Considering that many people now have multiple devices and therefore need multiple SIM cards, I feel that the SIM activation pages are very unhelpful and need to be more user friendly and intuitive, thereby improving the member experience.
As it stands right now, a member with an existing SIM entering an activation code whilst logged/logging into their account is greeted by the SIM Replacement (SIM swap) page, with the very unhelpful statement:
"You cannot have two active SIMs. Activating a new SIM will deactivate your current SIM."
The member then has the option of continuing with a SIM swap, or backing out of the process. This results in members doing SIM swaps when they really wanted to change their number or register a second SIM, or backing out and not knowing where to go from here. This does nothing for the overall member experience, and causes members to become confused or frustrated by the whole process, and possibly them spending ages searching the knowledgebase or asking in the community.
I feel that this process could be much improved with a little modification to the current process flow, so that when an existing member enters the activation code from a new SIM they are presented with a series of option buttons or links, each taking or guiding them towards the correct path
I want to: Action
Move my number to a new SIM
Starts SIM swap procedure
Activate a replacement SIM
Explanation before starting SIM activation
Activate an extra SIM for another phone/device
Instructions to activate SIM on a new account
Change my number whilst keeping the same account
Instructions to change number via agents
Have an additional SIM on the same number
Explain this is not possible and give alternatives
Better overall member experience
Reduction in erroneous SIM activations, therefore reduction in cancellation requests
Reduction in Help & Support and agent questions relating to SIM activations
If you would like to see this idea implemented, please support it by clicking the button at the top-left of the idea
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Here's a idea brought to you by the bloke in the pub that I chatted to last night, don't know his name but here goes... Currently when you do a Google search for Capped SIM Cards you get a few ads and just one result: Tesco Mobile. Well with more and more scary media reports of people being billed thousands of pounds by accidentally leaving their data switched on or using their phone abroad, why not do a bit of SEO (Search Engine Optimisation) and get giffgaff up there on the results page. I'm thinking this would work the best with the £5/£7.50 goodybags at the lower end, which I've heard are much better than Tesco's similarly priced offerings. And once we have the possible new member landed on a giffgaff page, we can say something like: "If you only buy a Goodybag, then when you run out of your allowance it will stop and not run up a bill, and if you have remaining credit, that can be used but once that runs out you will not be charged further." "With giffgaff there are no shocking bank statements." Hopefully this would lead to lots of new members that otherwise wouldn't have chosen giffgaff and may have moved to Tesco Mobile. Please Vote for this idea by clicking Kudos. Cheers :) -Sy
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It's been mentioned in other threads by me and others, the need for more categories in the ask an agent process, I've decided to post the idea to try and nudge them into action and add it. Judging from the questions in the approved helpers quiz, giffgaff have made it clear they really don't like you using the " increase sim limit" workaround, this extra category, together with the option of actually putting the date in manually in any format you wish, will sort of cover all bases, and stop the need for advising people to use the increase sim limit workaround The extra main category needed is ACCOUNT AND DISPLAY ERRORS Sub categories. Being... Forgotten account details Access blocked/ suspended Balance not available/unavailable/incorrect Goodybag updating/ processing And on the top up pages A bank decline There's a problem with your account....ect You can only add credit at this time Then sub-sub categories from those if neccesery And as I mentioned earlier , change the date input field to make that you can put any date format you like without it bringing up an error
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On the http://giffgaff.com/unlock page, the list of phones once you pick a manufacturer isn't organised in any way. Just try to go under Samsung and use the drop down list to find a Galaxy S3, it's nearly impossible. By alphabetizing these lists, it will make it easier for people to identify their phone and therefore unlock it. It's a no-brainer! I found this issue when looking for a Galaxy Mini 2 that I was unlocking for a family member but had a nightmare trying to search for it in this box!
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Ok so I don't understand why giffgaff allow us to mark our own answer as the best answer. We are not allowed to give ourselves kudos so why is best answer ok? Alot of people mark their own answer as best answer when they have just put something like "sorted now thanks" if they have explained how they have sorted it so other people can see how it was done fair enough but the majority don't and I suspect a lot do it in the hope of tricking the system by having best answers against their name. So I propose that giffgaff stop allowing us to mark our own answer as best. Anyone agree?
