Service Updates And Internet Settings

15 Questions | Total Attempts: 6406

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Service Updates And Internet Settings

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Questions and Answers
  • 1. 
    What should you do if you think you've found an unreported Service Issue?
    • A. 

      PM an Educator, they'll then take a look

    • B. 

      Ask an agent, they will be able to look into it

    • C. 

      Go to giff.ly/unreported. This is a thread with instructions on how to report it

  • 2. 
    If you want to report a service issue using the Unreported Service Issue thread (giff.ly/unreported) what should you do?
    • A. 

      Find 5 questions asked about this problem recently in the community

    • B. 

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

    • C. 

      Panic

    • D. 

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

  • 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?
    • A. 

      "There is an issue at the moment!"

    • B. 

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

    • C. 

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

  • 4. 
    If there is a service issue what should you do to help inform affected members about it?
    • A. 

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

    • B. 

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

    • C. 

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

  • 5. 
    What does the amber indicator at the top mean about that specific service in a service thread?
    • 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).

    • B. 

      The service is completely down

    • C. 

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

  • 6. 
    What does "resolved" in a service issue mean?
    • A. 

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

    • B. 

      The network is 100% tip top fine.

    • C. 

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

  • 7. 
    What does a green indicator at the top mean in a service thread?
    • A. 

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

    • B. 

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

    • C. 

      We made that service completely eco friendly

  • 8. 
    If someone wants to check the signal in their area, what link should you give to help them find it?
    • A. 

      Status.o2.co.uk

    • B. 

      Giff.ly/ggservice

    • C. 

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

  • 9. 
    What is the main difference between a Service Issue and an issue with someones service?
    • A. 

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

    • B. 

      Nothing, they're the same thing

    • C. 

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

  • 10. 
    Which of these could be a cause of a member's internet not working?
    • A. 

      Incorrect settings

    • B. 

      No signal

    • C. 

      Broken SIM

    • D. 

      No credit/ internet allowance

    • E. 

      All of these options

  • 11. 
    If you think you've found an unreported Service Issue what should you do?
    • A. 

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

    • B. 

      Start a new thread in Contribute to collect information on it

    • C. 

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

  • 12. 
    If your texts aren't working, but it's marked as green in a service thread about a related service what should you do?
    • A. 

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

    • B. 

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

    • C. 

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

  • 13. 
    What should you do if a member posts a question to an unrelated issue in a service thread?
    • A. 

      Leave it be, it's fine where it is

    • B. 

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

    • C. 

      Answer it in the service thread

  • 14. 
    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
    • A. 

      "Settings" isn't in quotation marks

    • B. 

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

    • C. 

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

    • D. 

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

  • 15. 
    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?
    • A. 

      Giffgaff.com

    • B. 

      Giffgaff

    • C. 

      Vertigo

    • D. 

      Password

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