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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
newcomer

Why is there no phone helpline like with other networks?  I asked the stupid community about pix mms problem and been waiting two days for a reply.  I just want to talk to a person not a machine.  This community crap is really not working for me, I want to complain in the STRONGEST terms.  Cmon GG give us a helpline or are you to miserly to give us a helpline?

newcomer

Sick of seeing 'Gremlins' sick of half hearted responses to questions and sick of this network altogether, this thread from november re network problems....well done gg you sorted that one out really quick! this has been happening since I signed up and I really dont know why I didnt bail earlier...shall be looking about, may not get the deals you have but for sure there will be a better service than this

big cheese
No phone call centre is at the centre if the ethos of gg the community isn't always a best suit for some and in which case then maybe pming one person in particular and having a more direct conversation might be useful or at the worst leave Smiley Sad If you want to complain here is the link for that http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/Complaints-Code-of-Practice/ta-p/3... If you want your PAC so you can leave with your number then dial 43431 I don't know what your problem is but if its iPhone related I might be able to help and maybe I can also find another member to help you if its something else. Hope whatever it is someone can help you kniterella
big cheese
Sue the gremlins should all be sorted from yesterday have you tried clearing your cache and cookies ?
newcomer

what is the **bleep**..? i top up £5 my new giffgaff sim now my balance is 0.00  i didnt take ant calls.y you are cheating people.?

virtuoso

@thashi1 - The minimum amount you can top-up is £10. Do you have a number showing on your 'My giffgaff' Dashboard?

Dear gg users

 

My goodbag seems to have disappeared and it shows up as "updating goodybags"

 

Meanwhile it is charging me for texts and phone calls- ie using up the credit I have on my phone

 

Not pleased with this !!!

 

Any advice ??

 

Imran

newcomer

i have topped up my account but my sim stil isnt registered!

newcomer

i payed 3 days ago 10 pounds and now i dont have internet in my mobile, in my account put that i have 0MG data. i dont understand because i want to have internet,its necesary

newcomer
Well I'm not happy I've been waiting 22 Hours neally for my goody bag to process and I think if this is a problem which it clearly states then giff gaff shouldn't be able to take the money from my bank until they are ready to process my goodybag.The computers are not to busy to process taking your money are they....... I've lost work today aswel because self employed due to me having no calls ..txts....data and so onIVE been told turn phone on off on off this that and other still nothing o and I would love to tick the box below to notify me of email when some 1 replies to this but unfortunately I can't as I have no data to access them GIFFGAFF JOKE