Submit: Great giffgaff Ideas - The giffgaff community

Escalate to agent button

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My idea is that on help posts, when a issue is marked as agent solvable only by members, the thread would get a button that the OP can press, and it sends it off to the agent and asks them to put in any missing detail. I think this would take out the stress of contacting a agent for the first time, and make GiffGaff easier to use.

More ethical voting in ideas section allowing people to show support and non-support

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So I was reading through a couple of ideas which are a little controversial and it got me thinking. Other than posting on a very large discussion forum about your dislike of the idea there is no other clear and easy way to show you disagree. However if you agree it is very easy to give kudos to show your support. What I am suggesting is within the ideas section there should be a fair way of gagging people's opinion of the idea as someone's dislike could be lost within the forum posts.

Taking an example of this: the off topic idea of limiting people's ability to open multiple threads gained large support however, there could be a large number of members who disagree with this idea but do not want to comment within the thread as it got very heated. Thus the support of the idea was not really representative of the full community. This means that if the idea got 20 kudos it would be under consideration even if the majority of giffgaff members disagree with it.

Those who agree with the thread can give kudos as support therefore, I think those who do not like the idea should be able to 'dislike' the idea also. This means we could get a better idea of whether the giffgaff members like or dislike the idea. I think it would also get more people involved within this section of the forum.

as suggested by @hazel22 it would say something like 'Would you want this idea implemented?' And the options would be 'Sounds good' or 'Not for Me' instead of only kudos if you agree.

Implement HD Voice (wideband audio) and/or raise with O2

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HD Voice gives a much higher quality voice connection when making calls. Although some in the community doubt if this is desirable or necessary (see other posts on HD voice), I would urge you to listen to what it's like yourself. Indeed, when I spoke with people at Tandberg (a company that specialises in telepresence / videoconference services) they said that improvements in voice quality far outweighed improvements in video quality when participants evaluated the overall quality of a call.

This has been implemented on Three, Orange, EE, and T-Mobile.

For more info, try Wikipedia, Wired, and Gizmodo.

I understand this can't be implemented until O2 implements it, but can we at least make the request? I'd certainly like to know how many other GiffGaffers would be intersted in having this capability on GiffGaff.

tethering on GG googybags

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currently GG does not allow tethering on goody-bags for the perfectly good reason that the data usage demand would be through the roof and could collapse the GG/O2 network.

plusnet imposes similar volume restrictions on its basic package of home broadband, 10GB/month, however data usage between midnight and 08:00 (while network is unstressed because traffic is light) is not counted against the 10GB limit.

I suggest that while tethering during the day may be a non-starter for political or technical reasons, there should be scope to allow unrestricted data use overnight and include tethering in that free for all.

this will also overcome the perceived clamour from users demanding tethering!

after 1 hour of GG-GG calling, automatically cut off

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I don't know about you, but I have a partner who is also on GG. Great! we have practically unlimited calls and texts to each other. well it is until you realise that its 3 hours into a call and you have no minutes/credit left.

I petition GG to add an auto cut off to each call GG-GG of one hour as I have now wasted almost £100 on this.

EDIT:

giffgaff already have this implemented when one has no credit, so being cut off is something that happens as it is if you have no minutes/credit.

I also have decided to ask for it to be an opt in service due to the comments below thanks!

remember to get ideas noticed they need Kudos, to get them noticed give them kudos.

Thanks to the following so far for their support!

@suppers_ready

@william_knapman

@cim

@bmw4175

Status:

This idea has now passed the 20 kudos mark so I'll mark it as Under Consideration. Remember, as always, the more support an idea has the more likely it is to do well at the ideas meeting so you can still add your support.

Allow members to vote for Best Answer

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Hi folks,

This idea has been posted before, but it's now so far in the Ideas Vault that ideas queen Hazel said that it would be best if it was reposted. Since the original poster isn't around any more I thought that I'd pick up the idea. It only got 8 kudos the first time round, but we think it deserves another think about; I can't guarantee that we'll implement it, but it deserves a second shot. Here's the original idea if you're interested - Vote on Accepted Solution after certain time without replies.

Idea in a nut shell:

After a certain amount of time we should allow members other than the original poster to set the Best Answer. If a post gets enough votes it should be set as the Best Answer.

Why should we do this?

It would increase the number of posts that are set as Best Answer. At the moment the Educators spend a lot of time setting BAs, but it could still be better. We want to identify and reward best answers so more is always better.

