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In order to protect the experience of our members when they are using data on giffgaff, we have introduced some measures, which we call Traffic Flow. This article explains these measures, how they will improve the experience for the majority of members and how you can avoid negatively impacting the data experience for other giffgaff members. More Information What is Traffic Flow? During certain hours of the day, some parts of the network can become congested, which can result in a less consistent data experience for some members. At giffgaff, we think that we have a responsibility to offer a good level of data service to all of our members, regardless of the time of day, and so we have been looking for solutions to protect and improve your data experience even during peak hours. Traffic Flow is the name that we give to any initiative which helps us to ensure that members are getting access to a fair share of the network, even during the busiest hours of the day. Ultimately, Traffic Flow is in place to improve the data experience on giffgaff.     Why are we taking measures? Without Traffic Flow, at times, we are seeing a huge inequality in the way that network resource is being used, for example, during the hours where the data experience is degraded, as few as 1% of members were using around 30% of the total network resource. This unfair distribution causes an inconsistent experience for the majority of members.   It is only during our busiest hours where this type of inequality can deteriorate experience, but we think that the impact that a small number of members has on the vast majority during peak hours is unfair - we want a network which delivers a good service for everyone.   Our aim is to reduce the impact that the usage patterns of this minority have on the data experience for the vast majority of giffgaff members.     What are we doing to protect your experience? We are now contacting members who are using a goodybag with an Always On data allowance and who have been identified as using the network in a way which impacts other members, consistently over a period of time. We are sending them an email to explain this policy, and offer advice on how to reduce their impact on other members. Where members are either not able or not willing to change a behaviour which impacts the data experience on giffgaff, we have a responsibility to make the situation fairer and protect the vast majority of members. This is particularly true at giffgaff, where we have been built on the principles of fairness and mutual giving.   For this reason, when reaching the end of their current goodybag, members who have been warned but not modified their behaviour, will be prevented from repurchasing an Always On data goodybag in the future. Importantly, members with an Always On goodybag will never see their allowance removed from them and there is no limit to the amount of data that one of these members can use. A member is only contacted if their specific usage pattern is impacting the service of other members, not when they reach a given volume of data.     What can you do to avoid creating congestion? At this point, it is important to repeat that only a very, very small minority of members have usage patterns which impact the experience of other members.   The type of usage we are talking about is very extreme and there are examples of members using double the average monthly network resource within a single day, during peak hours, so unless your usage is extremely unusual, then there's no need to worry about receiving an email.   If you think that your usage is unusual and might be impacting other members, then we have listed below some advice which will help minimise your impact on other members during peak hours:   Download large files which do not require an immediate use over Wi-Fi. Where possible, carry out larger downloads overnight, or outside of busy hours. If you stream movies for many hours a day to your phone, perhaps see whether you can have lower resolution settings - often it's not possible to tell the difference on small mobile phone screens. Avoid creating Hotspots and use the Wi-Fi connection instead when possible. This advice will help to reduce the volume of data used when it matters the most to the members, whilst having little or no impact on their own experience.     Fair usage guidelines (while traveling within the EU and select countries) goodybags and gigabags with inclusive roaming are intended for giffgaff members who typically reside in the UK, but may take trips to other EU and select country destinations from time to time. We have some fair usage guidelines to protect this and other misuse of the service. See our guidelines here   Traffic Management Indicator We're committed to being transparent about the data service that we provide, so we have signed up to the voluntary Traffic Management Transparency Code of Practice from the Broadband Stakeholder Group.   If you'd like to get any more information about how we manage the network to provide the best possible data service to our members, you can refer to the Key Facts Indicator.     Frequently Asked Questions How many members will be affected by this?   The impact of this policy is two-fold:   We are talking truly exceptional usage here, so this policy will only impact a very limited number of members - we expect it to be less than 1% of our active members. For the vast majority of members who are not impacting the network, the overall data experience will improve since they will get access to their fair share of the network.   I received an email, what did I do wrong?   You haven't done anything wrong. However, there are certain usage patterns that affect the data experience of other members and this appears to match your natural usage pattern. Sometimes, these usage patterns are seen when very data heavy services (such as high definition streaming or large file downloads) are carried out very regularly during peak hours.     Isn't this a fair usage policy?   No, you are still free to use your existing data allowance as you see fit and your Always On data allowance will not be removed. We are simply improving the online experience for the majority of our members during peak times. All members can use the full allowance of any goodybag they have purchased. However, members who are found to be in breach of our terms and conditions could be prevented from purchasing an Always On goodybag in the future.   Please note:  If you are travelling to the EU and selected countries and are using the £20 Always On goodybag then a fair usage policy does apply.    