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There's a massive debate, some public and obviously some behind GG closed doors about unlimited goodybags and data usage as it's so expensive. So why not publish the data usage figures? i.e. On the last day of every calendar month (or a couple of days after to allow the data to be collated and processed) publish the average data usage number for each goodybag type. So for example... Av Total Uage Av Daily Usage Top 10% Av Total Usage Top 10% Av Daily Usage £12 Unlim Goodybag 3,000mb 100mb 12,000mb 400mb £15 Unlim Goodybag 2,600mb 87mb 15,000mb 500mb This will allow members to see where they sit in relation to their usage and what the top 10% of users are using on average. Most members want to have unlimited internet but really don't want to abuse it, I suspect they would support removing the top 5% of member who are the worst abusers of data usage as this, from the comments staff make, seems to form a disproportionately high part of the cost for the network and at the end of the day this gets passed on to us all. Publishing statistics and giving members transparency on metrics allows the members to support management in the joint goal of an efficient network for the benefit of the members. Also publishing Peak and Off Peak statistics could help move abusive users to Off Peak times and thereby reduce network strain.
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(Ok here goes I'm pretty sure this wont go anywhere like my other ideas but...) I have a very simple idea about Ask an agent options which is encompassed in the title of this new idea^^. Currently we have these options under Category on the first page: - Mobile Services - Goodybags and Payments - Points and Payback - Transfer you number - Blackberry The line above the options says this: "Please give us as much information as possible. This will enable us to process your query quicker." I've recently had two issues come up that aren't anything to do with those categories. For one i was forced to use one of the catergories and in the information field had to say to ignore the data I had put into the questions because it wasn't anything to do with my issue. My solution is this: - Mobile Services - Goodybags and Payments - Points and Payback - Transfer you number - Blackberry - None of the above The next page of the "None of the above" option could be a question box, an information box and 2 warnings. The first warning that this option is only for questions unrelated to the other categories. The second warning that choosing this option could mean the answer/solution takes longer as it would take longer to categorise the problem . The question box is where you obviously put your question. This box could be linked to a search of the forums in much the same way as the search box on the ideas page has suggestions as you type. If those suggestions don't answer your question then the information box below is for you to provide as much information as possible. Thats it, what do you think? EDITED due to suggestion.
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I think a £5 minimum top up would be perfect for those who need a small airtime credit top up.<br><br>Those on recurring goodybags don't usually need large airtime credits sitting on their account balance.<br><br>Also members only need a small top up to purchase a new goodybag, I think a ten pounds minimum top up is too high.<br><br>I don't think it would be expensive to implement or administer.<br><br>It would also encourage more small top ups. It would also appeal to many users.
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While perusing giffgaff's phone purchase pages today, I noticed that there is the potential for the prices being quoted misleading some people.
On the page that lists all phones (http://giffgaff.com/phones), and on the overview page for certain brands of phone (for example, the one for Apple's various iPhones), the prices quoted are the ones for the phones with the smallest data capacity. It's not until you click through to the details about the phone itself that you see that larger-capacity phones cost more.
For example the Apple iPhone 5s is currently quoted on the overview pages (linked to above) as being "£525" (this is likely to change depending on when you read this idea), but this only applies to the 16GB version. Only this page makes it clear that the 32GB version costs £606 (subject to change) and the 64GB version costs £681 (subject to change).
So I think where phones are being sold that have different varieties within them where price is affected, the overview pages should display a price preceded by the word "from" (i.e. "from £525" in my example above), so that they cannot be seen as potentially misleading.
EDIT (05/07/2014): A possible alternative to the use of the word "from" that would be even more transparent would be to display the range of prices the phone will cost, depending on which is chosen, so to continue with the same example, this might be: "£525 to £681" . (Credit to @johncashman for this suggestion.)
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UPDATE: With GG announcing they will start selling handsets it makes sense now to implement this idea even more, GG with have to implement some kind of webstore for the phones anyway and it makes sense to implement this store idea in with the phone store. It may only be me, but I would like ways to promote or show off giffgaff, some people recently proposed stationary for school children, some people floated the idea of stickers for your phone, how's about an online store or something to sell giffgaff branded items. For example t-shirts, phone cases, stickers etc... THE FOLLOWING IS SOME BRANDED ITEMS WE COULD SELL.... So this is two ways it could work and the plus or minuses of doing it... 1. A store on the giffgaff website Easy access to all the products and info from the website and you wouldnt have to go to any other websites. The only downside is that it might need manpower to run the store. This is where the second idea comes in... 2. Amazon Fulfilled Im no expert on this but as far as I can tell this is how this works, giffgaff supplies the products to amazon, and amazon will handle shipping, and all the packaging and manpower for the products in return for a small fee (it is still profitable to do it this way). The only thing giffgaff would need to do is source and provide the products in bulk to amazon. Amazon is a trusted site and we pretty much all use it, the only issue is its not central to giffgaffs site. MORE INFO ON AMAZON FULFILLMENT: http://services.amazon.co.uk/services/fulfilment-by-amazon/features-benefits.html EXAMPLE | The Raspberry Pi foundation (a charity trying to encourage kids into computer science) started a "swag store" to promote the Raspberry Pi with mugs and some novelty items like "Babbage" the bear! You can see that here: http://swag.raspberrypi.org/ Advantages of doing this Well its simple, giffgaff branded profits which help promote giffgaff and turn a profit for the company. It's another way for the community get something they want/need which also helps giffgaff. All for one and one for all. WHAT PEOPLE IN CONTRIBUTE SAID: THEY FULLY SUPPORT THE IDEA IF YOU CAN SOURCE HIGH QUALITY PRODUCTS, THAT WONT MAKE THE NETWORK LOOK TACKY OR CATCH FIRE :) PLEASE SUPPORT THIS IDEA WITH A KUDOS AND YOUR OPINIONS!
