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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?

keep gg money+mobile separate!

Status: New Idea
by bmw4175 on ‎19-04-2015 19:56

This one is simple and straight to the point! 

When any of us members signed up to giffgaff we never imagined we'd at some point become part of a loan company and with the ideas of payback being awarded for getting loan customers and for giving advice looking like becoming a reality myself personally I don't want to be involved in something like this and I'm sure plenty of other members feel this way too? 

I suggest you totally rethink your loan idea been associated with the giffgaff name and especially stop members giving any advice! 

I could state a billion reasons for this but will stick to the obvious. 

Your a phone company and that's what we joined. Please keep it that way. 

 

I think there should be an option where we can top up £5 because sometimes we can't afford to top up £10.
There's another reason why we should be able to top up £5, for example if you got £10 airtime balance and you want the £12 goodybag and you can simply top up another £5. And buy it. I know you can top up £10 and do that same but sometimes you don't have that type of money or it looks too much.
So overall I think £5 top up should be available. It will benefit us (giffgaff members) and giffgaff (company) aswell.

Data rollover

Status: New Idea
by tomhaigh93 on ‎10-05-2015 11:49
If you have unused data from one month, it rolls
Over to the next month and adds to your new data for that month. After that month it expires and the excess data from that month rolls over.
At carphonewarehouse you can do payg upgrade
EE tmobile orange vodafone others allows their members to upgrade
So my idea is
Giffgaff should allow us to do payg upgrade with carphonewarehouse or giffgaff it's self (like 20% off on selected phones basic ones mostly)

Wouldn't it be easier for giffgaff and better for the users if giffgaff automatically generated a PDF and emailed it to you when you report your phone and your sim as lost and stolen. Would presumably save the agents time. Should be simple for them to set up. The person would then just need to forward it to their insurer. As long as it has a clear line at the start "we noticed you reported your phone/sim as lost/stolen so thought we would forward you this letter just in case you need it to forward to your insurer" then it would be clear to anyone who didn't want it or didn't know about it.

Giffgaff Raffle

Status: New Idea
by pbaumann on ‎24-05-2015 23:29
A new phone or extra payback raffle each moth for active members on the community!

online account statements

Status: New Idea
by chris2293 on ‎06-04-2015 16:16

online account statements

 

this would benefit alot of us ,we would like to know who we talk to the most, what we use our services on. phone calls, texts, and internet

 

just a simple statement at the end of each month telling us who we have text,called and what we've used our internet on

 

because it will all be online it shouldn't cost a thing as theres no paper so its no extra cost.

 

i have at times looked at my balance on my account and have had missing minutes and texts any i would like to find out where they have gone, ive had people text and call me who i dont even know. people who i dont speak to. this statement would be also good for parents to keep an eye on their childrens usage. what do you guys think post your comments below suggest more ideas. Other networks offer this service 

"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.

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.

Status: We’re Looking Into It

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

 

Hi folks,

 

This is something we'd like to do, so we'll sit down with our technical architects to see what this will take. The good news is that most members get free voicemails calls with their free giffgaff to giffgaff minutes, it's only members who top up infrequently who will be affected. We would like to make it happen though since it's such a well supported idea, so we'll keep you in the know about any progress.

 

[A previous version of this update said that calls to voicemail were free with giffgaff to giffgaff. This is not the case - apologies for the error.]

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?

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.....

payg credit set to use 4g as standard?

Status: New Idea
by bmw4175 on ‎13-02-2015 20:40

currently if you are just a payg customer you only get 3g data as standard. 

The only way of getting 4g on payg is to buy a 4g bag and then afterwards if your using credit for data you continue to get 4g unless you buy a 3g bag then it reverts back to 3g by default. 

So my idea is simply make it that if the member has a 4g device that when they activate there new GG sim using credit for data gives them 4g by default. 

After all gg's data is very expensive to use on payg so it's only fair that members get there money's worth! 

