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Remove the "I know where you live rank "

Status: Working On It
by kathleen414 ‎22-01-2015 18:06 - edited ‎23-01-2015 02:20

Hi everyone after an idea i had about changing some on the odd named ranks and after  a full discussion about this the members came up with 4/5 that would be better off changing but we agreed it would be better to do one rank at a time ,

Discussion thread link

https://community.giffgaff.com/t5/Contribute/Replace-some-ranks-and-introduce-some-new-ones-chosen-b...

Credit to  @mathew40 for contribution and bringing up his issue with the rank

 

 

So i have started with this rank " I know where you live "

One of our members @mathew40  experienced this

 He recieved a private message from a worried member,who wanted to know why he  posted," I know where you live " at the bottom of my post,and as this member was not aware of giffgaff's ranks he was really pretty worried

So i think this rank should be replaced with something more suitable as although the majority of members understand the ranks are a bit of fun it could be worrying to others this could be done by giffgaff pretty easily i would think

 

if you agree please support this idea

 

Status: Working On It

19th May 2015 - Hi folks, we re-reviewed this last Monday and won't be waiting for the rank review to change this, all we need now from the members is suggestions on what we should change it too Smiley Happy

PAYBACK ON BIRTHDAY!

Status: New Idea
by dannykhann13 on ‎14-05-2015 20:33
Give us like 1500 points on our birthday Smiley Happy

"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've seen a lot of errors on the giffgaff community where members try to add a gigabag onto their account when theyve run out of data in their current goodybag but they end up doing an early repurchase so their goodybag allowance is removed (they aren't so chuffed about that either).

 

My idea is to make gigabags supplementary to goodybags so that both bundles can be active at the same time. This will also enable high data users or those who want to tether to use this option as they find that they get blocked for tethering on unlimited data goodybags. Sounds like it needs quite a bit of work to put into action but considering the benefits it may have for members I think it's definitely one worth considering. 

 

All the best guys Smiley Happy

 

Don't forget to Kudos this if you think it's a good idea

Sim Activity Checker

Status: Working On It
by alibrightwell on ‎04-01-2015 10:32

After 6 months of inactivity a giffgaff sim will be deactivated. At present the only way to find out when this will happen is to check your call and text logs, work out when you last topped up (source), or wait for an email from giffgaff warning you of your sim's impending doom (source).

 

I would like to suggesst a Sim Activity Checker for the dashboard/My giffgaff page. This could simply be a link to a page showing 2 dates: one for when the sim was last considered active, and another for when the sim is due to expire/become deactived.

 

I spend quite a lot of time overseas, and I selected giffgaff because of its flexibility. I love that I can get a contract-like deal for my sim for just a month or two at a time, and avoid paying over the odds with payg or getting a contract that I simply won't use. I can only imagine that there are many other users just like me.

 

Being able to check sim activity for intermittent but committed users like myself would be a real help. Not only will it help us to avoid losing our numbers and credit, but it will also give us a quick and easy way to check our sim's activity and put our minds at rest, without having to scramble around for call logs or emails.

 

I hope you like this idea and can show your support.

 

Ali

Status: Working On It

Hey everyone, I've just spoken with our communication team, and I'm pleased to say that we're going to be implementing this in multiple stages.

 

The first one is to set up a new keyword for 43430, so that you can text in and receive an indicator of how close you are to expiry. This'll give you an indication of what stage of the process you're in and give you an idea of what to do next. This basic functionality should pop up fairly soon, so keep an eye out.

 

While that fills the need of being able to check manually rather than having to wait for the email, it doesn't fill every need that you folks have laid out in this Idea, so we're also looking at a more robust solution to implement on the website further down the line. We'll have more information on that at a later date.

 

Cheers all,

~WT

Change Your Username!

Status: New Idea
by dannykhann13 ‎04-05-2015 13:44 - edited ‎08-05-2015 21:05
Giffgaff should offer members that have been active participants of the giffgaff community for 6-12+ months the option to request a username change.

This is because some members may not be happy with their current ones so it would be nice if you could offer the option for people to request a one off username change if they are not happy as when they join it may be random and they may later not like it. Smiley Happy


KUDOS IF U AGREE

Personalised Goodbags

Status: New Idea
by elijoby12 on ‎03-01-2015 17:31

GiffaGaff For The People By The People. (I love this idea) 

 

So my idea goes like this- Instead of having set plans i.e £12 for so many minutes, texts, and data; you have the option to pick how many minutes, texts, and data you want. The cost is processed from the relavant ammounts you choice, and everyone is happy (hopefully).

