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Lost SIM should inform of SIM Swap alternative

Status: Under Consideration
by cim ‎20-12-2012 10:30 - edited ‎24-12-2012 18:02

At the moment the existing lost SIM mechanism is advised in various pages such as help: and of course the main lost SIM page


- these pages do not inform those who are about to disable their SIM for several days of downtime that there is an alternative available i.e. SIM swap - which will disable the old SIM and enable a replacement in minutes. 


I can't see any reason not to do a SIM swap when a SIM is lost, other than not having a spare GG SIM available of course, and many Giffgaffers do have spares...


So the idea is:


Propose the SIM Swap as an alternative to the lost SIM approach wherever the lost SIM procedure is described in the Giffgaff web site


The benefits for those with a spare SIM handy are getting back up and running immediately instead of maybe a week without service - and the benefit to GG should be some saved money and effort in not having to process and post out a new SIM.


Good idea? Any reason I may have missed not to recommend this approach?


Edit - nate37 has pointed out that there may be some situations where a phone is stolen and needs to be blocked - so either the Lost SIM page could have a "block phone without blocking SIM" option added and/or perhaps Giffgaff could create an option in the SIM Swap page to "block a phone and perform a SIM swap".


p.s. for anyone who has not yet caught up with SIM swap - more info here

Status: Under Consideration
Along with the other two ideas that highlighted to us the current gap in the lost/stolen process, we'll be reviewing this idea along with them - thanks for submitting, we agree that we should be doing more to promote sim swap as an alternative which should improve the member experience of this situation. Thanks again.

With the new £10 GB looming i think we need a new USSD Short code for finding an up to date figure for monthly data usage or remaining data usage in current GB.


Hope this is helpful to some peeps (Especially those who dont have access to specialized Apps to help monitor their data usage)

Status: Under Consideration
This shouldn't be in Under consideration, so just changing it over - This should be doable, but will require some investigation from our end. Thanks for the idea! We're currently investigating. I will grab you guys an update :smileyhappy:

As someone who spends a lot of time on here reading posts on various boards, I have become more than a bit frustrated by certain changes to the full site. From what I've read on the various threads on the forum it seems I'm not alone :smileysad:


The Problem


In the top right hand corner of each page (on the black background) used to reside two options. One to jump between any page I am on straight back to the "about me" page, and another that notifies me when I have recieved a PM.


On the new site these have been removed and have to be accessed by clicking on the community tab and scrolling down the right hand side to find them.


This extra faffing about makes the site less user friendly. Many members like to monitor the threads the post in and this website change makes doing that unnecessarily long winded


The removal of the "Inbox" option means that you don't see you have a private message unless you keep going back to your community page, where before the notifications appeared on whatever page you were on, again unnecessarily long winded.


The Solution


Put these options back on the website where they were



Yes, I know there are threads about the new website design and issues, and I know that oldyorkie has come up with a workaround (good work Neil), but for me and maybe others, key functionality has been removed from the website.



Can we have it back please?


Status: Under Consideration
Hey guys, so this isn't off the scope, and we've been talking about replacing, changing or adding an inbox in different places - I'll keep you updated, but just wanted to let you know it is something we're looking into, as people finding their PMs is certainly better for us and you. Kind regards, Hazel.

Auto goodybag,s For people without debit/credit cards

Status: Under Consideration
by sloz human databank ‎28-02-2012 17:58 - edited ‎04-03-2012 13:00
There's been a discussion about auto renew goodybags (or re occurring goodybags) here

What is suggested is the that queuing goodybags will end ( I think this was prompted by the recent updating goodybags problems
I'm guessing that giffgaff have realising this isn't sustainable) and re occurring goodybags will be intriduced but only by debit/credit card

This would be enormously inconvenient for people topping up by vouchers. Under proposed plans queuing goodybags or re occurring goodybags wouldn't be available

What I plan is to have a secondary balance within your account that you feed with airtime credit. ( perhaps an option to transfer airtime credit to your secondary re occuring goodybag bank ballance)
Once you add funds to this secondary balance ve this would feed the auto renew or re occuring goodybags,
I don't think re occuring goodybags from airtime credit would work so I've suggested having a secondary balance that you fund with airtime credit
Added suggestion. perhaps once you've set up the re occuring goodybag, you can add to your "goody bank" by an option on the top up line 43430. So you needn't,t go online at all
Status: Under Consideration
Hi guys, we'll review this once we bring queued goodybags back in October, thanks for the great idea, it's had an amazing reaction within the community!

