We've identified an issue last night with Goodybag expiry and renewal for those both who had their Goodybag expiring yesterday, and who already had a queued Goodybag due to start today on their account.
What's going on?
Some customers in the situation above (not all) will see their account as "Balance N/A", "Goodybags updating" or similar Goodybag messaging in their account this morning. If you have this messaging and are in the precise situation / usecase below, your new Goodybag may not be active yet.
Who does this affect?
Here's the precise situation of those affected below. If you have any other Goodybag issues or queries that aren't covered by this time period, they are unlikely to be related to this case.
-People who had both a Goodybag due to expire yesterday (30/01/12)
-and who have a queued Goodybag due to start today (31/01/12)
What are you doing about it?
Our technical team are currently processing these manually this morning and re-running the files that are used in this process in our systems. We believe right now that accounts affected will be fixed in sequence by late this afternoon. We will monitor this and come back to you with updates as and when we have them.
I believe I'm affected - what should I do?
Please don't raise an Agent case if you believe you are in this precise group of people - as our fix is a bulk fix, and won't require an Agent case to solve.
As the files run in a sequence, some people affected may see their Goodybag messaging restored earlier, some may see it come up later. If you see people saying their account is restored, but yours hasn't been yet, then it's because the file is still running.
Thanks for your patience here and apologies for any inconvenience caused.
**Update - 17:18**
The team have finished their second run of a fix, and the vast majority of these cases should now be resolved.
If by the end of this evening you have a message in your My Giffgaff still (Balance N/A, Goodybags Updating, Unable to buy Goodybag at this time), then please log a case with an Agent - as this may well have a different root cause or set of circumstances to the issue discussed in this thread.
Contrary to the previous update, we have since discovered that a large number of members affected will still have a Balance N/A issue this evening.
It is just the balance under my giffgaff that is incorrect, and the goodybag will be working correctly.
This should be resolved tomorrow.
Please do not raise a case with the agents regarding this.
Thankyou for your patience.
Update: 12.14pm - 01/02/2012
We're now also aware that this issue has repeated over last night. As a result, customers with Goodybags that expired yesterday, who had a queued bag due to start today, may see a "balance updating", "Goodybags updating", "Balance N/A" or "you're unable to buy a Goodybag" message.
For those of you in this position, you do not need to raise a case. Your Goodybag should be active on the network (you should not be charged for allowances), it is simply not displaying on the website.
A fix is being run currently for both any remaining people from 30th-31st, and 31st-1st currently, over this afternoon. We'll be back with updates as soon as we have more news.
Update: on 07-02-2012 09:22