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Airtime credit charges

Started by: 52highst
On: 12/01/2019 | 14:46
Replies: 7
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by: 52highst
on: 12/01/2019 | 14:46

My statement shows deductions from my credit for 6 text messages all made from my phone while I was in UK and to UK numbers. This has not happened before and although it was only a small amount of money I’d like to know why I’ve been charged for what I thought was covered by the goodybag (which had plenty of texts left)

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by: padiho
on: 12/01/2019 | 14:48

@52highst Did you put an emoji or pic on the text, this would be classed as an mms which isn't covered by your goodybag 

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Message 3 of 8
by: bilal86440
on: 12/01/2019 | 14:48

@52highst

What number did you call? As not all calls or texts are included in goodybag allowances : A goodybag only cover UK landline numbers that start with 01, 02, 03, and UK mobiles starting with 071 to 075 and 077 to 079.

 

Any calls and texts listed in the table below are NOT included in goodybag allowances and are chargable from airtime credit. 

Picture messages (MMS) to giffgaff and other mobiles (max 300KB) 16p per MMS
Video calls to other mobiles 50p per minute
Numbers starting 084, 087, 09, 118
The call cost will be our Access Charge plus the Service Charge of the company being called. More info
25p per minute + Service Charge
Non-mobile 07 numbers, for detailed listing click here 20p per minute
20p per text
Sending premium texts. More info 10p to £1.50 per text
Receiving premium texts (price set by service provider). More info Up to £10 per text
Calls to personal numbers starting 070 50p per minute
Calls to mobile shortcodes (as advised by service provider). Free to £5 per minute

You can also check out this https://community.giffgaff.com/t5/Learning-and-giffgaffer-articles/Inclusive-and-non-inclusive-calls... link for a list of Inclusive and non Inclusive call, texts and services

 

You can use Saynote0870 site(https://www.saynoto0870.com/) where you can find landlines numbers for numerous 0842, 0843, 0844, 0845, 0870, 0871, 0872 or 0873 numbers, using this method the calls will be deducted from your goodybag minutes.

If you feel this is incorrect ask a giffgaff agent to investigate. To contact a giffgaff agent you will need to fill in the agent form here https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...

 
It can take up to 24 hours for a giffgaff agent to respond (agents work 7 days a week from 8am to 11pm).
 
You will see when an agent has replied in the "Messages: From Agents" box which can be found half way down the right hand side of your "My Giffgaff" page or you can access it direct here https://giffgaff.com/support/questions
 
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Message 2 of 8
by: padiho
on: 12/01/2019 | 14:48

@52highst Did you put an emoji or pic on the text, this would be classed as an mms which isn't covered by your goodybag 

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Message 3 of 8
by: sloz
on: 12/01/2019 | 14:51
@52highst
The fact that you say 6 texts, suggests you can see the totals on the spread the word section here
Http://giffgaff.com/profile/usage-statement

Is that the case?
Those ammounts are not necessarily what you've been charged for
They're ammounts you would save if the numbers were on giffgaff AND you were using payandgo rates

If you were using a goodybag, the information isn't relevant

To check any airtime charges look on the balance usage
(where it says data, minutes, texts, international, roaming)

Could you post the charge against each item
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Message 4 of 8
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by: aaronhank
on: 12/01/2019 | 14:56
MMS, international calls and non covered goodybag numbers charged from balance. @52highst
http://giffgaff.com/profile/usage-statement check your usage
Message 5 of 8
by: 52highst
on: 13/01/2019 | 08:38
Thanks,

I realised that they were MMS messages although I don’t know why a simple text reply converted to that format. I’ve disabled MMS on my phone so I should avoid accidentally sending such messages in the future.

Graham
Message 6 of 8
by: sloz
on: 13/01/2019 | 09:32
@52highst
Which phone do you have?
On the usage statement page
Http://giffgaff.com/profile/usage-statement
And on the balance usage
(where it says data, minutes, texts, international, roaming, premium rate)

What's the charges on the text total?
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Message 7 of 8
by: ktrina23
on: 13/01/2019 | 10:53

Hey @52highst

 

Calls & voicemail within the EU and selected destinations (charged in per second increments after first 30 seconds) 15p per minute
Receiving calls (charged in per minute increments) Free per minute
Sending texts within the EU and selected destinations 5p per text
Receiving texts Free
Picture messages (MMS) to a UK mobile 16p per MMS
Picture messages (MMS) to any other mobile 24p per MMS

 

Please note that you can buy goodybag equivalent to credit or less than that. So, before buying a goodybag always check the balance by dialing *100# on your phone.
You can check your payment history from your dashboard here
https://giffgaff.com/profile/payment-details

 

Thanks 

Message 8 of 8