on 16-06-2012 15:16
Hi guys, we have hired a contractor who specialises in the system used by the agents -
He has assessed the problems and thinks he knows the cause of the issues,
We will keep you updated with any progress made,
Thank you for your patience over the course of this issue,
Taking on board members feedback it looks like we have a second issue that's unrelated to the first one.
To help us investigate the second issue could members who are experiencing this issue please post the process they were going through when they discovered that the 'ask and agent' link didn't work for them.
For example: port, activation, top up etc.
Update on 05-08-2011 11:32
We continue to work on this but in the mean time if anyone is experiencing this issue please contact one of the Educators asking them to raise a case on your behalf.
Update on 17-08-2011 10:14
Thought I would post an update to keep you all informed as to where we are with this issue. The fact is there is no new news.
So far, we have identified that it is only impacting on a very small number of members and it appears this second issue was actually the first one but because it is so small it was not noticed until the larger one surfaced a few days later
We continue to work very hard on trying it identify the cause.
In the mean time we apologise for the inconvenience this may be causing and ask those who are unable to use the ask an agent link to contact an Educator who on your behalf will raise a case with an agent.
Please note, the Educators are not normally part of the support process and should only be contacted for support on this one issue. For all other support related matters members are asked to contact an Agent for account related support and for non account related support to ask the community in the Help forum.
Update (30/08/2011): Hello everyone, this issue is still being dealt with and we hope for it to be resolved very soon, we would like to thank-you sincerely for your patience. In the mean-time, if your agent link is not working, contact an educator and we will do our best to help you
Update on 02-09-2011 11:42
Our teach team have discovered that if a member activates a SIM, but never goes to ask an agent, requests a port-in, that member cannot ask an agent until their password is reset by an agent.
However, if the member activates a SIM, then goes to ask an agent, requests a port-in, that member can then ask an agent and a password reset is not required.
A possible fix has been identified although it will take considerable time to fully test and apply. We therefore hope to be able to apply the fix mid October.
We thank you for your patience and understanding whilst we continue to work on this.
Update - 12/09/2011 8:37
This is still with our tech team who are testing a global fix, we continue to pass on individual cases - but the number we are seeing has greatly reduced.
The 'agent link' issue is still being worked, as the problem is being caused by many different functions on the site, and we want to fix all of these before giving the 'all clear' and it takes time for full investigations to take place, we will update our members as soon as we get any news
For now, feel free to PM an educator if you are having problems with your agent link
for a micro sim go to http://apps.giffgaff.com/microgaff/directrequest.php?r=chubuking
Posted the link on fb and will attempt ( might manage due to Wilky on to one lesson ) the same for twitter
I was waitng for my old number to port over, which it shoulkd have done yesturday, having joined and requested this on Saturday. Having looked at my messages, one stating that 'it's easy to port your number'!!! I decided to ask an agent what was going on, but every time I click on the link a little white window flashes open and closed again, so quick I hardly see it.
pm'd Hazel22, but she had probably gone to bed by then, don't know how to find repliesif she has.