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Hi, I have noticed a lot of people coming to the community with a problem with their balance, and/data usage, this is normally when the website or app says they have less credit than they do, a lot of these people are not very happy as they believe there credit has disapeared. I would like to add a note to balance amount shown, for example: "If you believe this amount is not correct, then please dial *100# for confirmation" I believe this would reduce the amount of customers that are confused as to why the credit has as far as they know gone. Thanks
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Hello, my mum got a new phone recently and I decided to get her on giffgaff. Part of the process is to transfer her number so that she doesn't have to send an annoying text telling everyone to change her number in their phones. After getting her PAC I went to https://giffgaff.com/support/transfer to transfer her number, this page asks us to select a date which we would like the transfer to take place. Currently this field contains some placeholder text telling the customer what format to put the date in, and since there is no real confirmation of the date selected, if you made a typo and put say 20/01/2014 instead of 10/01/2014 you could wait a week before you realise your number hasn't been transferred, and even when you realise this you won't know why as there is no confirmation that you have asked to port your number. The current transfer number date field, showing the placeholder text. So to reduce the chances of someone entering the wrong date, why not have a date picker instead of/ as well as a text form. Grey out unavailable dates like the current day and weekend/bank holidays, and if it's after 3PM grey out tomorrow. You could use a similar design to the event calendar. I think allowing the customer to pick a date off a calendar is more user friendly than them figuring out when they could port their number, and then having to put it in using the date format, any mistakes could be problematic. With a properly made date picker it would be impossible for the user to make a mistake.
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On the back of something I posted in this thread: http://community.giffgaff.com/t5/Contribute-Innovation-Promotion/Service-Updates-your-feedback-needed/m-p/8623052#M233533 t_will asked if I'd post it as an idea to see what the community think. I thought of the idea to implement the traffic light system for the service status in your area, but have it sit on your my giffgaff page all the time as a feature, and based on your postcode would tell you the service status in the area you live in. Something like this: (taken from the thread above) I feel this would benefit everyone, because as soon as you log in, it would be in it's own little section on your my giffgaff page, easy to see, easy to find, and you know exactly where you should be with the service in your area. It would prevent people asking if there were problems in their area and would be the first port of call if they had no service or signal etc, or people having to direct users to the o2 status website, as it would be at hand to everyone in their my giffgaff page, tailored to them as like I say it could use the postcode they have given on their account. Anyway I think it would be useful, let me know what you think too, thanks :-) EDIT: As shortylumber states below, this would also be very useful if it could also be implemented onto the mobile site in some way, so that users who do not have access to computers etc can also check on the status when they log in. EDIT 2: Another good addition to the idea, is that if a mobile site version were to be implemented, then it could use location based services to pinpoint where you are using the gps of your phone to tell you the status of the area you are in right now, such as what google maps does etc
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Just a quick one :) So when you click onto a banner to order a sim card it says a few things about giffgaff but I've just noticed that it says this : ''Free calls & texts to giffgaff numbers Keep in touch with your friends for free with unlimited calls & texts to giffgaff numbers.'' But no where on this page does it explain that you have to top up or buy a goodybag every 3 months to get these free allowances which could be very misleading to people that don't already know this! So I propose that giffgaff include this information on this page even if they just add an asterisk (*) with small print at the bottom of the page explaining about the 3 month top up rule. This should be there in the interest of fairness and it's very easy and free to implement! So if you agree that giffgaff should point this out then click the kudos button to show your support. Thanks :)
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So after the recent problems with the website. It has I'm sure come to everyones attention that when the website isn't working we only have a thread to update us however the problem I had was also effecting my ability to get on the community to read the thread so I propose if a situation like this should arise again. That giffgaff also send the updates on issues out by text. This would keep us all in the loop on problems even if we are unable to access the community like I couldn't. There were also a lot of posts of people asking why they couldn't top up etc so if everyone was informed of issues by text this would also hopefully cut down on these texts. As well as people who just plain don't use the forums and were trying to top up if we all got a text of service issues as well as an updates they would be kept in the loop too. So what do you think?
