Goodybag

suzannec1973

Says speak to agent if click on link. Its took me here. Can someone sort out my internet please goodybag purchase yesterday

sloz

suzannec1973
Hi, are you currently in the UK or abroad?

Can you make calls and send texts?
Can you see a live goodybag with data remaining here
Http://giffgaff.com/dashboard

Call 43430 and press option 2
Do you hear that you have a live goodybag with data remaining?

Which phone do you have?
Do you see a connection symbol
(3G, 4G, H, E, gprs)
Next to the signal bars?

natty88

suzannec1973
data not working

https://www.giffgaff.com/help/articles/why-isnt-my-data-working

Services

welcome to help and support

can you please check your full postcode here for any network issues

https://giffgaff.com/coverage-and-service

Remember it's updated hourly so may not of shown last time your checked it

if shows none please
try a manual roam as explained here

https://giffgaff.com/help/articles/how-to-perform-a-manual-roam

or try a soft reset by holding down the power button and volume up and down button at same time until phone reboots it's self

or try switching to 3g only via network settings often improves signal again leave ten minutes and switch back to 4g
also try switching airplane flight mode on and off a few times to update network again

Also check payments went through here and states 1x goodybag purchased

Check all payments made

welcome to help and support Please use this link to check payments

https://www.giffgaff.com/orders/history
If showing in payment history but not dashboard please inquire with the agents here about it thanks

Agents as it's account related

welcome to help and support

please inquire with agents here

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-overcharging/form/

allow up to a maximum of 24hrs for replies although usual time frame is 3to5 hrs

replies will show here when logged into your account

https://giffgaff.com/support/questions

Agents start work at 8am until 11pm Monday to Friday and 8am to ten pm Saturday and Sunday

wearethespartans

suzannec1973

It can take time for the new goodybag to go on, however if it's yesterday then certainly there could be a issue.

Are you able to see your active goodybag here https://www.giffgaff.com/dashboard

If you can then please switch the phone OFF and ON to see if the internet works.

If not, try the manual steps for network selection https://www.giffgaff.com/help/articles/how-to-perform-a-manual-roam

If the internet was working before, you wont need to check the settings, however cross check them here https://www.giffgaff.com/help/articles/internet-apn-settings-guide

rhort

suzannec1973

You should probably start by checking the service status in your area and make sure there are no local issues with internet connections; you can do this by entering your postcode at http://giffgaff.com/coverage-and-service

If you find that there are no issues reported in your area, try:

Checking for any giffgaff-specific issues in the Service Updates forum at
https://community.giffgaff.com/t/service-updates
A manual roam (which can often sort out general communication issues) - there's a handy guide for this at https://community.giffgaff.com/d/3345471/1#M32502
Reviewing your internet configuration by checking your current settings against those shown in the KnowledgeBase article at https://www.giffgaff.com/help/articles/internet-apn-settings-guide

If none of the above resolve your issue, then you should contact an Agent via one of the following links:

If you have no connection: https://support2.giffgaff.com/app/ask/Calls-texts-and-data/Data-is-not-working/form/

If you have a connection but it's too slow: https://support2.giffgaff.com/app/ask/Calls-texts-and-data/Data-is-slow/form/

Agent replies can take up to 24 hours, however, they're usually much quicker than that. You'll find any Agent replies at https://giffgaff.com/support/questions (you should also get an e-mail when a message is received there).

clikasarus

suzannec1973

welcome to giffgaff and the community

did you buy a goodybag?

as that is different from just toping up you can check your order here ⬇️
  https://www.giffgaff.com/orders/history

If not then you can buy a goodybag from here ⬇️
  https://www.giffgaff.com/sim-only-plans

I hope this helps;

samantha_ben7962

suzannec1973

Check your area coverage from here: https://www.giffgaff.com/coverage-and-service Just by entering the area post code and see if there is any issue.

In the meantime, you can check whether your phone data is on.

Cross check the data settings here; https://www.giffgaff.com/help/articles/internet-apn-settings-guide and you will find all the required information.

Once you save the correct settings on your phone, please reboot it by turning it on and off. Hopefully, it will work.
Hope your data services works 😉

netfax

suzannec1973 Hi there. Sorry to hear that you’re having trouble getting mobile internet (data) to work on your phone since your Goodybag purchase yesterday. Have you restarted your phone? That might help data spring back into action.

Please take a look at giffgaff's 'Why isn’t my data working' article to guide you through the common issues on how to rectify your data issue.

