giffgaff is a mobile network that loves to do things a little different. We're here to help. Got a question? Ask away. We're all part of a community that won't let you down. We provide online help and support 24/7, so you won’t have to hold a phone for a corporate call centre. There are many ways in which you can ask for help, just choose what best fits you.
- Search the Knowledge Base
Our Knowledge Base and Help space is bursting with great support articles to help answer some of the most common questions or issues that our members face. Get tips from Internet Settings, Using your phone abroad or understanding your goodybag. With clear guides and handy videos, you’ll be sure to find plenty of answers here.
- Typical resolution time? About 90 seconds.
- Head straight to our Help and Support section.
- Ask our wonderful members
Got a question? Ask away; we have a fantastic Community of members that are always online and ready to help answer those questions asked by others. Many of our members have been with giffgaff from day one, so you know they’ve got your back and will help show you the ropes.
- Typical response time directly to your specific question from one our members? A few minutes at most.
- Ask our community for help
- Still stumped?
Get in touch with one of our super smart agents for questions related to your account (such as billing queries) that can’t be answered on the Help pages or the Community.
- Typical response time? It can take up to 24 hours.
- Ask an agent for help.
We always aim to give our members 100% service but understand that some things don’t go as planned. If you’ve contacted one of our agents and you’re still unhappy with the way your issue was handled, then you can escalate this through our complaints process
- Typical response time? You will have a response within 5 working days.
- Take me to raise a complaint
We can supply certain types of personal information on request: including but not limited to billing, name and address, aggregated phone usage.
Requests should be made in writing and include your name, mobile telephone number and proof of your identity (such as a photocopy of your passport, birth certificate or driving licence) and address (for example, a copy of a utility bill or bank statement), and the information you require.
You'll need to pay £10 to cover the administrative cost of supplying the requested information. Please send a cheque or postal order, payable to giffgaff LTD to Data Controller, giffgaff, Hertz House, 11 Vine Street, Uxbridge, UB8 1QE, UK.