Hello, my mum got a new phone recently and I decided to get her on giffgaff. Part of the process is to transfer her number so that she doesn't have to send an annoying text telling everyone to change her number in their phones. After getting her PAC I went to https://giffgaff.com/support/transfer to transfer her number, this page asks us to select a date which we would like the transfer to take place. Currently this field contains some placeholder text telling the customer what format to put the date in, and since there is no real confirmation of the date selected, if you made a typo and put say 20/01/2014 instead of 10/01/2014 you could wait a week before you realise your number hasn't been transferred, and even when you realise this you won't know why as there is no confirmation that you have asked to port your number.
The current transfer number date field, showing the placeholder text.
So to reduce the chances of someone entering the wrong date, why not have a date picker instead of/ as well as a text form. Grey out unavailable dates like the current day and weekend/bank holidays, and if it's after 3PM grey out tomorrow. You could use a similar design to the event calendar.
I think allowing the customer to pick a date off a calendar is more user friendly than them figuring out when they could port their number, and then having to put it in using the date format, any mistakes could be problematic. With a properly made date picker it would be impossible for the user to make a mistake.
Looking at the Help section today, there are lots of posts from members on the subject of removing the adult restrictions from their account, some of whom have clearly got the hump with the whole process.
The current system, as detailed here in this excellent guide by bertiebat relies on the member having a UK passport or driving licence. That's OK if you do, but if you happen to be from Northern Ireland, your driving licence won't do it, and if you're from anywhere else in the world, you've pretty much had it.
As mentioned in bertiebat's guide, O2 use credit card verification to remove the adult restriction for their customers. Other companies also use credit card verification to establish a persons age. Usually a credit card is debited to the tune of £1 to establish the identity of the person, and once that is processed, it is credited back to the credit card so wouldn't actually cost anything (I know O2 credit the £1 to the customers account, not back to the credit card, car hire firms credit straight back to the credit card so it's technically possible)
This would mean that non UK document holders could remove their adult restriction. UK document holders wouldn't need to use sensitive personal information to get the restriction lifted, so everyone is a winner.
I know that not every 18+ year old has a credit card, but the vast majority do. I see this as an addition to the current system to cover those that currently have no option to remove the restriction.
The 4G goody bags need to be made available to queue before 4G starts so that they will be ready to go from the day you switch on 4G.
My current goody bag expires on 25th March and at the moment I can only queue another 3G goody bag. This means if you switch on 4G from 1st April (example) I will have to wait another 3 1/2 weeks to be able to get my 1st 4G goody bag.
Seeing as you are promoting people being ready for day 1 of 4G then you need to have them available before hand. It doesn't matter if it will only work on 3G until the switch on day, that is what you say will happen anyway on 4G, if you move out of a 4G area, it goes back to 3G.
Most people would not lose out from this as they will still be getting 3G like they are now until you switch 4G on.
My current bag is £10 for 1GB internet, 500 mins and unlt texts.
The new 4G price plan as per below link is £10 for 1GB of 4G internet, 500 mins and ultd texts.
At least if I had a 4G goody bag from now on then I would continue to get what I'm paying for now on 3G with the added bonus of whatever day they decide to turn 4G on, I would have it from day 1.
Does anyone else see this as a good thing??
(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
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
- 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.
The UK has a locked phone culture.
The giffgaff model features how to unlock phones on their site, so why not take it a stage further and offer dual sim phones for those wanting to keep a work sim in their phone, or use a local sim while out the country?
There are no shortage of dual sim versions of mobiles, its just you rarely see them in the UK due to network dominance in the supply of mobiles.
[Edit: Title Clearer]
As some of you may have notice this thread was posted recently
My idea links on from this one, to not only having a my ideas tab, but to also have a "My Published Ideas" section on your profile page:
I think that there should be a list that shows all your published ideas underneath your kudos posts,
That way those who have published an idea can easily find their ideas without having to search through the forum.
You could also have for each idea, it's status clearly shown so that the user knows if it is set as "new idea" "under consideration" etc. and its current kudos figure and how many new or unread meassges, this means they dont have to keep opening up the idea to check for updates. Its all clearly laid out on their profile page!
As always feedback is appreciated ... please Kudos if you agree and would like to support this idea.
Hi all. I was just over in the middle tab up there checking out the blog, the new one from handy giffgaff staffer valerie_86 but I don't really know who Valerie is. I pressume that she's part of the business / finance team because she's posted a few times on things of that nature.