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At giffgaff, we always try to make sure things run as smoothly as possible for our members. If you are unhappy with any part of our service, please tell us.   Your complaints give us a chance to put things right and also means we can improve our service to you and our members in future.   Our Member Services agents are in the best position to deal with and resolve your issue and should be the first people you contact.   Our agents will respond to you within a maximum time of 24 hours. You can contact them through Contact an Agent. For more specific direct links to agents see the When to contact an agent Knowledgebase guide.   If after contacting our Member service agents you still feel your issue has not been resolved to your satisfaction then please contact us as below to raise your complaint.   Our Member Relations team will review your complaint ASAP and try to sort the issue out as fully as we can. Member Relations will respond to you within five working days. If something comes up that means it may take longer to resolve your issue they will discuss this with you.   To make a complaint you can contact us by emailing us directly to complaints@giffgaff.com or alternatively you can write to us at:   Complaints, giffgaff Ltd, 11 Vine Street, Uxbridge, Middlesex, UB8 1QE.     Please note that it will take longer for the team to receive your letter due to postage time lines so we recommend that you use the email option if possible.   When contacting us please ensure you include the following information as this will help the initial investigation into your complaint:   Your name and address. Your giffgaff mobile phone number and your member name. A daytime / alternative contact number. A suggestion of what you'd like us to do to put things right.   If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of Managers you've spoken to.   If we haven't been able to sort things out within 8 weeks, then the ombudsman can review your complaint. Unless there is a deadlock situation, they won't look at cases that are less than 8 weeks old.   You can contact them directly at:   Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU.   Phone: 0330 440 1614 Fax: 0330 440 1615 Textphone: 0330 440 1600 Ombudsman Services: Communications     For information on your consumer rights you can get free advice from your local citizens advice bureau (CAB), consumer advice centre, local authority trading standards or consumer protection department. You'll find their contact details in the local telephone directory or ask at your town hall or local authority offices.   You can find more information about our duties and responsibilities on Ofcom's website: Ofcom for Consumers   Ofcom's website also contains a section describing our obligations with regards to the complaints from our members: Customer Codes of Practice for handling complaints and resolving disputes
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Tethering is sharing or using your mobile Internet connection for another device (e.g. modems, dongles, tablets, laptop or desktop computers) through a Wi-Fi hotspot, a USB connection or any other connectivity method. More Information Is tethering allowed? Tethering is allowed on all our goodybags, gigabags and airtime credit (PAYG). What will happen if I tether? If you tether with a gigabag or a goodybag using your data allowance, your Internet data allowance is shared between all connected devices. If you use up your data allowance before the goodybag expires, we will send a notification to your device to let you know. You will then be charged at 2p per MB from airtime credit balance (PAYG) for the remaining life of your goodybag / gigabag, but once your goodybag / gigabag expires standard rates for mobile data will apply.   If you have no goodybag or gigabag and still want to tether using your airtime credit (PAYG) then you will be charged at standard rates for mobile data.   If you tether using your airtime balance (PAYG) you'll be able to do so until your credit runs out.     Handy Links Guide to Always On Guide to goodybags and gigabags  
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This guide details all the domestic calls which are not included in your goodybag and explains how they are charged. Please refer to our pricing page for the most up-to-date information about prices     More Information What are special charges? Special charges numbers are all the UK numbers which are not included in goodybags and are charged differently from the PAYG rate levied for calls to standard UK landline and mobile numbers.   The charges differ from the normal rate because they reflect a service which is charged on top of the regular network charges.       Service numbers Non-geographic numbers, starting 084 or 087   These numbers are normally used for:   technical support lines chat lines tarot/horoscope lines sales/booking lines.   Premium rate numbers, starting 09   Premium rate services offer a way of buying information or entertainment that you pay for through your phone bill or by using your prepaid phone credit.   The services using premium rate numbers are typically:   Specialist chargeable helplines Recorded information lines Virtual chat services Voting or competitions by phone Adult entertainment services Reverse calls   Directory Services, starting 118   Directory services are acting as a phonebook and as a helpline.     