Are you using correct giffgaff data settings on your device?

To access mobile internet with giffgaff, you'll need to have the correct giffgaff internet (APN) settings saved on your phone. Please make sure that they're present, correct and selected for use.

Please take a look at this internet APN settings guide for all the details.

Please also check to make sure that you have mobile data switched on (enabled) within your device settings or notification drop-down menu.

Are there any network issues in your current location right now?

If you are using the correct APN settings, perhaps there's an issue with the network in your current location this Morning? Please use the giffgaff network status and coverage checker to keep tabs on any faults or maintenance in your area. Select the service you are having trouble with and search for your location to see if there are any known issues.

Try a 'manual roam' to reset your devices network connection.

No network issues in your location? Please try switching your device off and back on, as that might resolve your mobile internet problem. Another thing you can try is a manual roam, as this would reset your device network connection. Please see giffgaff’s Manual Roam Article for information on how to perform a manual roam, if required.

Data still not working?

Please see giffgaff’s Network and Service Topics for more information on what to do when a particular service stops working or is problematic.

If you are still stuck, please raise a case with an agent for assistance and they'll get back to you within 24 hours. Agent replies can be viewed on your dashboard.

Thanks.

suzannec1973

I dont see the goodybag I purchased for my mom on my dashboard. I've followed all the links & done what has been asked..
I just want some internet for my 70 yr old mom.

sloz

suzannec1973
Did you log into your mam's account to buy a goodybag?

Look in order history
Http://giffgaff.com/profile/payment-details
Click my order history

Can you see that a goodybag was delivered or a top up was delivered or neither?

harrrrrry

suzannec1973 I dont see the goodybag I purchased for my mom on my dashboard

Maybe you didn't buy her a goodybag. Did you buy it from the proper place https://www.giffgaff.com/buy/goodybag or did you buy only add credit at https://www.giffgaff.com/top-up?

Adding credit does not buy a goodybag, and as an example, buying £10 of credit gives only 0.2GB of data, compared with the 6GB of data you could of had by buying a £10 goodybag. So, that data would go quickly if you bought only credit instead of a goodybag.

suzannec1973

I did buy a goodybag I have the purchase on my account & money out my account.. how do I get my money back

sloz

suzannec1973
When you say you have the purchase on your account
Do you see a live goodybag here
Http://giffgaff.com/dashboard?

On order history
Http://giffgaff.com/profile/payment-details
Click my order history

Does it say a goodybag was delivered or a top up was delivered?

harrrrrry

suzannec1973 I have the purchase on my account & money out my account.

Does the order history section of https://www.giffgaff.com/profile/payment-details specifically state the word goodybag for a transaction on the date that you made the payment? If it only says "topup" then you bought PAYG credit, not a goodybag.

An agent will probably fix it if you explain what you have done at https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Buying-a-goodybag-or-credit/form/. But you need to be sure that the history confirms that's what you did.

A frequent mistake is to add credit and then hope to be able to buy a goodybag from the credit. But that's unsafe. So for the future, here's how to always buy goodybags by one of these safe methods:

Never add credit and then try to buy the goodybag from the credit.
Sooner or later, you will do it at a time when your phone has outstanding work to do, such as checking for updates or downloading emails, and that will use up some of your balance before you get a chance to buy the goodybag. So, when you try to buy the goodybag, you don't have enough credit left for the goodybag that you wanted.

Instead, its better to always buy goodybags by one of the safer methods:

If paying by voucher:

make sure you buy a single voucher, which can be for either giffgaff or o2. Do not allow the store to sell you two vouchers totalling the price of your intended goodybag
either dial 43430 and choose option 2 not option 1 then listen for the option to buy a goodybag from a voucher
or go to https://www.giffgaff.com/buy/goodybag, choose the goodybag you want and make sure you choose the option to pay by voucher
in both cases, when it confirms your goodybag is ready, restart your phone to ensure services come from your new goodybag

If paying by card or paypal

go to https://www.giffgaff.com/buy/goodybag
choose the goodybag that you want
choose how to pay for it
when it confirms your goodybag is ready, restart your phone to ensure services come from your new goodybag
check at https://www.giffgaff.com/profile/payment-details. If recurring goodybags is **on ** the same goodybag will be bought every month until you change or cancel it.

All of these options buy the goodybag without ever adding PAYG credit, so the phone cannot use up some of your credit leaving insufficient available to pay for the goodybag.