Last year (2015) we simplified our goodybag range. One of the challenges that came up in the pricing consultation then was to create a goodybag with more data but less minutes. We were unable to deliver it at the time and to be honest it's been bugging us ever since. The good news is we are now in a position to launch a brand new £10 goodybag on the 27th July 2016. What's included in the new £10 goodybag? Can I still purchase the old £10 goodybag? When does the offer end? If I buy it, what happens when the offer ends? What happens if I run out of minutes or data? How do I change my recurring goodybag? What's included in the new £10 goodybag? The new £10 offer goodybag comes with: 2 GB of UK data 100 UK minutes Unlimited UK texts Free giffgaff to giffgaff calls & texts For further information on free giffgaff to giffgaff calls and texts, please click here. Back to top Can I still purchase the old £10 goodybag? YES. The existing £10 goodybag will remain the best all-rounder for calls, texts and data and the new offer goodybag is best for bigger data users who are lighter on calling. Of course if you're big on calling and data then our £12 goodybag is still available with 500 minutes and 2GB of data. Back to top When does the offer end? At the moment we don't have a fixed end date, but we'll make sure we give everyone plenty of heads up when we have one in mind. Back to top If I buy it, what happens when the offer ends? If you decide to buy this goodybag, it will be available to you for a further full year from when the offer ends. Back to top What happens if I run out of minutes or data? If you run out of minutes or data, you'll be able to purchase your next goodybag early and start it right away, or use airtime credit at PAYG rates for calls or data at 2p per MB whilst using up your remaining allowances. For more information on starting your goodybag early please click here. Back to top How do I change my recurring goodybag? To change your recurring goodybag, go to my payment details or for further information on how to change your recurring settings click here. Back to top
Back in January, we launched a Member Survey with the aim of finding out whether there are any areas of Our Offer that we can simplify. Since then, we have shared some plans to update Our Offer and have been able to make some final changes based on community feedback. The output is explained below and the following changes will go live on 23rd March. Short on time? Here’s a summary: The price of a text will reduce from 6p to 5p Pay as you go data will be changed to 5p/MB (which will mean most members pay less on average) EU roaming data pricing will be reduced from 17p/MB to 5p/MB and roaming calls will be reduced from 16p/min to 15p/min The price of UK pay as you go calls will be changed from 10p/min to 15p/min, allowing us to align our UK and EU roaming pay as you go prices for the first time The Hokey Cokey goodybag will be simplified by replacing the ‘extra minutes’ with an increased minutes (125) and text (500) allowance I’d rather get into the detail, show me more: No problem. Following feedback from the Member Simplicity Survey, we wanted to make it easier to interact with Our Offer, with a focus on the following areas: Simplified pricing: Stepped pricing on calls and data make it difficult to track spend, so we’re replacing it with simple, flat pricing. Bringing into line pay as you go pricing at home and in Europe: For the first time, making a call, sending a text or using data will cost the same whether you’re in the UK or the EU. Remove tiered pricing: Hokey Cokey With the Hokey Cokey, the number of minutes that each member is able to use depends on the duration of incoming calls from non giffgaff members. This can make it complicated to track the remaining minutes allowances, but it can also make it difficult to communicate the offer to prospective members. In addition to this, we know that the majority of members don’t benefit from the additional minutes. For this reason, from 23rd March the £5 goodybag will come with a flat allowance of 125 minutes (which is nearly double the average usage on the goodybag) and we will increase the number of text messages that are available from 300 to 500 as well. Simplifying pricing on Pay As You Go data When asked about tracking your spend, you told us that managing calls and text is relatively easy, whereas data spend can be more difficult. Data currently costs 20p per day for usage up to 20MB, followed by 20p/MB for the remainder of that day. This means that the amount that you pay can vary wildly depending on when you choose to use data. We’ve been crunching the numbers to see how we can improve things and we’re pleased to say that we’re able to move to a simple flat price of 5p/MB which, for most members, will mean that you pay less for the data you currently use. Pay As You Go Price alignment at home and in Europe: Members have told us that managing spend whilst roaming is causing some confusion, so we wanted to take steps to make things easier, with particular focus on EU roaming. From the 23rd March we are making some changes to our voice and text pay as you go prices so that for the first time the price of making a call, sending a text or browsing data will be the same whether you’re in the UK or roaming in Europe. This includes changing the price of a call from 10p/minute to 15p/minute and reducing the price of a text from 6p to 5p. Summary of pay as you go changes: Current UK Price Current EU Price New UK/EU Price Data 20p per day up to 20MB then 20p per MB thereafter 17p per MB 5p per MB Call 10p per minute 16p per minute 15p per minute Text 6p per text 5p per text 5p per text If you’d like to have your say on these changes, check out our community forum.
