GiffGaff lack of support

ButYourOwnBiscuits

I have been with GiffGaff for many years without issue and I have largely been happy. However, I have never had a need for customer service before. Not a itty bitty problem but locked out of the network with no warning or explanation. Numerous requests made to their 'agents' but over a week later no meaning for response or fix to the problem. Is this the normal GiffGaff experience?

JJ_Egan

No its not normal .

flaneurs_lobster

Giffgaff have an interesting model for customer support. The front-line support is supplied by ordinary users of the service "The Community" who give of their time freely (albeit there is a reward system in place for this help-giving, the terms of which are less than transparent). This works well for general (and sometimes quite technical) queries about the service, phones, sims, coverage etc.

If a support issue requires access to an individual's account (refunds, bank details etc) then these are for "agents" to deal with. The interface with them is by offline chat via your account.

The best way to use this type of support is to be very specific with your problem/query and to eliminate some obvious solutions first (does the sim work in another phone? Does the phone work with another sim? What's the status of my credit/goodybag etc).

DISCLOSURE: I make enough in Giffgaff "Payback" such that my use of their network is essentially free.