If members can also help set the BAs and they only have the ability to vote after X time (maybe 48 hours as a rough ballpark) then they will mostly be set by members who have been around the block a while and know what is best. This means that there will be relatively little chance of abuse for potentially a significant boost to Best Answer count.

What do you think?

Will

Ideas that interest you

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Hello all

After getting involved in the "Guiding principles for Ideas in 2014" thread it occured to me.

Why not have giffgaff deliver a personalised package to each member stating ideas they might be interested in?

This way members get to know and support ideas they'd like which leads to a better experience with giffgaff for them. This could be sent out monthly by email (Like your monthly usage statement) depending on the areas of giffgaff you frequent most often. So if there was a way giffgaff could identify the areas you had been really involved in, such as the 4G consultations, they could possibly send you a link to the idea "4G at no extra cost" which is actually under consideration at the moment. A mock up message could go:

Hello *insert username* at giffgaff we encourage our members to get involved and help giffgaff get better by suggesting ideas. Since you've been involved in *insert activity* we think you might like to support these ideas *insert links to ideas*

Members could opt in by accepting "You're happy to get info and offers from giffgaff" in your contact permissions. Maybe this personalised package could be sent with your monthly usage statement. If giffgaff offered this package to each member the ideas board would really light up and get going. It's possible that ideas that loads of giffgaffers would love are being ignored because they simply don't know about them! So in conclusion:

Every month giffgaff should send out a personalised package to each member with links to ideas they might like to support depending on their recent activity. This message could be included with the monthly usage statement and they could even complement each other if there was a proposal to increase minutes on a certain goodybag or what not.

Thank you for taking your time to read this; I'd really love to hear any awesome ideas or suggestions you guys have about this Thank you to @hazel22 for encouraging me to propose this idea

Edit: Spelling & Grammar

Exhaust SMS when giffgaff to giffgaff run out

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Giffgaff has just implemented the exhaust SMS systems which sends you a text when you have used up the whole of your goody bag. See here. This seems a really good idea however the system doesn't tell you when you have run out of free giffgaff to giffgaff texts and calls. This can easy catch people out that use the free calls alot. They can suddenly find that they have been charged alot for a call they expected to be free.

Therefore I am suggesting that the exhaust SMS system is updated so it sends a sms to you when your giffgaff to giffgaff calls run out. Something like this I think would be fine "A quick heads up: Just so you know, your free giffgaff to giffgaff calls and texts have ended. To extend your free giffgaff to giffgaff calls and texts just top up. Your balance is 10.00. Cheers, giffgaff"

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This idea has over 20 kudos so I'll mark it as 'Under Consideration'. Remember, as always, you can still add your support if you want as the more support an idea gets the more likely it is to do well

4G at no extra cost

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Hello all,

As many of us are excited as 4G is finally rolling out in the uk. Has it not occured to you that it could cost extra, much like EE are charging loads more for the service.

Well as giffgaff is know as the 'affordable' network I belive that it should be implemented free or at very very little extra cost.

The network 3 (THREE) are not charging user anymore so it would be just like connecting to 3g everyday. This is a massive selling point and my friend has moved to three due to this news, so to stop users from moving we shouls annoce that there would be no major price differance if any on the new 4G network.

Thanks, please support me with a kudo if you feel its a good idea (only if you want to, Im not asking you to, but feel free to do so)

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Hey Folks, we have a consultation in January about 4G and pricing where we'll be talking to all our members about what they want - we don't want to yay or nah anything right now before everyone gets their say in 2 months time, but thank you for starting off the conversation, Kind regards, Hazel.

None of the above.

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(Ok here goes I'm pretty sure this wont go anywhere like my other ideas but...)

I have a very simple idea about Ask an agent options which is encompassed in the title of this new idea^^.

Currently we have these options under Category on the first page:

- Mobile Services

- Goodybags and Payments

- Points and Payback

- Transfer you number

- Blackberry

The line above the options says this:

"Please give us as much information as possible. This will enable us to process your query quicker."

I've recently had two issues come up that aren't anything to do with those categories. For one i was forced to use one of the catergories and in the information field had to say to ignore the data I had put into the questions because it wasn't anything to do with my issue.

My solution is this:

- Mobile Services

- Goodybags and Payments

- Points and Payback

- Transfer you number

- Blackberry

- None of the above

The next page of the "None of the above" option could be a question box, an information box and 2 warnings. The first warning that this option is only for questions unrelated to the other categories. The second warning that choosing this option could mean the answer/solution takes longer as it would take longer to categorise the problem .

The question box is where you obviously put your question. This box could be linked to a search of the forums in much the same way as the search box on the ideas page has suggestions as you type.

