Giffgaff 40gb for £20 PAYG isn't happening

[Deleted User]

The recently advertised 40gb data for £20 goodybag purchase for PAYG customers was supposed to be rolled out July 3rd. However customers, such as myself, have received the old 20gb data, not the advertised 40gb. Their user community forum doesn't know what's happening and my query to their customer service is yet to be responded to.

Anyone else experiencing this?

Chino

JSpicoli wrote: »

However customers, such as myself, have received the old 20gb data, not the advertised 40gb.

When did you order your £20 Goodybag? This morning GiffGaff's website certainly refers to the £20 Goodybag coming with 40GB of data:

"Roaming with a £20 goodybag
The £20 goodybag comes with 40 GB of data, of which 20 GB can be used in the EU and selected destinations. This means that after you’ve used 20 GB of data, you’ll be charged 0.46p/MB while roaming."
https://www.giffgaff.com/sim-only-plans

Did you order the Goodybag before today (3rd July)?

[Deleted User]

Yeah, the website says all kinds of great things but they are not delivering.

I'm a payg giffgaff customer and my top up happens automatically on the 3rd of each month via direct debit. This happens after midnight on the 3rd. My account has been updated with 20gb, not the advertised 40gb.

The Giffgaff forum has a few threads about goodybag top up problems across the board. Allusions are being made towards 'teething problems' and links to contact customer service have been shared.

And my account is still showing 20gb instead the the advertised amount. I'm giving them 24 hours to sort it out and then I'm contacting the ASA.

stragglebod

Apparantly you do have 40Gb but the dashboard is showing the wrong info
https://community.giffgaff.com/t5/Service-Updates/Goodybag-Refresh-Displaying-in-Dashboard-and-App-3rd-July-2019/td-p/23576706

[Deleted User]

Their customer service is trying to fob people off that the problem is fixed but the extra data is still not showing for many customers. Apparently the entire goodybag top up system was in meltdown today and probably still has a lot of problems in recovery.

Giffgaff is usually ok but when they mess up, they really mess it all up. Customer service is non-existant.

Frozen_up_north

40GB and unlimited calls for £20/month without being tied to a contract is pretty good. Maybe GG underestimated how popular this is and can’t afford the staffing costs to properly support it at that price.

[Deleted User]

GG appear to be having a lot of problems of late. They've restructured their pricing, raising prices for light users and increasing perks for higher spenders. Low spend customers are leaving in droves as other companies offer better plans. Higher spending customers are being messed around with as the company flounders with a botched upgrade.

Their customer service model is to push people towards a forum where customers exchange complaints and share guesses at how to fix things. It's very chaotic.

nick74

From what they are saying, everyone who qualified for 40GB of data has got 40GB of data. It's just their system is still incorrectly showing 20GB of data in some cases, despite the actual allowance being correct.

This does seem to be a longstanding problem with Giffgaff. Each time the Goodybag allowances change it takes them a while to update the app and account pages correctly. Despite that customers do usually receive the correct allowances.

Ian011

The problem appears to be that a renewal scheduled for "midnight on the 3rd" is actually processed very late in the evening of the 2nd and therefore takes place just before the new pricing takes effect. This has always been the case. Qualifying accounts are then manually adjusted with the correct information over the next few days.