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deanljbirch

Service to 43430

Status: New Idea
by deanljbirch on ‎16-10-2014 20:05
Earlier today I was browsing YouTube on my mobile when it started playing up. Like a cat without a fiddle I was tune-less.

So I thought I'll pop on to giffgaff to check the service in my area and after 5 long minutes I realised that it wouldn't possibly work due to the fact of why I was actually checking the service.

So it got me thinking that giffgaff should set-up a service to check the service around you via text by texting the word SERVICE followed by the first part of your post code to 43430 (possibly an additional number to text from a non-giffgaff number).

Comments and Contributions below...
mike1ceman

"other" option when asking an agent

Status: New Idea
by mike1ceman on ‎14-10-2014 22:17
So I just had to ask an agent for the first time and when I was filling in the form and it asked me what my query was regarding I noticed there was no option for "other" so my proposal and sorry if it's already been suggested is that we have an option for other or anything else. Something like that, it would mean that if your question isn't covered by one of the topics you don't have to select the wrong category which makes it less confusing for members trying to find the nearest category especially if none are really close and also easier for agents who may receive a message with one category only to find something totally different talked about in the main message
samuelsparrow

GiffGaff vs Lyca

Status: New Idea
by samuelsparrow on ‎20-10-2014 12:45
GiffGaff, can you consider reinstating the £15 ‘unlimited internet’ goodybag for NEW customers.

Lyca are currently offering:

Unlimited 4g internet
Unlimited Texts
500 Mins

All for £15

I know they’ll be people who say Lyca have terrible customer service, reception, it’s not unlimited, they don’t offer payback etc. etc.

However, I just don’t believe GiffGaff represents the best deal for new customers anymore.

Yes, we get payback – however, to new customers or people not willing to use the forums it’s not a real incentive – they’ll go with price first and foremost.

On top of this is the fact that Lyca offer ‘unlimited’ 4g...GiffGaffs 4g planned usage limits are pitiful in comparison.

I remember when GiffGaff offered unlimited internet on a £10 goodybag! When all this was fields...

Come on GiffGaff...it’s hard for us to sell you to friends and family when they can see better deals elsewhere...
1hale

Purchase bags (goody/giga) and credit via 43430

Status: New Idea
by 1hale ‎27-09-2014 18:27 - edited ‎27-09-2014 18:58

I know this idea been posted before HOWEVER this idea spelled out how to make it work.

You dial 43430

You press:

1 - For credit
2 - For goodybag
3 - For gigabag

Then you press:

1 - To pay by airtime credit (or redeem a voucher if just buying credit)

2 - To pay by a credit/debit card (only if you previously purchased the bag online)

Then you get asked to press:

1 - For "Yes I have a Blackberry"
2 - For "No I do not have a blackberry"

Then you press (option depends on which bag you are buying²):

1 - For "£5 Hokey Cokey"/"£5 gigabag"
2 - For "£7.50 goodybag"/"£7.50 gigabag"
3 - For "£10 goodybag"
4 - For "£12 goodybag"
5 - For "£15 goodybag"
6 - For "£18 goodybag"

Then if you are paying by card you are then asked to enter the 3 digit security code of the stored credit/debit card.

Bingo you then receive a text message confirming purchase of said bag.

² = If answered yes to owning a Blackberry then bags would be correct price for goodybag + BB add on.

figment_uk

"You cannot have two active SIMs"

Status: We’re Looking Into It
by figment_uk ‎04-07-2014 13:37 - edited ‎05-07-2014 20:40

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 Untitled-1.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.
simonefaye78

queued goodybags to start at midnight

Status: New Idea
by simonefaye78 on ‎26-08-2014 23:46
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
lawarcbur79

free voicemail with or without credit

Status: New Idea
by lawarcbur79 on ‎31-07-2014 11:14

i think we should receive our voicemails free with or without credit as long as you have topped up in the last 3 months, there is nothing more frustrating than missing a call and you have used up all your mins, i think this could give giffgaff another edge again in the market.

Orange / EE introduced a device that allows orange mobiles to receive full signal through household broadband, this device is valued at £120, but aparently if you have a contract you can receive one for FREE! - This device actually works and it only enhances orange / EE mobiles.

 

The first question is NO company would give away something that would give a retail price of £120 unless the profit margin is majorly high! does anyone agree?

 

My idea is GIffGaff source the same technology which is NOT linked to a certain network and provide it to both GiffGaff users and others at different rates e.g.

 

          GiffGaff users logged into their accounts with an active sim of at least 3 months purchasing a device will be             shown a lower price and ALL other account users or guest log in's will show a increased price, this will                     further encourage new users to join GiffGaff.

