Golden Goodybag and free giffgaff-to-giffgaff

jesi23

My husband is on his Second Golden Goodybag, and got a text the other day on his phone

Is there a problem with the Golden Goodybag not refreshing the free giffgaff-to-giffgaff calls and texts?

Or does the fact that to get the golden Goodybag you must have a recurring Goodybag mean that as they don’t NEED any texts or minutes also mean that the 93 days is not automatically triggered by it’s purchase?

_{_🤡}

johnrooney80

jesi23

I thought as its fresh add of credit, (goodybag) then you qualify.

I’ll seek clarification.

As indicative by below, goodybag should qualify…👇

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

can you ask hubs to dial star 100 star one hash

when’s expiration show for?

his goodybag shows here?

http://giffgaff.com/dashboard on history http://giffgaff.com/orders/history

Query further with Agent below ⬇️

http://support2.giffgaff.com/app/ask

iamkevinfromsingapore

jesi23

Hello and good day. You need not worry too much about the free calls within the giffgaff network as goodybags comes with unlimited minutes and texts. Since that is a recurring goodybag, don’t worry. Just use your device as normal.

Good Luck & Take Care!

danie00917

jesi23 Yes I found the same had second new Golden goody bag renew over night but still says Free giffgaff to Giffgamaff calls have expired.
it is set as recurring.

jesi23

He received his Payback (more than £10) on the 16th June as credit, which appears to be what qualified him for his 93 days of free giffgaff-to-giffgaff until 16/09/2020.

He pays for his recurring £10 Golden Goodybag by Visa Debit Card, so he is definitely using fresh money to pay for it! Both on 4th August and 4th September the £10 recurring payments were taken from his bank account!

But it is not just the message he received: he also checked his dashboard, and THAT says his free giffgaff-to-giffgaff will expire on 16 September 2020.

What is going on? _{_🤡}

sloz

jesi23
Hi, that’s interesting, it may well be a glitch relating to the golden goodybag

As a goodybag has unlimited minutes texts to all UK networks, and the goodybag is recurring each month
The free giffgaff to giffgaff allowances aren’t really relevent

alexmgg2

jesi23 But it is not just the message he received: he also checked his dashboard, and THAT says his free giffgaff-to-giffgaff will expire on 16 September 2020.

The Golden goodybag is still quite new, so there may still be some problems. Contact an agent and explain what’s happened, using the form here:

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-balance-incorrect/form/

Agents can take up to 24 hours to reply, but are usually a lot quicker. You will find their reply in the Messages from agents section at the bottom of your Dashboard page, see here:

https://www.giffgaff.com/support/questions

Good luck!

jesi23

I don’t know if this is a service issue as such or not, but I have just posted a thread in H&S about the Golden Goodybag not triggering free giffgaff-to-giffgaff calls and texts.

My husband is on his second Golden Goodybag (bought using his Visa Debit Card) and last previous input of ‘fresh money’ apart from his Goodybags was his Payback of over £10 paid as Credit on 16th June. The text informed him of impending expiry of his giffgaff-to-giffgaff on 16/09/2020 and this expiry date was confirmed on his dashboard. _{_🤡}

harrrrrry

jesi23

See https://community.giffgaff.com/d/33168462-golden-goodybag-not-resetting-giffgaff-to-giffgaff/4 where I’ve suggested:

Meanwhile until this is properly fixed, you and anybody who is likely to suffer in the immediate future as a result of free call expiry could try asking an agent for a discretionary 1p credit, which might extend the free calls and texts for another three months. Agents have done that in the past to extend the 6 month disconnection timeout when outgoing calls have been logged but the timeout has not been extended, so it’s possibly likely to work for the free calls extension too.

jesi23

sloz The free giffgaff to giffgaff allowances aren’t really relevent

Unless for any reason the member cannot afford to carry on the recurring Goodybag, in which case they might have thought, ‘oh, well, I still have my free giffgaff-to-giffgaff’ only to then discover it expired (as the text message notified him) despite adding ‘fresh money’ every month.

Going to the giff.ly/freeggtogg link as suggested in text message does not clarify this at all as it says buying a Goodybag by card, voucher or PayPal triggers the free calls and texts.

As a KBE I could edit the article to make it fit the situation, but that is not the point. I don’t just want to show what is happening; I want it to be clarified properly.

