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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 has my internet not been working for the last 2 weeks and I have paid for a £10 goody bag with all inclusive data but it is no use if I cannot access it, what is the problem and when will it be fixed as this is a huge letdown,

phenomenon

@bigjimbob, you'd receive more attention if you posted in the Help section of the community. But, have you installed the internet settings for your phone? do a search of your phone make and model on the forum, there are lots of guides out there

jb9
beginner

I've been abroad for the last couple of months and the automatic top ups have been working fine ;-(  Roaming certainly is expensive.

 

However, I apparently was left a voicemail a couple of days ago and failed to collect it.  Now my VM account is locked and of course there are no agents available to unlock it.

 

Having worked in telecoms R&D for over 30 years, it looks like classic bad system design, implementation and testing.  People always wondered why the Internet seemed to be a lot cheaper than traditional telecommunications systems.   Well the answer is in the quality.  The Giffgaff web site is a disgrace, even the emails seem to upset my Thunderbird email reader which thinks they are to be untrusted. 

 

I suggest that Giffgaff stop all their promotional activities, clever reports and whatever else on their web site and redeploy all their staff.  The good designers and testers to sorting out the operational systems and the marketeers etc. with a bit of retraining to boost the customer support team.  We don't need all these surveys, and interesting reports on this and that, what we do need is a working system and fast response when it isn't. 

newcomer

 

 

 is really bad  tow days I cant

Added a goody bag
every time

 

Sorry, there's been a error when getting your goodybag. Please try again later.

newcomer
The goodybag issue has been ongoing for months. The reasons for it, and the addressing of it going forward, seems to be ignored. You don't convince me that you are addressing issues when your customers keep risk being cut off because your payment systems are inept
newcomer

helpppp................why cant i text or call after i have topped up!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

sensei

Its now 3/12/11 and I'm still having problems getting my goody bag set up.  These are the problems that have been going since 15/11/11 - how long???

 

I joined GiffGaff because of the goodybag deal and now I can't have it.... I have been trying to set up for a number of days now - why hasn't this been prioritised?  Surely this could have been resolved by now!  I will try a couple more times then I will want my money back so that I can go to a provider that gives what it offers....

sensei

Looking at all these other comments perhaps I should just go to another provider.

 

This is crap service!! 

beginner
Thanx for your help I have recently been having problems with the giffgaff iphone app that allows you ro vheck your balance I don't know if this is also related to this issue but I hope it will be repaired soon.
ajh
dabbler

gaffer wrote:

Over the last couple of weeks many of our members’ experience of giffgaff has been a long way below the standards they deserve.

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. 

 

It is now two weeks and four days later, can we please have the promised update?