Troubleshooting In Customer Service! Trivia Quiz

25 Questions | Total Attempts: 2260

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Troubleshooting In Customer Service! Trivia Quiz

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Questions and Answers
  • 1. 
    If your My giffgaff page is showing "Balance N/A" what does that mean?
    • A. 

      You have used up all your credit and have none remaining

    • B. 

      Your dashboard can't get your credit from giffgaff, so it doesn't know what to show

    • C. 

      Gremlins stole your credit and our (super secret) agents have to hunt them down to find it again

  • 2. 
    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.
    • A. 

      Ask an agent

    • B. 

      Check your balance with shortcodes

    • C. 

      Try topping up later

  • 3. 
    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.
    • A. 

      Ask an agent

    • B. 

      Try again later

    • C. 

      Drive down to giffgaff HQ and ask for help there

  • 4. 
    Gregg is trying to send an MMS, but isn't having much luck. which of the following should he check? Tick all that apply.
    • A. 

      That he has an active goodybag

    • B. 

      That he has credit

    • C. 

      That his settings are accurate

    • D. 

      That Howard hasn't filled his phone up with pictures

  • 5. 
    Riaz is trying to access the agent form, but the page won't load properly. What should he try doing?
    • A. 

      Try again later

    • B. 

      Use a different browser

    • C. 

      Refresh his browser cache

    • D. 

      Contact an educator

  • 6. 
    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/_________
  • 7. 
    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.
  • 8. 
    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.
  • 9. 
    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.
  • 10. 
    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?
    • A. 

      Yes

    • B. 

      No

  • 11. 
    Recap question: Alex is about to buy a goodybag using his credit. Will this refresh his free giffgaff to giffgaff calls?
    • A. 

      Affirmative

    • B. 

      Negatory

  • 12. 
    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?
  • 13. 
    Recap question: Timo has just bought a new goodybag and it hasn't come through yet. What should he do?
    • A. 

      Contact an agent

    • B. 

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

    • C. 

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

    • D. 

      Call the fire brigade

  • 14. 
    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?
    • A. 

      His bank - they can reverse the charge

    • B. 

      The agents - they can investigate and process the refund

    • C. 

      No-one - it'll be refunded automatically

    • D. 

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

  • 15. 
    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?
    • A. 

      Background data is eating up his PAYG credit

    • B. 

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

    • C. 

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

    • D. 

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

    • E. 

      Kevin's free giffgaff to giffgaff allowance has run out

  • 16. 
    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?
  • 17. 
    Recap question: How long does it typically take a SIM to activate?
    • A. 

      30 seconds

    • B. 

      30 minutes

    • C. 

      24 hours

    • D. 

      48 hours

  • 18. 
    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?
    • A. 

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

    • B. 

      Turn her phone off and on again

    • C. 

      Add another goodybag or more credit to kickstart the process

    • D. 

      Make sure she includes her activation code in the agent message

  • 19. 
    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?
    • A. 

      Check that his SIM has activated in My giffgaff

    • B. 

      Contact an agent about his delayed activation

    • C. 

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

    • D. 

      Cry in a corner

  • 20. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      His settings are wrong

  • 21. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 22. 
    Pick Option 2. This is not a trick question.
    • A. 

      Option II

    • B. 

      Option Two

    • C. 

      Option 2

  • 23. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 24. 
    Mark joins the forum, and posts the following: What's the most helpful thing for you to post to help him out?
    • A. 

      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.

    • B. 

      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.

    • C. 

      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.

    • D. 

      Ask an agent

  • 25. 
    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?
    • A. 

      Pickles13

    • B. 

      Robzombiefan