Troubleshooting In Customer Service! Trivia Quiz

If your My giffgaff dashboard is saying that you have "Balance N/A", which of the following should you do depending on what you're trying to do? Tick all that apply.

• Ask an agent

• Check your balance with shortcodes

• Try topping up later

Judith is trying to top up her account, but her account page shows "Balance N/A". Which of these should she try doing? Tick all that apply.

• Ask an agent

• Try again later

• Drive down to giffgaff HQ and ask for help there

Gregg is trying to send an MMS, but isn't having much luck. which of the following should he check? Tick all that apply.

• That he has an active goodybag

• That he has credit

• That his settings are accurate

• That Howard hasn't filled his phone up with pictures

Riaz is trying to access the agent form, but the page won't load properly. What should he try doing?

• Try again later

• Use a different browser

• Refresh his browser cache

• Contact an educator

Marion wants to check that the mast in her area is working. What is the URL that you should advise her to help her check? giff.ly/_________

Recap question: Sarah is using the £7.50 goodybag and has run out of her data allowance and is now being charged for it. She still has a week left before it expires, but she wants to use the internet. How much will it cost her to use 80MB? Write your answer as a number of pence, if it was £3.14 write 314.

Recap question: Sarah has no goodybag, but she wants to use the internet. How much will it cost her to use 80MB in one day? Write your answer as a number of pence, if it was £3.14 write 314.

Recap question: Sarah has no goodybag, but she wants to use the internet. How much will it cost her to use 20MB? Write your answer as a number of pence, if it was £3.14 write 314.

Recap question: Today is 4th May (may the forth be with you!). Ok, so on the day you're taking this it probably isn't 4/5/20XX, but just roll with it. Alex normally pays for all of his credit and goodybags from payback and this year isn't any exception. Will Alex have free giffgaff to giffgaff calls at the moment?

• Yes

• No

Recap question: Alex is about to buy a goodybag using his credit. Will this refresh his free giffgaff to giffgaff calls?

• Affirmative

• Negatory

Recap question: Today is 31st March. Ok, so on the day you're taking this it probably isn't 31/3/20XX, but just roll with it. Alex normally pays for all of his credit and goodybags from payback and this year isn't any exception. Alex is just buying a goodybag. How many months free giffgaff to giffgaff calls will Alex have after he's bought it?

Recap question: Timo has just bought a new goodybag and it hasn't come through yet. What should he do?

• Contact an agent

• Wait, it can take up to 24 hours to come through

• Wait, it can take up to 48 hours to come through

• Call the fire brigade

Anthony adds a £10 goodybag but notices on his bank statement that two payments have been taken. He had plans to buy jelly and ice cream with that tenner and he's understandably disappointed. Who should he contact to make sure that it gets sorted?

• His bank - they can reverse the charge

• The agents - they can investigate and process the refund

• No-one - it'll be refunded automatically

• His mum - she'll sub him a tenner if he whines loud enough

Kevin says, "I have an active £10 goodybag which is working fine for calls, internet and most texts, but my credit seems to be going down when I text my friend Steve." Which of these might be affecting Kevin?

• Background data is eating up his PAYG credit

• Steve is using a foreign network (he's Australian actually)

• Kevin's phone sends long texts as an MMS message rather than as a normal text

• Steve's number is an 0845 number, and not included in goodybags

• Kevin's free giffgaff to giffgaff allowance has run out

Toby topped up his phone with a voucher, but left it at his grandma's when he went round to help her reach something on a high shelf. He doesn't remember how much money he had on it but wants to know if the voucher processed correctly. What's the name of the link he should click in My giffgaff to find out?

Recap question: How long does it typically take a SIM to activate?

• 30 seconds

• 30 minutes

• 24 hours

• 48 hours

Recap question: Rachel is trying to get in touch with the agents because her activation has failed. It's been two hours and she wants to make sure everything's okay. Which of these would be good advice to give her?