The payback payout dates for December 2016 are fast approaching. Everything's going according to plan so far, and we really want to see this be the smoothest payback period yet. One thing we learned from the previous payback periods is that there were a few common errors that some members made which meant it was difficult - or even impossible - for us to make PayPal payments to those members. So, what were these mistakes - and more importantly, how can you help make sure that these mistakes are avoided? Simple - read this post carefully, then double/triple check your details carefully. Do you have access to your PayPal account? It sounds silly, however one common mistake in other payback periods was that member's gave us a PayPal address to pay out to that they later discovered they couldn't access for some reason. This one is easy to avoid: before giving us your PayPal details, verify that you can access it by logging in and checking all your details in PayPal. Have you given us the correct email address? We had a significant number of members give us slightly incorrect email addresses for their PayPal accounts last year, so make sure you check that you've entered it correctly as you would use it in PayPal. Check carefully for typos, as just one tiny mistake can prevent us processing your payment. The most commonly repeated error was getting the end of the email address wrong - such as giving us "firstname.lastname@example.org" when it should have been "email@example.com". Have you accepted the payment? Once we start processing payments to PayPal, keep an eye on your account. Last time around, PayPal required some members to accept the payment. It's really really, important to do this promptly. If the payment isn't accepted after a month, it gets sent back to us. We had a few payments returned to us last time out, so make sure you check to see if PayPal wants you to accept the payment. Open the spoiler to see what PayPal have to say about this... Why am I being asked to accept or refuse a payment I received? There are several reasons why you may be asked to accept and refuse a payment that was sent to you. Here are the most common reasons. You've received a payment in a currency you do not hold: The payment will show as 'Unclaimed'. If you 'Accept' the payment you'll be given 3 options: Accept the payment and convert it to your primary balance currency (usually British pounds). Accept the payment and open a secondary balance in that currency. Deny the payment and return it to the sender. You've received a payment but you don't have a bank account or card linked to your account: Once one payment is accepted, all future payments will automatically be accepted. Have you earned enough to take yours as cash? OK, it's another silly one - but it comes up every time. Don't forget that you need to have earned at least 1000 points (£10) worth of payback to be able to request to receive it as a PayPal payment. If you have less you'll need to do one of the following: Take it as credit. Donate to the community's chosen charity. When did you last use your SIM? Is it active? To receive payback, you'll need to have an active SIM on your account. This means you must have used the SIM within the last 3 months. It also means that if you have transferred your number to a different network and therefore deactivated your SIM, you won't be eligible to receive your payback. Unfortunately this also means that if your account is suspended due to the Lost and Stolen process being in progress we may not be able to process your payback. If you are currently waiting for a Lost and Stolen replacement SIM, activate it as soon as it arrives. Have you chosen how to receive your payback? Oh hey, I'll just throw this out there - but have you made your choice yet? The deadlines are approaching fast, so don't forget to log into your My giffgaff section of the website and make your choice. Heck, even if you're certain you've already made your choice ... it can't hurt to go and double check now, can it?
We thought it might be interesting for you to see what a report looks like when you click that send button and also to explain what you should be reporting and what you should not. This guide will teach you the following: What the community guidelines say on reporting How to report a post Going behind the scenes - what the Educators see What you should report and what you should not report Handy Links What the community guidelines say on reporting Community Self Moderation: The Educators role is not to actively moderate content; we therefore rely on community members to self-moderate by using the Content Reporting Link to flag any inappropriate content. Back to top How to report a post The first steps in reporting a post differs slightly according to whether you are in full view or mobile view. In full view Click on "Options" in the top right of the post you wish to report to open the drop down menu, and then click on "Report Content" or you can use the "Report Content" button located on the bottom left of every post In Mobile View Click on the "Report Content" button located at the bottom right of every post: In both views you will see the "Report Content" form. Fill in the text box to add a P1, P2 or P3 and a reason why you wish to report that particular post. You should explain within this box which guideline(s) the post may have breached. We've set up a brand new filter in our Reports system to prioritise them as P1, P2, P3 (P standing for 'Priority'). This can be broken down in the following way: P1 - Issues that needs addressing without delay. Suicide threats, real life threats and major service issues fall into this camp. P2 - Issues that need to be addressed ASAP but with an understanding that there may be a delay compared to a P1. Things like racism, homophobia, aggressive behaviour towards members, dodgy links to external sites etc. fall under this. P3 - Everything else Things like spam, gaming, pointless posting (for the most part), incorrect BAs and getting around the swear filter would be things that fall under this. For each of these categories we've set up our report system to pull through and ping an alert when it comes through. For this, we'll need your help when it comes to reporting by using 'trigger words'. For example, if you submit a report and use the phrase 'P1' or 'P2' this will indicate a high level of urgency and we'll get on it right away. The trigger words will be what will activate the ping, making things much more easier and efficient for us to deal with. Nice one. Back to top Going behind the scenes - what the Educators see The Educator dealing with the report will then act accordingly, PM'ing (usually) those involved - we then file them away under different folders for