If those suggestions don't answer your question then the information box below is for you to provide as much information as possible.

Thats it, what do you think?

EDITED due to suggestion.

Status:

Although this idea has been marked as Under consideration. Please continue to support the idea The more love you give to this idea, the better chance it has to persuade giffgaff

Put disappearing text in the input field for user search.

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At this page, http://community.giffgaff.com/t5/forums/searchpage/tab/user the input field for a user search contains the text "Type to search...", on the post search page this text disappears once you start typing but on the user search page it stays and becomes a part of your search unless you remove it. I can see no reason for the disappearing text to not be utilised on the user search as well.

This is very much a minor thing but giffgaff have already implemented this in other input fields it just seems as though this field has been left out.

Spoken Remaining allowances to help blind/partially sighted users

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Hi

I read Stevie's post the other day about improving member experience for disabled people: http://community.giffgaff.com/t5/Contribute-Innovation-Promotion/Improving-Member-Experience-Disabil...

After having a think as a fully able bodied person thinking about how the experience could be improved for disabled people. The idea I came up with is as follows:

Currently to check remaining allowances or credit you have to use the shortcodes which provide the answer to the query on screen. However this would be of no use to a blind person who would have to rely on someone to read to them the answer. So my solution is to have a number that can be dialled and a simple spoken message such as "231 minutes" and the call ends after a second or two. What you then have is an easier way for the visually impaired or blind to use their mobile phone free from barriers.

So there's my contribution, I hope it could potentially benefit some of our members

Status:

Although this idea has been marked as Under consideration. Please continue to support the idea The more love you give to this idea, the better chance it has to persuade giffgaff

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Dedicated giffgaff 4G news page

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The idea:

A dedicated giffgaff 4G ‘news and updates’ page, perhaps www.giffgaff.com/4g similar to www.tescomobile.com/4g and the other networks who have had, for several months, a page dedicated to the benefits of 4G and details of a likely timeframe. A way of registering for e-mail updates would also be fantastic.

Why:

There is huge interest in 4G from quite a significant number of users, myself included, who would like reliable updates on the giffgaff 4G situation, yet there is no recent official communication regarding 4G from giffgaff. Searching the giffgaff website for this information yields a lot of member opinion/speculation. A wider Google-search just yields an article from November 2012 featuring Gregg Baker’s (of giffgaff) comments, but this is very out of date, and again contains no specifics.

This leaves those of us wanting 4G ASAP in a state of limbo. Should we continue to wait for official communication on likely timeframes, or should we defect to one of the mainstream networks? An official giffgaff 4G news/updates page would at least give some certainty to the situation.

Status:

Hey all, just a quick update after today's prioritisation meeting. We are going to get this page up in the next few weeks. We're also looking into some additional functionality to make the page a bit more exciting though this may not make it in for the page launch.

Payback Band Alterations

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Current Payback Bands:

Band 1 - £30.00
Band 2 - £20.00
Band 3 - £10.00
Band 4 - £1.00
Band 5 - £0.10

I don't see the point of band 5, it is too little and doesn't encourage more people to help out in the community.

I suggest the folowing changes:

Band 1 - £30.00
Band 2 - £20.00
Band 3 - £10.00
Band 4 - £5.00
Band 5 - £1.00

This would entice people to give a little extra of their time to the community knowing they could make a few more pounds towards their phone.

Especially with the problems in the last week, more people helping would have kept more people happy and updated with the ongoing issues.

Status:

Although this idea has been marked as Under consideration. Please continue to support the idea The more love you give to this idea, the better chance it has to persuade giffgaff

Automated Forum Cleanups

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Hi all,
So I happened to be browsing the community today when I notice something, the help and support section has over 3 and a half MILLION posts on it. Social off topic? 895k and rising. Welcome and news? 46k...you get the picture.
I'm sure not all of these posts need be archived and kept for kudos/payback reasons or for reference.
My idea is that after each payback payout there should be an auto-clean of posts not used in the time period since the last pay out.
This I'm sure would cut back on giffgaff server costs, increase site performance and provide a better experience for all.
It's not clear whether such a system already exists but the ridiculously large numbers would suggest a no

Thanks.

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Supporting the police

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Hi,

My partner works for the police. He told me that phone companies charge for them to ping (locate) phones at various levels. As a result often phones as located within a 5 mile radius whereas if there was no charge then they could locate someone exactly where they are and potentially save lives!