• SIMs can take up to 24 hours to activate - best to wait until tomorrow and give it the full time

• Turn her phone off and on again

• Add another goodybag or more credit to kickstart the process

• Make sure she includes her activation code in the agent message

Recap question: Matthias is about to leave work, and tries to call his partner to say he needs picking up. It doesn't go through, even though he activated his SIM yesterday lunchtime. What should his first step be to figure it out?

• Check that his SIM has activated in My giffgaff

• Contact an agent about his delayed activation

• Unlock his phone as it's locked to his previous provider

• Cry in a corner

Vincent's trying to send a photo of his daughter to his wife. It's not going through, but he's taken screenshots of his settings and posted them and they all seem to be right. What's the most likely reason he can't?

• The picture is too big and the network can't handle it

• He hasn't got any credit on his account to pay for the message

• He daughter's too cute and some mast workers are holding onto the photo to say 'awww'

• His settings are wrong

Leonard has just bought a brand new Android phone. He's very happy with it, but when he sends a message longer than 160 characters, it charges him. He's correctly found out that this is because his phone sends these out as MMS rather than SMS. How can he still send this messages without being charged as an MMS?

• Break his texts down into sub-160 character chunks before sending

• Check his phone settings - there may be an option to not send long texts as MMS

• Download an app from the Google Play store to use instead that allows him to do this

• He can't stop it from happening - just needs to add credit to cover it

Pick Option 2. This is not a trick question.

• Option II

• Option Two

• Option 2

Christian's ordered a SIM and it's just arrived, but is concerned that he doesn't have good signal in his area. What can he do to check this?

• Put his postcode in the service checker at http://giff.ly/ggservice

• Put the SIM in his phone without activating - it'll show what signal he gets

• Activate the SIM and put it in his phone - he won't be able to see the signal if he doesn't

• Climb on top of his house and use a telescope to spot nearby masts

Mark joins the forum, and posts the following: What's the most helpful thing for you to post to help him out?

• Hey Mark, you don't say what area you're in, but you can put your postcode into the checker and it'll show you what's what. If there's a fault and it's on there it'll be fixed soon.

• Hey Mark, there's some planned maintenance in Sheffield right now that looks like it's affecting you - you can find more information on the service update board here: http://giff.ly/ggmaint In future if you have any trouble you can put your postcode into the checker at http://giff.ly/ggservice. Sit tight and it should be finished soon.

• I'm having problems as well in Leicester - I've mentioned this to giffgaff in the unreported service issue thread (http://giff.ly/unreported) and they should make a comment on it soon.

• Ask an agent

Will has a BlackBerry Bold, and has used up his 1GB of data on his £10 goodybag by sending way too many BBMs the day before he goes on holiday to France. He wants to be able to check his emails while he's away for a week, but he doesn't have any credit left. You see that pickles13 has advised that he doesn't need to do anything and he'll be able to check his emails just fine. robzombiefan says that he'll need to add credit. Who's right?

• Pickles13

• Robzombiefan

Jenny's sat in a room with two friends. One of them can receive her calls but the other can't. The one who can suggested she go on the community. What should you ask to find out why?

• Do you have an active goodybag or credit?

• Is your friend on giffgaff?

• When did you last top up?

• Do you have the right settings?

Fill in the blank: _________ goodybags will allow you to have your goodybag bought every month automatically from your credit card, meaning you won't be caught without an allowance again.

Recap question: Which of these statements are true? Tick all that apply.

• A goodybag can take up to 24 hours to activate

• Educators often drink tea

• The sky is blue

• Agents live in Scotland

Recap question: Goodybags take up to 24 hours to activate.

• True

• False

Recap question: Which of these is the best way to answer this question? "My activation started 30 hours ago, but still hasn't finished"

• "Contact an agent"

• "You need to contact an agent. Only they can look into this for you"

• "You need to contact an agent. Only they can look into this for you. Here's a link to contact them - https://giffgaff.com/support/ask"

• "You need to contact an agent. Only they can look into this for you. Here's a link to contact them - https://giffgaff.com/support/ask/activations"

• "You need to ask an agent. Go to https://giffgaff.com/support/ask/ and they'll be able to help. If you're having trouble using the form then go to https://giffgaff.com/support/ask/sim_my_limit_increase and choose 30 from the drop down. They'll be able to help you."

