Experiencing issues with your giffgaff mobile service can be frustrating. Whether you're unable to make a call, send a text, use your data, or nothing is working at all, this guide provides the help you need to get your connection working smoothly again.
Performing the following basic troubleshooting steps can often resolve common service issues quickly:
If you've just joined, it can take from 30 minutes, and in rare cases, up to 24 hours for everything to fully connect. Try turning your phone 'OFF' and back 'ON' again. This helps your phone reconnect to the network
Check the network status and coverage in your area by using your post code. There could be issues with a mast or poor coverage
Make sure you have an active plan or credit on your account. You can check this on your dashboard or on the app
Important, plans and credit are different: plans last for a calendar month and include data, unlimited minutes and texts. While credit is used for calls, texts, and data if you don't have an active plan, and it is deducted based on your usage
You might be connected to a mast that is congested, a mast that isn’t working, or far away. Performing a 'manual roam' creates a new connection to the network and should connect you to another mast.
How to perform a Manual Roam
How to perform a Manual Roam
Generic method: Go to 'Settings' > 'Mobile networks' or 'Mobile data/wireless networks' and select a network other than O2-UK, giffgaff, Tesco Mobile.
When you exit the menu the phone should lose the network. Repeat the process and select giffgaff (or select O2-UK if giffgaff is not showing) as your mobile network.
For manufacturer specific steps, have a look here.
Important: While abroad, setting your phone to "select automatically" might connect you to a non-EU network if you are near the border of a non EU/EEA country. This means roaming charges could get pricey. Take a look here to see how you can stop that from happening.
If the steps above haven't resolved your issue, click on the option below that best describes your problem to find additional help tailored to your specific service issue:
Why can’t I make calls?
Why can’t I make calls?
Since the 3G switch off in the UK, some phones that previously relied on 3G for voice calls may have trouble making or receiving calls. If your phone isn’t set up correctly for calling over newer networks, calls may fail even though signal bars are showing.
To help with this, check your phone’s settings and:
Look for VoLTE or 4G Calling and make sure it’s switched on
If available, also enable “Allow / Use 2G services”, which can act as a fallback for voice calls on some devices
Note: The wording and location of these options can vary by phone, so using your settings search can help.
If you're still having issues, try the following:
You’ll still need credit for certain numbers, such as premium or service numbers, even if you’re on a plan. You can check if you have credit on your account, or if you text INFO to 85075
Check your phone settings to ensure calls are enabled
Check your account settings to ensure everything is correct, calls are enabled, and no restrictions or bars are in place. If there are any restrictions or bars in place, reach out to one of our helpful agents who can assist you further
Reset your network settings. This can help fix deeper connection issues, but it will remove saved Wi-Fi networks, your saved Wi-Fi passwords and Bluetooth devices, so it’s best used as a later step:
Android: Settings > System > Reset options > Reset network settings
iPhone: Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings
Why can't I send a text?
Why can't I send a text?
Remove the phone number you're trying to text from your contact list (you might want to jot it down first so you don't lose it), then try texting it again by entering the number manually - first with the leading '0', then replacing the '0' with '+44'
You’ll still need credit to text certain numbers, such as premium or service numbers, even if you’re on a plan. You can check if you have credit on your account, or if you text INFO to 85075
Check your phone settings to ensure SMS is enabled
Check your account settings to ensure everything is correct, SMS is enabled, and no restrictions or bars are in place. If there are any restrictions or bars in place, reach out to one of our helpful agents who can assist you further
Verify Message Centre Number. Ensure your SMS service centre number is set to +44 78020 02606. This can be usually checked from your device settings
Why isn't my mobile data working?
Why isn't my mobile data working?
Switch off the device, remove the sim and give it a little clean, pop the sim back in and switch the device back on
Check to make sure your data is switched on in your phone settings by heading over to settings > searching 'data'
If calls and texts are working for you, then there might be an issue with your internet APN settings, although this is uncommon. Have a look at our guide with the correct APN internet settings
If you're abroad, make sure you have enabled your data roaming. If that doesn't fix it, try to perform a manual roam
Why is my data slow?
Why is my data slow?
There’s a few reasons that can cause your data to be running a little slower than usual:
Traffic flow - If lots of people are using the mast that you are connected to at the same time, it can get crowded and congested causing your data to slow down
Signal - If you’ve got a weak signal where you are, this can cause your data to run slower
Here’s what you can do to get to the root of the issue and get back on track:
Switch off the device, remove the sim and give it a little clean, pop the sim back in and switch the device back on
Make sure that 5G is enabled/turned on within your phone settings, usually found in 'Mobile Data Network Settings' for Android, or 'Voice & Data' for iPhone
If calls and texts are working for you then there might be an issue with your internet APN settings, although this is uncommon. Have a look at our guide with the correct APN internet settings
Check your account settings to ensure everything is active and there are no restrictions in place. If there, reach out to one of our helpful agents who can assist you further
Picture messages (MMS) aren't working
Picture messages (MMS) aren't working
There are a few things that might stop you from sending picture messages (MMS).
You might have no credit. MMS are not included in our plan so you'll need to make sure you have at least 30p credit to send each picture message. How to check your credit balance:
Logging into your account at my giffgaff,
Dialling 43430 and pressing Option 2
Texting “INFO” to 85075
Other things to try:
Make sure your MMS is no more than 300 KB
If you have credit, then it may be that your phone's APN settings are incorrect. Check out our APN settings guide for more info
If you still can't send MMS, for example you see a message like "service not activated on network", you'll need to have a chat with one of our giffgaff agents
What if I have no service or signal?
What if I have no service or signal?
If the above steps fail to resolve your issue and you're still stuck with no signal or no service, try your giffgaff SIM in another unlocked phone. This way you will know if the issue is with your phone or your giffgaff SIM.
The SIM works in another unlocked phone and you have service/network:
The problem may be with your device. Contact the manufacturer or seller to have it checked out.
SIM does NOT work in another phone and you still have no service/network:
The problem may be with your SIM and you will need a new SIM.
FAQs:
What if I need a new SIM? If you need a new SIM, you can order one online or you can obtain a SIM from many shops. Once you have a new SIM, all you have to do is perform a 'SIM swap' on your account.
Important: Make sure you log in to the giffgaff account of the number you want to keep when you activate the SIM. Don't set up or activate the new SIM onto a new account, it has to be activated onto your account linked to your number.
Also, SIM swaps can take up to 24 hours to fully complete, so please keep this in mind.
What if I don't have another unlocked phone? Try a different SIM in your phone. If it works and there's service/network on that SIM, your SIM might be faulty and you can swap your SIM.
Need extra help with troubleshooting or manufacturer-specific steps for your device? try our helpful community for support.
What if I'm still having issues?
If you’ve tried all this and nothing has worked, the issue could be account related. You can reach out to one of our helpful agents to investigate further.
Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer. Alternatively, ask one of our helpful agents for an answer within 24 hours.