Giffgaff logo. Giffgaff is a UK mobile virtual network operator (MVNO) known for cheap, flexible SIM-only plans. It runs on the O2 network, which gives it near-full UK coverage – MoneySupermarket notes about 99% nationwide coverage. Giffgaff’s model is community-driven: there are no high-street shops or phone hotlines, and users earn “Payback” rewards for forum activity or referrals. In essence, Giffgaff offers O2’s coverage at budget prices. It has even won industry awards (for example, Uswitch named it 2025 Mobile Network of the Year) and enjoys high customer satisfaction (Ofcom data show a 94–95% satisfaction rate for Giffgaff users).
What network does Giffgaff use?
Giffgaff uses O2’s network for all its services. This means you get 2G, 3G, 4G and 5G coverage wherever O2 operates. In practice, that works out to about 99% of the UK (including England, Scotland, Wales and Northern Ireland). In cities you will almost always see 4G or 5G; in very rural or fringe areas you might fall back to 3G or 2G. 5G is available on all Giffgaff plans at no extra cost, giving quite fast speeds where 5G is live (typically well over 100 Mbps). However, real-world data speeds on Giffgaff can lag behind some big networks. Tests have shown Giffgaff 4G often averages 15–20 Mbps (with peaks around 95 Mbps in town), and 5G speeds are good but not class-leading.
Coverage is generally a strength. Even when O2 turned off 3G in 2025, Giffgaff (and O2) kept 2G/3G going a little longer for older devices. In practice, you get great call/text coverage on 2G/3G plus wide 4G and growing 5G. Ofcom’s report confirms that smaller networks like Giffgaff actually score top marks for customer satisfaction in UK surveys. In fact, recent Ofcom figures show Giffgaff tied for #1 place (94% satisfaction) among UK mobile providers.
Giffgaff Plans and Pricing
Giffgaff sells only SIM cards and pay-monthly plans – no locked-in contracts unless you choose an 18-month SIM-only deal. Its plans are called “goodybags” and all include unlimited calls and texts. The plans are ultra-flexible. You can pick any 30-day goodybag and change or cancel it each month. Alternatively, Giffgaff offers 18-month bundles that give more data for the money (priced the same as monthly plans but with extra allowance). You can also top up pay-as-you-go credit at any time.
All Giffgaff plans now include 5G data by default, and there are unlimited-data options (“Always On”): for example a plan with 100 GB of full-speed data, after which speeds throttle to 384 kbps but never cut off. Cheaper small plans start from £6 per month – a bundle with 1 GB data and unlimited calls/texts is £6. In practice, you’ll find deals like 1 GB for £6, 6 GB for £8 (one example from MoneySupermarket), 25 GB for ~£15, up to unlimited for ~£35. These are very competitive prices.
EU roaming is included on most goodybags (up to 5 GB fair use on unlimited plans), as required by UK rules. In fact, Giffgaff still offers free roaming across the EU and more – a Uswitch deal highlights roaming in 38 destinations included with plans. Giffgaff also now supports eSIMs for most phones, so you can activate without a physical SIM.
For phone purchases, Giffgaff offers pay-monthly deals (often 18- or 24-month terms) where you pay off a handset. But these are essentially straightforward device loans with no extras. As MoneySupermarket notes, Giffgaff’s phone contracts give you the phone only, with no free gifts or add-ons (no freebies like streaming vouchers or additional perks). In other words, you pay the full price of the phone over time, typically with only a basic interest charge. These phone deals are simple and transparent, but if you like bundled incentives (e.g. free headphones, discounts or other gifts) you’ll find more offers on bigger networks.
Value for money: Giffgaff scores very well here. All plans are fairly priced for the data allowance, and the £6 entry plan is especially cheap. There are no mid-contract price hikes on fixed monthly plans, and with 30-day plans you can switch away if prices climb. The network does not include extras like data rollover or family plans, but it does offer a “Payback” scheme: you earn credit by helping in the community or referring friends. That’s a unique perk. New members even get bonus credit, and loyal members can boost their data (for example, Giffgaff will add 1 GB extra when you buy your third consecutive goodybag). In short, Giffgaff’s pricing advantage is clear: it delivers O2’s coverage with no-frills plans that cost less than most majors.
