Service Updates And Internet Settings

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  • 1/25 Questions

    What should you do if you think you've found an unreported Service Issue?

    • PM an Educator, they'll then take a look
    • Ask an agent, they will be able to look into it
    • Go to giff.ly/unreported. This is a thread with instructions on how to report it
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About This Quiz

Before you start, please ensure that you've taken the Intro Quiz. If you have not completed the Intro Quiz then we shall be unable to reward you for completing this one.
Anyway, relax and have fun; it'll only take about 10 minutes and if you don't succeed the first time, just give it another ago. There is no limited See moreto the number of times that you take this quiz, and as they say; practice makes perfect. NOTE: Please ensure that you enter your details correctly. Your name will displayed on the certificate (as entered here) and your giffgaff member name will allow us to know who took the quiz. Good luck!

Service Updates And Internet Settings - Quiz

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  • 2. 

    If you want to report a service issue using the Unreported Service Issue thread (giff.ly/unreported) what should you do?

    • Find 5 questions asked about this problem recently in the community

    • Post an idea of what you think the issue is and whom it might be affecting

    • Panic

    • Post links to 5 posts that are reporting the issue and explain what you think the problem is

    Correct Answer
    A. Post links to 5 posts that are reporting the issue and explain what you think the problem is
    Explanation
    It takes the Educators quite a bit of time to look into service issues and we need sufficient justification before we can raise it to the technical teams. If you clearly state what the issue is and give us some examples of cases then we can investigate this much more quickly and ultimately get the issue fixed quicker.

    Rate this question:

  • 3. 

    If there is an open service issue and members are asking about it in the Help section, which of these is the most helpful?

    • "There is an issue at the moment!"

    • "Here's a link [insert link] to the issue, it's affecting some people who [insert problem here]. they hope to solve it soon"

    • "It sounds like you're affected by this service issue, here's a link to it"

    Correct Answer
    A. "Here's a link [insert link] to the issue, it's affecting some people who [insert problem here]. they hope to solve it soon"
    Explanation
    Giving a link on it's own is good, but it's also important to remember to explain what is going wrong and why they should check the service thread. Just saying that there is an issue without a link or explanation is just infuriating for the member.

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  • 4. 

    If there is a service issue what should you do to help inform affected members about it?

    • Make a new thread in the Help section explaining what has happened

    • Direct members in every thread to the service thread and let them know what's going on

    • Direct members in relevant threads to the service thread and let them know what's going on

    Correct Answer
    A. Direct members in relevant threads to the service thread and let them know what's going on
    Explanation
    Please don't make a new thread, it will likely get buried in the Help section and members should be directed to the Service Updates section anyway. Post a link in response to questions that pop up about it and explain what is going on in there.

    Rate this question:

  • 5. 

    What does the amber indicator at the top mean about that specific service in a service thread?

    • Either the service is delayed and will be completed soon (e.g. their top up is delayed), or the fault is not affecting all of the members all of the time (eg intermittent, or limited geographically).

    • The service is completely down

    • Nah it's cool. Orange means "go" because giffgaff are quirky

    Correct Answer
    A. Either the service is delayed and will be completed soon (e.g. their top up is delayed), or the fault is not affecting all of the members all of the time (eg intermittent, or limited geographically).
    Explanation
    There is a problem with that service and we're looking into it. It's not affecting all members all the time though. Affected members should make sure they read the thread to check for workarounds or to see if there is anything they need to do.

    Rate this question:

  • 6. 

    What does "resolved" in a service issue mean?

    • The root problem that was causing this service to be unavailable has been fixed

    • The network is 100% tip top fine.

    • All members that were affected by this issue should now be able to use the service normally

    Correct Answer
    A. All members that were affected by this issue should now be able to use the service normally
    Explanation
    We won't resolve a thread until the members themselves are experiencing as normal. Even if the underlying cause has been dealt with we won't mark the thread as resolved until all members are fixed.

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  • 7. 

    What does a green indicator at the top mean in a service thread?

    • That specific service is available and no service issue should be affecting it for members

    • We fixed the underlying problem with that service, but some members may still be affected

    • We made that service completely eco friendly

    Correct Answer
    A. That specific service is available and no service issue should be affecting it for members
    Explanation
    If a green indicator is showing next to a service in the service thread it means that no members are affected by it. We'll never mark it green if some members are still affected, even if we fixed the underlying problem

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  • 8. 

    If someone wants to check the signal in their area, what link should you give to help them find it?

    • Status.o2.co.uk

    • Giff.ly/ggservice

    • Http://community.giffgaff.com/t5/Service-Updates/Find-out-the-service-status-of-your-area/td-p/4216841/page/1

    Correct Answer
    A. Giff.ly/ggservice
    Explanation
    Technically they're all the right answer as they all do exactly the same thing, but it's a good idea to keep people on the community so that they can find more help if they need it, rather than sending them to the O2 site. giff.ly/ggservice is more memorable than the long link though, so it's good to get in a habit of giving it out.