our Monthly Content Reports that come out in the first week of every month. Gaming the System Touting for Sims/Kudos Pointless Posts Incorrect "Best Answer" Thread in Wrong Forum Personal Details Tags Inappropriate Content Referred to Agent Back to top What you should report and what you should not report What you should report: Gaming the system - posts from users who you suspect are abusing the payback system by using multiple accounts to give themselves Best Answers or kudos. Touting for SIMS/Kudos - posts which are actively asking for kudos or solutions, it is fine to have this in your signature but not to ask in a post/topic. Pointless Posts - pointless/irrelevant posts or obvious spam. Incorrect Best Answer - if you spot a 'best answer' which is incorrect or if a user has accepted one of their own responses as a solution unjustifiably. Thread in Wrong Forum - If a topic has been posted in the wrong section, i.e. a Social: General Discussion post on the Help & Support board. Personal Details - If you see a post that contains personal details such as home address, email address, phone number. Incorrect Tags - If you see that a post has been tagged with an irrelevant or inappropriate tag. Inappropriate Content - Posts which are disrespectful to other users, profanity, advertising, naming and shaming and generally causing discord or disharmony on the forum. Agent Referrals - Posts where users are unable to submit a question to the agents, for trouble reading replies direct them to the following link: https://giffgaff.com/support/questions Educator Attention - Posts on threads where members are experiencing issues contacting an agent or where members are not getting their issue solved by an agent should be referred to an educator. You may use the report content for this purpose. What you should not report: Incorrect Answers - Answers in help which are incorrect. You should instead simply post the correct information on the thread in question. We cannot moderate every misguided answer therefore the community must educate others when necessary, this way also helps weed out false information and common misconceptions. The exception to this is if a particular user continues to post wrong/pointless answers. Duplicate Answers - We cannot actively moderate every single duplicate answer in a thread, but if it becomes excessive, especially from a specific user in particular, then feel free to report. Non Pointless Posts - It is important not to be too vigilant with posts that you deem pointless and is only really about spam or unhelpful answers in help. For example, you should not report posts in the Social: General Discussion board for being pointless, that's the point of this board. Back to top Handy Links What are the Community Guidelines? How do I contact a giffgaff Educator? View replies & respond to our agents Back to top
Payback is credited to the balance of the members who selected this method twice a year. The dates for the selection and payment can be found on the What's Payback? page. If your balance is not credited with your payback after this date then the most common reason is that you forgot to select the payback method in advance. If you forgot to make your selection in time for payback, please don't worry your payback will simply rolled over to the next payback payment period. Please remember that your payback will only rollover once, if you miss this the second time round your rolled over payback will be lost permanently. If you remember having selected the Credit option on time and we have announced that the payback payment is completed then contact an agent and we will have your case investigated by our payback team. Note that the payback points awarded for recruiting new members are paid out with the regular payback payments, every 6 months.
Payback is paid out in June and December each year, and credited in cash to the PayPal account of the members who selected this method. The dates for the payback payment can be found on this page. There are three main reasons why your payback points were not credited to your PayPal account on the expected date. The selection was not made in time The PayPal account is incorrect The PayPal payment has not been accepted Handy Links The selection was not made in time Towards the end off each payback period, giffgaff will announce the key dates by which you have to indicate how you wish to take your payback points. If you fail to make your choice by the deadline given in the announcement then your points will not be paid out. Unclaimed points from the payback period that's just ended will roll over to the next/current period. Unclaimed points from a previous payback period will be cancelled and you will lose out. Cancelled points cannot be recovered. Please remember that payback will only rollover once. If you miss this the second time round your points will be cancelled and lost forever. Back to top The PayPal account is incorrect If you: Provided an old PayPal account email address; or Mistyped your PayPal account email address; or Deleted your PayPal account and started a new one You will need to contact an agent. Please remember to provide all relevant details (including the PayPal account email address). If you identify the error and notify us soon enough, we may be able to modify the payment. This is not guaranteed so please contact us as soon as you spot the issue. If you are 100% sure that your address is correct and you made a selection for Cash in plenty of time, you should contact an agent and we will have your case investigated by our payback team. Agents will not entertain queries relating to unpaid payback until the end of the payout process, so you must wait until all payments have been made before raising a support ticket. Back to top The PayPal payment has not been accepted There are several reasons why you may be asked to accept or refuse a payment that was sent to you, here are the most common reasons; You've received a payment in a currency you do not hold The payment will show as 'Unclaimed'. If you 'Accept' the payment you will be given three options: Accept the payment and convert it to your primary balance currency (usually British pounds). Accept the payment and open a secondary balance in that currency. Decline the payment and return it to the sender. You've received a payment but you don't have a bank account or card linked to your account After having linked your bank account to PayPal, you need to confirm that you are its owner. Follow the instructions from PayPal's Self Help page. Note that once one payment is accepted, all future payments will automatically be accepted. Back to top Handy Links Guide to payback points Back to top
