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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

Hello

I'm a new user of this service and its very good, did have problems on line trying to top up, but this morning all went along smoothly. just one point im getting an old blackberry changed from voda to G.G will i be able to use this service on it ect?

thanks

ray 56.

newcomer

wHAT  IS HAPPING TO MY GOODIE BAG I HADS IT ONLY FOR 2 DAYS AND NOW ITS WIPED OFF I DONT WANT TO GET ANOTHER £10 GOODIE BAG INCASE THAT DISAPEARS AFTER TWO DAYS AGAIN G/G YOU OWE ME £10 TOP UP I HAVENT USED GET IT SORTED I HADS BEEN TALKING EVERY ONE TO GET ON G/G AND NOW THIS HAPPENS I DONT KNOW IF I WILL BE STAYING ON HERE AFTER LOOSING £10 

newcomer

be quik please !!

newcomer

SORRY BUT 'ASK AN AGENT' SHOULD NOT BE SWITCHED OFF FOR NEW CUSTOMERS LIKE ME, I NEED TO REQUEST LIFTING OF OVER 18 SITES BAN, & I CANT DO THAT ON FURUMS, ALSO A FRIENDS SIM WONT EVEN ACTIVATE!! :(

newcomer

thanks for the update....i am new to giffgaff and experienced problems when activating my account and also when trying to purchase a goodybag....this left me wondering if i had made a mistake by switching to giffgaff....however after reading this blog my confidence has been restored and im looking forward to being a happy giffgaffer

newcomer

trying to check if my goody bag is on hand set tonight, BEING UP DATED showing, as my balance is only 00.80p, would like to know last top up going ahead tommorow. ray1956.

newcomer

I have paid and activated the SIM Card since 1pm yesterday. My room-mate who is staying with me activated last night and it could work immediately. We used the same credit card to pay. Can someone help? Thanks! Merry Xmas!

vanguard

@biker51 - what does your mygiffgaff page say and have you raised a case with an agent from your mygiffgaff page? Merry Christmas too :)

newcomer

trying to activate 3 more sims for kids done 2 fine but wont let me top up keeps saying bank as declined card but bank sayin card all fine any answers

 

vanguard

@chloeedwards - could try a giffgaff voucher (or O2 but can take a few attempts to work). Have you a different card you could try even?