How service numbers are charged   Any call to a service number starting with 084, 087, 09 or 118 will be broken down into two parts:   An access charge - This charge goes to giffgaff and is 25p per minute. A minimum of 1 minute charge is applied and is the same for all the number ranges mentioned above. A service charge - This is the rest of the call charge, which is set by the company you are calling (e.g. directory enquiries, TV shows, etc.). Service providers are required to clearly state the service charge wherever their number is advertised or promoted. The cost for any call can be found by adding these two parts together. A call cost calculator can be found here.       Personal numbers Personal numbers are numbers starting 070. They are NOT mobile numbers. They are call-forwarding services charged at a premium rate.   These calls are charged in per-minute increments and do NOT count towards goodybag allowances.   Where the cost of the call is more than 20p per call or per minute, the service is defined as being a controlled premium rate service and is regulated by the Phone-paid Services Authority.       Calling mobile shortcodes Mobile shortcodes are numbers that are five to seven digits long and usually start with a 6, 7 or 8. They are used for various automated voice-based services, such as voting on a TV show.   Calls can cost up to £5 per call or per minute. Some calls are free. These calls do NOT count towards goodybag allowances. The call cost is set by the service provider and must be advertised next to the number wherever the number is advertised or promoted.   Where the cost of the call is more than 20p per call or per minute, the service is defined as being a controlled premium rate service and is regulated by the Phone-paid Services Authority.       Premium Rate Text services Texting to a five-digit mobile shortcode can be another way to access Premium Rate Services. Instead of being charged for a phone call, the premium charges are linked to the texts you receive from the service; this is called reverse billing.   The cost of sending a text message to a mobile shortcode is either "one standard rate message" or is "free-to-sender", as advised by the service provider. These messages do NOT count towards goodybag allowances.   Some services will send you a one-off premium text in return and others send messages on a regular basis as a subscription. Receiving premium texts can cost up to £10 per message, with the charge being set by the service provider.     Subscription services   Premium rate subscription services let you get regularly recurring updates or content (like daily weather reports or football scores) without having to request it each time.   Once you've joined the service, you should get a text confirming the subscription, who's providing the service and what it costs. You will continue to receive and be charged for texts from the service until you unsubscribe by sending STOP to the five-digit number.   If you need help, you'll need to contact the provider. To find out who that is, go to the Phone-paid Services Authority number checker and use the five-digit shortcode you dial from your mobile.     Can I get a refund?   This might not be possible, but speak to us about any problems with your bill or the company running the service.       Who regulates controlled premium rate services? Ofcom appointed the Phone-paid Services Authority to regulate Controlled Premium Rate Services. The Phone-paid Services Authority regulates all premium rate service providers in the UK who have to abide by a Code of Practice. The Phone-paid Services Authority use this Code to make sure premium rate pricing, advertising and content is clear, honest and appropriate.   The Code covers all controlled premium rate call and text services. As well as calls to 090, 091, 098 and 118 numbers it therefore also covers services on 087 numbers and usage of 070 Personal Numbers and calls to, and texts to and from, mobile shortcodes.   The Phone-paid Services Authority is independent and free. They investigate all complaints about Controlled Premium Rate Services. They can fine companies, shut down services and prevent people from running similar services if they breach the Code.   The Phone-paid Services Authority can be contacted via:   Their website: psauthority.org.uk The helpline on: 0800 500 212 By letter to: Phone-paid Services Authority, Freepost, WC5468, London SE1 2BR Textlink: 020 7407 3431 (for customers who are hard of hearing) Give them all the information you can about the service you want to report – like the number or five-digit shortcode, where you saw the service advertised and what it said.       