Giffgaff

At launch, Giffgaff's first product was a prepaid SIM card providing all standard 2G and 3G mobile phone services and charging on a pay-as-you-go basis. Following this, Giffgaff announced bundles of minutes, texts, and data, called "goodybags". The idea for bundles emerged from the community forums.{{citation|url=https://mobilenetworkcomparison.org.uk/reviews/giffgaff/#goodybags|title=Giffgaff Review - Goodybags|date=1 June 2019|author=Mobile Network Comparison|access-date=10 September 2019}}

In June 2012, it was announced that customers could renew "goodybags" automatically via a PayPal account when saved on their platform payment profile.{{cite web|last=Cutlab|first=Gary|title=GiffGaff Goes Semi-Contract With its "Recurring Goodybags"|url=http://www.gizmodo.co.uk/2012/06/giffgaff-goes-semi-contract-with-its-recurring-goodybags/|work=Gizmodo|publisher=Gizmodo UK|access-date=15 March 2014}}

In 2011, Giffgaff added data-only tetherable plans called "gigabags" to their lineup of products.{{cite web|last=Cutlag|first=Gary|title=GiffGaff Unlocks Tethering Potential With Gigabags Mobile Data Plans|url=https://www.gizmodo.co.uk/2011/10/giffgaff-unlocks-tethering-potential-with-gigabags-mobile-data-plans/|date=13 October 2011|work=Gizmodo|publisher=Gizmodo UK|access-date=30 July 2019}} Gigabags were officially retired in 2018, as part of product restructuring.{{Cite web |last=vespaash |title=Announcement of gigabag retirement |url=https://community.giffgaff.com/d/21990809-say-hello-to-more-data-on-our-5-amp-7-50-goodybags-and-other-important-goodybag-changes |access-date=2023-04-29 |website=community.giffgaff.com}} Giffgaff allow tethering to other devices, using their bundled data allowances.{{cite web |title=Tethering policy |url=https://www.giffgaff.com/help/articles/tethering-policy |website=Giffgaff |publisher=Giffgaff Help}}

In March 2014, Giffgaff announced that it would add a line of 4G LTE "goodybags" with purchase available starting April 2014.{{cite web|url=http://www.mobiletoday.co.uk/news/industry/28653/giffgaff_to_launch_4g_service_in_april.aspx|title=Giffgaff to launch 4G service in April|last=Campbell|first=Matthew|work=Mobile Today, Industry|publisher=Mobile Today|archive-url=https://web.archive.org/web/20140316164931/http://www.mobiletoday.co.uk/news/industry/28653/giffgaff_to_launch_4g_service_in_april.aspx|archive-date=2014-03-16|url-status=dead|access-date=15 March 2014}}

In May 2014, Giffgaff announced that they were now an official Apple carrier,{{cite web|title=iPhone carrier profile|url=https://community.giffgaff.com/t5/Using-giffgaff/iPhone-Carrier-Profile/ta-p/13180213|access-date=4 June 2014|website=Giffgaff.com}} which was closely followed by another announcement that they would soon be stocking iPhones in their online shop – this would unlock options on iPhones that would have normally been locked for users, including tethering and voicemail options. iPhone devices went on sale starting 4 June 2014, to accompany a wide range of manufacturers including Samsung handsets. Refurbished devices have become a purchase option, with a Giffgaff 12-month+ warranty included. On 2 November 2020, Giffgaff announced that they are terminating their business relationship with RateSetter, the former peer-to-peer lender, now owned by Metro Bank.{{Cite web|date=2020-11-02|title=Buying a phone is going to look a bit different soon|url=https://community.giffgaff.com/d/33186472-buying-a-phone-is-going-to-look-a-bit-different-soon|access-date=2020-11-03|website=The giffgaff community|language=en}} Giffgaff's current phone loan initiative is with Klarna Bank Ab, branded as Klarna, a Swedish bank that provides financial services.{{Cite news |last=Collinson |first=Patrick |date=2020-10-03 |title=Klarna: shopper's best friend or a fast track to debt? |language=en-GB |work=The Guardian |url=https://www.theguardian.com/money/2020/oct/03/klarna-debt-buy-now-pay-later-fees-interest |access-date=2023-04-29 |issn=0261-3077}}

