Changes and new features - helpers updates thread

Hello folks, We thought it would be useful to have a place where we can post our most recent help impacting updates so our helpers are up to date with ever...

giffgaff-team · 2018-08-20T09:14:26+00:00

Hello folks, We thought it would be useful to have a place where we can post our most recent help impacting updates so our helpers are up to date with ever...

Changes and new features - helpers updates thread

h_henna

Testing how we present the auto-recur feature on activation - 7th September 2018
Summary: We are currently testing 3 different versions of how we present the auto-recur feature in the activtion journey to our new members, they will see one of the versions listed below. In detail:

New members will see 3 different versions of auto-recur in the acivation journey.

Version 1: New members will see the usual recurring toggle

Version 2: New members will see a link to the page where they can turn auto-recur on/off

Version 3: New members will see text instructions on how to get to the page where they can turn recurring on/off

h_henna

Apple's new announcement update - 19th September 2018

Summary: We have noticed a some frequent questions asked on the community regarding Apple's new iPhone announcement. Here you will find some questions and their answers.

In detail:

Q1. Will we modify our SIM to support the eSIM function?We do not believe giffgaff should need to modify their SIMs should we decide to support eSIM capability in the future.Q2. In general, when will the eSIM launch?We do not know when eSIM will launch as yet but, it will be available in the UK through an update later this year.Q3. When it comes to giffgaff, will we have to wait for o2 to support the new eSIM in order to too?This requires a conversation between giffgaff and o2. Unfortunately, this hasn't reached a conclusion yet but we will let you know as soon as we know more.Q4. When will the iPhone's be available to purchase from giffgaff?iPhone Xs and Xs Max😛re-order from Friday 14th September at 12.01am California TimeAvailable from Friday 21st September 2018 at 8.00am Local TimeiPhone XRPre-order from Friday 19th October 2018Available from Friday 26th October 2018Q5. Do you have a rough idea of what the monthly cost of the phone(iPhone Xr,Xs,Xs Max) would be?The monthly price of the phone will depend on the size of the deposit and the length of the loan term. Assuming the lowest deposit (£25) and the longest term (24 Months) is selected the monthly cost will be the following for each model.

A breakdown of the costs of the new iPhone's:

Model

Handset Price

Deposit

Loan Amount

Term

Monthly Payment

APR

Total Cost

iPhone XR 128GB

£799.00

£25.00

£774.00

£38.42

18.9%

£947.08

iPhone XR 256GB

£899.00

£25.00

£874.00

£43.39

18.9%

£1,066.36

iPhone XR 64GB

£749.00

£25.00

£724.00

£35.94

18.9%

£887.56

iPhone XS 256GB

£1,149.00

£25.00

£1,124.00

£55.80

18.9%

£1,364.20

iPhone XS 512GB

£1,349.00

£25.00

£1,324.00

£65.72

18.9%

£1,602.28

iPhone XS 64GB

£999.00

£25.00

£974.00

£48.35

18.9%

£1,185.40

iPhone XS Max 256GB

£1,249.00

£25.00

£1,224.00

£60.76

18.9%

£1,483.24

iPhone XS Max 512GB

£1,449.00

£25.00

£1,424.00

£70.69

18.9%

£1,721.56

iPhone XS Max 64GB

£1,099.00

£25.00

£1,074.00

£53.31

18.9%

£1,304.44

h_henna

Roam Like At Home - 19th September 2018
Summary: We have made some changes to our Roam Like At Home policies.

In detail:

To make things a little easier all members are given a 14 day grace period during which they are able to Roam Like At Home. However, if no prior UK usage is detected we will send the member an SMS asking them to submit proof of UK residency in order to remain eligible.

We are in the process of updating the knowledge base and all the information regarding this will be available here.

h_henna

Helper's refresh sessions: Right to be forgotten - 25th September 2018

Summary: A thread giving members the opportunity to refresh their knowledge on The Right To Be Forgotten - Check it out here

h_henna

Your recent questions feature - 5th October 2018

Summary: We launched The New Your Question widget for members who post on the help and support forum.

Details:

If a member is logged into their account they will be able to view their three most recently active questions from the last 30 days at the top of the help and support forum.

