Terms & Conditions clarification - Disconnection for non use

alexmgg2

haridus Doesn't the new money restriction only apply to the 3 month free giffgaff to giffgaff calls/texts eligibilty?

I'm not sure about the giffgaff to giffgaff calls, but I believe that, at least at the moment, new money is required to avoid disconnection after six months non use.

However, since the move from Lithium, I can no longer find any references to this - which is why it would be good to have more clarity in the T&Cs.

haridus

alexmgg2 I'm not sure about the giffgaff to giffgaff calls,

The new money restricition has always applied to free giffgaff to giffgaff calls/texts eligibility for example:

https://www.giffgaff.com/help/articles/free-giffgaff-to-giffgaff-calls-and-texts

https://www.giffgaff.com/terms

alexmgg2 but I believe that, at least at the moment, new money is required to avoid disconnection after six months non use

As far as I am aware there has never been a new money restriction on the disconnection T&Cs

haridus

alexmgg2 However, since the move from Lithium, I can no longer find any references to this

Whilst searching for more information these threads from before the move came up:

https://community.giffgaff.com/d/19453264-our-rights-to-bar-or-disconnect-your-sim-card

https://labs.giffgaff.com/idea/16703796/our-rights-to-bar-or-disconnect-your-sim-card

Checking a couple of copies of the T&Cs page pre-dating the move from Lithium using web archive I couldn't find any mention of new money in section 13.

jaymailsays

alexmgg2 at least at the moment, new money is required to avoid disconnection after six months non use.

New money may be seen as an unhelpful term.
Instead it ought to say, 'A topup or goodybag purchase using payment methods, PayPal, Bankcard or Vouchers qualify for preserving your giffgaff number when applied once every 183 days.'

alexmgg2

haridus

Thanks for the digging. It looks like I may have been confused - possibly another indication that the T&Cs, as well as other parts of the site, could do with some clarification!

Cheers!

various_mm

alexmgg2

Hi there

things are much clear here https://www.giffgaff.com/help/articles/why-is-my-phone-number-deactivated

A SIM card is deactivated when it has not been used in the last 6 months. To stop deactivation do any one of the following actions at least once every 6 months:

Make at least one call, SMS or MMS to another number (This does not including calls to Emergency Services or Member Services)
Make at least one connection to the Internet
Make at least one Airtime Credit or goodybag purchase

alexmgg2

various_mm

That's a useful article, where did you find it? There used to be lots of useful stuff like that in the Knowledge Base before the move to Flarium, but it all seems to have been lost now. I searched through all the Help categories, and couldn't find anything.

Of course, the T7Cs should, I believe, be definitive, which should also mean that they need to be unambiguous.

Cheers!

haridus

alexmgg2 Thanks for the digging. It looks like I may have been confused - possibly another indication that the T&Cs, as well as other parts of the site, could do with some clarification!

Clarity has never been giffgaff's strongpoint! 😉

sloz

alexmgg2
harrrrrry
going back to the point about topping up a number (that's due to be deactivated)
from another account,

this cropped up around 3 years ago, someone had their number topped up by a family member but was still deactivated, I argued that because it wasn't specifically stated in the terms and conditions and the knowledge base, that it didn't count,
that the customer should have their number reconnected,

A member of staff was involved and i also asked for confirmation if a goodybag purchase needed to be from a debit card or PayPal or a top up voucher,
I can't recall the member of staff responding to that

As the terms and conditions don't mention it specifically, it should follow that buying a goodybag from your balance should count to keep your number active

z201205

A call to an 0800 number is sufficient to keep your number active.

alexmgg2

z201205 A call to an 0800 number is sufficient to keep your number active.

True, and that is actually implicit in the current T&Cs, as 0800 nos. are not emergency services or Member Services.

sloz

alexmgg2
a related question about all the articles in general, are they fit for purpose?
Many are lacking in detail and pertinent information,

For instance, One detail about keeping your number active, topping up the number via another account doesn't count,
You need to actually log into the account to top up or buy a goodybag

z201205

It should be explicit: at the moment, it feels like giffgaff are hiding that

kathleen414

sloz alexmgg2
a related question about all the articles in general, are they fit for purpose?
Many are lacking in detail and pertinent information,

For instance, One detail about keeping your number active, topping up the number via another account doesn't count,
You need to actually log into the account to top up or buy a goodybag

Thank you for that information 😄

persco

sloz been banging on about this with Anton. We had excellent KB articles on Lithium. Some of the migrated links in Flarum are too basic.

They need looking at. I call on our good KB editors group to help with this.

alexmgg2

sloz a related question about all the articles in general, are they fit for purpose?
Many are lacking in detail and pertinent information,

Yes, I've felt that, since the move to Flarum. Also, many topics that used to have their own comprehensive articles, such as voicemail, are now split into several separate snippets. It's almost as if giffgaff is trying to discourage members from knowing too much, or give detailed, comprehensive advice with supporting references.

For instance, One detail about keeping your number active, topping up the number via another account doesn't count,
You need to actually log into the account to top up or buy a goodybag

I didn't know that! Thanks!

harrrrrry

persco I always thought the “new money” text was somewhere

As far as I'm aware, the phrase "new money" has so far only appeared in member-contributed explanations.

persco

harrrrrry I think Greg or another Ed mentioned it a while back on lithium in one of our discussions or it did appear in the quizzes back in the day but obviously never made it formally in KB

bluemoonbaz

alexmgg2
Glad you brought this up mate as it's an interesting point that many members mention in help and it needs clarifying

bluemoonbaz

persco I agree mate , new platform is trucking on nicely but lots of loose ends that needs working on .

jaymailsays

persco I call on our good KB editors group to help with this.

Members who were formerly KB Editors and Publishers, no longer have access to those tools, since the flarum platform replaced lithium. Currently they can only make suggestions on Article changes, the feedback, if picked up, is passed up the chain to staff teams, who then decide on the merits of any proposed changes to Article wording.

shabazmoqsud

alexmgg2 this is a very good suggestion agree totally. to ve honest since the move to flarum alot of of useful information is all over the place there needs to be better organisation once the bugs and general usability sorted.

alexmgg2

jaymailsays New money may be seen as an unhelpful term.
Instead it ought to say, 'A topup or goodybag purchase using payment methods, PayPal, Bankcard or Vouchers qualify for preserving your giffgaff number when applied once every 183 days.'

True, "New money" is not, in itself, sufficiently clear or unambiguous. The T&Cs would need a detailed explanation along the lines that you suggest. But "New money" is a rather less cumbersome phrase for general discussion - and at the moment, I can't think of a better one off the top of my head.

Cheers,