From 2020, all goodybags now include unlimited minutes and texts to standard UK numbers. Full speed data allowances range from 1GB to unlimited. The prices listed are between £6 - £35 per month and are reviewed periodically. In August 2020, the company launched its 9GB golden goodybag to compete directly with its own 6GB goodybag product, both priced at £10. In August 2021, the company launched a third £10 product, their "Student Golden Goodybag", debuting at 13 GB of data, later increasing to 15 GB.{{Cite web|last=Student Golden|first=Goodybag|date=July 2021|title=Student Golden Goodybag|url=https://community.giffgaff.com/d/33305562-a-new-goodybag-for-students-available-soon|access-date=4 August 2021|website=giffgaff.com}} The Student Golden goodybag was retired in July 2022 after one year.{{Cite web |title=Announcements |url=https://community.giffgaff.com/d/33753557-can-contracts-be-good/433 |access-date=2023-04-29 |website=community.giffgaff.com}}

To be eligible to purchase from the selection of "golden goodybags", the member must register a bank payment method and agree to recurring monthly purchases. There is no ongoing commitment and the recur can be switched off or cancelled at will. On 20 October 2020, Giffgaff introduced their "unlimited golden goodybag" priced at £35 a month. At the same time, they announced future 5G access for customers, initially on golden goodybag products, later extended across all products.{{Cite web|date=2020-10-16|title=Our second golden goodybag is now live - with 5G|url=https://community.giffgaff.com/d/33179567-our-second-golden-goodybag-is-now-live-with-5g|access-date=2020-10-22|website=The giffgaff community|language=en}}

In January 2021, the goodybag range was expanded to give more data.{{Cite web|title=Goodybag Changes|url=https://community.giffgaff.com/d/33219888-changes-and-new-goodybags-for-2021|access-date=2021-02-25|website=community.giffgaff.com}}

From 24 February 2021, using pay-as-you-go data without a "goodybag" doubled in price from 5p MB to 10p MB.

In April 2022, Giffgaff announced a UK price freeze for the remainder of 2022.{{Cite web |title=Cost of living - how giffgaff's UK price freeze could help you |url=https://www.giffgaff.com/blog/giffgaff-price-freeze/ |access-date=2023-04-07 |website=www.giffgaff.com}} In September 2022, Giffgaff announced their UK price freeze would be extended until the end of 2023.{{Cite web |title=Giving you peace of mind for another year |url=https://www.giffgaff.com/blog/fixed-uk-prices/ |access-date=2023-04-06 |website=www.giffgaff.com}}

In April 2023, Giffgaff announced a major departure away from their previous business model by introducing 18 month pre-pay contracts for monthly bundles of data, calls and texts named "good contracts". For the first time, customers would be financially penalised for terminating their bundle purchases early, prior to the expiry of their entire contract term.{{Cite web |last=Jackson |first=Mark |date=2023-04-03 |title=Giffgaff to Launch Cheaper 18 Month UK Mobile Contracts |url=https://www.ispreview.co.uk/index.php/2023/04/giffgaff-to-launch-cheaper-18-month-uk-mobile-contracts.html |access-date=2023-04-05 |website=ISPreview UK |language=en}}{{Cite web |title=Good Contracts |url=https://community.giffgaff.com/d/33753557-can-contracts-be-good |access-date=2023-04-05 |website=community.giffgaff.com}}