- Pros and Cons of Giffgaff (Pricing): The advantages include very flexible 30-day plans (cancel or change anytime), low starting prices, built-in 5G and EU roaming, and no credit checks on SIM-only deals. You even get perks like an extra GB on your 3rd month and earning Payback points. The disadvantages are that plans have no fancy bundling (no streaming or family perks) and no data rollover. If you use only tiny data amounts, the cheapest plan might not drop even more. Also, pay-monthly phone deals have no freebies, and Giffgaff requires paying back the full phone cost (often at a higher APR than some lenders).
Coverage and Speeds
Because Giffgaff sits on O2’s network, coverage is generally excellent. O2’s signal (2G/3G/4G/5G) covers almost all of the UK, so Giffgaff customers can roam freely on any O2 mast. In everyday use you’ll find Giffgaff giving the same coverage as the major networks. Rural signal drops (like losing 4G) happen only in very remote spots.
In city and suburban areas, Giffgaff users get strong 4G and increasing 5G. In fact, 5G on Giffgaff covers over 3,200 towns/cities (the same as O2). Tests have shown Giffgaff’s average 4G speed around 15–20 Mbps in many areas, with up to ~95 Mbps peaks in central locations. 5G speeds are much higher (over 100 Mbps on average), though still a bit below some competitors.
Connectivity issues: Some customers do report occasional problems. A few trustpilot reviews mention “patchy 4G” or slower data than expected. In very busy places, Giffgaff (like all MVNOs) may be slightly deprioritised vs O2’s own customers, leading to lower speeds under heavy load. But real-world use is usually fine for browsing, streaming and calls. Giffgaff also supports Wi-Fi calling (VoWiFi) and VoLTE (4G calling) on compatible phones. Note, support for these features was only introduced in 2024 and is still limited to certain devices. If you rely on Wi-Fi calling (for example, indoors without signal), check compatibility first.
Summary: The advantage is that Giffgaff’s network coverage and data speeds are solid thanks to O2. It even excels in newer tech like 5G. The disadvantage is that in fringe scenarios (rural edges or peak time in crowds), service can be spotty and data a bit slower than EE’s fastest. In a few cases, users have complained about unexpected signal loss or slow internet. Always check the coverage map if you live outside city areas, but for most people this should be a pro rather than a con.
Customer Service and Community
Giffgaff operates differently from big networks. There are no phone helplines or physical stores – support is entirely online. Giffgaff encourages users to ask questions on its community forum, where experienced members help out, earning Payback points. If the community can’t answer, a Giffgaff agent (staff) will step in.
This online-only model keeps costs low, but it has trade-offs. The advantage is that service is usually fast (emails/chat replies in a couple of hours, according to many users). Giffgaff often ranks very highly in customer satisfaction surveys – for instance, Ofcom found Giffgaff customers to be among the happiest in the UK (94–95% satisfaction). It even tops some complaint-handling ratings.
On the flip side, many customers miss having a live call option. Trustpilot users frequently cite the lack of a phone support number and generic email replies as annoyances. Some have had trouble resolving complex issues because they can only email or use Twitter (no direct human contact). For example, one phone buyer complained on reviews.io that there was “no customer service number” and poor follow-up. Others say it can take days to solve a problem with no one to call. So if you prefer face-to-face or phone help, this is a con of Giffgaff.
Giffgaff does have some customer-friendly features. It will email you a usage summary each month and can auto-pay for extra data if you run out, so bills are predictable. There are no exit fees if you leave – you simply cancel. Swapping numbers to Giffgaff is easy (you can text for a PAC code and move networks in a day).
