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Changes and new features - helpers updates thread

Started by: giffgaff-team
On: 20/08/2018 | 10:14
Replies: 36
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by: h_henna
community giff-staffer

on: 11/07/2019 | 11:30
Pop-up balance summary - 12th July 2019
 
Summary: As of the 12th July we will stop sending our members messages with a summary of their balance after making a call or sending a free text message.
 
Details:
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As discussed here, as of the 12th July we will no longer send our members a pop up message of their balance summary when they make a call or send a text message that was free. This means that our members will no longer receive 'Hi, your giffgaff balance is £XX.XX' after making a free call or sending a free text.
Click here to join the discussion in contribute.
 
 
Message 31 of 37
by: h_henna
community giff-staffer

on: 15/07/2019 | 16:44
Same day SIM delivery service trial - 16th July 2019
 
Summary: For 6 weeks we will be trialing a same day SIM delivery service across all postcodes within the M25.
 
In detail:
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As of the 16th of July 2019 we will be trialling a same day SIM delivery service across all postcodes within the M25. Orders placed from 12am till noon will be sent on the same day and orders placed outside of these timings will be sent the following day.

Orders will be delivered from 6pm until 10pm that evening and from 6-9pm members will be asked for a signature. For members who aren't in or from 9-10pm the SIMs will be posted through the letterbox.
Message 32 of 37
by: roxy_r
community giff-staffer

on: 23/07/2019 | 13:29

Goodybag refresh - 14th  August 2019

 

Summary:  As of the 14th of August there will be an increase in the data we offer for some of our goodybags.

 

Details:

 

Click to reveal

The £10 goodybag which currently offers 3GB data will be increased to offer 6GB data, the £12 goodybag which offers 4GB data will now offer 10GB data and the £15 goodybag which currently offers 8GB data will now offer 15GB.

 

 

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

 

community manager in the Help&Support area
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Message 33 of 37
by: t_will
community giff-staffer

on: 30/07/2019 | 07:20
Billing issue investigation - 29th July 2019
 
Summary: In 2018, a billing issue came to light that we have since fixed. Ofcom's investigation into this issue is now complete, and they have chosen to impose a fine on giffgaff for a breach of the General Conditions as a result. Members may be asking about how this came to light and what it means for them. 
 
In detail:
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In June 2018, a billing issue came to light that meant that some members, when buying a goodybag, would instead be charged from airtime credit for their calls or mobile data until their session ended, against what they would expect. When we discovered the issue, we put a fix in place, and began contacting and refunding the members affected. We also informed Ofcom about the issue and our actions since discovering it, after which they opened an investigation into the issue, what caused it, and what actions we had taken. This investigation is now complete, and Ofcom have taken the decision to impose a fine on giffgaff for the issue. This fine will come from giffgaff's profits from 2018, and will not affect giffgaff's pricing.

Members can still check if they were affected by this issue, and make a claim if so, using the web app at http://giff.ly/refundcheck and entering their details. As we only hold data records for a limited period of time, we were not able to refund some members, as we no longer hold the data to identify the refund amount or who to refund. We have estimated the amount of people and amount of money involved for the period of time that we no longer hold data, and we have donated this money to charities that our members have expressed support for in the past year.

You can read more in Ash's announcement post over here.
giffgaff community staffer - let me know if you want to chat about anything.
You can send me a message and we'll get rolling. Need a topic? Try here.
Message 34 of 37
by: h_henna
community giff-staffer

on: 01/08/2019 | 11:34

Changes to our pop up messages - 1st August 2019

 

Summary:  Members who make a call or send a text message that was free of charge will no longer receive a pop up message notifying them of their balance summary.

 

Details:

Click to reveal

As of the 29th July, pop up messages that were sent to members after making a free call or sending a free text message have been retired. This means that members in this situation will no longer receive this pop up 'Hi, your giffgaff balance is £xx.xx'.

Click here to join the conversation about this in contribute.

Message 35 of 37
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by: h_henna
community giff-staffer

on: 13/08/2019 | 10:04

Implementing multi-factor authentication - 13th August 2019

 

Summary:  To safeguard our members we will be introducing multi-factor authentication for members attempting to swap their SIMs or wanting to change the email address linked to their giffgaff account over the next few days.

 

Details:

Click to reveal

 As an increased safety measure, members requesting SIM swaps or attempting to change the email address linked to their accounts will be sent a verification code via text message and  we are looking to send these via email in the near future. Members will have to input this code when completing request for any changes on their account.

We will also be emailing all of our members updating them with this shiny new security capability that we have implemented along with some tips on how to stay safe online.

 

 

A visual aid on what the new journey's will look like:

 

Click to reveal

 

Screen Shot 2019-08-06 at 16.24.46.png

 

Screen Shot 2019-08-06 at 16.20.33.png

 

 

Click here for our Announcement on this.

 

Message 36 of 37
by: h_henna
community giff-staffer

on: 15/08/2019 | 09:48

Emailing our members on how to keep their accounts safe - 15th of August 2019

 

Summary:  We will be sending our members emails with information on account safety over the next few days.

 

Details:

Click to reveal
Just in case you missed it, we will be reaching out to our members via email over the next few days with information on how to keep their accounts safe. Along with this, we will notify our members of the shiny new multi-factor authentication feature we have introduced for members attempting to make a SIM swap or change the email address linked to their account.

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

 

Message 37 of 37