This article describes the different situations leading to a SIM deactivation.
Here's everything you need to know:
What are the reasons for deactivation?
What are the reasons for deactivation?
A SIM is deactivated in the following situations:
You transferred your number to another provider (port out)
The SIM is considered inactive due to no usage for a period of 6 months (which is covered in the next drop down section)
Note: a SIM declared as lost or stolen is deactivated to prevent any illegitimate usage but its number is transferred immediately to a replacement SIM. For this reason, the information in this article does not apply to SIM cards that have been declared lost or stolen.
When is a SIM considered inactive?
When is a SIM considered inactive?
A SIM is considered inactive and deactivated when it has not been used in the last 6 months. To stop deactivation do any one of the following actions at least once every 6 months:
Make at least one call, SMS or MMS to another number (not including calls to emergency services or Member Services or 0800 numbers or texts/calls to free rated numbers);
Make at least one connection to the internet using your mobile data
Make at least one Airtime Credit or plan purchase
These conditions are present to prevent the deactivation of members SIMs who have very little activity or who are active on the Community without using their SIM much.
giffgaff may reconnect you if any disconnection was due to our negligence.
For more information please see the terms & conditions on Cancellation Rights.
Is it possible to reactivate my SIM?
Is it possible to reactivate my SIM?
Once a SIM has been deactivated, it's not possible to reactivate it.
When a SIM is likely to be deactivated for inactivity, we will send a first communication one month before the deactivation of your SIM. If there is still no activity with this SIM, a second email is sent roughly 5 days before deactivation to warn the member they only have a short time left to act. If none of the necessary actions to keep the SIM active are performed then the SIM deactivation procedure will be initiated.
Can I keep/retrieve my number after deactivation?
Can I keep/retrieve my number after deactivation?
A member is able to request a PAC code from our agents within 30 days of being disconnected/deactivated. This will allow members to transfer the number to a different network and keep the number.
However, if 30 days or more have passed since deactivation, members will not be able to request a PAC code and the number cannot be retrieved. This then returns the phone number to the pool of available phone numbers and recycled. giffgaff will not be able to reconnect once your number is recycled.
What will happen to my existing credit?
What will happen to my existing credit?
Members have 30 days from the date of deactivation to request a refund of any remaining credit on your SIM/account at the time of deactivation. Simply get in touch with one of our helpful agents within this time frame.
Just remember, after 30 days from the date of deactivation, any remaining credit will be lost and will be unable to be refunded, as per the Terms and Conditions.
NOTE: If deactivation has already occurred, your card details will need to be re-added to your account for an agent to be able to process any refund.
Will my account be deactivated?
Will my account be deactivated?
When your SIM is deactivated or you port out, it does not affect your giffgaff account so you can still be part of the Community. Your giffgaff account will act in the same way as it did before you activated a SIM.
If you activate a new SIM, you'll be able to register it with your existing giffgaff account during the activation process.
What will happen to my payback points?
What will happen to my payback points?
As per the Terms and Conditions, accrued payback points are lost when the account becomes inactive, or when you port out.
If you don't hold an active SIM when the payback payment starts, you are not eligible to receive payback.
Did this solve your problem? If not, pop over to our friendly community for a quick response. Or ask one of our helpful agents for an answer within 24 hours.