Other numbers Numbers starting 01 and 02 in UK: These are landline numbers and are charged as standard calls (minimum one minute and then per second) or included in goodybag minutes (but see the following bullet point for some exceptions). Offshore landline numbers: Landline numbers allocated in Jersey, Guernsey and Isle of Man. Offshore 01 numbers are charged at a minimum of one minute and then per minute. They do not count towards goodybag allowances. The list of numbers is available below: 01481, 01534, 01624. Numbers starting 03: These numbers are charged as standard calls (minimum one minute and then per second) or included in goodybag minutes. Numbers starting 055: Corporate numbers (charged in per-minute increments). Numbers starting 056: VoIP numbers (charged in per-minute increments). Numbers starting 070: Personal numbers charged at a premium rate (charged in per-minute increments). Numbers starting 071-075 and 077-079 in UK: These are mobile numbers and are charged as standard calls (minimum one minute and then per second) or included in goodybag minutes (but see the following two bullet points for some exceptions). Offshore mobile numbers: Mobile numbers allocated in Jersey, Guernsey and Isle of Man. Offshore 07 numbers are charged at a minimum of one minute and then per minute. They do not count towards goodybag allowances. The list of numbers is available below: 074184, 074520, 074521, 074522, 074523, 074524, 074525, 074526, 074576, 075090, 075091, 075092, 075093, 075094, 075095, 075096, 075097, 07524, 07624, 077003, 077007, 077008, 077810, 077811, 077812, 077813, 077814, 077815, 077816, 077817, 077818, 077819, 077977, 077978, 077979, 078297, 078298, 078299, 078391, 078392, 078397, 078398, 079111, 079117, 079240, 079241, 079242, 079243, 079244, 079246, 079247, 079248, 079249, 079370, 079371, 079372, 079373, 079374, 079375, 079376, 079377, 079378, 079379. Non-mobile 07 numbers: Numbers which are formatted as a mobile number but which are managed by automated services. Non-mobile 07 numbers are charged at a minimum of one minute and then per second. The list of numbers is available below: 074060, 074061, 074062, 074063, 074064, 074065, 074066, 074067, 074068, 074069, 074171, 074172, 074176, 074177, 074179, 074181, 074182, 074185, 074186, 074188, 074390, 074391, 074410, 074411, 074412, 074414, 074415, 074417, 074418, 074419, 074515, 074516, 074517, 074572, 074574, 074577, 074578, 074579, 074582, 074583, 074584, 074588, 074653, 074655, 075200, 075201, 075203, 075204, 075205, 075207, 075208, 075209, 075370, 075373, 075375, 075376, 075377, 075590, 075591, 075592, 075593, 075595, 075597, 075598, 075599, 075710, 075718, 075890, 075891, 075892, 075893, 075898, 075899, 077001, 077442, 077443, 077444, 077445, 077446, 077447, 077448, 077449, 077530, 077552, 077553, 077554, 077555, 078220, 078221, 078222, 078224, 078225, 078226, 078227, 078229, 078644, 078727, 078730, 078744, 078745, 078922, 078925, 078930, 078931, 078933, 078938, 078939, 079110, 079112, 079118, 079245, 079780, 079781, 079784, 079785, 079786, 079787, 079789. Numbers starting 076: Radiopaging services (charged in per-minute increments). Numbers starting 0800 or 0808 are free-to-caller. Numbers starting 00800 are free from the UK but are barred if your in the EU or Rest of World (R.O.W) destinations.     Who regulates the various numbers?   Ofcom regulates geographic and mobile numbers and most non-geographic numbers.   The Phone-paid Services Authority covers calls to 087, 090, 091, 098 and 118 numbers and sometimes 070 numbers, as well as calls and texts to mobile shortcodes – See above Who regulates controlled premium rate services?.   Ofcom is open Monday to Friday, between 9am and 5pm. Here's how to contact them:   Fill in the online complaint form. Phone: 0300 123 3333 or 020 7981 3040. Welsh speakers, call: 0300 123 2023 or 020 7981 3042. Fax: 020 7981 3334. Textphone: 020 7981 3043 (for people who are deaf or have impaired speech).       Peace of mind If you would like to, it is possible to block outgoing calls from your mobile phone to premium rate 090, 091 and 098 numbers - see the call services page and associated Knowledge Base article. This will also bar calls to international numbers including calls to numbers in Jersey, Guernsey and the Isle of Man.   The premium rate bar will NOT bar calls to 070 Personal Numbers, nor will it block calls to 118 Directory Enquiries, both of which can be expensive to call.   The premium rate bar also bars texts to various premium rate shortcodes. Most of those that are barred begin with a 6, 7 or 8. With the bar in place, it is still possible to send texts to the lowest-cost shortcodes. These will be charged from airtime credit. Texts to shortcodes are not included in goodybag allowances. To stop receiving premium SMS messages, text STOP to the shortcode for the service.   If you've subscribed to more than one service from the same provider (with the same five-digit shortcode), you can stop them all by texting STOP ALL.       Handy Links The Call Cost Calculator Phone-paid Services Authority's website Ofcom's website Inclusive and non-inclusive calls, texts and services Per second, per minute, per call? How calls are charged      
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Question Can I come and work for giffgaff? Answer While we're a small and busy team, occasionally we find room to squeeze in a new team member.   You might have noticed we like to do things differently - and for a very small company we're making some pretty big waves in telco land.   If you fancy yourself as a future giffgaffer - you're creative, willing to go the extra mile, don't mind a little hard work and cooking the occasional team lunch - please take a look at the available job roles below.   Send your CV to jobs@giffgaff.com and we'll be in touch.     All our vacancies are available on the Jobs at giffgaff page.           NO AGENCIES PLEASE   Follow us Twitter and Facebook