I propose that the generic rank 'handy giffgaff staffer' be a little less used and something more appropriate to the role of the staffer be used to give a better idea of who's posting and what they do at giffgaff. I think that this would make it a little clearer especially in blogs. With staff numbers increasing there's less need for a generic rank these days.
How hard is it to do?
Not very hard I'd have thought
I think EU ID should be accepted as proof of your age to lift age restrictions.
If you can enter the country, open a UK bank account, vote in local UK and European elections. You can even open your own business but it is not accepted to proof your age. This can be for some Giff Gaff customers frustrating and they can't fully use service they are paying for. I hope you support this idea folks and Giff Gaff will consider EU Id's as a solution. Thanks
This idea is to enable member's who have reported their SIM as lost/stolen to do a SIM swap.
Currently if a member reports their SIM as lost/stolen they must wait for the replacement SIM and they cannot do a SIM swap.
In some cases the replacement SIMs are very late to arrive and some are even lost in the post. It would be very convenient and more helpful if instead of having to wait for the official replacement SIM they could do a SIM swap with an unactivated SIM (either one they have lying around or one freshly ordered).
This idea goes hand in hand with http://community.giffgaff.com/t5/Submit-Great-giff
The giffgaff new years honours thread should be an annual event
but should be expanded into catogories
so all the fabulous work can be recognised
these can be chosen by the community for the community
ie contributor or members technical improvement
facebook twitter off topic
there is many options
but it would be a nice way for giffgaff to say thank you
this was implemented and ran once but this year we only had the gaffta awards
i think we should have it again what do you think ?
its a member run event so if you want it again speak out
This is a problem I faced last month and thought may need addressing.
Basically when you change your profile badge theme, it is impossible to go back to the original theme! Also if you change the theme when you have approved helpers badges, you cant go back to showing your Helpers Badge ... The only way to do this is to earn the next badge and if you have hit a point where you have done all of them or all those you can do, you are a bit stuck!
I changed mine a while ago and was unhappy with it but could not find a way to go back to the normal one, so I simply had to untick the 'display your profile badge on your posts' box. But by doing this I could not display my kudos number, best answers or my helpers badge.
So my idea is simple. Is it possible to have few more theme options added so you can set it back to the orginal theme or to your helpers badge more easily.
Thanks for taking the time to read this and I understand this probably is not an issue that most people encounter but I do believe it is a flaw in the website and needs to be addressed at some point
Thank you from 'kung fu master' AlicePowell
If ive missed a trick and there is actually a way to do this please tell me, otherwise I just look a bit silly
Replacement of the Unreported Service Issue Thread
Problem : the Unreported Service thread is intended to be used only when a member notices a recurring possible service issue on the Help and Support forum. The requirement is that five links with the issue should be posted for an Educator to investigate and then, if necessary, act upon. Educators are subscribed to the thread so help should always be at hand. However, this thread is now used as a general dumping ground for isolated issues, complaints and general questions. To all intents and purposes it doesn’t work.
Idea : my idea is simply to change the thread so that if someone feels they have reason to alert an Educator to a potential service issue they would have to complete a form not dissimilar to an agent form. As illustrated below, the member would be required to select a category and then supply the links to threads reporting a problem. This would prevent the thread from being cluttered in the way it is now and make it easier for members to check to see if there are any reports of potential problems.
Below is a suggestion of how I envisage the form might look in the thread.
As always, feedback and support is welcome
*Edited to address the points @gordie10 has raised. Yes, I would envisage that after the form has been sent a
post would appear as normal to show that a potential problem has been flagged up and any reply from an Educator would appear for members to read. Without that there would be no point as no one would know if anyone had spotted or raised an issue, or the outcome of reporting it. The form would be the only way to post in the thread.
Overall, I think the thread should end up looking similar to the current version ; the main difference being there would no longer be individual service issue reports and complaints burying everything, thus making it easier to read.
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.
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.
I was thinking about a idea that may change what 'run by us' means.
Looking at the member experiance outage compensation had played a vital role in getting projects a head start. So i thought maybe every payback period, their can be a pot set up from us (the community) to contribute some payback towards the pot and the most popular ideas that are in the idea board, get. a second vote of prority (like that was done recently) and those people that contribute get exclusives on whats happening.
I know your thinking giffgaff should do this anyway. But think maybe if we can get this pot to be successful how much difference would it make on pricings of various.
