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RESOLVED - Issue with the £25 Always On Goodybag Warning/Barring Message 20 July -12 August

Started by: simone_w
On: 14/08/2018 | 14:17
Replies: 33
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by: simone_w
community giff-staffer

on: 14/08/2018 | 14:17 edited: 26/09/2018 | 16:26

Hi folks,

 

I'm happy to let you know that this issue has now been resolved and that members who have the £25 goodybag should now be receiving the notifications they should be when they have used their goodybag in a way that is against our Traffic Flow Policy.

 

For more information on our Always On goodybag please have a look at our knowledgebase guide which is located here

https://community.giffgaff.com/t5/Using-giffgaff/Guide-to-the-25-Always-On-goodybag/ta-p/17070641

 

Regards

Dez

 

 

 

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Most Recent Update


16:26 - 26th of September 2018

Hi folks,

 

I'm happy to let you know that this issue has now been resolved and that members who have the £25 goodybag should now be receiving the notifications they should be when they have used their goodybag in a way that is against our Traffic Flow Policy.

 

For more information on our Always On goodybag please have a look at our knowledgebase guide which is located here

https://community.giffgaff.com/t5/Using-giffgaff/Guide-to-the-25-Always-On-goodybag/ta-p/17070641

 

Regards

Dez



14/08/2018 | 14:57
Hi Folks,

 

As you know, when a member has had usage on the £25 always on goodybag that affects other members, they are sent a warning email, advising the to restrict their usage. They will then receive a follow up email if they continue using data in the same way advising them that they will no longer be able to purchase the £25 always on goodybag.

 

We have recently identified an issue where these emails were not sent out as they should have been during the period 20th July 2018 and 12th August 2018. This means that members did not receive the warning email or the follow up email. This has now been fixed.

 

We understand that this will have caused frustration and annoyance to those members affected and we sincerely apologise for the inconvenience caused.

 

For members who did not receive the warning email during this period, they will receive the email tomorrow, 15th August. For members who were barred from purchasing the £25 always on goodybag between this period they will have the bar lifted.

 

This does not affect members who recieved the warning or follow up email before 20th July or after 12th August.

 

Anyone experiencing issues not covered here can find assistance from our members in the Help & Support forum.

 

Simone and the giffgaff community team

 

giffgaff Educator

Message 1 of 34
1 BEST ANSWER

Accepted Solutions
by: dez_d
community giff-staffer

on: 26/09/2018 | 16:27

Most Recent Update


16:26 - 26th of September 2018

Hi folks,

 

I'm happy to let you know that this issue has now been resolved and that members who have the £25 goodybag should now be receiving the notifications they should be when they have used their goodybag in a way that is against our Traffic Flow Policy.

 

For more information on our Always On goodybag please have a look at our knowledgebase guide which is located here

https://community.giffgaff.com/t5/Using-giffgaff/Guide-to-the-25-Always-On-goodybag/ta-p/17070641

 

Regards

Dez

giffgaff Educator

Message 33 of 34
by: giffgaff20147
on: 14/08/2018 | 16:39

@simone_w

Hello thanks for information 

seems like lot bans though since data was increased to 20gb 

lack of information on traffic flow when buying then thinking they can burn data all time like unlimited 

Mary

 

Message 2 of 34
by: xrturo
on: 14/08/2018 | 18:07
I expose on twitter , why I'm not able to use Wi-Fi

https://twitter.com/XrthurQueen/status/1029378137405227008?s=19

But the thing is I'm not just received a email warning, I'm receiving text messages with the same content and is hostile to be honest.
Message 3 of 34
by: keirups
on: 14/08/2018 | 18:28
Hi @simone_w -- does this include people receiving the email by "mistake" or are the emails justified as per giffgaff's policies?
If you liked my post or it helped you, please click the + button next to "Kudos" or the "Best Answer" button if I solved your issue Smiley Happy
Message 4 of 34
by: dariusking42
on: 15/08/2018 | 10:54

thank you so much for this information! I hope that I am going through the same issue as I don't remember receiving any notification about my data usage, so if I did get banned and it isn't lifted I would be very disappointed. hopefully it'll be fixed soon though. I appreciate this update, thanks! 

Message 5 of 34
by: mangowalk
on: 15/08/2018 | 14:29
thanks for the up date
Message 6 of 34
by: willsauto
on: 15/08/2018 | 14:53
never received anything at all
Message 7 of 34
by: willsauto
on: 15/08/2018 | 15:08
beginning to affect my work as everything cut off for two days
lost always on data too. been with it for 5 years , of course increasing data use is quite normal.
of course use it as an unlimited I dont mind its slow. thats the whole point
Message 8 of 34
by: willsauto
on: 15/08/2018 | 15:17
i received some text
Message 9 of 34
by: couly2018
on: 15/08/2018 | 15:57

I received nothing they have just perminently capped me to 256kbps which is also comming off my 20gb full speed data allowance.

Message 10 of 34