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Recent Problems with giffgaff’s service.

handy giff-staffer

Over the last couple of weeks many of our members’ experience of giffgaff has been a long way below the standards they deserve. Our website has sometimes been slow with things like topping up and activation whilst in the background some of our processes such as applying queued goodybags haven’t completed successfully.

 

There has been a knock on impact on our member services team – they have seen a big increase in queries related to the above problems and as a result have taken longer than we’d like to work through all the replies.

 

So the purpose of this blog is to explain what's happened and what we're doing to put things right.

 

The root cause of these problems is the rapid growth in members joining giffgaff and whilst this is good news from the businesses point of view I am painfully aware that as an affected member this is of little comfort.

 

And I never want giffgaff to be a business that prioritises new customers over and above existing ones.

 

So what are we doing to rectify the situation?

 

  • First of all we have stopped all of our direct response marketing – that’s the online ads and google search ads that drive new customers to our website. It means that we’ll connect fewer new customers but capacity for existing members should be increased so it will be easier to top up and view account details. We won’t re-start the marketing activity until we’re confident our service has improved.
  • We have scheduled upgrades to a number of components of our system which will speed it up – the most impactful one of these is due to be in place in 2 weeks time.
  • We have increased the number of agents in our contact centre by 20% - and we’ll keep these in place to cover for future growth.
  • We have instigated a daily operational review process with our suppliers and work with them every day on numerous small improvements and also use it to ensure that any faults or process failures are quickly rectified.
  • We will have a full blown operational review 1 week before we are due to launch Blackberry to ensure that we have a stable technical environment for it to launch into. If we haven’t we will delay the Blackberry launch until we do have stability.

I hope you appreciate from our actions that we are taking the current difficulties very seriously indeed and are doing everything in our power to put them right.

 

I will give another update in two weeks  time on our progress. All that is left for me to do is to say sorry to anyone who has been affected and ask for their patience whilst we fix things.

300 Comments
my sim has taken nearly 18 hours to acitivate and its still not done... should i worry or will it just be because of this problem? Smiley Happy
newcomer
my sim is still in the process of being activated three days on, and it still isn't completed??!!! very worrying situation; head office plz look into this matter. my partner, sda5746, is in exactly the same situation. we've invested 25 pounds between us in crediting the sims but are not able to use them!! HELP!!
trainee
Firstly being a relatively new member it's great to have some feedback regarding issues their causes and resolutions, def 'Kudos'. Re:"stopped all of our direct response marketing"... have you ever considered this could actually be a good (semi) permanent thing? By stopping or at least slowing down it allows us members to recruit new people, and gain the much sought after points (Cash), that would normally join up via the advertising links. At the same time this would slow down the growth allowing a steadier, easier to handle increase in customers/members, whilst not putting any strain on Giffgaff's finances benefiting ALL. I'm sure there is an area between not marketing/marketing that could be good for everybody concerned. Mmm now where can I bring this up as an idea?
augur

I mentioned something like this was going to happen about a year ago

 

take a look

 

http://tinyurl.com/75k37yl

newcomer

well i have tried giff gaff and come to the conclusion that without a customer services contact no giff gaff is nooooooooooooooooooooooooooooooooooooooooooooooooo good for me.i cant access my account it keeps saying wrong credentials and i no its not as i wrote them down topped up and now i cant even set up my goodybag.

so its back to vodafone.

newcomer

I activated my sim on wednesday but still have no bce showing. There are still issues. 

novice

Heard it all before with other mobile companies.

novice

If i ran my business the same way i would not have any customers very quicky.BUT if my customers have a problem i refund their money without making excuses.

                                                                  AFTER ALL THE CUSTOMER IS ALWAYS RIGHT ! 

                                                                                          (MINE ARE)           

augur
deerjohn wrote: "If i ran my business the same way i would not have any customers very quicky." You are being really unfair. Giffgaff isn't usually this bad; that's how it has managed to build up a reasonable customer base. I assume you personally do not write to your customers? Because spelling like that would have driven them away. "BUT if my customers have a problem i refund their money without making excuses." Could you tell me where giffgaff have said that they will refuse to give refunds? The customer is always right? Is giffgaff saying the opposite?