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In order to provide you with our service, we need to know a few things about you. This ranges from your address (to deliver your SIM) to the number of texts you sent last month. You entrusted us with your data so we thought that you would be interested to know what we do with them. More Information Where can I find about my rights? Your rights and obligations with regards to Privacy and Disclosure of information are defined by article 17 of the Terms and Conditions called Use and Disclosure of Information.   You can also find detailed information about the data collected by giffgaff and how it is used in the Privacy Policy.   The following sections provide you with information coming from the Privacy Policy, which is the reference document to find the most up to date information.     When is the information collected? giffgaff collects information from you directly when you are asked to provide personal details. This includes when:   You register as a member. You purchase or use our products or services. You are contacting us with a query or comment. You are entering a competition or take part in a survey.   giffgaff may also collect information indirectly from:   Credit reference agencies. Fraud prevention agencies. Business directories. You can find the more details about when your data is collected in this section of the Privacy Policy.     What is the information collected? The information collected on these occasions is such as:   Personal details. Contact details and address. How you use and manage your giffgaff account. Debit or credit card details and bank details.   giffgaff also collects information about your usage:   Phone number or email address of the calls, texts, MMS, email and other communications made or received by you. Date, duration and cost of such communications. Searching and browsing history (including websites you visit). Location data and IP address.   You can find the more details about which data is collected in this section of the Privacy Policy.     What giffgaff does with this information This information is used to give you access to the service and analyse your usage, which includes:   Providing you access to the website and services. Contacting you with information about your account and our services. Assisting us with crime and fraud prevention and investigation. Investigating enquiries that you submit to us. Informing you about products and services provided by other companies. Aggregating information about you and other users of the service to identify trends. Aggregated information do not contain information from which you may be personally identified.. Analysing information about you, including your calling, searching, browsing and location data on a personalised or aggregated basis.   You can find the more details about how we manage your data in this section of the Privacy Policy.     Disclosure of your information The information described above may be disclosed to the following third parties:   To our partners when they are involved in providing you with our products or services. To other companies in the giffgaff group. To any relevant public authority or law enforcement agency. To third parties from whom you have chosen to receive marketing information.   giffgaff does not sell your data to third parties. All disclosures are made in relation with the service you signed up for, or in order to comply with the law.   This information is disclosed to third parties in the following situations:   When it is necessary to provide you with our service. When we are receiving a valid request by a competent authority. When we believe it is necessary to protect giffgaff or third party. During emergencies when we believe physical safety is at risk.   You can find the more details about how we manage your data in this section of the Privacy Policy.     Retention of your information We retain information only for as long as we need it.   We are required to retain the following information for not less than six months and not more than two years in order to ensure that it is available for the purpose of the investigation, detection and prosecution of serious crime:   User ID and telephone number allocated to any communication entering the public telephone network. Name and address of subscriber to whom an Internet Protocol (IP) address, user ID or telephone number was allocated at the time of a communication. User ID or telephone number of the recipient of an Internet telephony call. Name and address of subscriber and user ID of the intended recipient of a communication. Date and time of login and logoff of our Internet access service, IP address and user ID of the subscriber.     Right to access, update and amend your information You may verify, update or amend the personal information you have provided to giffgaff online at any time by clicking on My profile & settings.   The 'Opt-In' on the website will allow you to select whether you receive marketing information from giffgaff about giffgaff only, or about our business partners. You can 'Opt-Out' of either or both at any time by:   Going to Contact permissions and changing your preferences. E-mailing your preferences to removeme@giffgaff.com if you're not a giffgaff member.   We will not give your personal information to third parties to allow them to market to you unless you expressly give us permission to do so.   