no customer support from giffgaff

njbil31

Would never had signed up with giffgaff if I'd known they don't provide any customer support. No customer helpline? Seriously? So all you have is 'contact an agent' - tried that yesterday and they just don't respond. So I've been left with no service since Thursday - can't get any incoming texts or incoming non-giffgaff calls. Just seen in archive that many others had same issue and it is now supposedly resolved, except it isn't and infuriating just to be ignored. Trying twitter now to see if can get any response that way...

jfc1951

njbil31

When did you contact an agent? They will respond within 24 hours.

germansheppard234

njbil31
Each case is different whats in arcive is not relevent

If we had more detail we could try to help u
When did u activate sim have you ported your number to giffgaff from another network
Does data work and calls and texts out

Agents reply within 24 hrs and unlike other networks is all online
Replys come here reply http://giffgaff.com/support/questions

njbil31

6pm yesterday so I guess I'll have to wait/hope they respond in the next 2 hours. Never thought to check that giffgaff had a helpline before moving to them.

njbil31

What sort of company says every time you have an urgent problem, you will have to wait 24 hours before we even respond to you?

alantony1

njbil31 You can check your status pull up your contact an agent and update your details I've seen something about it taking longer than 24 hours when busy but i agree with you something needs to change in regards to issues like yours it's not right what's going on .Alan

germansheppard234

njbil31 What sort of company says every time you have an urgent problem, you will have to wait 24 hours before we even respond to you?

Agents r last resort mainly deal with account problems
This forums aims to help with other things

jfc1951

njbil31

In fairness, during the agents' working hours of 0800 to 2300, one usually gets a response within around five hours, but I understand that the agents have been very busy of late.

If you have not had a response by 6pm,

check for replies at https://giffgaff.com/support/questions

click on the three dots to the bottom right of one of the posts in your thread (not one of your own) and select "Flag". You'll see an "Other" option, select it explain in the box that you are still waiting for a reply and an Educator should be able to help hurry things along.

njbil31

Yes have kept updating and just no response. Also, tried numerous community suggestions, none of which work. And it does appear from the archive that it is the same problem that many others have had. Twitter -no response there either yet. Finding out the hard way now that giffgaff is cheaper for a reason!

njbil31

thanks jfc1951 have flagged as you suggested so will keep coming back to check.

simone_w

njbil31
Hi there,
I have sent you a Private Message which can be read from your profile page via your avatar.

Cheers,
Simone & the giffgaff community team

njbil31

Still showing as unresolved and nothing at all from agents. And if, as you say, customer response time is now more than 24 hours presumably this is just to send an initial message which may not even fix the problem. How long is it actually to fixing problems like this? And surely you have to meet some sort of standards with the regulator, rather than just taking the customer's money, disabling calls/texts and then just having an attitude of fix it when you get around to it?

tazzy19

njbil31
Have you responded to the message from @simone_w found here https://community.giffgaff.com/u/njbil31/byobu

njbil31

Message just says response time currently more than 24 hours and to keep checking dashboard for their response. Just done that (now over 24 hours since first requested agent to contact me) and still no response. So giffgaff have made my phone practically unusable and I can't even get a response from them to try and sort it out. I can't transfer any money out of my bank account, relatives who may need to contact me can't contact me, if school need to notify me of any emergency tomorrow then they can't. Why have such a terrible customer non-service system?

njbil31

and yes I've now directly replied to the message but what is the point? It doesn't seem to matter what is posted on here, still no official reply from giffgaff whatsoever

njbil31

And exactly how long is the wait to hear back from a giffgaff employee? If it's more than 24 hours, are we talking 25 hours, 3 days, 3 weeks, what? It is really just treating customers with contempt.

pauljohn7

@njbil31

What phone do you have?

njbil31

Tried it in two phones so it is not the phone.

It would seem there is a telephone number for complaints - that just goes to an answer phone then cuts you off.

sloz

njbil31
Hi again, did you manage to access your voicemail settings as I suggested in your other thread

https://community.giffgaff.com/d/33013824-new-giffgaff-sim-won-t-receive-texts-calls/24

germansheppard234

njbil31 number for complaints - that just goes to an answer phone then cuts you off.

The complaints number is an answer machine u leave message and agents will get back to u within 5 days
Sounds like its full if it cuts u off

The response time for agents is upto 24hrs
But agents need to get rid of backlog

njbil31

I think ofcom need to seriously overhaul their requirements for making mobile phone companies be reasonably available to deal with any problems or have a much clearer disclaimer upfront so that customers are aware that if there is any problem there will may be zero help or response, possibly for hours/days on end