It is great to see you are looking to help giffgaff grow bigger by recruiting new members to our network and we can only encourage it. The number of free SIM cards for a single order is limited to 3 because our packs come in two models: SIM packs in forms of 1 (1 SIM in 1 pack) or three (3 SIMs in 1 pack). For this reason, we can't increase the number of SIM sent for a single order. How to order SIM packs Handy Links How to order a single SIM pack (1-3 SIMs) To order one of these packs, simply log in to your giffgaff account. From your giffgaff dashboard scroll down to the "Share the love" section and select “Order more SIMs” shown below: Now select if you wish your SIM's to be posted to you or to your new recruits address: Now Select How many SIMs you would like to receive (1 or 3): If you have selected for the SIMs to be delivered to you your address details will already be showing, Please confirm that these details are correct BEFORE you select "Send me the SIMs" Your new SIMs will be delivered by first class Royal Mail within 3 working days. Please note that during festive periods / adverse weather etc, there may be a slight delay outwith the control of giffgaff so please be patient. Back to top Handy Links Guide to Spread giffgaff Back to top
The payback points you earn during a month are counted every month. There is a cut off point which is the last day of the month, at midnight. Any payback points earned after this date will be counted in next month's statement. When are payback point statements issued? Handy Links When are payback point statements issued? Points statements are issued on or around the 5th business day of the following month, telling you what you have earned in the previous month, eg. the statement issued on or around the 5th would be for the previous month. The total you have earned so far for the current payback period is available to view about half way down your My giffgaff Page: The final count is made after the end of each of the 6 monthly payback periods. There are therefore two final counts each year, one on or around the 1st of June and the other on or around the 1st of December. Back to top Handy Links Guide to payback points Can I change the way I'll receive my payback? Back to top
You have earned payback points and are now wondering what to do with them. There are 3 ways to spend your points: Cash: your payback can be converted to cash if you reached 1000 points (£10) or more and can only be paid on a Paypal account. If you wish to cash your payback, make sure to have an active Paypal account beforehand, and give the right Paypal references when asked. Note that members under 18 can't use this method. Credit: your payback will be credited to your airtime balance, so you'll be able to use it to buy a goodybag or use it directly to make calls, send texts or connect to Internet. Charity: your payback will be donated to the 2 community-chosen charities. You can find more information on the selection process in the complete guide to payback. You can chose the method to spend your payback at any time. The selection closing dates are different for each method so make sure to verify these dates by consulting the guide to payback and the applicable Blog entry a few weeks before the end of the payback period to make your choice at the right moment. Note that you can make this choice right now. To select your method, log in "My giffgaff" and scroll down to the "payback" section. Click on "Choose today" to load the selection window. When you have clicked on the button corresponding to your chosen method, a new window loads so you can confirm your choice. Donating to Charity if you have not selected Charity giffgaff implemented fiendishlyclever's idea and created the giffgaff community's JustGiving page, so that those who take their payback as Credit or Cash can still donate to Charity via JustTextGiving or online, if they wish. JustTextGiving is a free service. There is no cost to you for sending the text message and your free goodybag allowance will not be affected - the only charge will be the donation itself. Handy links Back to top The complete guide to payback
This short article will guide you on how to change your payback method. Can I change the way I'll receive my payback? Selecting Cash (Via PayPal) Selecting Airtime credit Selecting to donate to charity Handy Links Can I change the way I'll receive my payback? The simple answer is YES. You can change the way you receive your payback up until we start processing payback. More information on the cut off dates can be found within the Announcements area of our website. To change your selection simply: Login to your giffgaff account From your giffgaff dashboard scroll down till you see the My payback widget (shown below) Click or press on the Change button (shown above) Now select which way you wish your payback to be paid (shown below) Now select the method below: Back to top Selecting Cash (Via PayPal) If you selected Cash via PayPal you will see the following screens: Please only enter your PayPal email address in this section. Back to top Selecting Airtime credit If you selected Airtime credit you will see the following screens: Back to top Selecting to donate to charity If you selected to donate your payback to charity you will see the following screens: Back to top Handy Links Guide to payback points What are the different ways to receive my payback? Back to top
As the mobile network run by you, were always looking to hear your views and use the information to help us to make decisions in the future. There are lots of places where you can have your say, from Labs and Contribute in the community section to the community consultations which we carry out before big decisions are made. As well as this, it is sometimes useful to speak to smaller groups of members and get a more detailed understanding of what you think about a given topic. These conversations are known as focus groups and they take some serious planning and expertise to execute them well. For this reason, we cannot register members who propose themselves spontaneously. We sometimes work with a third party company, who are real experts in this sort of thing and help to make sure that the maximum benefit possible comes out of the focus groups. You may therefore be contacted by them on behalf of giffgaff. If you have opted into our marketing options, then you might be contacted at some point by them and invited along to a focus group to let us know what you think about different topics. If you don't fancy it, then that's not a problem, but if you would like to come along then you can be sure that you will have a unique opportunity to help shape what giffgaff does in the future. These focus groups are usually very interesting for everyone involved, so we think you'll enjoy it.