A visual aid:

Here is the place to share your thoughts or any feedback regarding this.

h_henna

Live complaints number- 12th October 2018

Summary: We have added a phone method of raising a complaint as per Ofcom regulations.

Details:

As per an Ofcom regulation we have released a complaints line. Any members who call the line will reach our answering machine on which they will be prompted to leave their message, name, number and email address. Similar to raising a complaint via email or post, agents will get back to members via email within 5 working days. The number will be free for giffgaffers to call even whilst roaming.

For the complaints number and further information refer to our complaints code of practice page.

h_henna

Removing Paypal from the activation journey - 12th November 2018

Summary: As of the 12th of November we will be dropping Paypal from our activation journey.

Details:

We have decided to remove Paypal from the activation journey as we came to realise that these members were having a poor experience however, Paypal will still be available after you've activated a SIM card.

Click here to access our announcements thread for further information relating to this topic.

h_henna

SIM Swap Additional Security Step - 27th November 2018
Summary: We have added a text message confirmation when requesting a SIM swap.

In detail:
We have added a text message confirmation to the SIM swap process. After requesting a SIM in addition to the confirmation email we send to a members, we will now also be sending a text message to their old/existing SIM notifying the member of the SIM swap request has been received.

If a member has not requested the SIM swap and receives this text message, they are also given the option to contact an agent immediately.

For further information about this and some general tips on online security read our announcements thread here.

h_henna

Extended the cut off time for next day delivery on phone orders - 7th December 2018

Summary: As of 7th December members will have until 11pm instead of 10pm (Monday- Thursday) and until 7pm (Friday-Sunday) to place their phone orders and receive their phone the next day.

In detail:As you know, giffgaff offers free next day delivery on all phone orders. Here is a breakdown:

PHONE ORDER PLACED
DELIVERY DAY

BETWEEN 19:00 SUNDAY AND 22:59 MONDAY
TUESDAY

BETWEEN 23:00 MONDAY AND 22:59 TUESDAY
WEDNESDAY

BETWEEN 23:00 TUESDAY AND 22:59 WEDNESDAY
THURSDAY

BETWEEN 23:00 WEDNESDAY AND 22:59 THURSDAY
FRIDAY

BETWEEN 23:00 THURSDAY AND 18:59 SUNDAY
MONDAY

For further information about this change read our knowledgebase article here.

h_henna

UK Mail are now a part of the DHL Group- 19th December 2018

Summary: UK mail, the service that giffgaff use for their phone deliveries are now a part of the DHL Group. During the re-branding period you may notice one or both brand names appearing in your delivery updates.

In detail:

During the re-branding period (due to finish at the end of 2018) you may notice one or both brand names (UK Mail and DHL Parcel UK) appearing in any updates regarding your delivery. Please keep this in mind when collecting your parcel from your local depot.

Further details about this can be found here: https://www.ukmail.com/news/news-article/2018/07/20/uk-mail-to-adopt-global-dhl-brand

h_henna

Change in rate per MB whilst roaming in the EU and selected destinations with regards to our Fair Usage Policy - 4th January 2019

Summary: With regards to our Fair Usage Policy the rate for roaming in the EU and selected has been changed to 0.47p (£0.0047) per MB for data.

In detail:

We have made some changes to our Fair Usage Policy which are as follows: The roaming rate which had been 0.60p(£0.0060)/MB for roaming in the EU and selected destinations has now been reduced to 0.47p(£0.0047) per MB. This applies to members who have used more than 20GB on the Always on goodybag whilst roaming, along with other members using goodybags outside of the Fair Usage Policy.

We are in the process of updating the website to reflect this change. In the mean time, please have a look at our Fair Usage Policy for more details.

h_henna

Reporting phishing/smishing websites and text messages - 31st January 2019

Summary: We have created a new account solely dedicated to reporting fraudulent websites and text messages.

In detail:

In order to have fraudulent websites and text messages shut down immediately we have created a new account so the educators can treat these reports with high priority. We have turned off PM's to avoid confusion and aim to give our operations team full control of this account if the reporting method proves to be a success. Please keep in mind that members who use this method to report scammers will not receive an acknowledgement reply from the educators.

h_henna

Ask an agent form name change - 21st February 2019

Summary: We have changed the ask an agent form name from 'account misuse' to 'account misuse and security issues'.

