Mobile phone provider reviews
Giffgaff mobile review
By Hamse Yusuf
Article 4 of 13
We regularly survey thousands of mobile phone customers so we can tell you exactly how Giffgaff compares to other mobile phone providers.
How good is Giffgaff mobile? 2019 Which? mobile provider satisfaction survey
Before signing up for a new phone deal, read our review of Giffgaff to see how it did in our regular mobile phone satisfaction survey.
In our latest survey we spoke to more than 6,100 real customers from 13 of the biggest phone providers including EE, O2, Vodafone and Three. They told us exactly what they thought of their phone company, from the customer service on offer to the value for money they get.
In this in-depth review of Giffgaff mobile, we'll:
- give you a full breakdown of how its customers rated it for key factors, including customer service, value for money and incentives.
- report quotes from real Giffgaff mobile customers on their experiences.
- tell you whether it's a Which? Recommended Provider.
How good is Giffgaff's mobile coverage?
Giffgaff is a virtual provider, which means it doesn't have its own phone network. Instead, it uses another providers' infrastructure – in this case O2's – and offers 2G, 3G and 4G coverage.
You can check coverage where you live by using our free interactive coverage map. Simply enter your postcode into the map and it will tell you how good O2's signal is in your area, as well as comparing it with the other providers.
Giffgaff works in a different way from most providers. It doesn't offer traditional phone contracts - instead it sells monthly pay-as-you-go Sim cards that you top up with credit or bundles of texts, minutes and data (it calls these 'goodybags').
Goodybag prices start at £5 a month, giving you 150 minutes, 500MB of data and 500 free texts. Spending more gives you more minutes, texts and data. Costs outside your monthly allowance are reasonable - calls to UK mobile and landlines are 15p a minute (free to other Giffgaff numbers) and 5p per text - although the cost per minute has crept up over the last couple of years.
You're free to change to a different goodybag each month, or stop totally. Customers receive a monthly email summarising their recent usage and recommending the best goodybag to buy for the next month. You can do this online or by buying a voucher in selected shops, and you can set up goodybags to recur monthly automatically.
You can also buy a phone from Giffgaff if you want. But, again, this works in a different way from normal. You buy an unlocked, Sim-free handset that you pay for on a monthly basis through a finance deal and then combine this with a goodybag of your choice. But, as the phone is unlocked, you're free to switch to a deal from another provider at any time.
As mentioned above, Giffgaff is an online-only provider and doesn't have any of its own shops. If you need any help or advice then you need to get this via the FAQs or forums on the Giffgaff website.
Complaints about Giffgaff
Telecoms regulator Ofcom regularly publishes information on the number of complaints it gets about the main mobile providers. Unfortunately, Giffgaff's market share is too small for Ofcom to release these figures.
In July 2019, Ofcom fined GiffGaff £1.4m for a billing error which led to over 2.5 million customers being overcharged.
Read in-depth reviews of all the major phone networks in our mobile phone providers guide.
Recommendations you can trust
Which? is independent - we work for you, the consumer, so you can be sure that our recommendations are only influenced by our test and survey results. We don't take advertising and we buy all the products that we test ourselves.