internet is slowed down for customers who have regularly used a large amount of data in peak hours in a small amount of time. I then think that normal allowance per second should resume out of peak hours. Firstly, this will benefit the community a great deal as customers will have less trouble with their connections. Secondly, we are not losing customers! The restrictions in my opinion, should only be for the day that the user uses a lot of data with he/she receiving a text/email with a warning of using too much data. If they do it again they get another warning and there internet slowed through peak hours. If they get a third strike, I believe they should have their internet slowed through peak hours for period of time e.g 3 months. Hopefully, they will then appreciate how hard Giffgaff are working to ensure everybody is getting their fair share of internet. However if the user comes back and carries on with their usage pattern, then Giffgaff should extend the right to sentence a longer/permanent restriction on the users unlimited internet Goodybag or cap the amount of internet the user can use per day.

To do this however, I believe every customer should be aware of when the peak hours are. So an email or two to ensure customers have seen the times before the rules have been changed ensures that we have followed the appropriate measures.

Another issue I have started to see since I learnt what tethering was is customers asking for it on their unlimited goodybags. Now as we do a 15 pound Goodybag with 5GB data which can be tethered, should we think about giving unlimited data users the opportunity to do this? But obviously cap it at around 7.5 GB? I'm sure this will satisfy the majority of users and for the ones that don't care about the rest of the community's usage then tough. As I always say, don't bite off the hand that feeds you.

I hope that these ideas will come in useful at Giffgaff and I look forward to hearing responses from the community. Thanks for reading.


Choose your session expiry

Status: New Idea
by islandstifle on ‎28-10-2014 14:01

Currently you have to log back in to the forum if you leave your session inactive for around an hour. This is quite inconvenient. There should be a setting allowing you to remain logged in on your device until you log off, or extending the one-hour expiry time to something longer. All the other forums and most websites I use have this facility.


Introduce Trio (3 in 1) Sims

Status: New Idea
by xollobru ‎12-10-2014 00:56 - edited ‎12-10-2014 01:08

I received a replacement sim from 3 in the post today as my new phone uses a different size to my old one and the new sim is what they call a Trio Sim in that it is a standard/micro/nano all in one!


No more need to perform a sim swap if and when someone changes mobiles and they take different sizes obviously assuming that they remember to keep the spare bits but they do clip back together for safe keeping.


Just a thought in that any extra costs in sourcing and supplying these new style sims will hopefully help reduce the need for and cost of sim swaps.


Kudos this idea if you think that giffgaff should look at supplying these sims, thank you!


Edited to add: Obviously this would also help if someone doesn't know which size sim to order or makes a mistake when ordering










Out of stock

Status: New Idea
by mustakali on ‎30-10-2014 21:58



I don't know if this has been suggested before - I haven't seen it


Basically after reading and answering a number of posts regarding when a certain product is going to come back in stock, I think giffgaff should have a function that allows a member to subscribe to a product basically, notify when the product is back in stock.


Some shops do this - they email you (if you choose to opt in it) when a product is back in stock. I think this would save a person having to keep check to see if its back in stock yet


What do you guys think?

Yesterday I found myself in the situation where I was close to using all my data allowance (£10 goodybag) before the month was up. I don't set my goodybags to recur, so I went about purchasing a new goodybag early through the mygiffgaff app.


The newly bought goodybag immediately showed as queued in the mygiffgaff app, but it wasn't due to kick in until November 6th. With the newly introduced option of goodybag repurchases I know it is possible to start queued goodybags early, so I searched around the app for a minute or two trying to find how to do this. After trying several diffrent things it appears it isn't possible, so I logged in to the giffgaff website through my mobile browser and opted to start it from there, which was simple enough, if a little frustrating.


I propose that the mygiffgaff app is tweaked slightly to allow the instant start of a queued goodybags dirctly from the My Account page. A simple button underneath a queued goodybag that becomes visible one a users call or data allowance has reached the required threshold would be ideal. Clicking this button would show a confirmation prompt that once clicked would activate the queued goodybag immediately, like the website does.


I have mocked up an example of how the button might appear and work below. The screenshot isn't 100% accurate as I don't have a queued goodybag currently, but you get the idea of how it could work. The button would actaully appear below a queued goodybag once the 5MB or 5 minutes threshold has been reached.



Grateful for kudos and feedback.




Stop data usage automatically

Status: New Idea
by methusan on ‎24-10-2014 21:01

So giffaff should implement an opt in service that automatically blocks data usage once your limit is up. This stops people receiving unexpected reductions in credit and some other providers have implemented this idea already. 


Make changing goodybags simple

Status: New Idea
by sorr535771 on ‎28-10-2014 22:53

I used to be on the £12 goodybag and when i got the offer to switch to £15 unlim data option i naturally went to the "Our offer" menu and "goodybags" .......I the proceeded to select the £15 goody bag and it would not allow me to go further.


After searching the community i found out that you had to go through the "payment details" section of my giffgaff......correct me if im wrong, but this doesn't make logical sense, you should be able to change your goodybag in the goodybag section.


The my payment details section should be for your card details only and to turn on/off auto top up ect.


This caused me to miss 1 renewal and i ended up with only 3gb of data this month, luckily i got a bit of free time to look in to how to change it before it renewed again.


Simplicity is key, you don't want to make updating your options a chore.


Opinions please?





Status: New Idea
by zoebeaven on ‎28-10-2014 11:56

Maybe add a gigabag with no expiry


Change the one in 6 months ratesetter purchase rule

Status: New Idea
by bluemoonbaz ‎27-10-2014 11:00 - edited ‎29-10-2014 00:18

Hi I have noticed a few members falling foul of this rule and this idea is inspired by @fred_flintstone .

Myth: Phones bought using a loan can be exchanged for a different model

Ratesetter will only accept one application per person for a giffgaff phone every 6 months. So, unlike the purchasing of a phone outright, sending it back will cancel the original loan which means a new phone can't be applied for another 6 months."

Taken from here



Although this is I believe set by ratesetter we can still put forward our objection to it 
I think this is unfair to our members

 if you buy a phone and return it for a non fault reason you cannot buy another ..

This should be wiped and  reset and you can still buy a phone 

You may wish to buy another phone as lots of us have more than one phone .
And so as long as you meet the criteria to purchase and second phone I think it should be allowed without any time preconditions

if you agree please support this idea by means of kudos
thanks for reading


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