 

I'm not sure if this makes much sense (the festive times have certainly catched up with my senses) so I've attached a picture I created on paint. You're welcome to even use my wonderful 'slider' idea and the catch phrase. 

 

Peas xGiff~Gaff Idea.png

giffgaff should offer a mobile phone insurance policy

Status: New Idea
by lpwilliams ‎14-05-2015 19:19 - edited ‎14-05-2015 19:20

giffgaff have been selling phones for some time now.

Success?  Yes.

 

giffgaff have joined forces with ratesetter to offer mobile phone loans.

Success?  I think it is, for those who want it

 

giffgaff have continued the link with ratesetter to offer loans for things other than mobile phones.

Success?  I think it could be, for those who want/need it

 

I propose giffgaff now consider offering mobile phone insurance policies for members to insure their phones - acting as a broker, as they are with ratesetter for loans.

 

This way, giffgaff generates more profit, which can be re-invested into the network, to enhance everybody's experience.  Members can take out insurance on their phones if they so wish.

 

Success?  What do you think?  Comments please?

 

EU Roaming Goodybag

Status: New Idea
by franbollo on ‎06-11-2014 11:24
It would be good to have a goodybad with mb and minutes to spend abroad

Thread limit

Status: New Idea
by auntied on ‎08-02-2015 11:35

Ok....so we all know we only get 50 kudos to use in any one 24 hour period, and once they're used you have to wait for them to kick back in again!

 

Well my idea is along the same lines, but with thread making! We see it time and time again, someone flooding the S:GD board with up to 10 threads in the space of 10 minutes, but never returning to answer questions that members may have asked.

 

And lately it's gotten worse! It's prolific amongst certain members, maybe they think the more threads they make the more payback they'll receive! But as we all know, it's quality NOT quantity that counts!

 

So how about a thread limit? Maybe only being able to make 3 threads in any one hour period and with at least a mandatory 10 minutes between each thread made?

 

And i think that is still being generous!

 

I know there's a similar idea on here somewhere, but that one would've still been open to abuse with regards the amount of thread making!

 

Hope this all makes sense! Smiley Happy

I've just joined Giffgaff.

I have absolutely no signal when at home. We live in a fairly narrow valley and so expected this - none of the networks have a signal here. If we go up either side of the valley by a few hundred metres we get a signal.

 

On our EE account we have a "signal box" which provides us with a local 3G signal via our broadband.

 

Has giffgaff negotiated anything similar yet? I know O2 have a similar device - their "boost box".

Giffgaff seen to be lagging behind with this now as this technology (femtocell) is now widely used by EE, O2 and Vodafone for their domestic (not just business) customers.

 

I'm sure many giffgaff customers would benefit and would be prepared to purchase such a device if it were available.

 

Thanks for reading!

 

Mike

Unlimited : Time to go capped ??

Status: New Idea
by kathleen414 ‎24-08-2014 01:44 - edited ‎27-08-2014 08:54

Idea.. to remove the unlimited goodybags and replace with capped allowances.
If you agree please support the idea

 

Original idea posted here for discussion and after great support 

http://community.giffgaff.com/t5/Contribute/Unlimited-time-to-go-capped-IDEA/td-p/14418443


After reading many posts on the subject of the unlimited goodybags do you think it may be time to just call it a day ?

Giffgaff seems to be fighting  a losing battle with data chompers and have had to manage the data we have available for the members .

This has had the effect of slowing the available data to the members and after reading many many members complaints about very slow Internet speeds ( assuming it's giffgaffs traffic management) maybe we should just bite the bullet and have realistic capped allowance goodybags.

Yes I understand it's a thorny issue but surely it's better to have say the £10 1g / £12 3g bag and £15 5 gig bag etc with usable data as the new deal well it's just a patch up that won't fix the underlying issues and will come to a head again..
I think let's just remove the unlimited now and we can get on with a realistic capped data allowance that all users can use and not abuse

 

giffgaff is making an offer of 5GB for £15 which is £3 per GB.

 

This does not sit well where people are using unlimited at £15 and  then consuming 15 GB  for which they  are only paying £1 per GB.

 

That makes giffgaff a two teir service as all the low users pay the price of £3 or £4 per GB and so subsidise the heavy users who are only paying £1 per GB.

 

This is a good reason to get rid of "unlimited" and redistribute the data previously used by the heavy downloaders  to increase the capacity of the lower priced limited goodybags.

 

Pay for what you use is the only fair way to treat all giffgaf customers.