We can supply certain types of personal information on request including but not limited to:   Billing. Name and address. Aggregated phone usage.   Requests should be made in writing and include:   Your name. Mobile telephone number. Proof of your identity (such as a photocopy of your passport, birth certificate or driving licence). Proof of address (for example, a copy of a utility bill or bank statement). And the information you require.   We'll charge you £10 to cover the administrative cost of supplying the requested information. If we hold any inaccurate information about you, please tell us and we will correct it.   Our address is:   Data Controller - Subject Access Request, giffgaff, Hertz House, 11 Vine Street, Uxbridge, UB8 1QE, UK.   Our email address is datacontroller@giffgaff.co.uk.   We will process your request within 40 days or we will advise if there is any reason we can't complete your request.     How we protect your personal details As "the network run by you", giffgaff strives to ensure your personal data is safe with us.   The protection of members data has been designed with the following principles in mind:   Confidentiality: Personal data is not disclosed to unauthorized individuals or organizations. Integrity: Personal data is not altered or removed by unauthorized individuals or organizations. Authenticity: Personal data is only exchanged between genuine parties (including yourself).   We take these principles into consideration each time we design a new feature or product, to guarantee that it does not compromise the existing security measures, and to be "secure by design".     Website technical protection   Pages used to gather and display personal or payment details are only accessible through the use of a login and password, to identify the member accessing this data. These pages are encrypted using the industry standard HTTPS protocol.   The certificate proving the website is owned by giffgaff is provided by Thawte SGC.   Regular vulnerability assessments are conducted by an external independent company in order to test and assess these technical measures.     Secure data management   In order to complete your purchase with credit / debit cards, giffgaff and its supplier needs your payment details. The details are stored by giffgaff for the duration of the transaction only and they are transmitted securely to our payment partner who processes your transaction in a PCI-DSS compliant environment. This means that your transaction is processed under the security measures asked by the payment card providers.     Secure access to the data   Each application used by giffgaff to access or manage your personal data is secured with the following measures:   All access is made through the use of a unique ID. Unique ID's are personal and are only provided to employees with a proven need. These measures are reinforced with physical (access control, fire safety policy, etc) and technical security (firewall, VPN, etc) policies.   All permanent employees attend a mandatory Data Protection training to learn their obligations and responsibilities with regards to the management and protection of personal data.   giffgaff's information system is operated under the principles of British and International security standards.     Third party management     All third parties involved in the management of personal data ("data processors") enforce similar security policies and measures - this includes our hosting and payment partners.   Each data processor defines its own security measures, adapted to their particular activity. The level of protection they provide is guaranteed by the Service Level Agreements they have with giffgaff.     Protection by the members   Data protection starts with the member so we advise you to keep your password secret and to change it regularly to avoid it being compromised.   We also ask you not to post personal or payment details on public areas of the website (including your telephone number). When such a breach is reported to us, the educators edit the member's post to remove the references to their data and mitigate the risk.   In order to fully enjoy the protection of the technical measures described above, we advise you to always use a recent browser, to use the SSL protocol and to keep your operating system and it's antivirus software up to date at all times.     Handy Links giffgaff's Privacy Policy giffgaff's Terms and Conditions  
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At giffgaff, we work hard to deliver the best possible data service to our members, so that we all get a more consistent experience. To make sure that we are totally transparent about any new processes or policies which we put in place to help achieve this, we've signed up to the Broadband Stakeholders Group Code of Practice on Traffic Management Transparency and this page will always be kept up to date with the latest information. More Information Section 1: Traffic management in relation to your broadband product Section 1: Traffic management in relation to your broadband product (not including during busy times and places to manage network congestion see Section 2) Name of broadband product: All goodybags providing Mobile Internet access and all gigabags. Use and availability of services, content, application and protocols on this product Are any services, content, applications or protocols always blocked on this product?