 

(Those who say NO to the 3 month of an active sim should understand that many people will simply order a sim activate it in order to get a lower price adaptor for their O2, 3, Orange, Vodaphone etc  for their mobile contact  or PAYG phone)

 

orange-uma-signal-booster.jpg

 

faris_hussain

MORE DATA

Status: New Idea
by faris_hussain on ‎09-10-2014 21:15

Ok, we all know that Giffgaff and most of it's features and offers are to an extent 'unique' to this brand. Well, then as providers, and seeing as we have an influence, lets customise the 'net work run by US'. 

 

In terms of Goodybags, I think we'll all agree we need MORE data, so my idea is

 

£5 for 50 minutes, 200 texts, 500mb data

£7 for 100 minutes, 500 texts, 1GB data

£10 for 200 minutes, Unlimited texts, 3GB data

£12 for 500 minutes, Unlimited texts, 5GB Data

£15 for unlimited minutes, texts AND Data.

 

PLUS we should ask for cashback OR roll on for unused data, minutes and texts, so that if we dont use up all that we paid for that month, we can use it next month.

GIFFGAFF - THIS WOULD BE A GREAT INCENTIVE TO NEW CUSTOMERS! Plus keep us who are already here.

 

Also, I have improvements for the DATA ONLY options -

£5 for 5GB, £10 for 10GB, £15 for Unlimited Data. Again I think this would be great, especially for those who tether, or are unable to access wifi regularly.

 

Perhaps Giffgaff could introduce Minute only plans, for those who prioritise minutes over data and texts. Or maybe, they could create a Customisable package, where we would use sliders to select how many minutes, texts and data we need.  

 

Come on guys, lets get these ideas noticed! Thanks for reading, Happy giffgaffing! :smileyvery-happy:

navvy

Bank transaction details to include username

Status: New Idea
by navvy on ‎10-09-2014 00:35
Having just seen someone complaining that giffgaff has taken several payments from their bank account, but an agent finding no record of those transactions on that user's giffgaff account, it would help if the transaction on the bank statement contained the giffgaff username. Much easier if you have several SIMs, or are managing accounts for several family members.
mizanmiah89

minimum top up should be £5

Status: Not For Us
by mizanmiah89 on ‎01-07-2014 23:19
I agree this part to activate the sim you should top up £10
But then after we should be able to purchase £5 airtime rather than £10 minimum
So I think giffgaff should offer £5 minimum top up.
Might not be the great idea but I think this is important to people
Status: Not For Us

6th August 2014 - please Kudos this Idea asking for £5 top ups for updates on the Ideas progress - it's easier if we keep all updates in one place but thank you for bringing this up again, it's great to relook at it 4 years on. 

g1llmatthews

more than 1 sim for an account

Status: New Idea
by g1llmatthews on ‎25-09-2014 23:54

So far I have 2 devices which have SIM cards in them and looking forward it seems like I may end up with more. It is a real pain to have to have multiple usernames to have multiple sims. you end up having to try to come up with several unique user names and remember which username goes with which device, all of which is annoying

rixopod

giffgaff to giffgaff Usage Statement

Status: Working On It
by rixopod on ‎29-05-2014 16:35

Hello there!

 

Quite a simple idea this one (Possibly..), when we get our usage statements each month it contains our 'Extra Savings' and our 'Top called/texted numbers' (As shown at the top of the image below) but it doesn't actually tell you how many times you have called/texted giffgaff numbers or who your top contacts on giffgaff were.

 

So my idea is to add another section to the usage statement called something like 'Top called/texted giffgaff numbers' and have the same information that was provided about non-giffgaff numbers, but for giffgaff numbers.

 

I have created what it may look like below (Do I get extra points for that?) but my usage statement is broken anyway so it didn't even show me my normal called/texted numbers..

 

 

 

 

You could also have something alongside texting 'PLAN' to 43430 (Which texts you your reccomended plan alongside your last 30 days usage) where you text 'GGINFO' (Or something..) to the same number but it gives you information about giffgaff numbers that have been texted/called.

 

All comments/ideas appreciated :smileyhappy:

Thanks to @bethanaaay for the help! :smileyhappy:

Status: Working On It
31st July: To implement this idea we need to build this information into the system that pulls the information for our emails and communications. This is currently being put in place for the Usage Dashboard and should be able to make the move over into your emails after that.
1hale

Offline SIM activation

Status: New Idea
by 1hale on ‎27-09-2014 18:07
How about activation via 43430?

Say I order a SIM or use one of my MGM SIM cards.

I buy a voucher for £10 or more.

I then dial 43430 from that inactive SIM and top up/credit it to my SIM.

Then using the details of the SIM you would send us out a text with our phone number and a link to finalize the activation.

The finalize would be to:

Provide the sim code,
Username and address.

Although the SIM would still work without that.

