giffgaff was born in 2008 as one of a new breed of digital-first “virtual” network operators. The firm, which uses the existing O2 network, doesn’t have any high street branches or call centres, but instead focuses on carrying out its sales and customer support online. According to company founder Gav Thompson, the name “giffgaff” comes from an old Scots phrase which means mutual giving.
The firm offers a range of monthly bundles, called “goodybags” that provide data, call minutes and texts for an upfront charge. These can be bought as often as needed, with no fixed-term contract tying you in. These bundles typically cost between £6 and £35 per month, depending on the data and usage allowance you need. Giffgaff offers discounts on certain goodybags if you allow your plan to recur each month.
giffgaff customer reviews
Regulator Ofcom carries out a survey of mobile network customers every year to gauge their satisfaction with their provider. The last year for which full data is available, 2020, suggests that 93% of giffgaff customers told Ofcom that they were satisfied with the overall service they received, the best score among large mobile providers last year.
The same survey found that a whopping 95% of giffgaff customers questioned felt they received value for money from their carrier, again the best score on this measure among larger providers over the same period.
This positive response is matched on the reviews site Trustpilot, where the firm gets an overall customer score of 4.3 stars out of 5, based on 14,000 reviews posted. A great majority of reviewers (68%) rated giffgaff “excellent” – the best rating available. A further 11% described their provider as “good”, with only 12% giving a “bad” score (last updated: October 2021).
Pros and cons of giffgaff
- Great customer service scores. Giffgaff is rated highly by both Ofcom customer surveys and online consumer reviews.
- Decent value for money. Giffgaff’s goodybag bundles are competitively priced.
- Flexible plans. giffgaff doesn’t offer fixed monthly contracts, only recurring monthly bundles, meaning you can use giffgaff for as long or as short a period as you like.
- No WiFi calling. Unlike larger rivals, giffgaff doesn’t offer users a WiFi calling function.
- No phone support. Customers with questions or complaints can’t speak to giffgaff over the phone. All support is online.
Our verdict: Is giffgaff any good?
giffgaff is a great choice because it offers a good range of cheap and flexible call and data plans. Plus, giffgaff consistently gets great reviews for the quality of its customer service.
Whether you’re trying to lower your mobile phone costs, get a more flexible call plans, or need a strong short-term pay-as-you-go option, giffgaff will almost certainly offer a plan to suit you.
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