Last days of Giffgaff??

inspace

I topped up yesterday and all was fine as always - been with them since the begining with 2 accounts (me and missus) only one problem last year when the top ups where affected for about a week. Other than that a great service for £5 a month each we even get free minutes when people ring us.

MikeWhite

peachyprice wrote: »

It's all good here, just logged into all three of my accounts, got in first time, everything is as it should be. Perhaps the 'gremlins' are yours?

I don't think so, found this on the community:

Update 8:50

Morning guys,

The iPhone App is now back up and running, the tech team are still working on the fix on the site issues so I will update the thread as soon as any further information is available.

neil40

The site issues with giffgaff i have to admit are unacceptable & are not good for promoting giffgaff.This is the major issue that lets them down.

LouLou

My attitude to GiffGaff is like TalkTalk, unfortunately, you get what you pay for with lousy CS.

My mum signed up with TT recently; the online forum said, NO she can't get internet and phone on their own, only the TV bundle. Customer service guy on the phone said YES.

She's got a modem and her service is up. No paperwork telling her what she's actually signed up for or what her contract is!

When on GiffGaff if you need an answer RIGHT NOW it can be incredibly frustrating not having access to the Community (like this weekend's site problems). Even getting on the Community means "Ask Agent" answers or telling you stuff you already know/copy pastes of what people have already said.

I only spend a limited amount of time on there helping/querying, otherwise I'd get a nosebleed from utter frustration.

diamonds

sounds like driftdraft these days...

neilcr_2

LouLou wrote: »

When on GiffGaff if you need an answer RIGHT NOW it can be incredibly frustrating not having access to the Community (like this weekend's site problems). Even getting on the Community means "Ask Agent" answers or telling you stuff you already know/copy pastes of what people have already said.

Yeah it's much better having to call premium phone numbers where you get put on hold for ages Then you get through to someone who knows less than you do :T

Oh and don't forget phone support is not quite 24/7 but neither is Giffgaff's website but it's not far off :T

LouLou

neilcr wrote: »

Yeah it's much better having to call premium phone numbers where you get put on hold for ages Then you get through to someone who knows less than you do :T

Oh and don't forget phone support is not quite 24/7 but neither is Giffgaff's website but it's not far off :T

Are you kidding me? You must be one of the lucky ones. EVERY time I've had to submit a query on the Community it's been like pulling teeth. I'd rather be put on hold to get an answer that day, rather than wait days and days for GiffGaff to actually listen and give me a precise answer!

Look, I will support GiffGaff for their cheap service and they're great when there's no issues but their Community is an example of the WORST Customer Service I've ever encountered. Agents give nonsense replies (try getting an issue resolved where each question involves a 24-hour wait for a reply. It's a game of chance also, if gambling's your thing..will it be a genius or a dunce responding?).

I've had many instances of rubbish from so-called Agents - and the days tick by with nothing happening. GiffGaff members on the forums have a core of cheerleading parrots who spout utter tripe too, just to get Payback.

I will say there are some lovely members who really know their stuff but the ratio of dim to smart is probably 80:1. I had to resort to BEGGING, yes, begging, to get my issues sorted out by an Educator, as Agents were sending me round in circles, a few months ago. Community members just c&ped other people's replies, said "Ask Agent" (never will two words make you see red such as those, when you're an established GiffGaff forum member), and told me things I'd already done days ago.

Some members even get away with "If you don't like GiffGaff then leave, bye" -type replies (or worse) to frustrated members which only disappear if you Report them. Hardly a friendly Community at times, either.

The last time I endured constant c!ck-ups, I was so angry I made an official complaint. I could give many more examples.

TalkTalk (who I'm also with) were voted Worst Customer Service Company in recent years, GiffGaff are on a par with them.

I won't stay with them forever. The last few months with them have been the worst for me (member of 2 years)..and I'm seriously eyeing up 3's monthly SIMs.

They really need to sort out the constant site problems, "gremlins" with top-ups, activations and unprovisioned SIMs (this has happened to me twice in the space of weeks and I'm thinking it's quite a regular thing), and whup the backsides of the rubbish members on there. Why are these not issues with other mobile networks?

As I said, I wish they did Live Chat.

Anyone on the outside looking in, browse through their Community and you will see what I mean...Enjoy the cheap service, but know that it comes with a cost.

Last time around I was without my mobile phone service for nearly 3 weeks. My Goodybag's time ticked away and I didn't get compensation. Just an email saying Sorry.

MikeWhite

LouLou wrote: »

Some members even get away with "If you don't like GiffGaff then leave, bye" -type replies (or worse) to frustrated members which only disappear if you Report them. Hardly a friendly Community at times, either.

I agree with much of what you say. These people, in my opinion, should have £5 deducted - reverse get a member bonus!
Mike

rwalton159

Just reading this on the GG site

On Saturday we had some serious problems with our website – from approx. 10am new SIM activations were delayed as were goodybag purchases and top-ups. From around 3pm to 11.50pm our website was also offline.

This was a wholly unacceptable experience for our members for which I can only unreservedly apologise.

Coming just after we had launched project Chrysalis, who’s #1 objective is to provide rock solid operations, it was a bitter disappointment to me and the team here at giffgaff – although it did serve to underline more than ever that the project was needed and focussed on the right things.

Under the auspices of project Chrysalis we are determined to prevent a repeat of the problem.

We have already decided to conduct a supplier review for our web hosting and, regardless of the outcome, have decided to invest in building a remote hot mirror of our website. Basically this is copy of our website that means that if it ever develops a fault there is a real time backup in place to take over. The work will start on this immediately and we’ll aim to implement in quarter 1 next year.

We don’t want our members to be out of pocket - so we are in the process identifying where members with delayed goodybags had to use our more expensive pay-as-you-go rates and will refund the cost in full. We’ll text those affected and refund to airtime balances by tomorrow morning at the latest.

Once again I’d like to offer my sincere apologies for outage on Saturday and thank you for your patience while we work on project Chrysalis to put things right.

http://community.giffgaff.com/t5/Blog/giffgaff-website-troubles-on-Saturday/ba-p/7023966

diamonds

rwalton159 wrote: »

Just reading this on the GG site



http://community.giffgaff.com/t5/Blog/giffgaff-website-troubles-on-Saturday/ba-p/7023966

Chrysalis ? Why name it after a EMI label going down the pan, tempting fate much ? lol

Why a company as big as Telefonica wont give its 100% owned GG division some webspace on o2 or Telefonica's servers beggers belief...all income is some income afterall !

Income is always effected by poor customer care, data outages & shocking online care (as Genie was when emailing back in the day), why GG did not have a mirror from launch beggers belief !