In user reviews and complaints, customers often praise Giffgaff’s straightforward billing and value, but complain about coverage or speed dips and support issues. For instance, trustpilot notes highlight Giffgaff’s honest pricing and reliability, yet mention limited data signals in some spots and slower service at times. Reviews.io threads (for the phone shop) are even harsher, warning people not to buy handsets from Giffgaff due to faulty phones and unhelpful support. In summary: the advantage is friendly online help and high satisfaction scores, while the disadvantage is no personal interaction and slower service for complex issues.
Key Pros and Cons of Giffgaff
To recap the pros and cons of Giffgaff in one place:
- Pros (Advantages): Cheap, flexible plans with no contracts. Excellent UK coverage on O2’s network. Free EU roaming and free 5G on all plans. No credit checks for SIM-only, easy to switch. Earn “Payback” credits and extra data bonuses for loyalty. Award-winning service (Network of the Year 2025) and very high customer satisfaction. Supports modern features (5G, eSIM, WiFi calling on most phones).
- Cons (Disadvantages): Only online support (no phone line or shops), which some users dislike. No big extras or bundles – you pay for everything (no freebies, no streaming perks). Some users report slower data/signals in certain areas (e.g. “patchy 4G”). Limited plans for very low data users (the cheapest plan is £6 with only 1 GB) – there’s no ultra-cheap small-usage option, so low users may feel they overpay. 5GB EU roaming cap (some rivals offer more). Finally, Giffgaff’s phone contracts have been widely criticized – numerous reviews warn of faulty refurbished phones and no call support for phone purchases.
Customer Reviews and Complaints
Looking at Giffgaff reviews and complaints online confirms the above. On Trustpilot, customers regularly mention the value and honesty of Giffgaff: “straightforward and honest service” with clear costs. Users like the flexibility (swapping goodybags easily) and the peace of mind of no contracts. Many say coverage is generally good, recalling “consistent signal in the majority of places”.
However, common complaints include the lack of a phone contact (customers feel “not human” when dealing with issues), and occasional connectivity woes: slow internet, dropped calls or no signal in areas where the coverage map promised full bars. Some recent reviews mention confusion over billing messages and the annoyance of data not updating instantly. The community forum (giffgaff.com) also contains posts comparing Giffgaff pros and cons – users often conclude that it’s great if you value low cost and simplicity, but a downside if you need extra support or perks.
In external review sites (for example Reviews.io for Giffgaff’s online store), there is a flood of complaints about phones: lost deliveries, broken or tampered devices, slow refunds. These are specifically about buying handsets from Giffgaff’s shop. It’s telling that many such reviews advise not to buy phones there.
Overall, customer feedback shows Giffgaff’s strengths are clear value and decent service, and its weaknesses are mostly in support channels and phone sales. This aligns with Giffgaff’s high satisfaction scores in surveys: happy customers for the basics, grumbling about the edges.
Conclusion
In conclusion, the Giffgaff pros and cons balance out based on what you need. If you’re after a low-cost, no-frills mobile service with good UK coverage, Giffgaff delivers: flexible goodybags, 5G, and EU roaming included at very fair prices. Its advantages (cheap plans, award-winning satisfaction) often outweigh the disadvantages for budget-conscious users.
On the downside, Giffgaff’s disadvantages are equally clear: it offers no extras beyond the basics and has limited customer support options. Complaints about phone deals and some patchy service also crop up. Ultimately, the pros and cons of Giffgaff hinge on whether you prefer low prices and flexibility or need premium features and hands-on help.
For many people (families, students, travellers in Europe), Giffgaff’s advantages like price and simplicity are very compelling. But if you count on heavy support, free media bundles or the absolute highest speeds everywhere, you might see the disadvantages loom larger. The good news is you can try Giffgaff risk-free – you aren’t tied down. That means you can test its pros (great coverage, low cost) and see if its cons (no stores or phone helpline) bother you.
In short: Giffgaff’s pros and cons are well-balanced. Its biggest strengths are budget-friendly, flexible plans on a reliable network, while its biggest weaknesses are the lack of extras and direct customer service. Weigh these carefully, but rest assured Giffgaff delivers more good (value, coverage, awards) than bad for most users.