Back to the shopfloor

Status: Under Consideration
by andreww on ‎27-05-2012 20:23 - last edited on ‎03-10-2012 09:21 by giffgaff Educator



For anyone that hasnt noticed yet, the Community isn't operating at full strength.


If you haven't already visited "Are you listening?" yet, you need to go there straight away and have your say :smileyhappy:


As a former customer service boss myself, all managers need an "outside-in" perspective on their business.  What is the day-to-day community experience like? How does it feel to be a member right now? What's going well? Not so well?


As giffgaff has got bigger, some giffgaff staff have got too big for the Community.  They hardly ever post now :smileysad:


From what I can ascertain some staff have never posted - they don't even have a Community account from what I can see :smileysad:


That has to stop, right now!  When I was a customer service director I "walked the floor" for 30 minutes every day.


I'd talk to the cashiers. I'd open the door for customers. I'd pick litter up. I'd make sure the leaflet racks were stacked. I'd chat to customers queuing at the tills.  30 minutes, every day no matter how busy I was. 


I knew the business inside out. And my group of branches were regularly the top performing group in the country!


So, what's my idea?  I think it would be reasonable for EVERY giffgaff manager to spend 10-15 minutes on the community each day they're working. Just to say "Hi" and chat in off topic if they can't answer any questions! :smileywink: And to read 5-10 posts of what customers are saying.  Don't say you do - I've been keeping an eye on the time period between certain people logging in :smileywink:


I can assure you bit of visibility. A few nice words. A bit of interaction will go a long, long way.


I'm prepared to go the extra mile for giffgaff. Is giffgaff's management team prepared to do the same? Come on we can rebuild this Community. Together :smileyhappy:


Status: Under Consideration
[INTERNAL AND EXTERNAL] Hi Andreww, thanks for the amazing idea (as always ) - We are certainly working on improving wider staff participation, from making sure all new staff members introduce themselves to increasing community reports from the team to the wider team so everyone knows what's going on - this will be one of the ideas we look at whilst doing this, and Gregg and Alex will be getting in touch to discuss this idea some more. Thanks!

Improving Help - Guided Posting

Status: Under Consideration
by geekcubed ‎09-01-2013 13:43 - edited ‎09-01-2013 16:26

This idea is the culimation of a lot of discussion of late on the Suggestions board (see here and here). Following a lot of support in those thread, this proposal is now being submitted to the Idea board.


Please note that this idea builds on one already submitted by Styly in 2011 (see it here).  His original idea was partially implemented before being vaulted.  This new Idea expands on the original proposal, which, given it's age, should be open for reviewing anyway.



The general concenus of late is that the Help section of the forums is suffering badly at the moment: which makes for a poor user experience, especially for new comers to GiffGaff.  The are a lot of duplicate threads, making finding existing help difficult. Beyond that, questions are being quite poorly asked, which in turn is attracing a lot of poor answers (short, often copy & pasted).


The Idea

The idea is for GiffGaff to modify the process when you want to post a new topic in the Help forum. There are three distinct changes to the current process (which is currently "Go to Help" -> "New Message")


  • New Button

The "New Message" button at the top of the Help forum should be replaced with one saying "Need Help?"


  • Knowledge Base Search

Instead of going straight to posting a new message, people would be forced to search the Knowledge Base first.  Once a user has tried this (whether they get results or not), they are then shown the option to make a new post


  • Posting Tips

The New Message form for the Help section should be changed to include some helpful hints about how to ask a 'good' question.



The first change, whilst small, is a sutle one to get people into the mindset of there being more help options that just posting a message.  It also helps to stop confusion of people clicking a New Message button and being sent to search the Knowledge Base


The second change would remove a large amount of the new help requests that are made every day. There are countless requests for help with settings, sim sizes, tethering and coverage. All these things are covered, in depth, in really well written articles. It's just that people are inherently lazy, and need to be made to look for them first.