Giffgaff does not operate customer service phone helplines. Non-account-specific problems are raised via an online community system and are answered by other Giffgaff members in exchange for "payback points" (a virtual currency). Account-specific queries are directed to "agents", who are contracted by Giffgaff and partnered through Firstsource Solutions to administer all their account matters.{{Cite web |title=Firstsource Solutions unveil £1 million investment in Belfast |url=https://www.gov.uk/government/news/firstsource-solutions-unveil-1-million-investment-in-belfast |access-date=2023-04-29 |website=GOV.UK |language=en}}{{Cite web |title=Firstsource and giffgaff win two awards at National Outsourcing Association's Outsourcing Professional Awards |url=https://www.firstsource.com/press-release/firstsource-and-giffgaff-win-two-awards-at-national-outsourcing-associations-outsourcing-professional-awards |access-date=2023-04-29 |website=Firstsource |language=en-US}}{{Cite web |last=Team |first=NIJobs com |date=2016-03-16 |title=giffgaff renews contract with Firstsource |url=https://www.nijobs.com/careeradvice/giffgaff-renews-contract-with-firstsource |access-date=2023-04-29 |website=NIJobs Career Advice |language=en-US}} There is a second tier dedicated complaints team, who respond to complaints made by email and from a recorded voicemail. Written responses can take five business days.{{Cite web |title=Giffgaff Article |url=https://www.giffgaff.com/support/complaints |access-date=2023-04-30 |website=www.giffgaff.com}}{{cite web|url=http://www.cnet.com/uk/news/has-giffgaff-become-too-popular-for-its-own-good/|title=Has giffgaff become too popular for its own good? – CNET|date=12 December 2011|work=CNET|access-date=28 April 2014}} As of March 2023, the contact hours for Giffgaff's agents are 8{{Nbsp}}am to 10{{Nbsp}}pm on weekdays, and 8{{Nbsp}}am to 8{{Nbsp}}pm on weekends and public holidays.{{Cite web |date=10 March 2023 |title=Agents Closing Early |url=https://community.giffgaff.com/d/33739627-agents-closing-up-early/24 |url-status=dead |archive-url=https://web.archive.org/web/20230311233759/https://community.giffgaff.com/d/33739627-agents-closing-up-early/24 |archive-date=11 March 2023 |access-date=2023-03-11 |website=community.giffgaff.com}}

Educators

Giffgaff use O2 employed{{Citation needed|date=August 2023}} remote workers as full and part-time community moderators that they call 'Educators' who monitor and patrol the online community forum.{{Cite web |title=Announcements |url=https://community.giffgaff.com/d/22168117-meet-the-community-team |access-date=2023-04-29 |website=community.giffgaff.com}}{{Cite web |title=Tips |url=https://community.giffgaff.com/d/33558334-here-are-the-giffgaff-educators |access-date=2023-04-29 |website=community.giffgaff.com}}

Giffgaff offers payback points to members who recruit other members and who provide customer service to the Giffgaff community. Previously members who suggested ideas on their Giffgaff Labs platform (which closed in 2021) also received payback points.{{Cite web|title=giffgaff|url=https://www.giffgaff.com/payback|website=www.giffgaff.com|language=en|access-date=2020-05-01}} Payback points can be exchanged for real money, added as airtime credit, or donated to five charities (this option was added in 2020) nominated by members and paid out biannually in June and December. Giffgaff promises to match their members' charitable donations, pound for pound. Giffgaff itself is an old Scottish word for 'mutual giving'{{Cite web|title=Meaning for giffgaff|url=https://www.merriam-webster.com/dictionary/giffgaff#:~:text=Giffgaff%20definition%20is%20-%20mutual%20assistance%20%3A%20fair,in%20proverbs%3B%20exchange%20of%20words%20%3A%20banter%2C%20repartee…|website=Webster's Dictionary |access-date=31 July 2020}} and the company states they attempt to maintain that ethos as much as possible.

When Giffgaff members have recruited 15 or more new members to join the network, they are permanently promoted to super recruiter status, earning potentially larger rewards depending on their recruit's second and subsequent payments to Giffgaff and ongoing member retention. Super recruiters are also eligible to receive enhanced benefits, such as dedicated email support, marketing materials, phone calls with employees, and visits to Giffgaff's HQ.{{Cite web|title=giffgaff - Super Recruiter|url=https://www.giffgaff.com/super-recruiter|website=www.giffgaff.com|language=en|access-date=2020-05-01}}

Giffgaff is a wholly owned subsidiary of Telefónica UK Ltd, which trades under the brand name of O2 UK inside the United Kingdom.{{Cite book|url=https://find-and-update.company-information.service.gov.uk/company/04196996/filing-history/MzMwMDk0ODM5MGFkaXF6a2N4/document?format=pdf&download=0|title=Annual Report and Financial Statements (Year ended 31 December 2020)|pages=7}}

As part of the merger of Liberty Global and Telefónica's UK-based assets, Giffgaff's parent company, Telefónica UK, is now a 50-50 joint venture of these two companies, while Giffgaff remains wholly owned by Telefónica UK.