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I know this has been suggested before but with the recent shake up of the boards I think its time it was revisited. My suggestion is that threads that haven't had any activity for a set period of time (6 - 12 months) are locked to stop them being resurrected. If a thread hasn't been posted on for that length of time I think its safe to think that it is no longer of interest and more than likely more recent threads will have been posted with similar content. This will help to keep the boards tidy, allow new discussions to develop and stop old information being brought to the fore. This is primarily a suggestion for Social: General Discussion but could as easily be put to use on other boards too. The threads will still be there for people to search and refer to but no longer be able to be posted on What do you think?
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Hi everyone, I was watching TV the other day and I found out that websites what have award signs/logos must be clickable by law to the review. Currently, the ones on the giffgaff website are not clickable. T his will tell people (and maybe even future members) that they are legitmate and not fake. Making these clickable will show how good giffgaff is even more. I think this is a small improvement and it shouln't be too hard just to hyperlink them up. Please click the big orange Kudo button if you agree with me. EDIT: I have also noticed that the same awards are on the affiliate pages, with no links so they need to be added there too :). Thank you
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At the moment the existing lost SIM mechanism is advised in various pages such as help: http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/How-do-I-report-my-phone-and-or-SIM-lost-or-stolen/ta-p/3487407 and of course the main lost SIM page http://giffgaff.com/support/lost - these pages do not inform those who are about to disable their SIM for several days of downtime that there is an alternative available i.e. SIM swap - which will disable the old SIM and enable a replacement in minutes. I can't see any reason not to do a SIM swap when a SIM is lost, other than not having a spare GG SIM available of course, and many Giffgaffers do have spares... So the idea is: Propose the SIM Swap as an alternative to the lost SIM approach wherever the lost SIM procedure is described in the Giffgaff web site The benefits for those with a spare SIM handy are getting back up and running immediately instead of maybe a week without service - and the benefit to GG should be some saved money and effort in not having to process and post out a new SIM. Good idea? Any reason I may have missed not to recommend this approach? Edit - nate37 has pointed out that there may be some situations where a phone is stolen and needs to be blocked - so either the Lost SIM page could have a "block phone without blocking SIM" option added and/or perhaps Giffgaff could create an option in the SIM Swap page to "block a phone and perform a SIM swap". p.s. for anyone who has not yet caught up with SIM swap - more info here
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Comments on the pricing here: http://giffgaff.com/index/pricing, mostly under the "other UK numbers" button. Please confirm that "Premium calls" are those that begin "090, 091 and 098". Please confirm that "Corporate numbers" refers to those beginning "055". Please confirm that "Personal numbers" are those that begin "070". Please confirm that "Pagers" refers to numbers beginning "076". Please confirm what prefix "Special services" refers to. There is no clue in the price list. You list a price for "081" and "089" numbers. There are no such numbers in use in the UK. Please remove those from the list. Please confirm that numbers beginning 056 are "VoIP numbers". Please confirm the price of calls to helpline numbers beginning "116". There is nothing listed. Please also note that "123" is NOT the number for the "police non-emergency service". 123 is the speaking clock. Sorting the prefixes into numerical order will considerably boost the readability. Please fix the "£1.5" price to read "£1.50". The "Special services" item appears to be redundant and can be removed from the list. Please mention that calls, texts and MMS to Jersey, Guernsey and Isle of Man numbers are charged at a different rate, with a link to where to find that pricing information. Please add a link to more detailed call pricing for 090, 091 and 098 numbers. Update 2014-02-10: See the additional clarifications and example in this post. Please confirm standard mobile numbers are those beginning 071–075 and 077–079. Please add the voicemail number (443) for clarity. Update 2014-05-09: See the updated example page detailed in this post and directly after. a Please move the call prices for 084 and 087 numbers up to the top table to comply with Ofcom rules. Update 2014-05-25: See the additional thoughts and example page detailed in this post and directly after. c Please move the call price for 070 numbers up to the top table to comply with Ofcom rules. Please sort the various non-mobile 07 prefixes into numerical order and add a leading zero to each one for readability. Please move the non-mobile 07 numbers entry up to the top table so that it is next to the standard mobile pricing. Please add text confirming that calls to 084, 087, 090, 091 and 098 numbers are charged in per-minute increments. Please remove the duplicate entries from the £4 per minute 118 DQ numbers list and sort the remaining entries into numerical order for readability. Update 2014-07-24: See the: complete list of issues in this post detailing 33 changes updated list of non-mobile 07 numbers in this post updated list of £4 per minute 118 DQ numbers in this post updated example in this post example page mock-up in this post. The latest version of the downloadable code is linked from this post. d Update 2014-07-24: The premium rate services PDF price list suggests that 090, 091 and 098 calls are charged by the second after the first minute. Update 2014-07-31: An older price list found elsewhere seems to suggest that 055, 056, 070, 076, 084, 087 and 118 numbers are charged by the minute. Idea Issue Tracker
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