Why Giffgaff is our best telecom services provider 2014


Still relatively unknown, mobile phone provider Giffgaff beat competition from Tesco Mobile and broadband providers Plusnet, Utility Warehouse and Zen Internet to be named our top telecoms provider.

Shortlists and winners are determined by Which? experts, who pore over the results of investigations and surveys to select shortlists and overall winners in each category. Companies can’t put themselves forward for an award, unlike in many other industry awards.

The best telecom service provider award is based on the results of our surveys of broadband and mobile phone network providers. We ask thousands of customers about their provider to find out who is best for customer service, value for money and general service.

Which? Awards – find out who else won

Which? deputy technology editor Rory Boland says

Rory-BolandIt’s always great to see a small company enter the market and shake things up, and that’s exactly what Giffgaff has done.

It doesn’t have any shops, it doesn’t even have a customer service phone line – and that will be a deal-breaker for some people. Instead, if you do have a question, comment or problem, you’ll need to email it in or look through the Giffgaff forum. But what it does have is fantastic value for money.

Originally a pay-as-you-go provider (although they have moved into contract deals), a £12 bundle gives you unlimited UK texts, 250 UK minutes and, best of all, unlimited internet.  As someone who has switched to Giffgaff based on all the positive feedback we have had, I’ve found them an absolute bargain. And, while the unusual way of getting in touch with Giffgaff takes some getting used to, when problems have arisen I’ve had them solved promptly and politely.

Unlock a better mobile deal?

If you’ve switched to a different mobile phone provider, you’ll know that getting your phone unlocked is not always as simple as it should be. Many providers charge, even though you already own the handset, while others don’t let you know that they can unlock your phone, and after you’ve left the company it can be too late. Giffgaff and EE already unlock their handsets for free and we’d like to see other providers follow suit.

We’d also like to see providers make it easier for you to switch to the best deal for you. When your contract ends, your provider should offer you the best deal based on your usage. If, for example, you use around 90 minutes a month, your provider should offer you a deal that includes a 100 minutes, not a more expensive one with 500.

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115 replies

  1. To the 12 people above with giffgaff problems:
    You are not paying attention.
    This is a Which site.
    Not Whichgaff or giffWhich.
    Please turn around and face the other way. Can you see it?
    Yes, that’s right. Giffgaff Towers.
    They’ll be glad to help. Even you Katrina.
    On you go plz (sic)

    1. Hi there, could someone from Gifgaff tell me if their number hasn’t considered by other network providers as local number?

      I am now facing huge bill by calling someone who has Giffgaf number.

      Is it true the Giffgaf numbers are considered as prime number?

      Thank for your attention.

    2. I don’t have a passport, driving licence or credit card – only debit but all of a sudden I have the adult lock on giff gaff fir over 18 content! What do I do? I’m. 44 years old ffs!

    3. no signal available for 12hrs who do I contact please supply this information
      as soon as possible or I must make a change in the very near future.

  2. I cannot find how to terminate my Giffgaff? I am going to Australia for a year. I want to stop having automatic monthly top ups charged to my account. Please direct me as to how I contact someone to arrange this. Thankyou Irene

    1. Irene.
      You are lost.
      We cannot help here because we giffgaffers are not giffgaff.
      Although we are all giffgaff, so to speak.
      This means that I Giffgaff cannot help You Giffgaff.
      Perhaps you will find.
      The termination you are looking.
      I’ve never been.

      Was that too weird?

    2. Whey you take my accounte in December 1/12/2014 £10 and 15/12/2014 take out money£10 pound total 20 pound . Please give my money back . Otherwise I stop my account

  3. I can’t log in. I can’t update my bundle. I’m getting no response from giffgaff. Can anyone help. I have £20 credit to buy but can’t. Its frustrating. Thanks to anyone who responds:-)

    1. Nat,

      I think if you can log in to the email account that used to register your giffgaff sim to, you should be able to get a link to reset your giffgaff login send there. I’m sure I have done this in the past.

      Lost passwords and forgotten user names are the bane of all on-line services. It really does make sense to write down lists of these items and keep them in a safe place.

      also, if you can still get onto the internet, the giffgaff forums may provide much better help for this (and all other!) problems.

      The “design concept” of giffgaff is that its user community provides a lot of help via those forums. As Jim has noted, the 1st place to go for any and all help request should be there and not here.

      From that basis, I do not think giffgaff can be recommended for anyone who is not at least moderately tech-savvy or for anyone who does not have independent access to the internet. I think this came out in early Which? discussions and reviews of giffgaff and I think it remains true today.