HOWEVER to make it advantageous for us to finalize online the £5 bonus credit would only be applied if we DO finalize online

Currently 2 days before your goodybag expires you get the following text message:

 

"Hi, your goodybag is about to expire on 18/07/2014. Go to giffgaff.com to set your goodybag to recure before 10pm on your expiry day, Cheers"

 

This message is quite usefull however I feel that you should recive another text once your goodybag has expired, if no new goodybag has been activated saying:

 

"Hi, your goodybag has just expired. Head over to giffgaff.com now to purchase another goodybag, Cheers"

 

I feel this would be usefull for the giffgaff customer that doesnt have reacuring goodybags setup and is abit forgetfull!

 

I know I am that type of customer!

 

Kudos if this would be usefull for you! :smileyhappy: :smileyhappy: :smileyhappy:

 

Update: As suggested by @navvy giffgaff could incorportate the prices for texts, calls and data in the text much like when you are going abroad. An example text would be:

"Hi, your goodybag has just expired. Until you get a new goodybag you will be charged 10p per minute for calls, 6p per text and Mobile Internet is charged at no more than 20p a day (up to 20MB), Cheers"

Hey.

 

Today alot of people have been having issues activating sim cards. Giffgaff are fully aware of this issue as it has been posted in the unreported service thread many times.

 

My idea is to have a little box at the top of the activation page warning users that other users are currently having issues activating at the moment.

 

By doing this it would achive:

 

  1. Members not feeling anoyed by thinking they are doing something wrong
  2. Stop repeted posts rop being posted in the "Help and support catogary of the website"

My idea is for the message box to look like this:

 

error.png

 

KUDOS if you support this idea and want new members to understand it's not there fault that activation isnt working.

 

deffers90

Roaming Text Change

Status: New Idea
by deffers90 ‎26-07-2014 15:27 - edited ‎26-07-2014 15:31

Hello

 

Having recently seen a couple of threads in the help section where people have been caught put when they've arrived abroad, not realising that their goodybag only covers them in the UK.<b

 

Currently the text you receive when roaming reads as follows:

 

"Hi, calls to UK/EU cost 18ppm to make and 4ppm to receive. Send a text for 5p. Data is 19p/MB. Prices include VAT. More info giffgaff.com. In emergencies call 112

 

 

"To avoid instances mentioned above I suggest adding an extra line along the lines of "Don't forget, goodybags are for UK use only, so make sure you've got plenty of airtime credit"

 

This would, hopefully, then reduce confusion and thus threads in the help section from people wondering why they cannot call and/or text when abroad even though their goodybag is live.

 

Comments and suggestions are welcome. If you support this idea please click on the kudos button

joeblackwell

MyGiffGaff app widget

Status: We’re Looking Into It
by joeblackwell ‎23-06-2014 22:20 - edited ‎23-06-2014 22:21

I'd like to see a widget added to the existing Android MyGiffGaff app that could be pinned to the home screen of my smartphone and would give me a quick at a glance view of my usage, without having to open the app specifically.

 

Ideally it would be resizeable, or have several size settings so it could be as small as one grid on my homescreen, or a little bigger if I have a little more real estate available. I've mocked up an example using graphics from the existing app as to how this could look.

 

I know that Apple is introducing widget functionality in it's upcoming iOS8, so perhaps this could be incorporated in to the iOS app ready for the new release also.

 

Widget app

 

 

Status: We’re Looking Into It

5th August - Please see full update from our Head of Ecommerce here.

1hale

PayPal Payback Payout Selection

Status: New Idea
by 1hale on ‎25-06-2014 22:29
How about giffgaff making it easier for us PayPal payback choosers by making it a one off selection.

To do this you go to the payback widget, choose the PayPal option, enter your PayPal email address, then finally click the "remember this email" option.

Then once every 6 months giffgaff email/text you saying:

Hi (giffgaff username),

You have chosen PayPal as your preferred payback method. We have the following email address on record (email address).

If this address is still valid then you can ignore this email. If not please go to (payback widget address) to update it.

Many thanks,

giffgaff.

HOWEVER if you earn less than £10 giffgaff contact you to choose either credit or charity.
wjack2010

Use Credit to Purchase Phones

Status: Not For Us
by wjack2010 ‎25-05-2014 12:51 - edited ‎25-05-2014 12:52

After seeing this Idea I've come up with a little solution to many peoples problems.

 

Buying a phone currently requires you use a credit/debit card, where the shipping and billing address are the same, and it must not be a business address (even though some businesses have flats above them too).

 

What would be good is if you can use credit to purchase a phone.

 

So you can top-up like normal, say, £100, and then buy a phone.

 

Or, take your Payback as Credit, then spend it on a phone.

 

Like this idea? Click the Kudo button!

Status: Not For Us
6th August 2014: After looking into this Idea, we found that only a very small percentage of our members would be able to buy a phone outright with payback taken as credit, and that as our maximum top up is £30 makes buying via credit unlikely so we won't be looking to implementing this idea, however after speaking with Member Experience we are definitely looking into both making it easier to buy phones and others which this Idea touches upon.
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