** N If so what?   Are any services, content, applications or protocols always slowed down? N If so what? n/a Are any services, content, applications or protocols always prioritised? N If so what? n/a Are any managed services delivered on this product? N If so what? What impact? n/a Data caps and downloads What are the download/upload limits or data usage caps on this product? All goodybags and gigabags come with a data allowance. More details of our offer can be found here.   ‘Always On’ data provides the peace of mind that you will always have access to data. 6GB of data can be used at up to full speed each month. After 6GB of data has been used, download speeds will be capped at 256kbps between 8am and midnight, for the remainder of the goodybag. Is traffic management used to manage compliance with data caps and download limits? N Under what circumstances? n/a Level of speed reduction? n/a Duration of speed reduction? n/a Is traffic management used in relation to heavy users? Y Under what circumstances? Consistent extreme usage of data in peak times can negatively impact the experience of other members. We monitor and look out for abnormal usage patterns on our Always On goodybag, and if found, may warn and ultimately prevent members from buying further Always On goodybags. See our Traffic Flow Policy.     Section 2: Traffic management to optimise network utilisation Section 2: Traffic management to optimise network utilisation (what happens during busy times and places in addition to traffic management as described in section 1) Is traffic management used during peak hours? Y When are typical peak hours? From 3.00 pm To midnight What type of traffic is managed during these periods?**** Traffic type Blocked Slowed down Prioritised Peer to Peer (P2P)   100kbps speed restriction for members using an Always On data allowance and whose usage impacts the quality of the experience of other members, until the end of the peak period.   Newsgroup       Browsing/email       VOIP (Voice over IP)       Gaming       Audio streaming       Video streaming       Music downloads         Video downloads       Instant messaging       Software updates       Is traffic management used to manage congestion in particular locations? Y If so how? In approximately 2.5% of the network, where congestion is most likely to occur, some members who are using more than their fair share of network resource will have an upper speed restriction of 100kbps for a period of 30 minutes. We estimate that this will impact approximately 0.15% of members each day, but will deliver a stronger data experience for tens of thousands of members in these areas.   This is to ensure that the greatest number of giffgaff members have the best possible experience when using mobile data, no matter where in the country they are.   Additionally, at times of high congestion in London, interactive (or “real time”) traffic is prioritised over automated (or “background”) traffic for all users. This means that the quality of experience is maximised for services such as browsing and watching videos, by reducing the priority of background app updates and syncs.     * This KFI gives an overview of typical traffic management practices undertaken on this product; it does not cover circumstances where exceptional external events may impact on network congestion levels.   ** This excludes any service, content, application or protocol that an ISP is required to block by UK law and child abuse images as informed by the list provided by the Internet Watch Foundation.   *** If no entry is shown against a particular traffic type, no traffic management is typically applied to it, though overall network management rules shall apply.   **** In addition to the above practices, giffgaff also modifies some traffic to optimise the end-user experience. The rationale for doing so is to make best use of network capacity to support real-time applications and make efficient use of data allowances.     Glossary: Traffic management Traffic management Traffic management is the term used to describe a range of technical practices undertaken to manage traffic across networks.   The different outcomes achieved by the use of technical practices can include:   The prioritisation of certain types of traffic in busy times or busy areas to ensure that it is of an adequate quality The slowing down of certain traffic types that are not time-critical at busy times or busy places Ensuring compliance with a consumer’s contract, for example slowing down of traffic for the heaviest users Supporting the delivery of managed services, for example to ensure a guaranteed quality of service for a specific piece of content   Managed services   The majority of Internet traffic is delivered on a “best efforts” basis. A managed service, on the other hand is one whereby an ISP offers “quality of service” that can guarantee a certain level of performance, so that the content, service or application can be delivered without risk of degradation from network congestion. Such a quality of service arrangement can be made between an ISP and a content or service provider or directly between an ISP and the consumer.   Best Efforts   This phrase relates to the delivery of Internet traffic where traffic management is applied without distinctions based on the source of that traffic.   