Even a pound or 1p can go along way. to helping ideas come out of the shell.
Its a far fetched idea but i might as put it out their. (i know their might be similar ideas out their)
All feedback is welcomed
So, as you probably know, giffgaff is going to be seeling phones. However, I thought it would be a good idea to sell MiFis (or tethering devices) as well.
I think that if giffgaff sold MiFis to promote their gigabags, they would see a lot more customers join for giffgaff's potential 'mobile broadband' market.
Just a simple idea, but I think it could really hit off.
[Edit: Title Clearer]
I read Stevie's post the other day about improving member experience for disabled people: http://community.giffgaff.com/t5/Contribute-Innova
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
*I originally posted in Contribute here: http://community.giffgaff.com/t5/Contribute-Innova
I've had a hard time describing what I'm talking about, so please bare with me *
At the moment, you can either subscribe to indiviual threads, or in your settings you can tick an option to 'Subscribe to all threads you post in'.
This can be really useful, as you receive an email to notify you that someone has posted on that thread.
However, when you help out a lot on the Help forum, and you subscribe to several threads, your email inbox is soon full of emails - and the majority of these are about posts similar to your own, when people are trying to help the OP.
For example, if I have suggested that the OP should enter some settings, I don't then need 12 emails to alert me other members are also suggesting that the OP should enter settings.
My idea: An option to subscribe only to replies from the OP on a thread
The only responses I really need to see are from the OP, whether they are answering a question by us, updating the situation, or letting us know that their problem is resolved.
This way, you would only receive an email when the OP posts on the thread, and not everyone else.
Instead of receiving 12 emails about entering settings, you might receive 1 email an hour later saying that the OP has replied to tell you that it has or hasn't worked.
Then you can go back to the thread and reply to them. I think this would be more efficient as there is less chance of the OP's reply being lost amongst everyone else's - and the OP's is probably the most important.
I'm not sure of the technical or cost implications of this idea, or even if it is physically possible, but I thought it would make using the community a lot easier
Thanks for taking the time to read this, and hopefully it was vaguely understandable
EDIT: Will23 commented on my post in Contribute here: http://community.giffgaff.com/t5/Contribute-Innova
His suggestion was that there could be a workaround if we could find a member who could/is prepared to work it out. It's all explained in his post. Unfortunately, I'm not capable Take a look at his post for more info by clicking on that link.
I am happy and amazed to see so many ideas posted in which it is suggested that for one reason or another giffgaff/giffgaff community should be planting trees.
My suggestion is a simple one: why not offer a new Payback option that is towards a giffgaff fund specifically for tree planting?
As @helen_leigh suggested: a giffgaff wood to visit! Anyone?
On the about us page or somewhere it'd be cool to see an embedded Google Streetview map of the giffgaff offices.
The Business photos page has a section on getting started and even has a list of verified photographers that can be employed to complete the task. Who wouldn't want to go for a wander around the cafeteria?
It's cool and not very common.
It doesn't really serve much purpose beyond the cool/novelty/interest factor.
Yes it probably costs money.
Following on from a forum thread on buying a giffgaff phone without a goodybag, t_will suggested I should propose something along these lines as an idea to gauge support, so here goes:
New users are currently guided to purchase a goodybag when buying a phone from giffgaff and opening an account. If they want to use their new phone without a goodybag and just want to use normal airtime balance on a PAYG basis from the outset, the way to do this is not indicated clearly during the purchase process, more than likely making them think that a goodybag purchase is compulsory when buying a phone from giffgaff.
It seems that it is already possible to circumvent this by opening a giffgaff account and activating a SIM with airtime balance first, and then purchasing the phone from giffgaff as an existing customer. However, as you can see, this would be a well hidden and more complicated option.
The proposal is therefore to offer buying a phone from giffgaff without a goodybag but with the usual activation topup requirement of airtime balance as an option during the phone purchasing process by default. Maybe there could be a "I would prefer to purchase my phone without a goodybag for PAYG use only" or similar wording tickbox a purchaser could use to switch out of the goodybag purchase option and towards activating with normal airtime balance instead.
This could be in smaller print, as the more popular option will probably be to buy a phone with a goodybag, but at least purchasers would benefit from being given a clear choice right from the start instead of perhaps later feeling they were tricked into buying a goodybag they did not want with their phone. Basically this would be more up front with the choices available from the outset.
If you agree, please vote for this idea.