In this guide we'll cover how to get an image into your posts on the giffgaff community. Whilst composing your post you'll be presented with a toolbar full of options. Select the button that says Photos to pull up your image options. You'll now be presented with a small window providing you options to upload an image to your post. If you wish to upload an image from your computer press Upload and a file explorer window will open up. Here you can search your computer for the image file you wish to upload. Once you have clicked open, the file is displayed in the window. You can now choose to align your photo to the left, centre or right. If everything looks OK then select Done and your image will be added to your post. If you wish to upload an image you've found on the Internet then click URL and paste the web address of the image. Once you have entered the web address press Done to insert the image. Your image has now been added to your post! You can continue with your post as normal or repeat if you need more images added. Back to top
The giffgaff Community operates a ranking system based on many undisclosed factors. As you participate in the community, you work you way up the ranking ladder. Ranking does not affect payback and if you make a good effort, you will get the same amount of payback as someone on a higher rank. giffgaff do not disclose the ranking criteria to avoid people 'gaming the system'. Member Ranks VIP former giff-staffer giffgaff headhunter giffgaff head-scratcher kung fu master ace of spades giffgaff to the grave giffgaff pensioner I was born right here Einstein a go-go mainframe R us plugged in I win the interwebs good to be right I am the matrix human databank unlikely to be wrong whatever I said... I'm right... just trust me... I ate the FAQ giffgaff, ergo sum I boldly went... helping the masses lives and breathes giffgaff big cheese top cat oracle soothsayer seer phenomenon enigma marvel prophet virtuoso augur mad scientist rocket scientist grand master mastermind sensei genius guru veteran maestro heavy hitter head honcho kingpin visionary professor expert counsellor coach guide governor mentor tutor navigator consultant aspirant motivator instructor exemplar vanguard pioneer chaperon pathfinder academic scholar graduate contributor supporter cicerone associate adept apprentice tipster helper steward student pupil dabbler rookie trainee novice beginner newcomer
Question How do I add a banner to my Community signature? Answer You can add a banner to your signature which appears in your Community forum posts; by default your signature is blank. There are actually two signatures you can change, one for the desktop view and one for the mobile view. Both of these signatures can contain plain text or HTML code and it is this HTML code that allows graphics, eg banners, to be incorporated into your signatures. The desktop signature area is 550 x 95 pixels and the mobile signature area is smaller at 310 x 80 pixels. The whole signature should not exceed the respective dimensions otherwise they will be trimmed to fit (eg if your desktop banner is 550x120 then the bottom part of it will be cut off). For your banners you can either use any of the giffgaff default banners or you can use your own. To use your own banner you need to host it on an external image hosting site, eg postimg.org or tinypic.com. Whether using the giffgaff banners or your own it is the URL to your chosen image that is used in the steps below. Use your creative talent, but avoid using content that might be copyrighted or belong to someone else. To change your signature(s) you must first log in and go to: Community > Preferences > Personal Profile > Personal Information for the desktop signature. Community > Preferences > Mobile for the mobile signature You will see texts boxes labelled Signature or Mobile Signature where you need to enter the text or HTML code for your banner. An example of the code using one of giffgaff's default banners is: Where you need to replace "[YOUR GIFFGAFF USERNAME]" with your giffgaff username (in order that you correctly receive payback for your affiliate link). If you have hosted your own banner's graphics on an external site, place the URL to your banner in the "src" field, eg: When finished click SAVE at the bottom of each page
A kudo is a way to give positive feedback to another member based on their initial post or reply. Why give kudos? How to give kudos - Desktop View How to give kudos - Mobile View What's in it for me? Handy Links Why give kudos? There's a couple of reasons to give Kudos – it’s good for the community and good for the member who is receiving the Kudos! It helps identify great posts, when you're scanning posts you can see particularly good posts/threads that have a few ‘Kudos’. Additionally, Kudos act as a way of recognising the time and effort someone has put in and encourages good discussion. The number of Kudos someone received also helps their community ranking. Back to top How to give kudos - Desktop View It couldn't be simpler. On the bottom right of every post you will see a star with a number next to it, just click on the star and you'll see the number on the left jump up by 1, showing you've given the member Kudos. Easy. Back to top How to give kudos - Mobile View In mobile view its a little different. The kudo button is located at the bottom of each post on the left next to the reply button, just click on the kudo button and you'll see the number jump up by 1, showing you've given the member Kudos. Easy. Back to top What's in it for me? Giving Kudos feels good, and if that's not enough, giving Kudos is built into some of the ranking formulas, so along with a whole bunch of other factors – it can help increase your rank and contributes to the person's rank who is receiving the Kudos, so not only are you helping others, you're also helping yourself! Back to top Handy Links Community Ranks Guide to the Community How do I mark a question as solved/set a post as Best Answer? Back to top