_{_🤡}

leedorney

From what i know and i may be wrong on this, is that you have to buy credit every 3 months seperate to doing the reoccurring situ’, as per the golden GB etc.. to get thyr free calls 🤔 as i was thinking of doing this cept im wondering about the conundrum..

jesi23

leedorney “every 3 months separate to doing the recurring”

This is not normally true. Back in 2015 when he joined, even the £5 Goodybag recurring reset the 93 days, and until this point, every other recurring Goodybag has reset the 93 days. If it is true, though, we need to update the article! _{_🤡}

jesi23

alexmgg2 The Golden goodybag is still quite new, so there may still be some problems

Thank you for your response. I am really wanting clarification, as I am part of KBE Group, and as the giff.ly/freeggtogg takes you to the article involved, it needs to be accurate. If it is a temporary glitch, we need to know that also. _{_🤡}

johnrooney80

jesi23

I’ve flagged an ed for clarification. should still qualify for free gg2gg, even from previous purchase take to Nov, not Sept.. Kb may need updating if DOESNT qualify, for whatever reason?

jesi23

johnrooney80 I’ve flagged an ed for clarification

Thank you, John. I have now posted a link to this thread in the KBE Group, the Helpers and the Service Updates thread, so I guess all bases are covered and I can go to bed.

He will have been one of the first members to get to this point, as if he had not bought a Goodybag from his balance, it could have been after buying the third Golden Goodybag rather than the second one that he would receive the warning.

_{_🤡}

johnrooney80

jesi23

sleep easy. nitey. hope hubs gets clarity tomorrow 🙂 👍😊

sloz

jesi23
Was the first golden goodybag set to recur rather than purchased to go live?

Has your husband started a golden goodybag early?
It’s likely that starting it early would override the glitch

jesi23

sloz Was the first golden goodybag set to recur rather than purchased to go live?

Yes. He had had a £10 recurring Goodybag, but as he was using his iPhone to HotSpot Zoom calls on his laptop, we had bought a £12 from his Balance (which had so conveniently been boosted by his Payback on 16 June). After that went live, we had reset the £10 Goodybag to recur.

We decided that maybe maybe he would need the £12 to recur instead of the £10, so just before the end of July, we went into his account to change the recurring Goodybag and saw he was offered the Golden Goodybag. Obviously the sensible thing to do if you are already recurring a £10 Goodybag is to go for the Golden Goodybag with only 1GB less than the £12 one. So on 4th August money was taken for his First Golden Goodybag, with the Second one recurring on 4th September.

So both were taken by the automatic recurring mechanism. There has never been a problem with any previous recurring Goodybags (ever since he started in 2015 with the Hokey-Cokey recurring at £5/month) always resetting the 93 days. It won’t be ready to ‘start early’ until much closer to the recurring date, as we are pensioners and he cannot really afford to waste the data he has purchased, even for such a benevolent exercise as this! _{_🤡}

sloz

jesi23
Thanks for explaining that,
It appears changing the recur to a golden goodybag and when that goes live, the system isn’t recognising that as adding new money.

My guess is,
that if you purchased a golden goodybag to go live that would reset the free allowances

And if you start a golden goodybag early, that would override the glitch and reset the free allowances as well

bubuna23

It is my understanding that to qualify for free giffgaff to giffgaff calls you need to add credit to your account. If you are on an unlimited call and text [golden] goodybag, it shouldn’t really matter. I just ignore the texts - all my calls and texts, giffgaff or other are included in my goodybag.

johnrooney80

bubuna23

trouble is, after the month, if you didn’t want to renew the goodybag, the system is not picking up that you should have qualified for free gg2gg calls/texts, so you couldn’t take month off, as its not registering the free calls qualification part…

jaymailsays

sloz It appears changing the recur to a golden goodybag and when that goes live, the system isn’t recognising that as adding new money.

My guess is that until the golden goodybag is available to all existing members, without the beta app, the free perk, will not kick in. Seems to me that with @jesi23 husband on a recurring goodybag, the only potential loss, is the long forgotten free video calls. Admittedly not all devices support them but a lot do.

harrrrrry try asking an agent for a discretionary 1p credit, which might extend the free calls

It doesn’t!

frpc

harrrrrry Meanwhile until this is properly fixed, you and anybody who is likely to suffer in the immediate future as a result of free call expiry could try asking an agent for a discretionary 1p credit, which might extend the free calls and texts for another three months.

@sloz @jaymailsays @jesi23
Thought you guys might want to know that getting 1p credit from an agent does not reset giffgaff free calls, even after refreshing the browser.

I cropped part of the text to edit out personal information.

johnrooney80

@harrrrrry 🙋‍♂️

this Thread… 😊🙏

jesi23

johnrooney80 this Thread… 😊🙏

Actually, John, @harrrrrry replied to my other post in ‘unreported service issue’ thread, and it has been merged with this thread, which is why the link is an anomaly. _{_🤡}

serving_n_a_j

My giffgaff-to-giffgaff calls and texts have been restored!

Problem solved!