As of September 2015, all of Giffgaff's "goodybags"{{Cite web|title = SIM Only Deals and Plans {{!}} giffgaff|url = https://www.giffgaff.com/goodybags|website = www.giffgaff.com|access-date = 2015-09-05}} come with 4G data included at no extra cost. If the user doesn't have a 4G ready device or is not in a 4G area, the device will connect to O2's 3G or 2G network instead.

Giffgaff implemented 5G on their "Golden Goodybag" range using their new 5G SIMs on 7 January 2021.{{Cite web|last=|first=|date=|title=5G Availability on Giffgaff|url=https://community.giffgaff.com/d/33214098-5g-on-giffgaff-is-available-now|archive-url=|archive-date=|access-date=2021-01-08|website=community.giffgaff.com}} Initially, only new 5G SIMs would work on the technology, but later access was extended to existing 4G SIM cards.{{Cite web|title=giffgaff - Home|url=https://www.giffgaff.com/5g-on-giffgaff|website=www.giffgaff.com|language=en|access-date=2020-05-01}}

Giffgaff's 5G, like all their network services, runs on O2's network. O2 rolled out their 5G network access to O2 customers in October 2019.{{Cite web|title=What will happen with 5G on giffgaff?|url=https://community.giffgaff.com/d/23692574-what-will-happen-with-5g-on-giffgaff|date=2019-08-02|website=The giffgaff community|language=en|access-date=2020-05-01}}

In November 2010, Giffgaff won the Forrester Groundswell Award and was later nominated for the 'Marketing Society's Brand of the Year' award, losing to the department store John Lewis.{{Cite web|url=http://blogs.forrester.com/nate_elliott/10-11-19-winners_of_the_2010_forrester_groundswell_awards_consumer_international|archive-url=https://web.archive.org/web/20140323151455/http://blogs.forrester.com/nate_elliott/10-11-19-winners_of_the_2010_forrester_groundswell_awards_consumer_international|url-status=dead|archive-date=2014-03-23|title=Winners Of The 2010 Forrester Groundswell Awards (Consumer International) {{!}} Forrester Blogs|date=2014-03-23|access-date=2019-03-27}} In December 2010, Giffgaff won the 'Most Innovative Community Award' at the Social CRM Customer Excellence Awards.{{cite web|url=http://blogs.forrester.com/nate_elliott/10-11-19-winners_of_the_2010_forrester_groundswell_awards_consumer_international|title=Winners Of The 2010 Forrester Groundswell Awards (Consumer International)|last=Elliot|first=Nate|work=Forrester blog|publisher=Forrester Groundswell|access-date=23 March 2014|archive-url=https://web.archive.org/web/20140323151455/http://blogs.forrester.com/nate_elliott/10-11-19-winners_of_the_2010_forrester_groundswell_awards_consumer_international|archive-date=23 March 2014|url-status=dead|df=dmy-all}}{{cite web|url=http://community.giffgaff.com/t5/Blog/giffgaff-winner-of-Most-Innovative-Community-award/ba-p/17897|title=Social CRM Excellence award|author=giffgaff: winner of Most Innovative Community award|date=20 May 2010|publisher=Community.giffgaff.com|access-date=23 December 2010}}

In June 2012, Giffgaff was named the Best MVNO at the Mobile Industry Awards.{{cite web|url=http://www.mobiletoday.co.uk/awards/2012/winners/list|title=Winners 2012|work=Mobile Industry Awards|publisher=Mobile Today|access-date=27 August 2012|archive-date=3 December 2018|archive-url=https://web.archive.org/web/20181203172839/http://www.mobiletoday.co.uk/awards/2012/winners/list|url-status=dead}}