A profile badge is a panel that appears next to all your posts. What information is displayed on a profile badge? How to add a profile badge How to remove a profile badge What information is displayed on a profile badge? Your profile badge can show your community statistics including the following: By default (These cannot be removed) Your community avatar (picture) Your community member name Your community rank Your community registration date Optional Topics started Blog articles started Kudos received Best Answers received Back to top How to add a profile badge To add or amend your profile badge simply select Community from the top menu then Preferences Now select Personal Profile and then Profile Cards Or you can click here to be directed to the Profile Cards page. Tick the box next to "Display your profile card on your posts" Now select a background Now tick the details you want to display: Topics, Blog articles, Kudos & Best Answers Now click Save (Don't forget) All your existing and future posts will display a profile badge similar to this one: Advice If you have no relevant statistics in certain categories, then it is suggested that you do not select them to keep your badge to a more reasonable length. Back to top How to remove a profile badge If you no longer wish to have your profile badge displayed on your posts simply go to your Profile Card page and remove the tick next to "Display your profile card on your posts" Back to top
Have you ever wondered what the Knowledge Base is and how you could use it? If so, then this is the perfect guide for you. What is the Knowledge Base? Where can I find it? How can I use it? How is it managed? What can I do to help? Handy Links What is the Knowledge Base? The Knowledge Base is the place where we capture everything that our community members know about giffgaff so we can make it available to everybody. The purpose is to provide quality and trusted information on pretty much everything there is to know about giffgaff. As such, it's a part of the support giffgaff provides to its members. If there is anything you want to know about giffgaff's procedures or products then there is a good chance you'll find the answer here. By answering the most common questions it is helping out other members with their problems, whilst allowing others to deal with the more complex issues. Back to top Where can I find it? The Knowledge Base has been integrated into giffgaff's support so you don't have to look for it. When you are using the search bar in the Help page or in the Community the Knowledge Base articles are amongst the results - so you can always select the best answer. The answers from the Knowledge Base are identified by a dedicated icon: Selected articles are also available directly in the Help page. We also provide links to the relevant articles on the different pages of the website. On the desktop version, as you browse the Community forum, every page includes an FAQ button, enabling quick access to the Knowledge Base wherever you are on the forum. There is also an FAQ link on the Help page that loads the Knowledge Base home page. On the desktop version, each section of the Knowledge Base is also available by scrolling down the Community home page: From the mobile version, you can click on More and then KB to access the mobile Knowledge Base. Click on the section relevant to your question to display the list of articles. Back to top How can I use it? There are two ways to find the best article to answer your needs: With your favorite search engine. With the home page navigation. The articles are linked together so you can navigate easily from one article to another on the same subject. If an article did not answer all your questions, have a look at the Handy links section at the bottom to find all the other relevant articles. Tips: If you are using the search engine, just type the keywords relevant to your question. For example if you just joined and Internet does not work on your iPhone 5, just type "iPhone 5 Internet giffgaff". This way you are sure to find all the possible results. If you are helping other members, you can link to the Knowledge Base to complete and support your post. This way, you can provide a simple and straightforward answer to the community member, and let the Knowledge Base provide the detailed explanation. Back to top How is it managed? The Knowledge Base is the result of the shared efforts of the Community and giffgaff staff: Community members: They provide their knowledge and also their ability to spot everything which is missing or incorrect. Knowledge Base Editors: They edit content in response to reports from community members. Knowledge Base Publishers: They check edits made by Knowledge Base Editors to ensure articles remain relevant, accurate, factual and unbiased. The Knowledge Base Publishers may: Correct errors they find. Reject edits. Refer articles back to the relevant editor for correction. Publish revisions to the Knowledge Base. giffgaff staffers: They provide their insider knowledge and look after the overall consistency of the Knowledge Base. Members can escalate errors and omissions in a dedicated thread on the Contribute board, so they can be picked up by Knowledge Base editors and publishers, who are not just staffers, but also volunteer community members. The suggestions made by community members are discussed in the Knowledge Base Editors Group. The editors and publishers check if the suggestion has already been proposed. They also prepare the change so it can be implemented by a publisher or the Knowledge Base Manager. This publication step is used to make sure the content fits well within the rest of the Knowledge Base so it will be useful and easy to find by the community members. Back to top What can I do to help? The Knowledge Base is a living space and we are looking for constant improvements so there is a lot you can do to help. Link to it: Looking for information in the Knowledge Base is not natural to a lot of members. When you answer a question in the Community you can link to the corresponding article in the Knowledge Base. It will