 

My worry is that we could lose giffgaff unless we have a realistic profit to product and losing the unlimited seems the best option to me

 

 

 

 

Unlimited Goodybag, Tethering Option

Status: New Idea
by i_am_sy ‎10-01-2015 15:41 - edited ‎11-01-2015 19:00

Currently when someone trys the tether on a unlimited goodybag they are blocked for 30 minutes, this is the right thing to do as they could abuse the data, however it creates a issue, anyone who buys a unlimited goodybag thinking that they can tether is now stuck, we can only advise them to get a limited goodybag next month that alows tethering.

 

So anyway the member has been presented with a 30 minute block, this causes them to kick off on the help board as they have not seen that it says you can not tether.

 

My Idea:

 

Add a option to the goodybag, to go limited for the rest of the month and allow tethering.

 

The unlimited goodybag is going back up to its £20 price point soon so i think a fair amount of data would be 8GB, all the members usage up to this point would be deducted from that amount, so if they have used 4GB of there unlimited so far they would have 4GB left that they can then tether.

 

The option to go limited can be shown on there dashboard with a counter of how much data they would have left if they chose it, and can also be on the 30 minute block page, if seleted it would instanly unblock internet access.

 

Please vote for this idea by clicking Kudos.

 

Cheers

-Sy

 

 

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.]

Reserve goodybags and airtime credit

Status: New Idea
by essie112mm on ‎24-05-2015 21:13

About a week ago I posted this idea on Contribute . With the website going down today and members unable to top up and feeling angry, frustrated and let down, now seems an opportune moment to post it here for your consideration.

 

Problem :

For various reasons, it can sometimes be impossible to top up. For example, a website issue might be responsible and like today affect many members. Or it might be an isolated problem which affects only one member, such as inability to redeem a voucher or top up using a card. Whatever the cause, this is a problem which crops up daily on the Help forum and causes delay, leading to frustration and loss of service while the problem is resolved, not to mention loss of confidence in giffgaff as a network. It can also result in loss of one’s credit  balance .  Members don’t always know this has happened until suddenly their device stops working and they discover that their recurring goodybag failed and credit has disappeared because they’ve unknowingly bought services at PAYG rates. If a failed card transaction is the issue an agent will usually have to be contacted, which might result in a delay lasting up to 24 hours before the problem is solved. Meanwhile, the member is left without service or has to top up with a voucher to buy a goodybag. This could mean topping up with more than a cost of their goodybag. For example, a £7.50 goodybag means buying a £10 voucher, which isn’t always a satisfactory outcome.

 

Regarding vouchers, they are notoriously troublesome and if there is no apparent reason why one can’t be redeemed it means contacting an agent. This is no help whatsoever if it’s late in the evening, agents have stopped working and someone tells you the response time is up to 24 hours.  It isn’t always possible or convenient for a member to go out and buy a second voucher. 

Another example of how this idea would solve a problem is when a member has travelled abroad thinking they can use a goodybag. With no auto top-up enabled, and in a country where a card is refused by the website, a person would also find it difficult to top up unless there is a friend or family in the UK willing or able to top up their number altruistically or text a voucher code. Someone in hospital for a long time might also find the idea useful, as might anyone living in a remote area, or a parent wanting to ensure that their child is always able to make a call.

 

Idea :

As a solution to the problem outlined above I am proposing that giffgaff offer reserve goodybags and reserve credit My idea is that members should be able to purchase a reserve goodybag to keep dormant on their account which has no start or expiry date. This would be in addition to any live, queued or recurring goodybags. In effect, it would be a goodybag for emergencies. 

 

For credit, members would be able to top up and buy reserve airtime credit. To illustrate : if someone were to top up with a £10 voucher this could be added to their account as usual or banked as reserve credit. Or if a £15 voucher were bought £10 could be added to an account and £5 banked to reserve credit.

 

How might the idea work in practice ?

 

Reserve goodybags : these could be bought at any time and started at any point using existing rules for starting a goodybag early. So if a member couldn’t top up for any reason to buy a goodybag or their recurring goodybag failed they could simply text the word RESERVE to 43430 and activate the goodybag. This might be preferable to logging in to activate the bag as it could result in confusion about the difference between starting a new goodybag early and activating a reserve goodybag. It would also bypass problems such as the one today when the website is inaccessible.

 

Reserve credit :

 

Credit would still be added to an account in the usual way by dialling 43430 to redeem a voucher or online as now. To allocate an amount to be set aside as reserve credit a method similar to the existing one for buying a goodybag from airtime credit might be employed. To redeem the credit the word CREDIT would be texted to 43430. 

