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False positives with the roaming monitor

Started by: rhort
On: 17/07/2018 | 08:45
Replies: 6
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by: rhort
on: 17/07/2018 | 08:45

The element of the system monitoring roaming usage appears to be triggering a notification based only on a lack of usage in the UK; this has actually happened to me, but it's been more widespread lately, leading to a number of threads like this.

 

Is this something that can be investigated centrally, or is it a user setting issue? Perhaps a rewording of the notification would help here?

Message 1 of 7
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by: alex_w
community giff-staffer

on: 17/07/2018 | 16:24

@rhort Good spot - but as this isn't related to the community platform I'm going to move it over to Contribute and pass the feedback on to the relevant team.

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Message 2 of 7
by: figment_uk
on: 17/07/2018 | 20:29

@rhort

 

I've seen a number of complaints from members who buy a goodybag every month but don't use their phones to any significant degree, getting the message saying "we haven't seen you recently, so in 14 days time roaming charges will apply".   Surely buying a goodybag but not using it should be sufficient to allow EU roaming with a goodybag.

 

On another note, that message really needs rewording to make it clear that the impending roaming charges would only apply if  the SIM was actually used outside the UK, as some members that never leave the UK have received it and expressed concern that they are going to be charged extra for using their SIM in the UK.

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Message 3 of 7
by: suppers_ready
on: 17/07/2018 | 21:01

figment_uk wrote:

@rhort

 

I've seen a number of complaints from members who buy a goodybag every month but don't use their phones to any significant degree, getting the message saying "we haven't seen you recently, so in 14 days time roaming charges will apply".   Surely buying a goodybag but not using it should be sufficient to allow EU roaming with a goodybag.

 

 

This ^^^^^^^^^

 

Denying roaming to a continuously paying customer is madness, and very unfair. Whether the goodybag is used in the UK is irrelevant. The only logical conclusion in those circumstances is opportunist profiteering on giffgaff's part. Not remotely giffgaffy and time it was stopped.

 

 

Message 4 of 7
by: woodyuk
on: 18/07/2018 | 08:05

@figment_ukI'd also guess that as well as buying the goodybag every month the members will have the phone switched on even if they don't use it much so it will be connected to a UK mast which should be enough to prove the sim's location and so keep EU roaming entitlement active.

Message 5 of 7
by: harrrrrry
on: 18/07/2018 | 08:44

@woodyuk

 

Though checking using the phone location seems like a reasonable answer, that would give privacy concerns -- do members really want giffgaff to log their daily location, even if it is only a daily "was in UK" / "was not in UK" flag ?

 

Actually that question doesn't need an answer, because it's already a prohibited method so far as roaming regulations are concerned:

 

https://europa.eu/youreurope/citizens/consumers/internet-telecoms/mobile-roaming-costs/index_en.htm

Protection of personal data

Your operator is required to comply with the relevant personal data protection rules and may only use your data (which they already have for billing purposes) to check and compare your roaming usage with your domestic consumption.

 

So although phone location (when switched on) might be a better way to count days in UK, its not something that giffgaff can legally do and indeed giffgaff seems to be doing it precisely how the EU regs say it should be done.

 

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Message 6 of 7
by: woodyuk
on: 18/07/2018 | 09:22 edited: 18/07/2018 | 09:34

@harrrrrry thanks for that,given that giffgaff already collect and store our location data as mentioned in their privacy policy I thought perhaps we could have a "two birds with one stone" situation and use the same data for EU roaming entitlement but if the EU regulators don't allow it then it's a non starter.

Message 7 of 7