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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

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"

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.

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.
deanljbirch

giffgaff community email changes

Status: New Idea
by deanljbirch on ‎25-08-2014 15:17

When it comes down to helping the giffgaff community, I always subscribe to replies before posting my own.

 

The issue I have is when I receive an email from giffgaff mailer informing me that a reply has been made to the post. This results in me visiting the post just to find that the reply is either similar to my own, someone asking a question to the original poster or just a pointless comment. Therefore I feel that I didn't need to visit the thread.

 

I ask giffgaff to simply apply two minor alterations to these email as outlined below.

 

  • Include information stating whether or not the reply has been made by the Original Poster.
  • Include a summary (around 300 characters) detailing the contents of their reply.

Although these alterations are minor, I believe that myself and a large number of the community will find them very helpful.

 

If you agree with my idea, please contribute Kudos, feel free to post your comments below as your feedback will be helpful.

 

Thank you for taking the time to visit and view my latest giffgaff idea.

 

Much Love,

Deano

Twitter : deanljbirch

mizan337

tethering add on

Status: New Idea
by mizan337 on ‎03-08-2014 19:21
There should be a option where you can add a tethering add on like BB add on for extra cost with a goodybag
Example (£12Goodybag+ 500mb tethering add on= 15)

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

There has been a rise in parents paying for their childrens giff gaff. Or maybe in an emergency situation someone may need top up and being able to transfer airtime credit would be a great idea. It will allow users to send airtime credit at anytime to another giff gaff user. I have seen that alot if people would really appreciate this service because they control the acciubts of children or other family members. it would also allow individuals with extra airtime credit to transfer it to soneone who may need it. Recently I had a lot of airtime credit whilst a fsmily member had run out and I would've really appreciated it if I was able to transfer it to the individual.
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. 

flaxvert

Me as the voice-over guy on Voicemail :)

Status: New Idea
by flaxvert on ‎06-08-2014 13:03

It has been suggested in this thread Click Here About getting a member to be the voice of giffgaff on the voice mail and other menus side of things on this inetwork run by us.  I did the voice over in the video as well as many other vids already. We are not too sure if this is definitely possible or not but I've been asked by a couple of peeps to drum up support :smileyhappy: Please let me know your thoughts and kudos if you think it would be a 'marvellous'  idea! Cheers,

 

Flaxvert

 

 (From the link)

 

My previous idea was to Zero rate community.giffgaff.com and apparently it is already zero rated.

 

The charges and used up data we incur is from external images such as avatars, banners etc according to @alex_w 's post here in Community zero rated for select users thread.

 

So my next idea is simple ...

 

To cut the cost of credit and data used by members, we should be able to store images such as avatars and banners on giffgaff.com so that the images do not need to be loaded from an external source, making them zero rated too.

 

This reduces the cost of credit to pay as you go users and limits the amount of data wasted on helping on community.giffgaff.com

 

Making the site as Zero Rated as possible! 

 

As always, thanks for reading and please support with a "Kudos"

laurence22

Have all of the new goodybag options!

Status: New Idea
by laurence22 on ‎08-08-2014 09:40

Recently giffgaff have proposed the change of the higher teer goodybags to its members, giving 3 options to choose from. I think that giffgaff should make all of these goodybags available, and you can choose any of them. Many other networks have a few contracts you can choose from for a certain price so why cant giffgaff?

 

Kudos if you like the idea!

jimmyhb

Vat receipts available online

Status: New Idea
by jimmyhb on ‎28-07-2014 17:18

It would help everyone, members and agents, if you could 'tick a box' and download a vat receipt from the member's accounts page. Every month I have to go through several pages to find the receipt number then ask the agent for a vat receipt.

 

Normally I get the vat receipt within a couple of days but for some reason it took several attempts and in the end I had to get it sent to an alternative email address .....a fault with the email address and not the agents.

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.

Background:

 

Recently giffgaff have introduced listing 'Unresolved Help Requests'  when accessing the help forum.  This is a really useful feature and should improve members being able to find their own Help question and also remind them to mark a 'Best Answer'.  :smileyhappy:

 

Help   Support   The giffgaff community.jpeg

 

Problem

 

However there are some threads that are simply not appropriate to set a 'Best Answer' because either none was given (remains unsolved) or the type of thread isn't one that needs a best answer.

 

Solution

 

After further discussion on how to easily resolve this (and get rid of the threads showing) I came up with the idea of using tags on the thread's opening post which could then be expanded into a more automated solution (see here on the original contribute thread http://community.giffgaff.com/t5/Contribute/Idea-New-Unresolved-Help-Requests-no-BA-relevant/m-p/137... ).

 

  1. 'unsolved' and 'Unsolved' - this would mean the thread is still unresolved and this could prompt further responses from members that are particularly interested and have the knowledge to help solve more difficult problems by searching for that tag.   The use of the tag would exclude the thread from appearing in the 'Unresolved Help Requests'.
  2. 'No BA needed' simply to exclude it from appearing (this is the one I would use for the 'Urban Myths' thread for example).

Change the emails (sent out to members reminding them to set a best answer) to include details on the new option of setting the tag to 'unsolved' if they can't find an appropriate best answer to set/need further help.  Also please include a valid link to the thread as I think this is an issue atm.

 

So this should be a fairly simple solution to implement and a needed one I feel.

 

As always comments and support welcomed :smileyhappy:

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

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.
maddox_ynwa

Customisable Goodybags

Status: New Idea
by maddox_ynwa on ‎23-08-2014 16:11

I've seen a good few comments about the new changes coming to the Giff Gaff goody bags. I couldn't vote or contribute with ideas unfortunately as I was swamped with work and never really found the time.

 

I personally am on the £12 goodybag currently and I only use on average about 60 mins, 550 texts and well over the 3GB limit that is being brought in with the changes. So really I need to upgrade my package because although the unlimited texts are staying and the minutes are doubling to 500 I'm losing out on my data, an issue that is affecting a lot of people. I mean I don't need the extra minutes and unlimited texts I just want my data, on the other hand people will need more minutes than more data so they may be happy with the changes, but wouldn't it be better to please everyone?

 

What I'd suggest is customisable goodybags that allow you to pick and choose which features you want for a set price. I mean you can pick the number of minutes, texts and amount of data to suit your personal needs. For me this would mean 100 minutes, maybe 1000 texts and unlimited data; this should realistically keep the costs lower and allows Giff Gaff users to remain happy because they aren't being forced to take something they don't need.

islandstifle

Lost & Stolen - Lost phone only

Status: New Idea
by islandstifle on ‎07-07-2014 09:40

Currently the automated lost & stolen process at http://giffgaff.com/support/lost allows you to bar your phone & SIM or just your SIM. These each result in a special SIM being sent out in the post, and your account isn't usable until then.

 

Most members have a spare SIM lying around, either because they've ordered plenty to give out or the cheeky SIM that gets sent a few weeks after they activate. Some members also have a spare old phone that they might like to use in the meantime. These members might conceivably want to SIM swap onto a spare SIM and use it in the old phone for a while or even long term.

 

If they want to bar their old phone, though, which they probably will, they have to either bar their SIM as well and be without a phone for a few days (short of activating a new SIM with all the associated palaver) or go through the agents, and even then you have to lie and say you've already reported your SIM lost in order to activate the form.

 

Therefore my suggestion is simple: on the automatic lost form, there should also be an option for "bar just my phone — I haven't lost the SIM or am going to use SIM swap".

 

 

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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