In detail:

In order to make sure agent cases regarding security issues are going to the right place, we have made the wording on the agent form a little clearer. The form which was previously called 'account misuse' has been renamed to 'account misuse and security issues' so members who have experienced smishing/phishing can use this form to raise their case.

h_henna

Telephone surveys- 6th March 2019
Summary: Some of our members will be receiving phone calls from Quadrangle who are conducting telephone surveys on our behalf. In detail:

Some members who have opted into third party marketing will receive a call to conduct a telephone survey from a company named Quadrangle on our behalf. They will identify themselves as Quadrangle and will not request any personal or financial details. They will explain the purpose of their research on the call and every member who is contacted will not be contacted again for another 12 months.

Click here to read our announcement about this.

h_henna

Phone surveys via email - 2nd of April 2019

Summary: Some of our members were sent emails on the 1st of April to complete a short survey about their new phones.

Details:

Some of our members who have recently changed their handsets will or may have received an email about a 60 second survey on the 1st of April. We've had some questions about whether or not this is a genuine giffgaff email and we'd like to confirm that it is however, please advise our members to be mindful that we would never ask for their personal details in any communications we send to them.

h_henna

Goodybag changes - 4th April 2019

Summary: As of the 9th of May there will be a change in what we offer as part of our goodybags.

Details:

£5 goodybag

Double minutes - from 150 to 300

Price move - from £5 to £6

£7.50 goodybag

Double minutes - from 250 to 500

Price move - from £7.50 to £8

All goodybags

Price move - from 2p/MB to 5p/MB for mobile Internet outside of your goodybag allowance

A visual aid:

Click here for our announcements thread for further information relating to this topic.

h_henna

Call forwarding - 5th April 2019
Summary: For a short period we amended our systems to ensure we are following through with our terms and conditions regarding call forwarding. However, we have since reversed this change and aligned our terms and conditions to the way in which we implement call forwarding.

In detail:

As per our terms and conditions, call forwarding was never to be included as part of our goodybag allowance. As a result, we implemented a change which aligned us to our terms and conditions. This change meant that members who used call forwarding from 20th March until 4th April were charged at 15p per minute from their credit when forwarding calls to a non-giffgaff number. As of April 4th, we reversed this change and updated our terms and conditions to ensure that members who are on goodybags have this included as a part of their goodybag allowance to UK mobiles and landlines. Members who are due refunds will receive text messages from us with the amount they have been credited.The message will be informational only so the members will not need to do anything further. As a result, there are no links in the SMS sent to members about the refund.

h_henna

Payforit text message verification- 11th of May 2019

Summary: As of the 11th of May our members who subscribe to a service using their mobile phone will be sent an additional text message to verify their purchase.

Details: Payforit merchants will also have to make sure a confirmation text is sent to your mobile before completing the subscription, which will detail the amount of the charge and what it's for. This may ask you to put a PIN into the website to confirm your subscription, or respond to the text message to confirm.

Click here to access our New Knowledge Base article relating to this topic.

h_henna

Price changes to calls and texts made from the UK to the EU - 17th May 2019

Summary: We have made some small adjustments to the prices of all outgoing text messages from the UK to the EU along with some outgoing calls from the UK to the EU.

Details:

A new regulation put forward by Ofcom and the Body of European Regulators for Electronic Communications has come into force this week, which caps the prices that mobile networks can charge for text messages and calls from the UK to EU destinations.To comply with these changes, we've made some small adjustments to our pricing. Texts from the UK to these places will now cost 6p/text, down 2p from before. Calls to these destinations will be a maximum of 19p/min, which means that the rates for calling San Marino and Liechtenstein have dropped. Other countries were already lower than the cap and will stay the same.

Click here to access our International calling page.

h_henna

Reimbursing our members who weren't able to purchase a goodybag - 12th of June 2019

Summary:

An outage on the 19th May meant that some of our members weren't able to purchase/recur their goodybag. We are reaching out to our members who have been impacted by this via SMS to present them with options depending on their situation.

Please take a look at this service update for the full details.

h_henna

Testing ways to make it easier for our members to add credit on top of their goodybag

Summary: We are currently testing new ways for our members to add credit to their accounts on top of their existing goodybags.

Click here to read more about this test in our contribute board.