An update on giffgaff broadband

In case you missed it in May, we announced our most exciting news yet: broadband is getting giffgaffed (woohoo!).

Together with 500 of our glorious members, we’re building a broadband service that’s simple, flexible and fair value. That’s us to a T, right?

We’re working hard to make giffgaff broadband as top-notch as possible, so here’s a quick update on what we’ve been up to.

Testing, testing, 1, 2, 3

We now have over 200 members live on giffgaff broadband, and more are being invited to join our trial every week.

Of those trialists who have been testing out our broadband for a couple of months, we’re buzzing to say that 93% of them are satisfied. Pops bubbly

What’s the verdict so far?

Our trialists have shared these top reasons why they’d recommend giffgaff broadband to a mate:

• Smooth installation
• Simple set-up process
• Great customer support

And that’s not all: 91% of trialists rated their WiFi signal as ‘Strong’ to ‘Very strong’, and 94% rated our customer service as ‘Good’ to ‘Very good’. (Not bad, as there’s still more updates to come).

Our trialists (60%) were also fans of the fact that we chucked unnecessary add-ons (AKA faff) in the bin, and the ease of our One Touch Switch process (65%) was also a hit. Yippee!

They also let us know how much they value having an A1 help service. We know there’s nothing worse than being left out at sea when your broadband goes down. You need all hands on deck.

Things we’re working on

While we’re buzzing about how testing is going so far, it’s not all been perfect from day one. Our trialists shouted out anything they thought could be improved, so here’s a few things we’re tweaking to make our service even better:

Connectivity

By July, over 50 trialists had been live for over three months, and around half of them had experienced an issue since being connected. But thanks to their honest feedback (and some handy data collection), we’ve been able to pinpoint these problems and take action to improve their connectivity.

Now, we’re buzzing to share that 89% of those trialists have been satisfied with the way their issues have been resolved (hooray!).

Burying our heads in the sand isn’t our style, so we want to work closely with members to give them a heads-up about any issues we foresee, so they can be fully in the know.

Rebooking appointments

While our trialists found most of our broadband website easy to use, we learned that it wasn’t totally clear how members can rebook appointments via their account. Plans can change on a dime, so we’re working on making it super easy to flex your install date yourself, without having to contact our help team.

Switching payment methods

We also learned that members who also have a giffgaff mobile account may want to use different payment cards for broadband and mobile.

We want both our broadband and mobile members to have the best possible experience, which means understanding that they each have different needs. Different strokes for different folks, as it were.

The One Touch Switch service

After checking in with our trialists before they ordered giffgaff broadband, we found that some were a little nervous about our process for switching providers.

We want it to be as straightforward as possible for you to hop aboard, so, together with our members, we’re putting our heads together to find out how we can best help you find the info you need.

If you fancy learning more about our One Touch Switch service (or sharing an experience you’ve had with other providers), head over to this community thread.

Being Up to Good

Putting people and the planet first has always been our priority, so we asked our Mobile Pioneers research group how we can keep doing good for our members and beyond.

79% of our research group shared that they want their broadband provider to prioritise keeping their family safe online, and 68% felt it was important for their provider to prioritise sustainability.

We’ve taken note, so we’re working behind the scenes to make sure we’re doing our bit to support the communities and environment we’ll be operating in. Any ideas? Let us know!

So, what’s next?

There’s still plenty of work to do before giffgaff broadband is ready for lift off. Our members deserve the best, after all.

We’re still learning from our community and trialists, jumping in vans to check out our installs in person and asking you face-to-face how we can make our service the best it can be.

From smoothing out kit delivery to tweaking our order process and taking note of your big ideas, we’re doing everything we can to provide you with a broadband service that’s simple, flexible and fair. And we’re itching for you to see it.

Stay up to date

If you fancy chatting with fellow members or staying up to date with all things broadband, the giffgaff community is the place to be. See you there!