Changes and new features - helpers updates thread
on: 20/08/2018 | 10:14 - edited: 03/05/2019 | 13:06
Hello folks,
We thought it would be useful to have a place where we can post our most recent help impacting updates so our helpers are up to date with everything and can give the best timely advice. Please subscribe to this thread to make sure you receive notifications everytime we post any new changes.
Regardless of any changes we make, there are somethings that will always be very important.
- The first is the wonderful advice from essie112mm on What does a great post contain:
Whether it's to help out or gain payback getting a Best Answer fulfils any motivation for posting on the Help Board, as posting anything less harms your reputation, rank or payback as a helper. A helpful answer may contain some or all of the element outlines below the breakline, but as a general guide when helping, think of ''CHAIR" as your check list. Hitting each letter mean you can't go wrong, and it's as easy as that.
C = clarity
H = helpfulness
A = accuracy
I = informative
R = relevance
If we are to help others in a meaningful way we need to think carefully about the content of the answers we post. For many members Help and Support is the first - and sometimes only - forum they will ever visit on the Community.
First impressions count 
It’s important that not only are we as helpers both helpful and supportive, but also that we present our advice and information in a way that’s clear, accurate and relevant.
- Punctuation and paragraphs giving a simple explanation of possible solutions to the problem. Ideally, there will be bullet points or steps listed in numerical order to make it easy for the original poster (OP) to follow a method.
- A friendly and approachable tone preferably without terms such as ‘m8’ and ‘my friend’ which some members find annoying or offensive.
- An individually prepared reply which shows the OP that their question has been read in full, understood, and answered with thought and their problem in mind. Sometimes a pasted reply is appropriate, for example when giving information step by step instructions on a method such as SIM swap, but in general it’s best not to become dependent on generic answers, especially if they include information unrelated to the question.
- A few appropriate questions such as, “What phone do you have?” or “Can you see an error message?” are useful because they make the OP feel as though you are communicating with them personally as well as draw out more information to help you and other helpers to solve the problem.
- Concise, relevant and easily understood information. If, for instance, a member asks how to turn off voicemail they’re unlikely to want a long, pasted reply advising how much the service costs, the number to dial to access messages, and whether the service comes out of their goodybag minutes. A long, wordy reply can be off-putting and difficult for the OP to sift through to find the information they need.
- Problem-solving solutions. A post which provides constructive help and suggestions to save contacting an agent is particularly helpful. There are however occasions when an agent is the only person who can help the member, so it helps to explain why and give the specific agent category rather than the general https://giffgaff.com/support/ask link
- If relevant, links and short-codes to help the OP navigate their way to the solution. For example, where to check for agent messages or local network service updates, how to obtain a new SIM or contact an Educator, check an account balance or top up using a phone.
- Additional information that shows the helper has gone the extra mile to help by the OP by researching their problem either on the giffgaff Knowledge Base or by googling.
- A blend of empathy with simple, constructive advice is sometimes all that’s needed to get the OP back on their way again.
- The second would be the direct links to the agent forms and where responses can be found, these are always more helpful than the general links.
Agent Responses:
https://giffgaff.com/support/questions
Agent Links:
- These links are also available in the knowledgebase article on When to contact an agent
Hit the subscribe button in the menu on the top right of this thread to make sure you are notified of any updates.
To keep this thread nice and tidy we are going to lock it but if have any feedback that you'd like to share with us, check out this thread.
Accepted Solutions
on: 19/09/2018 | 16:15
We do not believe giffgaff should need to modify their SIMs should we decide to support eSIM capability in the future.
Q2. In general, when will the eSIM launch?
We do not know when eSIM will launch as yet but, it will be available in the UK through an update later this year.
Q3. When it comes to giffgaff, will we have to wait for o2 to support the new eSIM in order to too?
This requires a conversation between giffgaff and o2. Unfortunately, this hasn't reached a conclusion yet but we will let you know as soon as we know more.
Q4. When will the iPhone's be available to purchase from giffgaff?
iPhone Xs and Xs Max:
Pre-order from Friday 14th September at 12.01am California Time
Available from Friday 21st September 2018 at 8.00am Local Time
iPhone XR
Pre-order from Friday 19th October 2018
Available from Friday 26th October 2018
Q5. Do you have a rough idea of what the monthly cost of the phone(iPhone Xr,Xs,Xs Max) would be?
The monthly price of the phone will depend on the size of the deposit and the length of the loan term. Assuming the lowest deposit (£25) and the longest term (24 Months) is selected the monthly cost will be the following for each model.
|
Model |
Handset Price |
Deposit |
Loan Amount |
Term |
Monthly Payment |
APR |
Total Cost |
|
iPhone XR 128GB |
£799.00 |
£25.00 |
£774.00 |
24 |
£38.42 |
18.9% |
£947.08 |
|
iPhone XR 256GB |
£899.00 |
£25.00 |
£874.00 |
24 |
£43.39 |
18.9% |
£1,066.36 |
|
iPhone XR 64GB |
£749.00 |
£25.00 |
£724.00 |
24 |
£35.94 |
18.9% |
£887.56 |
|
iPhone XS 256GB |
£1,149.00 |
£25.00 |
£1,124.00 |
24 |
£55.80 |
18.9% |
£1,364.20 |
|
iPhone XS 512GB |
£1,349.00 |
£25.00 |
£1,324.00 |
24 |
£65.72 |
18.9% |
£1,602.28 |
|
iPhone XS 64GB |
£999.00 |
£25.00 |
£974.00 |
24 |
£48.35 |
18.9% |
£1,185.40 |
|
iPhone XS Max 256GB |
£1,249.00 |
£25.00 |
£1,224.00 |
24 |
£60.76 |
18.9% |
£1,483.24 |
|
iPhone XS Max 512GB |
£1,449.00 |
£25.00 |
£1,424.00 |
24 |
£70.69 |
18.9% |
£1,721.56 |
|
iPhone XS Max 64GB |
£1,099.00 |
£25.00 |
£1,074.00 |
24 |
£53.31 |
18.9% |
£1,304.44 |
on: 08/10/2018 | 11:03 - edited: 08/10/2018 | 11:15
Your recent questions feature - 5th October 2018
Summary: We launched The New Your Question widget for members who post on the help and support forum.
Details:
A visual aid:
Here is the place to share your thoughts or any feedback regarding this.