Stop martin lewis promoting giffgaff

sanpat

Hi all

I and many others have had very poor service when porting our numbers over to Giffgaff. The prices are cheap because they save on customer service so when things go wrong your in trouble as it is left to the online community to solve. However port in problems cannot be dealth with this way and agents use delaying tactic due to poor or no technical team

See my experience below

I have signal but cannot call out and more importantly nobody can call in-dead line. Account has no balance and inactive.

I have posted my experience on another thread but copied it below unedited. My agent threads have all dissapeared. I have complained via letter and e-mail tried getting educators to chase them but still no reply. I am a reasonable person and rarely complain but as you will see from below this is ridiculous


Written on 20th December 2011 updated 23rd Dec


I joined Giffgaff 1st December after activating my sim by topping up a £10 goodybag. On 03rd Dec I requested to port my O2 telephone number to Giffgaff and was advised by Chitralekha Menon on 04/12/2011 02.34 PM that this would complete on 06th Dec. On 7th Dec I still had no service and after complaining to Giffgaff Chrisr responded on 07/12/2011 12.26 PM ‘You will be glad to know everything has now been resolved’. My phone now showed service bars but the line was dead. I complained again and got response from Chrisr on 08/12/2011 08.48 AM advising me that my ‘current SIM has turned faulty’ and that I must bar the sim using the link provided by him. I could not understand how my sim had magically turned faulty as it had remained in the phone. Despite this throughout the day I kept trying to bar the sim but getting the message ‘Sorry, we can't process your request at this moment’. On 09/12/2011 02.52 PM Philip e-mailed ‘I have looked into your account and I can see that there has been an issue with your account updating since the number transfer’. ‘As a result of this your SIM is not working’. ‘However rest assured I have now sent this to our tech team to get this rectified so you may not need to replace the Sim’. Eleven days on I am still waiting for this to be resolved despite countless e-mails to Giffgaff. Every couple of days Conor e-mailed to say he was waiting for engineer response. The last message I received from Emmett on 18/12/2011 10.35 AM ‘We're constantly chasing for updates regarding your case and will continue to do so until we receive one’. ‘Unfortunately I have no further information to provide you but we will be in touch once we do’. On 21/12/2011 10.41 AM Emmett sent message 'account showing normal'. However a simple call in or call out would hav showed him the line was still dead. Chrisr then replied 21/12/2011 11.26 AM to tell me it would 'take 3-5 working days as it has been handed back to technical team'. On 21/12/2011 03.16 PM Phil messaged 'I have sent your case back to the tech team to investigate'. 'As this has been raised before it will be treated with priority'. Lorraine updated 23rd Dec 23/12/2011 04.18 PM at end of working day before Christmas holidays 'The technical team is looking into this now for you and I will get back to you with an update ASAP, apologies for the delay'. Very angry as I now know its not going to be resolved this year!
STILL WAITING


Unfortunately this is not good enough. I have been without a working phone for 20 days and have given Giffgaff more than enough time to correct the port in error on the account. I am self employed and need my active number for work. If you go to the giffgaff community website and type no service you will see many complaints about similar problems and those of updating/crediting goodybags. Theres no sacrificing price when you cannot use the phone

grumbler

How is he 'promoting' it?

If I search the main site or guides for 'giffgaff' I see it mentioned last time in March along with '3', tesco, orange and vodafone.
I don't get any results if I search the news and weekly e-mails.

Also, see his blog: "I've had terrible service, why do you still recom...

Antispam

Its not unheard of for all companies to have problems. They not renowned for there customer service but you cant beat them on price. If you phone is so important to you ie for business why are you still using them if you feel so strong about the lack of service?

sanpat

Problem is they have system by which they only text or call for PAC code. I have no service on my phone. The technical team have messed up the port in so am stuck. Thats why you should stay away. Martin should qualify that unlike the other companies he mentions who have a human at the end of the phone Giffgaff do not and problems will be dealt with online only.

andyyyy

The 'online only' customer service is well publicised and therefore you would have been aware of this when joining.
Having said that... I would not even consider using a PAYG phone as a primary business line.

Fortunately the 'stuck port' issue appears to happen to a minority but due to giffgaff's highly visible customer support people are more aware of it and assume it's actually worse than it is.
Not that any of that helps you though... I do hope it gets resolved for you quickly

sdduk

OP People only promote something if its good GiffGaff is good sometimes like all networks they have problems which take a bit of time to work out
i have had my GG Sim for nearly a year now and its been fine and there's thousands of people like me that are satisfied with there service

Its nothing to do with martin its the people on the forum that promotes the networks by answering questions from people like you

Its just the luck of the draw weather you get a good service or not.

sanpat

promote was probably the wrong word. He should at least advise of the major difference between the companies as he does when comparing bank interest rates and short term bonus offered. I know there are many who have had no problems but look at the forums on giffgaff and you will see many with porting or goodybag issues

sillybilly2011

I am a member of giffgaff and can say nothing but it's brilliant. i have saved so much money using this network! you need to take into account its only 2 years old and thats not long for a mobile network! it keeps improving and im sure they are trying there best. maybe u have a fauly sim.

RuthnJasper

I can't see how Martin Lewis is directly responsible for any of the issues outlined above.

He also recommends services and options for those with young families - I'm unmarried and childless - but I wouldn't complain about his promotion of those things because they aren't relevant to me personally.

It's like having a go at the local Renault dealer because your Clio ran out of petrol!

sanpat

sillybilly-as you see from my posts above I have had 8 or 9 agents look into this. Chrisr mentioned a faulty sim then another Phil decided it was not. You have shown exactly why an online community cannot resolve issues of this nature yet we are directed to you for help by the agents. It frustrates the user more and is quite simply ridiculous as it does not work for port in's. They need to spend more money/time in sorting out technical problems because I am sure Orange Vodaphone have port in problems but they deal with it quicker and the customer is not aware of it as much

sanpat

ruthnjasper-I am not having a go at Martin but would advise the public with the simple line that there is no human support. Online only and therefore take longer to resolve. Adding that line would suffice.