In 2014{{Cite web|title=Which? Awards 2014 winners revealed|url=https://www.which.co.uk/about-which/get-involved/3955/which-awards|date=2014-06-18|website=Which? News|language=en-GB|access-date=2020-05-07}} and 2015,{{Cite web|title=Which? Awards 2015: the shortlist revealed|url=https://www.which.co.uk/about-which/get-involved/3955/which-awards|date=2015-04-16|website=Which? News|language=en-GB|access-date=2020-05-07}} Giffgaff won the Which? best telecom services provider award. In 2018, Giffgaff was a runner-up in the Best Utilities Provider of the Year Awards.{{Cite web|title=Which? Awards 2018: winners revealed|url=https://www.which.co.uk/about-which/get-involved/3955/which-awards|date=2018-05-23|website=Which? News|language=en-GB|access-date=2020-05-07}}

In 2019, Which? reviewed 13 mobile network's customers. Giffgaff was rated the best network by the sample surveyed.{{Cite web|date=2019-04-24|title=Best and worst UK mobile phone network for 2019 revealed|url=https://inews.co.uk/news/technology/mobile-phone-network-uk-best-worst-which-283614|access-date=2021-02-25|website=inews.co.uk|language=en}}

Since 2016, Giffgaff has regularly won the uSwitch Network of the Year award for 5 consecutive years.{{Cite web|url=https://www.ispreview.co.uk/index.php/2016/02/uswitch-reveals-the-best-uk-mobile-operators-in-2016-awards.html|title=uSwitch Reveals the Best UK Mobile Operators in 2016 Awards - ISPreview UK|website=www.ispreview.co.uk|date=11 February 2016 |access-date=2019-03-27}}{{Cite web|url=https://www.ispreview.co.uk/index.php/2017/02/uswitch-name-uk-best-mobile-broadband-providers-2017-awards.html|title=uSwitch Name the UK Best Mobile and Broadband Providers in 2017 Awards - ISPreview UK|website=www.ispreview.co.uk|date=3 February 2017 |access-date=2019-03-27}}{{Cite web|url=https://www.ispreview.co.uk/index.php/2018/02/uswitch-2018-awards-name-uk-best-mobile-broadband-isps.html|title=uSwitch 2018 Awards Name the UK Best Mobile and Broadband ISPs - ISPreview UK|website=www.ispreview.co.uk|date=9 February 2018 |access-date=2019-03-27}}{{Cite web|url=https://www.ispreview.co.uk/index.php/2019/02/uswitch-2019-awards-reveals-top-uk-mobile-and-broadband-isps.html|title=uSwitch 2019 Awards Reveals Top UK Mobile and Broadband ISPs - ISPreview UK|website=www.ispreview.co.uk|date=8 February 2019 |access-date=2019-03-27}}{{Cite web|title=Uswitch 2021 winner|url=https://www.giffgaff.com/blog/giffgaff-wins-uswitchnetwork-of-the-year-2021/|access-date=2021-02-25|website=www.giffgaff.com}} They also won three other uSwitch awards in 2019, for Best SIM Only Network, Best Network for Data, and Best PAYG Network.{{Cite web|title=giffgaff scoops four gongs at Uswitch Awards, including Network of the Year|url=https://www.uswitch.com/mobiles/features/giffgaff-scoops-four-gongs-at-uswitch-awards-network-of-the-year/|website=uSwitch Mobile Phone Deals|language=en|access-date=2020-05-07}}

In 2022 and 2023, according to uSwitch, the public voted for Giffgaff as the network of the year.{{Cite web |last=Jackson |first=Mark |date=2022-02-18 |title=Uswitch 2022 Awards Reveal the Best UK Mobile Operators |url=https://www.ispreview.co.uk/index.php/2022/02/uswitch-2022-awards-reveal-the-best-uk-mobile-operators.html |access-date=2023-03-11 |website=ISPreview UK |language=en}}{{Cite web |title=Uswitch Telecoms Awards 2023 |url=https://www.uswitch.com/telecoms-awards/ |access-date=2023-03-11 |website=Uswitch |language=en}}