 

 

Reserve credit and goodybags would not extend free giffgaff calls and texts.

 

 As ever, all feedback is welcome. If you think my idea has any merit please support it. 

 

Phone Number Pricing Tool

Status: New Idea
by I boldly went... bertiebat ‎05-12-2014 20:46 - edited ‎09-12-2014 20:48

I think it's time for giffgaff to provide a more helpful method of checking what charges will be made for ALL types of phone calls and texts by creating a number checker tool.

 

This could be available both on the website and the giffgaff app.

 

Problem

 

The pricing pages https://giffgaff.com/index/pricing http://community.giffgaff.com/t5/Learning-and-giffgaffer-articles/Special-Charges-Code-of-Practice/t... contain a lot of information on checking the first few characters of the number to see what type of number is being dialed and sometimes even tables of exceptions and differing rates on the prices and what pricing models will be used.  

 

They are not the easiest pages to navigate and I'd prefer that a standardised output giving all the current information for ALL types of numbers be developed.   

For instance most people have the idea that all numbers begining with 07 are ALL standard UK mobile numbers but in fact it depends on the next 1 or 5 chars as to whether they are special numbers charged at non inclusive higher credit only rates.   Eg. Numbers beginning with 070 are personal numbers charged at 50p and a range of other 07.... are non mobiles which are charged at 20p for calls and 8p per text.

 

There are even some '01' prefixed numbers which aren't part of the normal landlines number but are Channel Islands or IOM numbers which are charged at international prices.  http://www.area-codes.org.uk/uk-offshore.php

 

Solution

 

This type of analysis is much better suited to be done by a computer rather than a human eye so I propose an automated tool to do this job instead.  :smileyhappy:

 

This tool could be added to the existing giffgaff app as well as available on the website.

 

For a full analysis please refer to my thread in contribute.

 

Examples:

 

blank price tool 118118.png

 

blank price tool nm07.png

Once this tool has been set up for online use in including availability on the giffgaff app it might also be nice to have a non data option (for those without internet access) by providing this by text.

 

Simply text PRICE followed by the number to 43430 and giffgaff could use this tool to return a suitably formatted text by providing the same information as the online form.   Obviously this is for a later date once the online version has been sorted, but no harm in also mentioning it in this idea as a future expansion.

 

A further expansion could be to select the country calling from (by default this would be the UK).

 

So far I can't find a reason why this couldn't be developed (just a case of rationalising the existing numbers into their component parts and creating a table linking to using the existing expansion tables where needed).

 

 

Benefits:

 

Simple to use tool for those that need costing information without having to analyse the complicated pricing structures.

 

Much more professional looking than the existing pages.

 

Simpler to update (no website maintenance required when pricing is updated).

 

Helpful tool for those helping on the forum and agents to ensure that they are giving accurate help on pricing issues.

 

So if you would like to see this happen then please add your vote using the kudos button. Smiley Happy

 

This is a very simple idea, which I raise because I have seen it come up a few times, most recently in this post:

http://community.giffgaff.com/t5/Help-Support/Whats-the-best-way-to-get-a-quick-response-from-giffga...

 

Where a member is trying to respond to the agent by emailing them trying to use this sign off (e.g. Agents name @ the giffgaff team) as an email address.

Ok it may not confuse many people, but for those that it does, it leads to a lot of frustration, and something as simple as them typing "at" instead of using the @ symbol would make all the difference.

 

They could also use "of the giffgaff team" "from the giffgaff team" etc. just not the @ symbol synonymous with an email address.

 

What do people think?

Status: Implemented

This panned out to be a relatively easy one to change so we've been able to update it in conjunction with First Source as of this morning.  Thanks as always for submitting an idea.  Smiley Very Happy

Pick and Mix

Status: New Idea
by edwardlittle on ‎16-04-2015 11:41
Why not have pick and mix goodybags? At the moment you have to choose a goodybag that most closely matches your requirements but may not match them completely. So I suggest that all the various items are priced individually, allowing members to choose what they want and get charged accordingly. So, for example, you could choose 500 minutes with 2 Gb of data or 200 minutes and 2 Gb of data, with each being at a set price. No mobile phone company does this so GiffGaff could lead the way!
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)

Like many others I enjoy sharing pics with the community and understand why there is a 333k limit for the pic size, trouble is that even on the lowest settings my phones camera comes up at around 500k so of no use until i convert them using a seperate program. A pain when I am out and about.

Have a word with Lithium to see if you can incorporate software like Facebook do that reduces file sizes automatically, saves us having to waste time doing it Smiley Happy

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