Troubleshooting In Customer Service! Trivia Quiz

Only new money refreshes these. Since he only puts new money on his account with payback and that was more than 3 months ago he won't have any free giffgaff to giffgaff calls.

giff.ly/ggservice is better than advising the O2 site because then if she wants more help she is still on the giffgaff site.

Recurring goodybags allow rolling purchases from a card, whereas you have to remember to queue each month - although you can use credit for those. Make sure you spell it right, too - two Rs in the middle :)

If your goodybag or gigabag has run out of data then it only costs 2p per MB to use the internet. If you're using straight PAYG (i.e. don't have a goodybag) then data is charged slightly differently.

If you do not have any active goodybag data costs 1p/MB for the first 20MB in a day. Every subsequent MB costs 20p. If you have a goodybag it only costs 2p/MB if you run out of your allowance for data.

If you do not have any active goodybag data costs 1p/MB for the first 20MB in a day. Every subsequent MB costs 20p. If you have a goodybag it only costs 2p/MB if you run out of your allowance for data.

Toby should click on "My order history" or "order history" to find out if the voucher processed correctly. By checking his order history, Toby can see the details of his recent transactions, including the top-up he made with the voucher. This will allow him to determine if the transaction went through successfully and how much money was added to his phone.

This is a pretty rare problem and your phone should set it up for you, but it's useful to be aware of.

They should activate instantly, if they don't then you need to contact an agent.

Cancelling the payment at the bank might cause trouble with payments later on. The agents will happily check out this kind of thing and get a refund ASAP if appropriate. Ant might want to bug his mum for jelly and ice cream anyway though.

Unlike activations, goodybags should always come through more or less instantly. If it doesn't then you need to get an agent to take a look into it.

Both generally work, but it's easier to understand how to use a different browser, especially if you're not particularly techy.

It definitely doesn't mean that you have no balance. Use the shortcodes (*100*7# and *100#) to find out your balance.

Yeah it could be, sometimes SIMs get damaged. It's fairly rare though so don't jump straight in with it as an answer.

giffgaff to giffgaff calls last for 3 months after new money was put onto the account. Payback counts, but that was over 3 months ago.

He might have an active goodybag, but MMS isn't included in it. He'll need at least 16p of credit extra to be able to send them on top of his correct settings.

Incompatibility with the browser is often the culprit. A cache reset usually works too, but using a different browser is easier for a non tech savvy member to understand. Using a new browser is the quickest and simplest first step to go for.

You need two things to send an MMS, 16p credit and the correct settings.

Different browsers render webpages differently which makes it awkward to make a webpage load perfectly on every browser. Also caches can cause complications too. Trying a new browser is the best way to trouble shoot this, but a cache refresh does sometimes work. Of course, if a member doesn't know what a cache is then then doesn't help.

Only new money refreshes them. If he bought a goodybag using a card, topped up using a voucher or was credited his payback that would do the trick though.

This could be a delayed activation or a locked phone, but we won't know until Matthias checks My giffgaff to see if his number is displayed. Depending on what he sees on that page will indicate what the next step should be.

If they have trouble using the form then let an educator know.

If your phone forgets the message center number then you will need to reapply it in the phones settings. The number is +447802002606

It could be that the SIM is broken, but it's best to try the SIM in a different phone first so that you don't waste SIMs. Not a big deal in the grand scheme though.

The vast majority of SIMs activate in less than 30 minutes. Some can take up to 24 hours, but it's not the norm - and if it takes longer than that, something's wrong and it's best to contact an agent.

Goodybags should activate instantly. If they don't then you need to contact an agent.

Sometimes there can be a problem with the SIM. Don't advise members to do a SIM swap immediately, make sure that you've either determined that it's a SIM problem or that you've tried other troubleshooting methods first.

It's always best to give a link to the specific agent form for the members problem. In this case it is activations, so if you want to be better than the rest then advise this link. It's a good idea to familiarise yourselves with them all.

Never advise a member to use the wrong section of the form. If they're having trouble then advise them to use a different browser and if that fails then let an educator know.

Rebooting your phone is a better first step - it fits a lot of problems and a manual roam is a lot more complicated.

Each of these on their own might point to a different problem and a manual roam is a complicated step. It's best to wait to make sure that there isn't a signal problem in their area or that a reset doesn't fix it before advising it.

Judith should try asking an agent for help because they can provide assistance in resolving the issue with her account balance. Additionally, she should try again later as the balance may not be available temporarily and could be updated at a later time. Driving down to giffgaff HQ is not necessary as the issue can be resolved through online support.

Did you spot that Mark had tagged his postcode on the post? Eagle eye if you did - this allows you to find tailored help for him very quickly, as well as point him in the right direction for the future. Full post codes are a bit dodgy though, so you should report the post too so an ed can check it out.

As Will is using BBM on his Bold, it's clear that he has the BlackBerry add-on. Even though he doesn't have any allowance, the add-on allows 10MB per day of data while abroad for free, which will be more than enough to check his emails.

If updating the software doesn't work then they should try manually updating the settings, or if they have an iPhone or iPad they should just visit giff.ly/iphonesettings on the device.

giffgaff SIMs show you your signal before you activate. The service checker is a good way to get a view of your most visited postcodes too. The problem with the telescope method is that he won't be able to tell which masts give a giffgaff signal.

Depending on what phone he has, he might need to resort to any of these three. No need to spend more money than necessary.

In case texting "settings" doesn't work you always should include a link to install them manually. If you don't know what phone the member has give them the generic link, not a wall of individual guides.

Well, that killed some time. Back to the quiz.

It's important to let an activation run the full 24 hours - an agent won't be able to do anything until then. New payments won't help either - or be able to be made.

You should almost always advise that they switch their phone off and on again though; it is easiest to understand and to do.

These are all good things to do depending on what you're trying to achieve/

It looks like the friend she can call is on giffgaff, because she suggested the community. What's likely to have happened is that Jenny has run out of credit or allowance on her goodybag, and while she can still call one friend with her free giffgaf allowance, she can't call the other as they're on a different network.

Never advise a member to use the incorrect option on the agent form. If they're having trouble let an educator know and we'll be able to help them.

While none of the options were perfect, one of them was fine.

Texting "settings" to 2020 doesn't work any more, so you should always include an explanation on how to install them manually. giff.ly/manualsettings is a good link to remember.

The other options can be valid reasons for losing credit, but not in this specific situation.