Giffgaff's unclear policies?

talesfromtania

I usually purchase Giffgaff's £20 a month "Always on" Goodybag, which includes unlimited calls, texts and 6GB of 4G data, after 6GB you can still use data but at a reduced speed.

According to Giffgaff's own policy there is no limit to the amount of data one user can use per month, however there is a limit to the amount of data that can be used in a certain length of time, if you exceed this limit you are barred from purchasing the "always on" Goodybag in the future.

I have been barred from purchasing the £20 Goodybag in the future.

I contacted one of their agents and asked for specific details, what amount of data used in what length of time is considered a breach of Giffgaff's policy? - He said the agents didn't have that information, only head office did.

I asked him how could I find out this information - He said head office wouldn't share this information.

Can Giffgaff do this? Offer a "always on" Goodybag with an undisclosed limitation? - If you go over this undisclosed amount of data in an undisclosed length of time you will be barred from buying this Goodybag in the future.

Is this allowed?

custardy

talesfromtania wrote: »

I usually purchase Giffgaff's £20 a month "Always on" Goodybag, which includes unlimited calls, texts and 6GB of 4G data, after 6GB you can still use data but at a reduced speed.

According to Giffgaff's own policy there is no limit to the amount of data one user can use per month, however there is a limit to the amount of data that can be used in a certain length of time, if you exceed this limit you are barred from purchasing the "always on" Goodybag in the future.

I have been barred from purchasing the £20 Goodybag in the future.

I contacted one of their agents and asked for specific details, what amount of data used in what length of time is considered a breach of Giffgaff's policy? - He said the agents didn't have that information, only head office did.

I asked him how could I find out this information - He said head office wouldn't share this information.

Can Giffgaff do this? Offer a "always on" Goodybag with an undisclosed limitation? - If you go over this undisclosed amount of data in an undisclosed length of time you will be barred from buying this Goodybag in the future.

Is this allowed?

Of course they can.
You have had full use of the service for £20. I assume you were hammering the data as I used the same bundle myself.
If they posted the limits then many users would work to that limit.
This way they can monitor usage amounts and patterns to their tastes.

[Deleted User]

custardy wrote: »

Of course they can.
You have had full use of the service for £20. I assume you were hammering the data as I used the same bundle myself.
If they posted the limits then many users would work to that limit.
This way they can monitor usage amounts and patterns to their tastes.

Correct, I was just looking at their traffic flow policy: https://community.giffgaff.com/t5/Learning-and-giffgaffer-articles/Traffic-Flow-Policy/ta-p/12999304

There won't be a figure they can give him I suspect as it would be fluid based on the local usage perhaps (number of users and the capability of the system).

The OP is abusing the service and needs to pay for a bigger package.

talesfromtania

Colin_Maybe wrote: »

Correct, I was just looking at their traffic flow policy: https://community.giffgaff.com/t5/Learning-and-giffgaffer-articles/Traffic-Flow-Policy/ta-p/12999304

There won't be a figure they can give him I suspect as it would be fluid based on the local usage perhaps (number of users and the capability of the system).

The OP is abusing the service and needs to pay for a bigger package.

Abusing??

Perhaps if they don't want people to "abuse" their service they should make things a bit clearer. They should stop calling it "always on" and stop claiming there is no limit to the amount of data one user can use, when clearly there is!

If Giffgaff offered a package with more data I would buy it.

To say I'm abusing their service is incredibly offensive!

talesfromtania

custardy wrote: »

Of course they can.
You have had full use of the service for £20. I assume you were hammering the data as I used the same bundle myself.
If they posted the limits then many users would work to that limit.
This way they can monitor usage amounts and patterns to their tastes.

Fair enough. But I still think they should make there terms and conditions clearer to avoid any future misunderstandings. Perhaps they should set clear limitations.

d123

talesfromtania wrote: »

Fair enough. But I still think they should make there terms and conditions clearer to avoid any future misunderstandings. Perhaps they should set clear limitations.

It seems quite clear from the link above.

No, you are still free to use your existing data allowance as you see fit and your Always On data allowance will not be removed. We are simply improving the online experience for the majority of our members during peak times.

All members can use the full allowance of any goodybag they have purchased. However, members who are found to be in breach of our terms and conditions could be prevented from purchasing an Always On goodybag in the future.

Isn't that exactly what you say has happened?

talesfromtania

d123 wrote: »

It seems quite clear from the link above.



Isn't that exactly what you say has happened?

Yes, I've been barred from purchasing the "always on" Goodybag in the future.

No, I don't think their terms and conditions are clear enough. I've read through all the links they have emailed me and I'm still a bit confused.

They say their Goodybag is always on, they say that there is no limit to the amount of data one user can use. However if you do use an undisclosed amount of data in an undisclosed length of time, during peak hours 8am - 12am, then you will be barred. How are we suppose to know what amount of data in what length of time is considered acceptable or unacceptable. It doesn't seem very clear to me.

d123

talesfromtania wrote: »

Yes, I've been barred from purchasing the "always on" Goodybag in the future.

No, I don't think their terms and conditions are clear enough. I've read through all the links they have emailed me and I'm still a bit confused.

They say their Goodybag is always on, they say that there is no limit to the amount of data one user can use. However if you do use an undisclosed amount of data in an undisclosed length of time, during peak hours 8am - 12am, then you will be barred. How are we suppose to know what amount of data in what length of time is considered acceptable or unacceptable. It doesn't seem very clear to me.

The terms are linked from the above link. This is the relevant section:

3.5. Your use of the Services must be for your private, personal and non-commercial purposes. You may only use a device with an IMEI number associated with it on the Network and you will not use or permit anyone else to use your SIM Card:

a) in, or connected to, any other device including modems, dongles, tablets, laptop or desktop computers (as defined by giffgaff in its sole discretion from time to time), or in any other way connected to a PC (unless you are on a gigabag or a goodybag plan with a limited mobile internet allowance, are on our standard rates through airtime credit or have an Always On goodybag and are using data within your full speed data allowance). This includes using your phone as a Wi-Fi hotspot in order to connect multiple devices, and any other form of tethering activity;
b) For any form of automated usage of mobile services;
c) In such a way that adversely impacts the service to other giffgaff Members;
d) Fraudulently, illegally or in breach of any law or statutory duty;
e) To make a call or send a message, to take a picture or video or send, upload, download, use or re-use any material which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance (including to our staff) or a hoax, in breach of any Rights or privacy or otherwise unlawful;
f) To cause annoyance, inconvenience or needless anxiety as set out in the Communications Act 2003;
g) Other than in accordance with acceptable use policies of any connected Networks and any relevant Internet standards;
h) To generate AIT;
i) via a GSM Gateway so that the Service is provided via the GSM Gateway to third parties; or
j) To persistently send unsolicited communications,
and you shall, at all times:

What was your usage in that month? What device was the sim used in? And did you tether at any stage?

DCFC79

talesfromtania wrote: »

Abusing??

Perhaps if they don't want people to "abuse" their service they should make things a bit clearer. They should stop calling it "always on" and stop claiming there is no limit to the amount of data one user can use, when clearly there is!

If Giffgaff offered a package with more data I would buy it.

To say I'm abusing their service is incredibly offensive!

Not offensive at all.

Just move on, get a sim from another network.