It seems a very sad state of affairs that someone may be at risk or danger and a phone company is charging the police to find them and therefore limiting how they do this best. Surely the law should override this but it doesn't. It seems that money takes precedence over the safety of the public whether they be at risk themselves or a criminal is potentially putting them at risk.

I think it would be great for Giffgaff to be a forerunner in saying to the police yes we can help and we won't charge you, it would give the company even greater kudos than I think it already has.

Let me know your thoughts!

Lisa

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Hey folks, it's not that we don't want to do this, it's that we have no control over it - this is something o2 do and unfortunately it can't be done, Sorry!

Card topup "flooding" warning message to prevent unwanted multiple payments

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Payment system issues bad enough. However they seem to get exacerbated by people not realising the payment system is on a go slow - who then go on to try again multiple times. This further clogs up the already ailing payment system, and then goes on to further strain the agent system once they realise there are multiple charges on their bank account.

If someone tries to post the same thing on the forum within a certain time period then they get a "flooding" message that stops the duplicate. Not certain of the technical feasibility, but a similar thing on topup would at least reduce the frequency of multiple payments going through if there is a system issue and the first attempt seems to fail.

Something along the lines of :

"You are trying to topup within X minutes of previously topping up. It may be that your previous topup is slow in showing, please check with your bank before trying again to help prevent unwanted multiple payments "

Thoughts?

Status:

Although this idea has been marked as Under consideration. Please continue to support the idea The more love you give to this idea, the better chance it has to persuade giffgaff

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Publish the Data Usage Statistics by Goodybag.

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There's a massive debate, some public and obviously some behind GG closed doors about unlimited goodybags and data usage as it's so expensive.

So why not publish the data usage figures?

i.e. On the last day of every calendar month (or a couple of days after to allow the data to be collated and processed) publish the average data usage number for each goodybag type.

So for example...

Av Total Uage Av Daily Usage Top 10% Av Total Usage Top 10% Av Daily Usage

£12 Unlim Goodybag 3,000mb 100mb 12,000mb 400mb

£15 Unlim Goodybag 2,600mb 87mb 15,000mb 500mb

This will allow members to see where they sit in relation to their usage and what the top 10% of users are using on average. Most members want to have unlimited internet but really don't want to abuse it, I suspect they would support removing the top 5% of member who are the worst abusers of data usage as this, from the comments staff make, seems to form a disproportionately high part of the cost for the network and at the end of the day this gets passed on to us all.

Publishing statistics and giving members transparency on metrics allows the members to support management in the joint goal of an efficient network for the benefit of the members.

Also publishing Peak and Off Peak statistics could help move abusive users to Off Peak times and thereby reduce network strain.

Status:

Although this idea has been marked as Under consideration. Please continue to support the idea The more love you give to this idea, the better chance it has to persuade giffgaff

Crowdsourcing to report issues, outages and area problems.

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Would it be possible to run a crowdsourced map showing areas with outages.

Possibly twitter based?

I'm thinking something similar to the Uk snow map system, which uses feedback from users of twitter to report when snow is seen in the area. This to me seems a very quick way for Giff Gaff to establish problems, check the locality of the issue and resolve the issues. I have included a link below to the UK snow map for an idea of exactly what i'm trying to describe.

http://uksnowmap.com/

I'm not sure what this would involve, but seemed to me a quick and easy way to see any issues.

Status:

26.11.2013 - Hey folks, this went into the meeting today, and it's come out as under consideration with the top team. It's a good idea and we could look into ways of making reporting issues easier and getting it more easily displayed. Lately we've been looking at tools for providing a coverage map - and we're looking at how we can crowd source that tool.

The tricky bit with a crowdsourced map is that one person's outage might be another person's wrong settings, and we'd be reluctant to use twitter as it's difficult to determine what exactly is wrong with service in 140 characters - whereas snow is definately snow - a member having a bad experience with no data could have severly things responsible - be it an outage, settings problems, something wrong with the phone, no credit, goodybag run out etc.

The good news is that we already do crowdsource issues, through our agent cases, and mentions on the forum. If we get a certain threshold, we do kick off an investigation into an area of service. We're also working on a Mass service checker for your area, which will go in mygiffgaff. I can inform members who kudos'ed this idea when that goes live. Thanks for a very interesting proposal!

Showing data usage on unlimited data plans

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When you have a limited data plan on giffgaff, it shows you how much data you've used.

This is a simple idea - but would it be possible to show how much data has been used - even on an unlimited plan? My phone doesn't count data properly, and it would be handy to have it on giffgaff.com (and the giffgaff iPhone app, if possible).

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