The final change would hopefully result in a better standard of question. This would not only allow the Asker to get the answer they want quicker, it may also result in a generally better standard of answer being supplied.



I've thrown together a little demo of the process.  It's a little slow, and probably doesn't work too well (or at all) in some mobile browsers, but hopefully it serves to illustrate the process.  If nothing else, it highlights actually how good the knowledge base content is, and why it needs to feature more prominently as part of the entire help system offered by GiffGaff.


The demo can be found here -


Technical notes below (mainly for GiffGaff staffer's)

As I don't have access to any of the underlying code or database for the forums, the demo scrapes the results of the existing forum search.  Whilst this is proprietary code that I have written, I don't want this to hinder or prevent this Idea moving forward. As such I will supply all source code for the demo if the idea moves forward.


Status: Under Consideration
I still love the idea, but it's not currently in the scope of something that we can develop right now. We'll do it when we can, but no promises for the near future I'm afraid.

Night Moderation – A solution?

Status: Under Consideration
by jamesd2010 ‎12-09-2011 21:45 - edited ‎05-03-2014 23:58

Hi all,


There have been recent complaints about the lack of moderation overnight on the forum, and while I don’t agree that employing someone overnight just to remove details etc., I feel this idea would work, and would be a lot cheaper too.


The proposal:


When a post gets over  101 reports in a certain period of time, the reported post  automatically gets moved within the hours of 11pm and 8am for review, this could be moved to a ‘quarantine’ board where the post is no longer public, but is flagged to the educators2 when this happens a notification is sent to the original poster that the post will be reviewed at 8am in the morning, and depending on the nature of the post, will either return, or be removed.  



What will this solve?


  • Abuse on the forum overnight (spam, racist content, or whatever users may post)
  • Quick removal of posts with personal details for them to be edited in the morning
  • Shows care, stopping members from moaning about not enough measures taken
  • Gives users peace of mind – knowing their content has been removed and will be looked at.
  • Saves educators such as Hazel22 (and the rest of the team) from getting up at 3am to remove it.
  • Prevents serious spam attacks to the forum
  • Arguments from who should be allowed to edit posts and move posts.

How will this work?


When several users report a post as inappropriate at the times of 11pm until 8am via the ‘report inappropriate content’ link (see above for image) the post is moved automatically and a notification is sent

Abuse – This could easily be abused, but from my understanding the system reports one report per user? So the abuse isn’t there, because only one report from one user will count, not ten reports from one user.


Sounds too complex?


Yes, but from my understanding the basic functionality is there, when you get a new rank, you get an email, Lithium (forum software) triggers this, it’s automated. So the same feature could be applied here. The report inappropriate content links are there, the hidden moderation panel is there where the posts can be submitted for review, it just requires lithium to embed the automation part where posts can be moved automatically.


Thank you for reading this idea, I hope together we can all make this community stronger!



1 – I have chosen ten reports as I find that there are often much more users on at this time, but this could be monitored, and be changed so it could be more or less.

2-  I think this exists already, as in the reports process posts are moved to this area for no one else to see.


 Pssstt... Want to improve giffgaff further?


Don't forget to tell giffgaff what ideas you like best:







Deleting a goodybag

Status: Under Consideration
by bwals92 on ‎04-06-2010 12:21

I think it would be good if there was an option to delete goodybags so you could buy a new one (before the month is up), especially when your minutes are low. This was a problem on my old network too, I had to wait a few days before topping up again because the 'bundle' hadn't expired yet.


Also, I can't see why networks don't have this option. My friend and I were talking about giffgaff the other day and he said he needs to top up again as he's used his minutes already, but this was only after 15 days. Sometimes people have months where they overtalk and need to top up again.

Status: Under Consideration
This idea, and similar ones around editing/re-buying/deleting goodybags is a consistent one that keeps cropping up. More flexibility is always a good thing. This core idea is something we are seriously investigating in 2014: once we have more details, we'll be sure to share it with you all.

