sunny26836 Hi Im new to giffgaff I have topped up with 25 pounds for the always on data package but the data isn't working
Check that you have the correct APN settings in your phone to work with giffgaff mobile internet data. See the guide here:
https://giffgaff.com/help/articles/internet-apn-settings-guide
If that doesn't resolve the problem, did you actually buy a goodybag, or just top up with airtime credit? Goodybags and credit are two different things, and the Pay As You Go rates for using credit for data are very expensive - £25 would only buy 500MB, so you might have used it all up without realising, especially if background apps or updates were allowed to use it in your phone settings.
You can check to see exactly what you bought by looking at your Order history here:
https://giffgaff.com/profile/payment-details#orders
And you can see what you have left on your account on your Dashboard page here:
https://giffgaff.com/dashboard
Or call the top-up line 43430 (free call), pres 2, and listen to the announcement, which will tell you all the allowances and credit that you have on your account.
If you find that you only topped up with airtime crdit, and didn't actually buy a goodybag, contact an agent and ask for help. Although the official policy is "No refunds", agents are authorised to make goodwill payments, and are often very understanding of people in your position, especially if the are new members, unfamiliar with how it all works. Use the form here:
https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Buying-a-goodybag-or-credit/form/
Agents can take up to 24 hours to reply, but are usually a lot quicker. You will find their reply in the Messages from agents section at the bottom of your Dashboard page, see here:
https://giffgaff.com/support/questions
Make sure that you keep your mobile data turned OFF in your phone settings, otherwise any refund could get used up the same way as your original top-up. When you have the refund, you can buy a goodybag by calling 43430 again, pressing 2, and after the announcemant, choosing the £25 goodybag. Then select the Pay with balance option. You may need to turn the phone off and on again to kickstart your new goodybag, but when 43430 option 2 says that it's active, you can turn your data on again.
Good luck, and welcome to giffgaff!
