Knowledge Base
Community

Getting back up and running with giffgaff

Started by: mdseldroth
On: 01/04/2018 | 19:55
Replies: 11
Reply

Go to best answer
by: mdseldroth
on: 01/04/2018 | 19:55

Can anyone help  Joined Giff Gaff a few days ago in the UK and have a recurring £10 goody bag set up. This shows in my account page. It's all paid etc. Phone worked in the UK but we are now in France and when I try to ring or text it says I haven't enough credit but I have ! Could it be related to the fact that I'm waiting for them to transfer my old phone number over on April 4? 

Message 1 of 12
1 BEST ANSWER

Accepted Solutions
by: rhort
on: 01/04/2018 | 20:02
Did you actually use your SIM in the UK?

The EU 'Roam Like Home' system is designed for 'occasional use' overseas, which has been defined as:

"no more than 60 days in any four month period" and requires the SIM to have been used 'normally' in the UK first. Usage beyond this falls outside the scope of 'Roam Like Home'; this is universal to all UK airtime providers.

You can find more details at https://community.giffgaff.com/t5/Announcements/Take-your-goodybag-on-holiday-with-inclusive-EU-roam...
Message 3 of 12
by: sneaky007
on: 01/04/2018 | 19:59
Hi @mdseldroth

Do you have the roaming option enabled? You will need to have roaming enabled under your details page here http://www.giffgaff.com/profile/details in order to roam in the EU with your goodybag.

The goodybag allowances can be used in the following EU destinations:

Austria, Belgium, Bulgaria, Croatia, Cyprus (South), Czech Republic, Denmark, Estonia, Finland (including Aland Islands), France (including Corsica, French Guiana, Guadeloupe, Martinique, Mayotte, Reunion, Saint Martin and additionally, Saint Barthelemy), Germany, Gibraltar, Greece (including all islands), Hungary, Iceland, Ireland, Italy (including Sardinia, Sicily, and additionally, San Marino, Vatican City), Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, The Netherlands (but NOT Aruba, Curaçao or Sint Maarten), Norway, Poland, Portugal (including Azores, Madeira), Romania, Slovakia, Slovenia, Spain (including Balearic Islands, Canary Islands, Ceuta and Melilla), Sweden.

You can also check out this https://community.giffgaff.com/t5/Using-giffgaff/Using-your-mobile-abroad/ta-p/3522931 knowledge base link for more detailed information on using the giffgaff services abroad.
GET A FREE SIM WITH £5 AIRTIME CREDIT
Message 2 of 12
by: rhort
on: 01/04/2018 | 20:02
Did you actually use your SIM in the UK?

The EU 'Roam Like Home' system is designed for 'occasional use' overseas, which has been defined as:

"no more than 60 days in any four month period" and requires the SIM to have been used 'normally' in the UK first. Usage beyond this falls outside the scope of 'Roam Like Home'; this is universal to all UK airtime providers.

You can find more details at https://community.giffgaff.com/t5/Announcements/Take-your-goodybag-on-holiday-with-inclusive-EU-roam...
Message 3 of 12
by: mdseldroth
on: 01/04/2018 | 20:05
Very helpful. I think it's because I changed to Giff Gaff only a couple of days ago and then we've come to our house in France and they think I've not used my phone in the UK enough! No idea what to do next.
Message 4 of 12
by: mdseldroth
on: 01/04/2018 | 20:07
Thanks for your help. I think you might be right. I only had my new sim for 2 days before we flew out to France.
Message 5 of 12
by: figment_uk
on: 01/04/2018 | 20:09

@mdseldroth

 

Check the Roaming Status (EU and selected destinations) https://giffgaff.com/profile/details

eu roaming.png

 

If it is ON you can use your goodybag within the EU.  If it is OFF, add some PAYG credit [link] and you will be charged 3.2p/min, 1p/SMS and 0.6p/MB (in addition to the cost of the goodybag).  If staying in France more than a month, simply buy the £5 goodybag when your current one expires to keep getting the cheaper rates. If you do not have a goodybag you'll be charged the normal UK PAYG rates.

Join giffgaff during May 2019 for a chance to win goodies worth around £2500. Order a SIM now using the link below

Message 6 of 12
by: mdseldroth
on: 01/04/2018 | 20:12
Brilliant. Thanks for your help. You are right. Although I have a goody bag under my profile it says international roaming etc is off. I'll try and get an agent to change it. Thanks again
Message 7 of 12
by: figment_uk
on: 01/04/2018 | 20:15

@mdseldroth

 

The setting can only be changed if you submit documents confirming you are a UK resident.  The agents will advise the acceptable documents when you contact them. 

Join giffgaff during May 2019 for a chance to win goodies worth around £2500. Order a SIM now using the link below

Message 8 of 12
by: mdseldroth
on: 01/04/2018 | 20:19
Thanks again. We're here for 3 weeks opening our house up so I'll have to wait and see what documents they require. You've been a great help. Cheers
Message 9 of 12
by: figment_uk
on: 01/04/2018 | 20:27

@mdseldroth

 

See the section headed "How to submit proof of UK residency?" here: 

https://community.giffgaff.com/t5/Using-giffgaff/Using-your-mobile-abroad/ta-p/3522931

Join giffgaff during May 2019 for a chance to win goodies worth around £2500. Order a SIM now using the link below

Message 10 of 12