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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
giffgaff head-scratcher

Thanks Gregg, however I notice you made particular focus on Tablet devices and not using goodybags on them.

 

Does this now override the previous giffgaff policy/generally accepted status of use of goodybags on tablet format devices that are also mobile phones (Dell Streak, Galaxy Tab, Galaxy Note) ?

 

So can it be clarified it it is the format of the device or its capabilities that decide what is required ?

former giff-staffer

darrenpainter - that is a good question and I will get the official answer on that as I don't want to step on any toes there. Will probably be Monday now but I will upload the FAQ when I get it.

 

Thanks,

 

Gregg

giffgaff head-scratcher

Thanks gregg, because if the situation has changed it will catch quite a few by surprise who based their choices on the generally accepted definition that even Vincent had confirmed was OK in past posts.

 

If they lose connection by default through being picked up by these mechanisms that may no longer exclude those exceptions and are required to contact agents and then buy a gigabag to re-establish connection, it will severly impact them as they will still have live goodybags on their accounts

 

Look forward to the clarification when you have it, thanks

oracle

Thanks Gregg ... look forward to seeing the rest of it on Monday ...And as already mentioned by dp ..... clarification on tablet v phone use.

 

Interesting to see the actual timescales involved in the suspension / barring process. It certainly clears up why people were complaining of having more than one data bar in a short period of time.

 

Thankyou for the clarity of it. Man Happy

ddv
novice
To echo the above, clarity on mini tablets with phone functionality is crucial to me. A gigabag, given I use mine first and foremost as a phone, would not be economically viable.
top cat
@gregg - what's surprising me is the increase in members who have received warnings and/or bans over the last week or so. Far higher visibility than for a long time.

Had you eased off on taking action whilst the ASA investigation was ongoing, and is more rigorous action being taken again, or are we simply seeing much heavier use across the network now member's have been reassured the service is unlimited?
prophet

@gregg_b wrote:

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



Hi Gregg,

 

Unfortunately your most recent update still doesn't completely clear the process up for me.

 

I demand to know why agents were still sending messages stating that continuing to use high volumes of data will result in a permanent bar even after the ASA rulling? Have they been sorted out or do they still continue to send such messages to customers?

 

Jack.

prophet

@darrenpainter wrote:

Thanks gregg, because if the situation has changed it will catch quite a few by surprise who based their choices on the generally accepted definition that even Vincent had confirmed was OK in past posts.

 

If they lose connection by default through being picked up by these mechanisms that may no longer exclude those exceptions and are required to contact agents and then buy a gigabag to re-establish connection, it will severly impact them as they will still have live goodybags on their accounts

 

Look forward to the clarification when you have it, thanks



Legally the terms and conditions state a tablet must not be used, so anything advertised/classed as a tablet is breaking giffgaff's terms and conditions if used with a goodybag.

giffgaff head-scratcher

Agreed which is why yet more clarification has to be sought Smiley Happy

In the early days it was fine for giffgaff and it's team to operate a see no evil policy and or give tacit approval to certain devices, however we have now reached the point where without complete black and white clarification, then it leaves members confused.

former giff-staffer

Thanks for the great comments guys, as before, over the weekend, the Educators will be collating your questions/demands for Gregg to pick up on Monday, just to let you know what's going on, and to assure you we are listening, even though it's a weekend, 

 

Kind regards, 

Hazel.