      I still think giffgaff is great value for some uses, e.g. making free 0800 calls from a mobile.

    2. The same has happened to me and I’m really lost, I have been on the internet about 3hours and I’m getting nowhere, if u get help please let me know, just incase I can’t get back on here lol my number it’s 07760906662, thank you

    3. I have toped my fone upand I cant get a goodybag\login on eather account please cam someone help me I really need it asap , I’m really lost, I have been on the internet about 3hours and I’m getting nowhere, if u can help please let me know, just incase I can’t get back on here lol my number it’s 07760906662, thank you

    1. One possible reason for this could be that you are using an Android phone and you need to manually set up the phone’s internet connection settings.

      Details of the settings needed are on giffgaff’s website – but you’ll need another form of internet access to look them up.

  4. Can some please get in touch with me as I can’t get no signal and can’t use my phone to phone out this as been 2 days now and I am not happy plz let me know why

    1. Giffgaff runs on the O2 network, so, if you phone is not broken, you should get a signal in any area covered by O2’s transmitter network.

      Things to try might include:

      – trying your sim card in a different handset

      – getting a friend on either O2 or Tesco to verify that there is an O2 signal where you are.

      Giffgaff sim cards won’t work in all phones. They do work in O2 handsets and in “unlocked” handsets.

  5. Could you please help, my son has a giff gaff sim and is struggling to get a goody bag.
    His top up comes out of my bank every month but this month it ran out so he topped up with a voucher and it takes money off him everytime he texts or goes on the Internet he cant buy a goody bag and doesn’t know his user name.

  6. I’ve forgotten my password and I sent you a post on forgetting my email and you said that you send a link to my email address but the password reset link as not arrived at their email Address as above

    1. To may need to contact an Agent via the giffgaff website…

      Obviously you’ll need internet access independent of your phone to be able to do that.

  7. For about 3 weeks now I have Only been able to text either my son [who is on Giff Gaff] or Daughter [O2] Same applies to calling ! Goody bag totally being wasted . Due to Top Up and dont know what to do ! Can Receive texts and calls [I Think !] ok . cant try Sim in another phone as know no one here to try with !!! Anyone got any ideas ?????

    1. It could be that (i) you have used up your data allowance or (ii) the internet service settings on your smart phone have become corrupted and need to to be reset or (iii) you have inadvertently turned off “data” on your phone’s settings menu.

  8. Lost password and have gave wrong email address need to access account. Have phone number on and know user name but don’t know how to access account. Will I need to change number when credits run out? How do I access my giffgaff with no password and no right email

  9. Can you call me urgent on 07762926670

    A.s.a.p as my credit need to transfer from my login account to my phone and cannot access can you ring me now I want to get my good bag and to access this as I have no wifi

  10. I AM Paying £15 each month, for unlimited data, still, every time I go on Asda.com to make my shopping you close internet saying that Giffgaff is facing huge traffic at the moment !?!?
    At the same moment I am able to open Giffgaff page … And there is no more traffic issues…
    Tell me please, why haven’t you on top front page of your site a phone number for your customers?? Why should we browse through a hundreds of your website pages in order to find a way to communicate with your stuff to get our problems fixed?!?
    How long will you still block my so called unlimited data!!!!!!!!!

  11. I have been trying hard for the last hour going on circles just to top up my £18 goody bag again for this month it seam to be impossible to do , is this the probs
    I will be facing purposely ?????f

  12. I have been messed up with my mobile security .now it stop Woking and require PUK number .would you please help and provide me with punk security cod . thank you

  13. my phone will not connect to the internet since i have changed to a better android phone?? and this is.my main use of my phone is internet which an paying for and cannot use.. if this is bot sorted use leave me with no choice but to change my mobile network..

  14. I previously used giffgaff but have left them and gone back to asda mobile. giffgaff have given me nothing but grief from day one. I tried to port my old number and that took over two weeks to actually port when they’d told me no more than a few days. Then the final straw was when I went away for a while and they shut down my number, as I’d not used it for a couple of months. Their excuse being that they pay for mobile numbers and they like to recycle them if they’re not being used. Err I brought my own number to their network so what rubbish do those fools talk! I’ve since seen that they now charge 10p a minute which is 2p more than the Asda network. Glad to be rid of that badly run rubbish network.

  15. Hi I have a problem with my phone the signal is not working on it could you help me with it please or explain why it’s not working cheers thank you

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