Afternoon all :smileyhappy:


I would like to propose that giffgaff revisit the idea of being able to manage email subscriptions, so members can find and organise those threads they want updates on more easily.  I have 29 pages of thread subscriptions and want to delete some however this is very time consuming as there doesn't seem to be any rhyme or reason for the order it is currently in.


This idea has been posted before back in 2011 by wollac11 However it didn’t get taken forward because it didn’t reach the magic number of 10 kudos (I know we now need 20 kudos!) so it is currently in the ideas vault.


However, should it receive sufficient interest giffgaff will revisit it :smileyhappy:


From when I have posted this in contribute the consensus is that some sort of organisation would be useful. Thanks mr_mitch, philiplittle40 and sanwich for your comments  :smileyhappy:


I think it would be useful to have the option of ordering posts by:

  • Chronological order by OP or the most recent post
  • The type of forum e.g. blog, contribute, off topic, help etc.
  • Those threads marked solved/unsolved (applicable threads only)
  • Alphabetical by subject/title/keyword

I’ve also posted this on the developers hub thread to see if anyone knows if this is possible  I still don’t know the answer to this yet and won’t get a response from giffgaff until this idea is posted here and gets enough support with 20 kudos.


So, what do you think?  Comments most welcome, whether you support the idea or not  :smileyhappy:


Thanks everyone,



Status: Under Consideration
We have something like this on our radar. We want to make it easier to keep on top of the stuff you want to keep track of, but it's not a priority at the moment as there are other things that we want to get developed that have a bigger impact. In the meantime you can always try using lithium bookmarks as well as subscriptions. I also personally use a lot of browser bookmarks to help me file away content that I want to be able to find easily.

This idea was brought up by several posts earlier (see 1,2) and Vincent has even posted

a partial solution, but apparently it hasn't yet made it to this page.


The proposal is to have the possiblity to handle more than one SIMs from

a single account. This would be useful for companies, families, couples

and any other groups, if handling of the SIMs' administration/finances

is performed by one person.


The point is not necessarily to have only a single account for the SIMs,

i understand that at the moment the system requires the creation of an

account for each SIM.


The point is much more to have the possibility to define a master account from

which you can access relevant settings of all the SIMs within the associated pool.

Not only to top-up (this is not a problem as you can top-up any number through

the giffgaff pages) but also to activate/inactivate  auto top-up or set speding limits, etc.


Another important aspect of a company/family pool os SIMs would be to handle the

credits more flexibly: to have the possibility to transfer credit from one SIM to

the other.  Tthere was some discussion about  implementing some form  of credit

transfere on giffgaff (1,2) - in my opinion company/family SIM pools would be a good

argument to push such a feature and also an excellent context for the development

and testing.


Status: Under Consideration
Hi guys, 3 years ago we set this idea as 'Not For Us' because the financial and technical impact was too much. Due to our 'Not for Us' series, it's clear this is an idea you wanted us to reconsider. This is being updated to 'future review' as at the moment, this is still too difficult for us to implement - but we are happy to put it in a position where we will review this at points in the future, for the moment where we're capable of implementing it. The members have spoken and this idea is 'active' again, Kind regards, Hazel.

Calls to 101 on giffgaff

Status: Under Consideration
by soruk on ‎19-04-2013 14:39

In response to the thread Should/Could calls to 101 be free on giffgaff, I'd like to propose this idea:


If the phone has credit, irrespective of any goodybag, the 15p charge is applied as normal.


If there is no credit, but a goodybag is in place with minutes, a charge of 2 minutes is applied to the goodybag, irrespective of call duration. (Why 2 minutes? Voicemail is 8p or 1 minute.)  That would allow callers who only use goodybags and no credit to be able to call 101 if they need to.

Status: Under Consideration
Hey guys, this is technically possible to implement though difficult, however we're worried that if we implement this for 101, then it would open us up to having a whole range of '2 minute numbers' and things would start to get complicated and unmanageable. For genuine emergencies 999/112 will always be free.

Call Catcher gives you the facility to find out who has called if your phone has been out of coverage or switched off. Once your phone has coverage or is switched on, you will receive a text message telling you who called and the time/date.


Kudos this if you would want this feature.