    Rate this question:

  • 9. 

    Why is the answer to the below question unsuitable?  Q: How do I get the internet working on my phone? A: Text settings to 2020

    • "Settings" isn't in quotation marks

    • You don't know what phone they have and so don't know whether it will work or not

    • You need to let them know why they need to change the settings and what to do if that didn't fix the problem

    • Settings to 2020 is no longer a correct answer. They should update their phone's software first

    Correct Answer
    A. Settings to 2020 is no longer a correct answer. They should update their phone's software first
    Explanation
    From 23rd April 2014 texting the word "settings" to 2020 will no longer send any settings through. Instead you should try to update your software and see if giffgaff is listed as a carrier.

    It's fine to offer this as a first troubleshooting step, but you need to walk them through manually configuring their internet or mms settings.

    And for pity's sake, please make sure that you put quotation marks around the word "settings" otherwise they may not understand what you mean.

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  • 10. 

    What is the main difference between a Service Issue and an issue with someones service?

    • A Service Issue is affecting the network, an issue with service is just affecting an individual

    • Nothing, they're the same thing

    • "Service Issue" is actually a proper noun and is the name of the tech team's office pet

    Correct Answer
    A. A Service Issue is affecting the network, an issue with service is just affecting an individual
    Explanation
    A Service Issue is an issue that giffgaff recognise as unusual and are working towards solving. An issue with someones service is a problem with an individual member. It might be caused by a Service Issue, but members should always ask about their problem in the Help section unless there is an open service thread in the Service Updates section

    Rate this question:

  • 11. 

    Which of these could be a cause of a member's internet not working?

    • Incorrect settings

    • No signal

    • Broken SIM

    • No credit/ internet allowance

    • All of these options

    Correct Answer
    A. All of these options
    Explanation
    There are a lot of reasons why a member's internet might not work. Don't always jump to the same conclusion. Offer them the setting advice first if they're too vague, but always explain why they need to install their settings, how to do it and what to try if that didn't work.

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  • 12. 

    If a member asks what word to put in the username field when installing the settings for an iPhone or iPad what is the best answer to give?

    • Giffgaff.com

    • Giffgaff

    • Vertigo

    • Password

    Correct Answer
    A. Giffgaff
    Explanation
    From 23rd April 2014 all phones have the same settings.

    Rate this question:

  • 13. 

    If you think you've found an unreported Service Issue what should you do?

    • Post in the Unreported Service Issue thread (giff.ly/unreported) with example cases and a summary of the problem

    • Start a new thread in Contribute to collect information on it

    • Start a new thread in Help to ask if anyone else is having a similar problem

    Correct Answer
    A. Post in the Unreported Service Issue thread (giff.ly/unreported) with example cases and a summary of the problem
    Explanation
    All the educators get an email when you post in the Unreported Issues sticky thread. This means we're instantly notified if you think there is a problem. If you post that in a different thread then we're not likely to see it for at least a couple of hours. We can't read every thread (although we try to) so it's important to post this sort of time sensitive post in the right place

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  • 14. 

    If your texts aren't working, but it's marked as green in a service thread about a related service what should you do?

    • Let us know in the service thread that you're having trouble with texts as well

    • Ignore the thread and post in the Help section for advice from other members

    • Look for help in the Help section, but also let us know in the service thread

    Correct Answer
    A. Look for help in the Help section, but also let us know in the service thread
    Explanation
    If a related service is having trouble as a recognised service issue then it's useful for us to know about for our investigations. You shouldn't leave it at that though. Until giffgaff confirm that there is a problem with the related you should assume that it is an unrelated cause and so you should try to solve the problem through the Help section

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  • 15. 

    What should you do if a member posts a question to an unrelated issue in a service thread?

    • Leave it be, it's fine where it is

    • Report it so that an Educator can move it to the Help section

    • Answer it in the service thread

    Correct Answer
    A. Report it so that an Educator can move it to the Help section
    Explanation
    The best place for unrelated issues is in the Help section, they won't get much help at all in the service thread. It's fine if a member posts an FYI that they're having trouble with a related service in the thread, but they should still ask for help in the Help section if giffgaff have not acknowledged that there is a problem with that service.

    Rate this question:

  • 16. 

    How many members should you find that are experiencing a similar problem in order to help an Educator to look into a potential service issue?

    • 3

    • 5

    • "enough"

    Correct Answer
    A. 5
    Explanation
    In order for an educator to report an issue we need to find "enough" cases to justify a service issue. This is usually close to 10-20ish. If a member is reporting a service issue to the educators then they should find at least 5 so that we have a solid place to start our investigation. This way we can jump into the investigation and hit the ground running.

