Hi everyone, Sean here, head of the Phones team at giffgaff.
As you might know, giffgaff’s phones pages have gone from being a small part of what we offer to a core part of how people interact with giffgaff. We’ve gone from offering just a few phones on either a pay monthly or outright basis, to offering preowned and refurbished phones, as well as the ability to trade in phones you no longer need.
To do this, we work with a lot of companies behind the scenes to manage it - the manufacturers themselves, inventory management companies, technicians, courier services, and more.
Unfortunately, due to some critical operational challenges with one of our partners, and despite our best efforts in trying to resolve them, we’ve decided it’s in the best interests of members for us to temporarily put the ‘sell my phone’ feature of giffgaff on hold. This means that in the short term, we won’t be able to offer Marketplace trade-in on your old devices.
If you’ve got a phone that’s currently in transit or waiting for inspection, then you should not be impacted. However, if you’re concerned about the status of your trade-in for any reason, our agent team will be able to investigate for you.
Since we launched early last year, it’s become very clear how much people value being able to trade in their phones to reduce waste (and save a little on their next one), and we're sorry that this is going to be inconvenient for those of you who were planning on using this feature. We’re going to continue to work with our partner to get it back up and running as soon as we can and we'll share news on that when we have it.
UPDATE - September 21st, 2018
Following on from our message to you on the 23rd August about us pausing sell my phone on giffgaff. We are very pleased to announce that we are confident that the operational challenges we highlighted have been resolved and later today we will be re-activating “sell my phone” once again.
Thank you all for your patience and support during this period
Have a great Friday