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Unlimited Data Update

former giff-staffer
Following on from our previous blog about the recent ASA case, we wanted to give you more clarity on our current process for managing data abuse. 
 
In order for giffgaff to provide the best mobile experience for all of its members and continue to offer unlimited data allowances, it’s essential that we’re able to prevent usage which is against our terms and conditions. For ease of reference, we call all uses that aren’t allowed under our terms “illegitimate use”. This ties in with the ASA’s guidance on unlimited data but isn’t intended to suggest such use is necessarily illegal or bad, it’s just not something that our service can be used for.
 
We would like to share with you the process we follow internally in order to flag any potential illegitimate use of our network. We intend to post a full FAQ which will detail the entire process by the end of this week, however for now we would like to share a summary with you

 

  1. Detection: We have tested a number of devices and applications and we feel like anything over a 1GB/hour throughput is indicative of illegitimate usage, such as tethering. This level of usage isn’t always illegitimate, but it’s definitely indicative of it.
     
  2. Warning: When we see someone using that much data and after we’ve investigated it , we contact the member via email where we suspect that this usage was illegitimate. The member is advised that if their usage is illegitimate, they will receive a data bar, but at this stage this is just a notification. 
     
  3. Suspension: If the member continues their suspected-illegitimate usage, we will suspend their data services. The member is then able to contact an agent to re-activate their data services. They will be reminded of our terms and conditions, and upon confirming that they will not use the service for illegitimate purposes, their service will be resumed. If illegitimate usage continues, data access will be permanently suspended.
     
  4. Appeal: If a member feels that their usage was legitimate and that the conclusions of our investigations were incorrect, they are invited to follow the usual appeals procedure. We will then conduct a further review into the case. We do realise that mistakes can be made and want to assure you all that we take every appeal very seriously and conduct a full review.

 

We take being able to provide our members unlimited data very seriously. We’ve already shared some of the areas we are looking at to improve data usage on our network. As part of this we will begin a period of consultation with the entire community by the end of this month to get your feedback on a number of different initiatives which we’ve been working on for some time.

We’ve also heard your feedback and we’re reviewing our internal training and external communications surrounding our data terms and conditions. We hope to have this rolled out by the end of the week. 
 
We just want to take this opportunity to thank you all for your patience and understanding and look forward to opening up consultation with you at the end of this month regarding future plans.
 
Gregg

 

Updated 17/08/12

 

Hi all,

 

We have posted the FAQ today, as promised. It is missing a few example images which I will add on Monday, but content wise it gives a much more indpeth look at the processes we have around certain situations.

 

Can find it here.

 

Thanks,

 

Gregg

513 Comments
seer

@jay

 

one step ahead of u bro Smiley Wink

 

@andreww

 

seriously? i use too many minutes for that.. well, i do now, i never used to drop below 200 out of my 250 until the 1min connection charge came into effect :/

seer

@gregg wrote:

 

We just want to take this opportunity to thank you all for your patience and understanding and look forward to opening up consultation with you at the end of this month regarding future plans.

 

ooh i missed that bit Smiley Very Happy

good to be right

@ Gregg ,  

 

Thanks for the update and the information ,  I can understand the full reply taking a considerable amount of time ( but hope the the final conclusion isn't far away now ) , so It's nice to at least have an inkling of what's going on in the " back office " at giffgaff .


                       ____________________________________________________________________________

 

We wanted info from giffgaff ,  we asked to be informed as to what certain procedures  are , Gregg has now given an insight into  how things are progressing and the methods used to determine  the possibility of someone using data  in a way that does not conform to gg's T&C's , He has stated that there will be further communication in due time and that at that time the answers will be forthcoming , until  then  it would be a positive move if everyone could keep calm and be patient and be polite to each other ,  bickering between one and other  will serve no purpose and just cause friction in the community ..... So lets give  the network the chance to .......... Do It Right  .  

maestro

In my eyes this is a FAB not an FUP.

 

Smart thinking. Glad to see giffgaff want its customers to enjoy something. 

maestro

Mike Joe you haven't been tricked AT ALL.

 

This is to stop the data banning going out....

oracle
well hasn't this got interesting in here
newcomer

Thinking of changing from 3 to GG, but the only thing I am concerned about is the lack of tethering. I see some people say to buy a "gigabag", but I don't want to swap out the phone's sim card each time I want to tether and lose my ability to get calls and texts at the same time as tethering.

 

Why can't GG have a £3-£5/mo tethering addon that would allow you to use up to 2GB/hour or a couple of GB per day or something. Maybe even just allow tethering for free as long as you don't use crazy amounts of data (eg, no streaming HD movies), sometimes I just need it for general web browsing if the wifi signals are bad where I am. I think unless you are doing lots of streaming and downloading, 1GB/hour of data tethered is reasonable.

 

3 do unlimited data + tethering for £15/mo but their signal is terrible most of the time and their customer service stinks, please GG give us tethering!

 

This is the only reason I am concerned about switching and I know it is an issue for other people I know.

seer

@newbzors

 

there's an ideas section, you should post it in there

 

i really dont know but it may be possible, i mean, there's a £3 blackberry add on

seer

and to be fair, the no tethering was a massive bummer for me too when i first joined..

 

but..

 

the unlimited data meant i didnt have to tether, i can download massive files ON my fone Smiley Happy

 

then i found out about Payback..

 

done deal Smiley Happy

newcomer

@styly

 

Thanks, I'll have a look there.

 

I know 3 do it on some plans, they allow you to pay an extra £3/mo for unlimited data + tethering. I don't see the problem really as long as you aren't sitting on your laptop 24/7 downloading, what difference does it make if the traffic comes from the phone or a laptop? As long as it is not abusive (1GB/hour as they are stating now), why would it matter?