    Rate this question:

  • 17. 

    Why is this answer unsuitable? Q: How can I get the settings send to my phone? I had them texted to me but I lost it, can you send it again? My phone is a nokia n82 A: Just text settings to 2020 and they'll be sent to your phone

    • They didn't put quotation marks around "settings"

    • Texting "settings" to 2020 doesn't work on this phone

    • Nothing, this answer is fine

    Correct Answer
    A. Texting "settings" to 2020 doesn't work on this phone
    Explanation
    From April 23rd 2014 settings to 2020 will no longer work for any phone. Instead the member should try updating their software to see if giffgaff is listed as a carrier.

    Rate this question:

  • 18. 

    Jamie has tried updating his software, but giffgaff still isn't listed as a carrier on his Nexus 5. What should he do?

    • Update the settings manually

    • Download the settings using the app

    • Try updating his software again

    • Text "settings" to 2020

    Correct Answer
    A. Update the settings manually
    Explanation
    Only the iPhone and iPad apps install settings, so he will have to install them manually.

    Rate this question:

  • 19. 

    If you have a Windows Phone and you need to install settings, but updating the software didn't make giffgaff show up as a carrier, what should you do?

    • Update the settings manually.

    • Download the app and install the settings through that.

    • Text "settings" to 2020

    • Break down and cry

    Correct Answer
    A. Update the settings manually.
    Explanation
    Only the iOS app can install settings, so it is best to do it manually. 2020 doesn't install settings for any phone any more so that won't work either.

    Rate this question:

  • 20. 

    Are these settings correct for an iPhone? Username: "giffgaff" APN: "giffgaff.com" Password: [Leave blank] Proxy: [Leave blank]

    • Yes

    • No

    Correct Answer
    A. Yes
    Explanation
    All phones now have the same settings, including iPhones.

    Rate this question:

  • 21. 

    Why is this answer unsuitable? Q: How do I check how strong the signal is in my area? A: Go to status.o2.co.uk and type your post code in. It'll tell you whether any masts are having trouble in your area.

    • Nothing, looks great to me

    • The member should have advised that they go to giff.ly/ggservice instead

    • They didn't include enough explanation on how to use the status page

    Correct Answer
    A. The member should have advised that they go to giff.ly/ggservice instead
    Explanation
    While both status.o2.co.uk and giff.ly/ggservice both do the same thing it's important to keep the members on the giffgaff community so that they don't find themselves on the wrong site if they need more help.

    Rate this question:

  • 22. 

    What goes in the proxy field for all phones internet settings?

    • Nothing

    • 80.134.1.32

    • 80.132.22.63

    • Giffgaff

    Correct Answer
    A. Nothing
    Explanation
    The proxy field should be blank, it's not the end of the world if it has something in it, but it's better to not have anything.

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  • 23. 

    What do Educators do when investigating a Service Issue?

    • All of these options

    • Identify enough individual cases to recognise a trend in a probelm

    • Liaise with social, tech, agents and other necessary teams

    • Write up service threads in a way that is clear, friendly and accurate

    • Obtain information from other departments in order to keep the community up to date

    • Preliminary testing to identify the issue as accurately as possible

    Correct Answer
    A. All of these options
    Explanation
    This is just a shameless plug to say "It's a lot of work, yo!" If you reckon you've found a trending issue then the more information you can give us the quicker we can get the issue escalated and resolved. When telling us about it make sure you include who/what you think is affected, some links to threads and any other information otherwise we'll end up doing investigation that you've already done, which is a waste of time which could be spent solving the issue.

    Rate this question:

  • 24. 

    What is a "Service Issue" when referred to by giffgaff?

    • An issue with an individual member's service

    • An issue that is affecting a service the network so that more members than usual are experiencing a problem with it

    Correct Answer
    A. An issue that is affecting a service the network so that more members than usual are experiencing a problem with it
    Explanation
    When we say "service issue" we mean something that is wrong with the network, not something that is affecting individual members. Unless there is a post in the Service Updates section of the community, members should always assume that their problem is just affecting them and should look for Help in the Help section. Of course, if you think you've found a trending problem that might just be a service problem you should report it at giff.ly/unreported.

    Rate this question:

  • 25. 

    Which of these settings is incorrect?

    • None, they're all correct

    • "giffgaff.com" in the APN field

    • "giffgaff" in the username field

    • Nothing in the password field

    Correct Answer
    A. None, they're all correct
    Explanation
    For all devices the correct settings are:

    APN: giffgaff.com
    Username: giffgaff
    Password: [Leave blank]
    Proxy: [Leave blank]

    Rate this question:

Quiz Review Timeline (Updated): May 15, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • May 15, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jun 07, 2013
    Quiz Created by
    Giffgaff

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