Recap question: Which of these answers are unsuitable? Tick all that apply. "My goodybag hasn't been applied to my account yet. What should I do?"

• Ask an agent

• You need to ask an agent. Go to https://giffgaff.com/support/ask and they'll be able to help you.

• You need to ask an agent. Go to https://giffgaff.com/support/ask/sim_my_limit_increase and choose 30 from the drop down. They'll be able to help you.

• You need to ask an agent. Go to https://giffgaff.com/support/ask/ and they'll be able to help. If you're having trouble using the form then go to https://giffgaff.com/support/ask/sim_my_limit_increase and choose 30 from the drop down. They'll be able to help you.

Recap question: Why is this answer unsuitable? Q: I paid for a goodybag about an hour ago, it shows in my payment history as paid, but it hasn't arrived yet. What do I do A: You need to ask an agent. Go to https://giffgaff.com/support/ask/ and they'll be able to help. If you're having trouble using the form then go to https://giffgaff.com/support/ask/sim_my_limit_increase and choose 30 from the drop down. They'll be able to help you. 

• She needs to wait 24 hours, not contact an agent

• You should never advise that someone use the wrong section of the agent form

• She should ask an agent instead

• There weren't nearly enough smiley faces.

Gabby is having trouble with using the top up page. What is the best first step you should advise to her?

• Try refreshing your cache

• Try using a different browser

• Try again later

• Try using the mobile site

Is it better to tell someone to try a different browser or to refresh their cache

• Refresh the cache

• Try a different browser

Why is this answer unsuitable? Tick all that apply. Q: I've just joined and my internet doesn't work A: Text settings to 2020

• Texting "settings" to 2020 doesn't always work

• There are no quotation marks around "settings"

• 2020 doesn't work, you have to text it to 2030

• It should at least include a link to the generic settings guide

• 2020 no longer works, they should advise to update their phones software first and then try manually, or by visiting giff.ly/iphonesettings on an iPhone.

In which of these situations should you advise a member performs a manual roam?

• Their signal has dropped in strength unexpectedly

• Turning off and on again hasn't restored their service

• They can't receive texts but can send them

• If all of the other options are true at once

Which of these answers are almost always not suitable? 

• Text "settings" to 2020

• Go Google it

• Text "settings" to 2020. If that doesn't work then click this link for a guide on how to install your settings manually.

• Ask an agent

Which of these is the only answer that is suitable?

• Text "settings" to 2020

• You need to manually install your phone settings manually. Go to giff.ly/manualsettings, it explains how to set them up.

• You need to install your settings manually. Android - (insert link to android guide here) iPhone (insert link to iPhone guide) Windows phone (insert link to windows phone guide) Blackberry (insert link to blackberry guide)

Jeremy can't get his phone to connect to giffgaff. He's tried his friend's SIM in his phone and it works and his SIM in his friends phone which didn't work. What should he do?

• Order a replacement SIM by reporting it lost

• Order a new SIM and perform a SIM swap

• Put his SIM back in his phone and attempt a reboot

Which of these activities forces a phone to make a new connection to the network?

• Performing a manual roam

• Turning your phone off and on again

• Hanging up on a phone call and redialling

• Travelling twenty miles

Kim can't get service on his phone which is definitely unlocked. He's tried rebooting it, manual roams, checking the masts in his area, but he still can't work out what's wrong. What should he do.

• Try his SIM in a friends phone

• Perform a SIM swap

• Unlock his phone

• Buy a new phone

Which of these should you advise first if someone needs to force their phone to reconnect to the network?

• Turn your phone off, wait five minutes, and turn it on again.

• Perform a manual roam.

Gary has a problem with his phone not getting service. Could it be a problem with his SIM

• Could be, but it's fairly rare

• Nah, no chance

• Yeah, it's quite common

Rachel's texts have suddenly stopped working and she is being prompted by her phone to enter the message center number. What is it?

Rachel's texts have stopped working. Could it be that her phone has forgotten the message center number?

• It's pretty rare, but yeah it's possible

• Nope, that will be set up automatically

• Yes, it's a very common problem