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Being charged for multiple messages

Started by: snoogz
On: 07/12/2018 | 18:10
Replies: 5
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by: snoogz
on: 07/12/2018 | 18:10

Hi there, due to the system problems yesterday my text messages were being sent numerous times. I would cancel the message after it seemed to send the first time (as text limit in goodybag reduced) but I would still be charged (from my goodybag) 3 or 4 times, I’d like to be reimbursed if at all possible or if I run out prematurely this month

Message 1 of 6
by: geu42
on: 07/12/2018 | 18:16
Yes, it affected credit users too, they were charged four times for sending one text because it went through multiple times.

The below link, for the thread in Announcements, tells you how to claim.

https://community.giffgaff.com/t5/Announcements/December-6th-s-outage-what-we-re-doing-to-say-sorry/...
Message 2 of 6
by: mitchell98
on: 07/12/2018 | 18:17

Hi @snoogz,

 

I would recommend checking out the following link, as @vespaash2 has released a statement, as well as a page being developed to claim: https://community.giffgaff.com/t5/Announcements/December-6th-s-outage-what-we-re-doing-to-say-sorry/...

Message 3 of 6
by: thunderdragon
on: 08/12/2018 | 00:27
ThunderDragon congas onto this thread.

I can confirm I had the exact same issue with my secondary SIM yesterday, which sent the same SMS twice (Not once, like I'd intended) and would've continued to resend the message had I not pulled the battery after the second went off device.

At a rough guess; The root cause of the repeated texts might've been the network not sending a "Success" response to the transmitting handset assuring it the message was en-route. Most handsets would "Outbox" the message and make repeated attempts to transmit it until a "Success" response was obtained from the network.

Of course: Each message that passes through the network (Whether the transmitting handset is aware of this/gets confirmation or not) gets billed for, which results in allowance or credit depletion as a result. :-/
+++ ThunderDragon +++
WARNING: The "Always On" GoodyBag does NOT offer unlimited data. More details Here.

i before e except after Firefox... Smiley Wink                                     German Sausage jokes: They're the Wurst!... Smiley Tongue
Message 4 of 6
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by: jt_21
on: 08/12/2018 | 16:31

@snoogz wrote:

Hi there, due to the system problems yesterday my text messages were being sent numerous times. I would cancel the message after it seemed to send the first time (as text limit in goodybag reduced) but I would still be charged (from my goodybag) 3 or 4 times, I’d like to be reimbursed if at all possible or if I run out prematurely this month

@snoogz

it was a bit manic with the outage and there is a goodwill fund in place should you wish to follow up on this, indeed texts we're going through multiple times, with confusing messages saying 'failed to send' whilst charging wise this would not matter if you were on a goodybag that had unlimited texts, it's rather different if you have the £5 goodybag with a quota of texts to use for the month, if you know how many texts have disappeared from your allowance,and it leaves you short for this month then contact the agent here

Direct link to ask an agent:
https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...

Please note: Our agents aim to answer all enquiries within 24 hours. Replies from our agents can be read and responded to from https://giffgaff.com/support/questions

 

Hopefully you will not run out of texts prematurely this month, I guess nothing spoiling if you have plenty left over, the outage itself was fairly disruptive 

Message 5 of 6
by: hazi3
on: 08/12/2018 | 18:29
Yes, same thing happened to me, the recipient kept getting the same message, even after I had turned my phone off after I sent the first one!
Message 6 of 6