Status: Under Consideration
This has had great support which is why we don't want to completely take it off the table, however for the moment, due to Project Chrysalis - this will be on hold til such a time we're happy to develop new features. Source:

Personalised Forum Searches.

Status: Under Consideration
by bertiebat on ‎29-05-2013 20:48

There are a handful of useful forum searches that I use on regular basis and it would be nice to have these easier to access and use. :smileyhappy:


For instances all your own accepted solution can be found using this method as posted by darrenpainter which requires changing the user id to your own to get a personalised list of accepted solutions.


There are also other useful searches to find threads and posts authored as posted by sloz here.


All these links are simple searches but currently require that you manually change the user id to your own.


So my idea is to included a link on the My settings which then links to a simple widget with a clickable list of the various searches (inserting your own id into the relevant place).


My settings searches.png



Personalised Search Widget

Simply click the following links to get your own personalised searches.


  • Accepted Solutions
  • Topics posted in Help Forum
  • Posts in Help Forum
  • Ideas posted
  • Idea comments posted
  • Topics posted in Contribute Forum

etc, etc.


I think this should be easily possible with the help of the Dev Hub team and I've been encouraged to post this as an idea by (so giffgaff seem interested). :smileyhappy:


So comments and support gratefully welcomed :smileyhappy:



ok so following on from this discussion in contribute

hazel pointed out that lithium's own forum has a built in search when typing a subject title to a post

so the idea is that when your making a new post and typing the title this search will bring up previous threads with similar words within it

this may hopefully reduce the amount of duplicates we see but also create a better experience for us as members.

rather than my initial suggestion of limiting it to the idea and top tips it could perhaps be rolled out across all forum sections but that will be up to giffgaff to decide if its needed in all or just a few

my only issue is that i dont know if its a mobile friendly feature, if its not then oh well it will still be very beneficial.
Status: Under Consideration
Hey guys, so we can see how this would be helpful for the Ideas Board, however it's important for us to have the same forum experience across the whole board - so if you have automatic search on Ideas, we'd need to implement Automatic Search on the Help Boards. Which would bring up an issue with new members posting on old threads and problems getting lost. I still want to push this internally so sit tight, and we'll continue working out a solution.

Hi all, there's a few ideas about community badges for completing tasks and doing things in the community (for example Marys here) but this is a little different. Various sites like Dropbox have a tutorial based achievement feature where you're rewarded for completing tasks associated with the core functionality of the service. 


Would it be feasible for giffgaff to have something similar? In Dropbox it's in a section labelled getting started and works on the idea of issuing challenges to the user, for giffgaff it could be:


  • set up a reccuring goodybag,
  • queue a goodybag,
  • post in the community,
  • give a kudos or accept a solution
  • Access on a mobile
  • Follow us on Twitter/Facebook or share your refferal link.

Or things to that effect, challenges or achievements designed to introduce new users to the features and functionality of the mobile side as well as the community side. Below is the Dropbog getting started section using a challenge/ reward system as a tutorial.


2012-12-28 16_10_57-Get Started - Dropbox - Comodo Dragon.png


And another similar example on the Steam platform




I couldn't speculate on the cost or effort involved in this but it would ideally be a part of the member dashboard (so not reliant on Lithium).


The benefits are that you could immediately make new members aware of and using features such as reccuring goodybags, immediately get them posting and accepting solutions/kudosing on the community and sharing giffgaff on Twitter. Anything you'd want to encourage and think new members ought to know upon joining.


The reward could if you wanted follow Dropbox and offer traditional rewards (possibly payback points?) but could just as easily be a badge based rewards system. Leave a half finished challenge on someones dahboard with empty badge spaces and 90% of people will want to fill it and find their way around the site and features nicely.

Status: Under Consideration
Hey guys, this is something we want to do as part of Stage 2 of the set up wizard, but it's not a priority for 2013 however during the mean time the Community team do regularly give out extra rewards, gifts and payback for great contributions as an intermediary. Thanks for the idea, and I'm looking forward to seeing this one implemented :smileyhappy: Kind regards, Hazel.

£12 goodybag

Status: Under Consideration
by giffgaff; ergo sum bonusball on ‎24-09-2012 15:07

How about a £12 voucher for the increaseed price.