complete your post and advertise the Knowledge Base. Escalate missing or incorrect information: Each time you find that factual information is missing from the Knowledge Base, you have an opportunity to improve it. Report it in the dedicated thread on the Contribute board, detailing which information is missing or inaccurate, how it can be improved and why you think this can be useful to others. You'll be able to discuss it with the Community and the Knowledge Base editors/publishers by joining the Knowledge Base Editors Group to identify what is best for the other members. Become an editor: If you want the ability to directly improve the Knowledge Base, you can become a Knowledge Base editor. Any member can join the Knowledge Base Editors Group. Rate the articles: There is a rating feature at the end of each Knowledge Base article. Please rate the articles you read as it is a precious source of information to identify which articles are useful and which ones are not. If you found that an article is not really helpful, let us know what is missing and we will do our best to change it and add the details that are needed. Tag the articles: In order to improve the quality of the results in the search engine, you can help by tagging the articles. It will help present relevant results to the other members. Click on Add Tag... at the bottom of the articles. In the box, enter keywords which are relevant to the article, in the different ways possible (e.g. nanosim, nano sim, nano-sim), ensuring you separate each tag with a comma. Save your tags. Back to top Handy Links Getting help Back to top
Question How do I submit an idea to giffgaff? Answer As you go along being an awesome giffgaff member, enjoying the friendly community or free giffgaff to giffgaff - you might find yourself one day getting that feeling. An itchy niggle that causes your forehead to crease. You might experience something with us that makes you think "Why isn't this done this other way?" or read something elsewhere and think, "Why doesn't this exist on giffgaff?".. we call this 'Minding the Gap' and something wonderful happens - you get a great giffgaff Idea. You're not alone in this. In fact we have over 10,000 Ideas on the Board - with over 500 of them turned into a reality by giffgaff. Chances are, if you have a Blackberry, use a goodybag or gigabag, dialled your Voicemail number, performed a sim swap or ordered a nano sim - you are using a feature that only exists because our members thought of it. That'll be why we're the 'the mobile network run by you' Ideas Accepted/Implemented Apr 2012 Message new giffgaffers about donating old credit to charity – Accepted Turn off Gigabag Notices – Accepted Private Message Alert – Accepted More Enticing Rewards. More Choice for Members!!! – Accepted Archive Service Updates Board – Accepted Limit the *100*5# message to people on Hokey Cokey goodybag – Accepted Voicemail API – Accepted Improve pricing web page (CI &IoM) – Accepted Bring back the gifffgaff news room ! - Accepted Editing function (multiple users) - Accepted Strike through option on text – Implemented Change the FAQ page – Implemented Giffgaff should have official video tutorials – Implemented Forum rules/guidelines - Implemented May 2012 Forum structure (Categories) – Accepted The Giffgaff 'Big Get Together' 2013 – Accepted The top-tip banner above the topic lists – Accepted Giffgaff Quiz Night – Accepted My giffgaff' Redesign – Implemented Idea status review period – Implemented Change new envelope – Implemented Email/Notice when new "pop-out" SIMs are being sent out – Implemented Reconsider the position on gigagbags/tethering/combining with texts/minutes allowance – Implemented Change in the way duplicate ideas are handled – Implemented Super Secret Project Implemented Giffgaff Forum 'Jargon Buster' – Implemented Need an "Unexplained Charges" category in the new ask an agent form – Implemented An idea for the monthly Ideas Broadcast - Implemented June 2012 Keep the ability to queue goody bags when recurring goody bags are introduced – Implemented Settings to 2020 – Implemented State of giffgaff – Implemented July 2012 giffgaff nano sims – Implemented Incorrect advertising in the goodybag section about Queueing goodybags – Implemented Service update notificaton – Implemented Aug 2012 ** Official - NEW RANK - thread in Off Topic ** - Accepted Provisioning unused SIMs as replacement SIMs – Implemented Official PAYBACK thread on Off Topic – Implemented Images to be displayed inline on the mobile community – Implemented Larger avatars - Implemented Sep 2012 Nanogaff - giffgaff's community powered Nano SIM dispatch system – Implemented Better notification of changes / outages / things that affect all - Implemented Oct 2012 bbm add-on.. – Accepted Tethering warning on the unlimited data goodybags - Implemented Payback Local &National Charity Donations from June 2013 - Implemented Nov 2012 KB index to facilitate linking to KB articles – Accepted Test new ideas, changes , emails and other on live members – Implemented iPhone hotspot warning for £10 goodybag – Implemented SIM Abuse Link - Implemented Time to lock the comments on KB?