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Changes and new features - helpers updates thread

Started by: giffgaff-team
On: 20/08/2018 | 10:14
Replies: 21
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by: h_henna
community giff-staffer

on: 29/11/2018 | 14:58 edited: 30/11/2018 | 19:14
SIM Swap Additional Security Step - 27th November 2018
 
Summary: We have added a text message confirmation when requesting a SIM swap.
 
Click to reveal
In detail:
We have added a  text message confirmation to the SIM swap process. After requesting a SIM in addition to the confirmation email we send to a members, we will now also be sending a text message to their old/existing SIM  notifying the member of the SIM swap request has been received.

If a member has not requested the SIM swap and receives this text message, they are also given the option to contact an agent immediately. 
For further information about this and some general tips on online security read our announcements thread here.
Message 11 of 22
by: h_henna
community giff-staffer

on: 14/12/2018 | 15:16 edited: 14/12/2018 | 15:25
Extended the cut off time for next day delivery on phone orders - 7th December 2018
 
Summary: As of 7th December members will have until 11pm instead of 10pm (Monday- Thursday) and until 7pm (Friday-Sunday) to place their phone orders and receive their phone the next day.
 
Click to reveal
In detail:
As you know, giffgaff offers free next day delivery on all phone orders. 
Here is a breakdown:
Phone order placed Delivery day
Between 19:00 Sunday and 22:59 Monday Tuesday
Between 23:00 Monday and 22:59 Tuesday Wednesday
Between 23:00 Tuesday and 22:59 Wednesday Thursday
Between 23:00 Wednesday and 22:59 Thursday Friday
Between 23:00 Thursday and 18:59 Sunday Monday

For further information about this change read our knowledgebase article here.
Message 12 of 22
by: h_henna
community giff-staffer

on: 19/12/2018 | 10:59

UK Mail are now a part of the DHL Group- 19th December 2018

 

Summary:  UK mail, the service that giffgaff use for their phone deliveries  are now a part of the DHL Group. During the re-branding period you may notice one or both brand names appearing in your delivery updates.

 

 In detail:

Click to reveal
During the re-branding period (due to finish at the end of 2018) you may notice one or both brand names (UK Mail and DHL Parcel UK) appearing in any updates regarding your delivery. Please keep this in mind when collecting your parcel from your local depot.

 Further details about this can be found here: https://www.ukmail.com/news/news-article/2018/07/20/uk-mail-to-adopt-global-dhl-brand

Message 13 of 22
by: h_henna
community giff-staffer

on: 04/01/2019 | 17:31

Change in rate per MB whilst roaming in the EU and selected destinations with regards to our Fair Usage Policy - 4th January 2019

 

Summary: With regards to our Fair Usage Policy the rate for roaming in the EU and selected has been changed to 0.47p (£0.0047) per MB for data.

 

In detail:

Click to reveal
We have made some changes to our Fair Usage Policy which are as follows:
The roaming rate which had been 0.60p(£0.0060)/MB for roaming in the EU and selected destinations has now been reduced to 0.47p(£0.0047) per MB. This applies to members who have used more than 20GB on the Always on goodybag whilst roaming, along with other members using goodybags outside of the Fair Usage Policy.

We are in the process of updating the website to reflect this change. In the mean time, please have a look at our Fair Usage Policy for more details.

Message 14 of 22
by: h_henna
community giff-staffer

on: 31/01/2019 | 17:18 edited: 31/01/2019 | 17:19
Reporting phishing/smishing websites and text messages - 31st January 2019
 
Summary: We have created a new account @report_phishing solely dedicated to reporting fraudulent websites and text messages.
 
In detail:
Click to reveal
In order to have fraudulent websites and text messages shut down immediately we have created a new account @report_phishing so the educators can treat these reports with high priority. We have turned off PM's to avoid confusion and aim to give our operations team full control of this account if the reporting method proves to be a success. Please keep in mind that members who use this method to report scammers will not receive an acknowledgement reply from the educators.
 
Message 15 of 22
by: h_henna
community giff-staffer

on: 21/02/2019 | 11:35

Ask an agent form name change - 21st February 2019

 

Summary: We have changed the ask an agent form name from 'account misuse' to 'account misuse and security issues'.

 

In detail:

Click to reveal
In order to make sure agent cases regarding security issues are going to the right place, we have made the wording on the agent form a little clearer. The form which was previously called 'account misuse' has been renamed to 'account misuse and security issues' so members who have experienced smishing/phishing can use this form to raise their case.

 

Message 16 of 22
by: h_henna
community giff-staffer

on: 06/03/2019 | 11:22
Telephone surveys- 6th March 2019
 
Summary: Some of our members will be receiving phone calls from Quadrangle who are conducting telephone surveys on our behalf.
 
In detail:
Click to reveal
Some members who have opted into third party marketing will receive a call to conduct a telephone survey from a company named Quadrangle on our behalf. They will identify themselves as Quadrangle and will not request any personal or financial details. They will explain the purpose of their research on the call and every member who is contacted will not be contacted again for another 12 months.
Click here to read our announcement about this.
Message 17 of 22
by: h_henna
community giff-staffer

on: 02/04/2019 | 14:44

Phone surveys via email - 2nd of April 2019

 

Summary:  Some of our members were sent emails on the 1st of April  to complete a short survey about their new phones.

 

Details:

 

Click to reveal

Some of our members who have recently changed their handsets will  or may have received an email about a 60 second survey on the 1st of April. We've had some questions about whether or not this is a genuine giffgaff email and we'd like to confirm that it is however, please advise our members to be mindful that we would never ask for their personal details in any communications we send to them.

 

Message 18 of 22
by: h_henna
community giff-staffer

on: 04/04/2019 | 12:23

Goodybag changes - 4th April 2019

 

Summary:  As of the 9th of May there will be a change in what we offer as part of our goodybags.

 

Details: 

£5 goodybag

Double minutes - from 150 to 300

Price move - from £5 to £6

 

£7.50 goodybag

Double minutes - from 250 to 500

Price move - from £7.50 to £8

 

All goodybags

Price move - from 2p/MB to 5p/MB for mobile Internet outside of your goodybag allowance

 

 

A visual aid:

 

price change.png

 

 

Click here for our announcements thread for further information relating to this topic.

 

Message 19 of 22
Highlighted
by: h_henna
community giff-staffer

on: 05/04/2019 | 14:47 edited: 05/04/2019 | 15:43
Call forwarding - 5th April 2019
 
Summary: For a short period we amended our systems to ensure we are following through with our terms and conditions regarding call forwarding. However, we have since reversed this change and aligned our terms and conditions to the way in which we implement call forwarding.
 
In detail:
Click to reveal
As per our terms and conditions, call forwarding was never to be included as part of our goodybag allowance. As a result, we implemented a change which aligned us to our terms and conditions. This change meant that members who used call forwarding from 20th March until 4th April were charged at 15p per minute from their credit when forwarding calls to a non-giffgaff number. As of April 4th, we reversed this change and updated our terms and conditions to ensure that members who are on goodybags have this included as a part of their goodybag allowance to UK mobiles and landlines. Members who are due refunds will receive text messages from us with the amount they have been credited.The message will be informational only so the members will not need to do anything further. As a result, there are no links in the SMS sent to members about the refund.
Message 20 of 22