Status: Under Consideration
Hi guys, thanks for the idea :smileyhappy: We're going to review the need for this when the new goodybags come into effect and then come back to this idea, Kind regards and thanks! Hazel.

Forum Member Info Pop-up

Status: Under Consideration
by giffgaff head-scratcher darrenpainter on ‎09-10-2012 22:32

Is there any chance that giffgaff are able to implement the pop up 'info panel' option when you hover over a members name.

I have seen this used on another mobile network's Lithium based community site beginning with V




This would offer an 'at a glance' way of seeing members community details when browsing threads without the need to click away from the thread being read, and could actually be used as an alternative to the profile badges that did end up spliting community opinion down the middle.


This could tie in quite nicely with the planned refresh of the community page 'look and feel' that is aiming for a cleaner and more streamlined view of the community.

Very simple idea this, and probably easy to implement.


Recently I had the need to block calls to premium rate numbers. 


I've just found out that international calls are also blocked as a result of this.


I have been informed that blocking calls to premium rate numbers also blocks international calls, it's either block both, or block neither.


My idea is therefore simple:


Allow members to block calls to premium rate numbers, but don't block international numbers as well.


This is particularly relevant giffgaff's new international pricing, which may attract new members who wish to call abroad.


All the best



Status: Under Consideration
So, we did some sleuthing and found that this change would only directly affect about two dozen members. We like it in principle, but the change in process and the development cost and time is not cost effective for the amount of people impacted. Which is not to say this won't impact more people in the future. Let's give it a while and revisit.

Giffgaff phone for Seniors/ emergencies and Small Children?

Status: Under Consideration
by hg80 ‎10-05-2013 19:23 - edited ‎10-05-2013 19:25

Having seen a product call the OwnFone recently launch and really liking the idea i have looked into it a bit more and dicovered the people behind the idea will licence the system out to others and i was thinking it may be neat if Giffgaff could look into the idea?

The phone its self is basic, has no screen and can only call numbers you program onto it 




The specs can be found here 


The phone can take a mini sim which can be fitted at manufacture or after sales by the looks of it.

The front is printed onto the phone and acts as a big touch pad, and can be customised to suit the brand/image number of contacts etc.


The phone looks to be controlled by a web interface and could form as part as the giffgaff website and allow users to control and maintain there phones, for those less tech savy.


I think this would be a brillant idea and would be ideal for my grandmother.


If you support this idea or would like giffgaff to look into the idea please KUDOS these post :smileyvery-happy:





Status: Under Consideration
Hey guys, we love this idea but want to keep it in future review so we can assess demand at a later date. Claire was especially excited about getting one for her nan! Cheers :smileyhappy:

Make iPhone set up easy with an official carrier settings file

Status: Under Consideration
by hop ‎21-06-2010 00:14 - edited ‎21-06-2010 03:34

Right now if you join giffgaff with an iPhone, you're likely to need to enter a whole multitude of settings by hand to get things working properly, and even then there are a number of things you can't set yourself, including the network name, and really, who wants to stare at "O2-UK" all day?


That's why I'd like to propose giffgaff contact Apple (via O2 if need be) to put together and submit an official carrier settings (.ipcc) file containing all the settings needed to make an iPhone work perfectly with giffgaff. That file would then be distributed automatically via iTunes, prompting giffgaff customers with iPhones to install all the settings needed with just a single click, as well as hopefully preempting the possibility of O2-specific updates being pushed over the air, undoing giffgaff settings in the process.


Now, credit where credit's due, tobyriding has done a great job producing an unofficial ipcc file for giffgaff, but unfortunately (as he's noted) with the release of iOS 4.0, homemade IPCC files like his no longer work. Thus, we're pretty much in "giffgaff needs to do this themselves" territory, though at least it seems like most of the work we're talking about here consists of giffgaff contacting Apple, as these files aren't terribly complex to make.

Status: Under Consideration
Great idea, at the moment I am having to set it to 'future review'. This idea can only be implemented if we have an official relationship with Apple, which is something we are looking into - I will let you know if the situation changes, Kind regards, Hazel.

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