Why Giffgaff is our best telecom services provider 2014

Giffgaff-award

Newcomer Giffgaff has emerged as the winner of our best telecom services provider award.

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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75 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)

  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.
      For.
      In
      Australia.
      Oz.
      I’ve never been.
      There.

      Was that too weird?

  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.

    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.
    Thanks

  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

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