After "goodybags" with unlimited internet allowance were introduced, complaints were made to the Advertising Standards Authority (ASA) from customers who were refused the further sale of unlimited plans. The reason given by Giffgaff for their disconnection was a clause in the terms and conditions stating "[We may disconnect you] if you do anything ... which we reasonably think adversely impacts the service to other Giffgaff customers or may adversely affect the Network". The complaint was not upheld by the ASA who concluded that unlimited internet was advertised correctly. Giffgaff noted that their customer service agents had used the clause above incorrectly and promised to rectify this.{{cite web|title=ASA Adjudication on giffgaff Ltd A12-192632|url=https://www.asa.org.uk/rulings/giffgaff-ltd-a12-192632.html|work=Adjudications|publisher=Advertising Standards Agency|access-date=28 October 2019}}

Giffgaff removed the "goodybags" in question and replaced their unlimited internet allowance with an "Always On" data allowance. This means that users will get 80 GB of full-speed data usage but after these 80 GB, will be speed-limited to 385 kbps between 8 am and midnight every day.{{cite web |title=SIM only Deals |url=https://www.giffgaff.com/sim-only-plans |website=giffgaff |access-date=28 October 2019}} However on 20 October 2020, the company reintroduced a version of their unlimited monthly (Golden) Goodybag to recurring customers, priced at £35.

In May 2013, Giffgaff ran an online and television advertising campaign with the strapline "Don't be scared", which featured zombies converging on a village. Although the television advert appeared after the 9 pm watershed, the ASA received 105 complaints. The ASA did not uphold the complaints, stating that it was not in breach of any BCAP rules.{{cite web|title=ASA Adjudication on giffgaff Ltd A13-248779 |url=https://www.asa.org.uk/Rulings/Adjudications/2014/2/giffgaff-Ltd/SHP_A13-232326_.aspx |work=Adjudications |publisher=Advertising Standards Agency |access-date=15 March 2014 }}{{dead link|date=January 2017 |bot=InternetArchiveBot |fix-attempted=yes }}

In October 2013, Giffgaff ran two adverts in an online campaign with the strapline "Different takes guts". The advert featured a crowd of people dressed in white in an empty swimming pool throwing guts at each other. The ASA upheld the complaints that the content was in violation of BCAP rules for harm and offence, and also BCAP rule 5.2 because the advert was not suitably age rated. It was recommended that the advert not appear again in its current form.{{cite web|title=ASA Adjudication on giffgaff Ltd A13-248779|url=https://www.asa.org.uk/Rulings/Adjudications/2014/2/giffgaff-Ltd/SHP_ADJ_248779.aspx|work=Adjudications|publisher=Advertising Standards Agency|access-date=15 March 2014}}

In August 2014, Giffgaff ran three adverts in an online campaign with the strapline "At home with your parents you're not the boss" which featured siblings being subjected to awkward situations with their parents, one of which was reported to the ASA and featured an adult son walking in on his parents as they were engaged in sexual intercourse. The ASA upheld the complaint that the content was in violation of BCAP rule 4.1 for harm and offence and recommended that the advert not appear again in its current form.{{cite web|title=ASA Adjudication on giffgaff Ltd A14-277947 |url=https://www.asa.org.uk/Rulings/Adjudications/2014/11/giffgaff-Ltd/SHP_ADJ_277947.aspx#.VG6OUMnwN8E|work=Adjudications|publisher=Advertising Standards Agency|access-date=21 November 2014}}

{{reflist}}

• {{Official website|https://giffgaff.com}}

{{Virgin Media O2}}

{{Telecommunications industry in the United Kingdom}}

{{UK mobile phone companies}}

Category:2009 establishments in the United Kingdom

Category:Mobile virtual network operators

Category:Telecommunications companies established in 2009

Category:Telecommunications in the United Kingdom