Your comments and suggestions are welcome and don't forget to kudos the idea if you want to see it happen! 

Thanks for reading  Smiley Happy

make gg offer open to all members!!?

Status: New Idea
by bmw4175 ‎04-03-2015 22:37 - edited ‎04-03-2015 22:40

https://community.giffgaff.com/t5/Ideas/March-double-payback-offer-donate-to-others/idc-p/16175180#M...

 

This idea as suggested by @n4tz got me thinking that this whole offer and the way giffgaff have gone about it is all wrong! 

To anyone that doesn't know the offer is for some members that have been selected will get 1000 payback points for each activation they get in the month of March instead of the normal 500 points we get. 

Now I understand that there will be reasons why giffgaff have decided to use only certain members but I think this offer totally goes against what giffgaff stands for and is separating members as some are getting 100% more for the same thing which is unfair to any members not selected! 

So a simple one really..... Please try and work fast and make this offer open to everybody and start it again for these members. 

Surely it's a win win idea one for giffgaff as they'll get more new custom and two all members will be happy they've been given the same opportunity as the others to take advantage of this great offer! 

Right thanks for reading my idea and I welcome your feedback and comments and don't forget if you want to support this idea and see it happen then click the orange kudos! 

Thanks 😀

payback points for taking quizzes

Status: New Idea
by ali991 on ‎28-02-2015 01:44
I don't think it's a good idea that giffgaff is changing that when you complete a quiz upto the pass standard then you get 100 payback points. NO ONE WILL BE INTERESTED IN TAKING THE QUIZZES ANYMORE. What's the point of having a quiz then?
So my idea is to keep the payback points rather than 100 points GIVE LIKE 50 POINTS PER QUIZZES and as they move on increase the points so it will grab the members attention and would make them do the quiz and hopefully they will learn something which they can share with the community
So overall
Start from like 25 payback points for bronze quizzes
50/75 for silver 100/150 for gold 200/300 diamond and it goes on
I think It will benefit the members and the whole community aswell
What do you think?

expand gigabag

Status: New Idea
by 1997m on ‎16-03-2015 20:31
I've noticed there's only 2 gigabags available ( £5-500mb and £7.50-1gb)
If you look at the goodybags there's 6 (3G) goodybags and 3 (4G) goodybags
So my idea is
There should be more gigabags avaliable. And change the price for gigabags and make it little bit cheaper so it fits in with the goodybags.

£5 - 1GB
£7.50 - 2GB
£10- 3/5GB
£15 - 6/10GB
My main point is that there's only 2 gigabags and 9 goodybags
So there should be more gigabags avaliable at a low price
Atleast add another 1/2
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...

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 Smiley Happy

Thanks to @bethanaaay for the help! Smiley Happy

Status: Working On It

28th Oct 2014: We are still waiting on a few technical set-backs with the Usage Dashboard to be tackled. But once that is up and running we should be in a good place to move forward with this idea.

Lend us a quid.

Status: New Idea
by kevstarlive on ‎06-05-2015 22:23
You know how it is. You're just about to run out of credit and you really need to send a text to a non giffgaff user saying you're going to be late. Or perhaps you need to make an urgent call about tonight's party. That's why, giffgaff should provide a lend us a quid service. Meaning, if you've got less than 50p on your phone, send a free text to giffgaff and they will lend you a quid until you next top up. The quid is then required to be paid back on top of the next top up. So if you was to buy a £10 goodybag. You will be required to pay £11.

Each lend us a quid should only be used once per topup. So if you run out of the extra lent quid. You will not be aloud to lend another untill after you pay it back and run out of your next lot of credit.

Also. If the quid is not paid back in 30 days. Giffgaff can charge a late payment fee of 50p.

Well I know what your thinking. What if they do not pay it back. Well what sort of friendly giffgaff user would not?

Please please please agree to take this up.
Thank you
Kevin Hopwood.
Passionate giffgaff user.

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.