Knowledge Base

Dubious perhaps Misleading ggmail

Started by: jaymailsays
On: 16/08/2018 | 14:45
Replies: 15

by: jaymailsays
on: 16/08/2018 | 14:45

The marketing guys have been busy - just received 'Check out your monthly usage today.


Part of which glibly says:-


''Free calls and texts:
Remember, you'll get free calls and texts to other giffgaff numbers as long as you top-up at least £5 every 3 months.''


Since it is impossible to 'top-up'  £5 on giffgaff, you have to wonder why this myth continues to be repeated, month after month by marketing staff who should know better.


It is true that buying a £5 goodybag with fresh money (not credit) qualifies you for the free calls/texts perk on giffgaff but that purchase is not strictly a top up.


Can we have a rethink on how we could use clearer language in these types of emails, for the future?



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Message 1 of 16
by: wagstaffej
on: 16/08/2018 | 16:18 edited: 31/08/2018 | 20:27

Or, alternatively, just let us top up by £5.


If you can now activate SIMs with, and, subsequently purchase £5 goodybags, why not just drop the minimum top up to £5?


It's the single most popular idea in labs with 4841 votes and rising,£5


Now up to 4913 votes as at 31/8/18.





Message 2 of 16
by: shabazmoqsud
on: 16/08/2018 | 16:26

@jaymailsays agreed


The wording has to change members already get confused why make things worse



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Message 3 of 16
by: aksooter
on: 22/08/2018 | 22:34

Seriously confused about this.

Does one stop getting unlimited calls / texts with their goodie bags unless they top-up every 3 months, or is it only specific to gg numbers? 


Message 4 of 16
by: harrrrrry
on: 23/08/2018 | 00:21

Unlimited calls are not free calls -- you've already paid for them as part of your goodybag. So, you get more prepaid calls with each new goodybag -- regardless of whether you've topped up (for credit outside your goodybag) recently.


Free calls are specifically calls between two giffgaff numbers and you get them renewed for a further 3 months:


  • if you buy a goodybag (of at least £5) but it has to be bought by a card, paypal or voucher payment (goodybags bought from existing credit do not extend your free calls)
  • if you buy a topup (of at least £10)



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Message 5 of 16
by: woodyuk
on: 23/08/2018 | 07:49

I haven't seen the new and updated sims in shops packaging in the flesh yet but the old version used to have the same information printed on it which as you say is misleading because you can't "top up" £5.00.


Whenever I see situations like this a slightly worrying question springs to mind:-


How many giffgaff employees actualy understand how giffgaff works?

Message 6 of 16
by: giffgaff20147
on: 23/08/2018 | 07:54


Getting the facts. Rite in print is not giffgaffs strong point ,

happen they need to come on forum and learn 

Message 7 of 16
by: kath72
on: 23/08/2018 | 08:02
It’s misleading which at best leads to annoyed, frustrated customers. At worst could be considered false advertising and, as it’s not an accurate description of the product available, could be seen as a breach of some law or other!

Message 8 of 16
by: roxy_r
community giff-staffer

on: 23/08/2018 | 16:10
Thanks for the nudge! I have raised this with the team that handles the emails and they will work on changing it as soon as possible. It might take a bit of time to make sure we update it everywhere.
community manager in the Help&Support area
links Visit the community guidelines <Check the Knowledge base
Message 9 of 16
by: jaymailsays
on: 28/08/2018 | 16:03
Click to reveal

roxy_r wrote:

Thanks for the nudge! I have raised this with the team that handles the emails and they will work on changing it as soon as possible. It might take a bit of time to make sure we update it everywhere.


Hi @roxy_r In addition to the email situation the *100# service message similarly delivers this entire paragraph to smart phones.


"Your giffgaff balance is £0.00 it's free to call and text anyone on giffgaff when you top up by £10 or more every 3 months so get your mates on board."


As discussed prior, it is not the action of topping up but the application of new money to either the account or to buy a goodybag (that can range from/to £5-£25) that bestows the free calls/texts to giffgaff numbers for 3 months.



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Message 10 of 16