- Implemented Stop the Affiliates Accounts of those who are Sending Incorrect Spam – Implemented Visable updating charity vote counter - Implemented Dec 2012 'Bounceback' auto response for all giffgaff outbound only email addresses – Accepted Look After the Pennies: The Pounds Do the Rest – Accepted Annual giffgaff new years honours thread but expanded catogories – Accepted VIG badge – Implemented Urgent review of all yellow on white text required - Implemented Sticky for - New year 2013 in off topic - Implemented giffgaffs employees - Implemented Jan 2013 SIM Abuse ( spam bulk orders ) – Accepted GiffGaff Staff Signatures - Implemented Feb 2013 Huge Study Abroad program for giffgaff to corner - Implemented Change error message for incorrect activation attempts in suspended accounts - Implemented The Great Giffgaff Egg Hunt - Implemented Mar 2013 giffgaff TV - Accepted BlackBerry hotspot warning for £10 goodybag and gigabags - Implemented Mailing system for upcoming competitions – Implemented Suggest my best bag widget/app - Implemented Apr 2013 Implement a Which? satisfaction rating badge on the website and leaflets - Implemented May 2013 Data leakage warning for people topping up credit. - Implemented Type in your country and up pops the pricing index - Implemented June 2013 Ban ***** links on the community - Implemented Notifications when your gigabag is low - Status: Accepted July 2013 Remove Adult restriction through credit card – Accepted Payback big red button press make a show of it - Implemented Parents section on the website - Implemented Notifications when your gigabag is low - Implemented Message new giffgaffers about donating old credit to charity – Accepted August 2013 Giffgaff Gaming night ... Re-branding (goodgame giffgaff) - Implemented Recurring goodybags on new accounts - Let the members decide!!! - Implemented Alphabetize phone list on Unlockapedia - Accepted Parents section on the website – Accepted Email/Notice when new "pop-out" SIMs are being sent out - Implemented Posting Guide Next. You might be a little worried about your first time. Don't worry, your community is at hand and is there to encourage you. Keep these tricks in your pocket and you won't need a sonic screwdriver. To 'Vote' for an Idea you press the 'Kudos Button' (see right), you click the arrow and this appears on the left side of all Ideas. It's powerful. It's this number of votes which shouts to us that the Idea is something the Community want. The more Kudos, the better. To Kudos (Vote) for an Idea is more powerful than posting the same Idea again (you can search to see if your Idea is already out there here) Your title is your Idea - the Who, When, Where, Why, How might change as members feedback to you, but the 'What' shouldn't be edited - don't worry, you can always re-post another Idea. (you can see an example here) Give a little, get a little - 'giffgaff' means mutual giving, so why don't you rummage about to find other Ideas you can support? Onward to giffgaff fame and glory, But have you thought about these other benefits? An implemented idea with giffgaff looks mighty fine on your CV. (For instance Sim Swap has so far helped over 50,000 members) Some of our members behind Implemented Ideas have changed the way 100,000s use their mobile. Including maybe your Dentist. To know you've had that impact on people. That's huge. Knowledge is Power, and along with taking part in the Ideas Board, you get to level up and learn about how different areas of the company run - what are you interested in? Marketing? Developing? Community? Activity on the Board helps add to your payback, which you can redeem as cash, credit or help a charity. (What's payback?) The Ideas Process Each idea will go through a life cycle that will be assigned statuses at each milestone. The statuses are explained here: When a Proposed Idea reaches 20 Kudos or more, we take it into our Idea Meetings with the gaffer and the Management Team, to discuss the Idea and it's comments from members - to decide it's fate. The Ideas Broadcast The Ideas Broadcast is a monthly blog on the Ideas Board bringing you guys information on what has happened in this month’s Idea Meetings, trends and members who deserve a shout out. P.s Let us know what kind of stats and information you want to see in the next Ideas Broadcast by posting an Idea and tagging it ‘Ideas Broadcast’ Here in the spoiler you'll find all the previous editions of the Ideas Broadcast! April 2012 Edition May 2012 Edition June 2012 Edition July 2012 Edition September 2012 Edition October 2012 Edition November 2012 Edition December 2012 Edition Jan 2013 Edition Feb 2013 Edition March 2013 Edition pril 2013 Edition May 2013 Edition June 2013 Edition July 2013 Edition August 2013 Edition Useful Links The Ideas Board Ideas Blog 2: Nov 2011 The Accepted and Implemented Thread Many thanks to hazel22 and the duplicator team for pulling this together! :-)
Icons displayed near threads.....What do they mean? Icons displayed near members' names.....What do they mean? Icons displayed on certain forum groups.....What do they mean? Icons displayed near threads.....What do they mean? Icon Description This means the thread is locked and you can't reply in that thread. You can kudos the posts that are in the thread but not reply. This means that this is a hot topic and many people are involved in this thread. This means that you have replied to the thread This means that there is a hyperlink contained in the original post. This means that there is an image contained in the original post. This means that there is video content in the original post. This means the thread has an accepted solution (Best Answer). Back to top Icons displayed near members' names.....What do they mean? Icon Description Staff - signifies that the person is an official staff member of giffgaff. Very Important giffgaffer (VIG) - a member that has assisted giffgaff in some exceptional way - not a staff member. Founder - a member that joined giffgaff in its earliest days - not a member of staff or the founder of giffgaff. Back to top Icons displayed on certain forum groups.....What do they mean? Icon Description This means the thread is locked and you can't reply in that thread. You can kudos the posts that are in the thread but not reply. This means that this is a hot topic and many people are involved in this thread. This means that you have replied to the thread. Back to top
If you need to report a message / post / thread within the forums, then please see this article: Content Reporting Guide. If you need to get in touch with one of our giffgaff Educators for any reason, then please choose one from the list below: _kara_ Click here to send a message alexandra_mg Click here to send a message aggy_agate Click here to send a message judd_r Click here to send a message prescilla_g Click here to send a message roxy_r Click here to send a message silvana_r Click here to send a message t_will Click here to send a message