Slowed down   This outcome is achieved by the deployment of technologies that can decrease the priority of traffic types deemed to be non-time critical on the network e.g. slowing down traffic such as downloads during busy times and busy periods.   Prioritised   This outcome is achieved by the deployment of technologies that increase the priority given to certain traffic types, e.g. time-critical traffic such as video. This outcome can also be achieved as a consequence of slowing down other selected traffic which reduces the overall data flow on the network.   Heavy users   Heavy users can cause peak traffic volumes to exceed the engineered maximum load. In practice this refers to a very small proportion of users of a network whose use is excessive to the extent that it impacts on other users.   For information from Ofcom on Traffic Management visit: http://consumers.ofcom.org.uk      
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This article details which calls, texts and services are included in goodybag allowances, which calls and texts are free and which calls, texts and services require airtime credit at all times.     Inclusive calls, texts and services Free calls and texts Non-inclusive calls, texts and services Prefix listings Handy Links       Inclusive calls, texts and services   Goodybags include "UK minutes" for the following calls: standard landline numbers starting 01 and 02 excluding Jersey, Guernsey and Isle of Man landline numbers (see list below) and excluding various non-landline 01 and 02 numbers (see list below) non-geographic numbers starting 03 standard mobile numbers starting 071–075 and 077–079 excluding Jersey, Guernsey and Isle of Man mobile numbers (see list below) and excluding various non-mobile 07 numbers (see list below).   Goodybags also include: text messages to all standard UK landline and mobile numbers excluding Jersey, Guernsey and Isle of Man landline and mobile numbers (see list below) and excluding various non-landline 01 and 02 numbers and non-mobile 07 numbers (see list below) an allowance of UK data usage voicemail on 443 (each call takes one minute from the allowance).     Back to top   Free calls and texts   Additional universal giffgaff benefits while you are in the UK: calls, video calls and text messages to giffgaff mobile numbers are free (first 59 minutes of each call and each text is free as long as you have either topped up or bought a live goodybag using new credit within the last 93 days) Facebook text updates are free.   Certain UK calls and texts are always free: calls to freephone numbers starting 080 are free calls to 105 power cuts and blackouts emergency helpline number are free calls to 111 NHS non-emergency number are free calls to 112 and 999 emergency services are free calls to 116 helpline numbers are free calls received while you are in the UK are free receiving standard text messages is always free.     Back to top   Non-inclusive calls, texts and services   Calls and texts to the following prefixes are NOT included in goodybags: Calls and texts to Jersey, Guernsey and Isle of Man landline numbers (see list below) Calls and texts to Jersey, Guernsey and Isle of Man mobile numbers (see list below) Calls and texts to non-landline 01 and 02 numbers (see list below) Calls and texts to non-mobile 07 numbers (see list below).   Calls and texts to the following premium prefixes are NOT included in goodybags: Corporate numbers starting 055 VoIP numbers starting 056 Personal numbers starting 070 Pager numbers starting 076 The Access Charge element for calls to numbers starting 084, 087, 090, 091, 098, 118 The Service Charge element for calls to numbers starting 084, 087, 090, 091, 098, 118.   The following services are NOT included in goodybags: Police non-emergency number on 101 Speaking clock on 123 Calls to mobile shortcodes Sending text messages to mobile shortcodes Receiving premium text messages from mobile shortcodes MMS (picture messaging) Video calls Calls and texts to non-UK numbers Roaming charges while in Jersey, Guernsey and Isle of Man Roaming charges while abroad.     Back to top   Prefix listings   The following lists are provided for your convenience.   Jersey, Guernsey and Isle of Man landline numbers 01481, 01534, 01624.   Jersey, Guernsey and Isle of Man mobile numbers 074184, 074520, 074521, 074522, 074523, 074524, 074525, 074526, 074576, 075090, 075091, 075092, 075093, 075094, 075095, 075096, 075097, 07524, 07624, 077003, 077007, 077008, 077810, 077811, 077812, 077813, 077814, 077815, 077816, 077817, 077818, 077819, 077977, 077978, 077979, 078297, 078298, 078299, 078391, 078392, 078397, 078398, 079111, 079117, 079240, 079241, 079242, 079243, 079244, 079246, 079247, 079248, 079249, 079370, 079371, 079372, 079373, 079374, 079375, 079376, 079377, 079378, 079379.     Non-landline 01 and 02 numbers These are numbers which are used for various automated and dial-through services. 0203505.   Non-mobile 07 numbers These are numbers which are used for various automated and dial-through services. 074060, 074061, 074062, 074063, 074064, 074065, 074066, 074067, 074068, 074069, 074171, 074172, 074176, 074177, 074179, 074181, 074182, 074185, 074186, 074188, 074390, 074391, 074410, 074411, 074412, 074414, 074415, 074417, 074418, 074419, 074515, 074516, 074517, 074572, 074574, 074577, 074578, 074579, 074582, 074583, 074584, 074588, 074653, 074655, 075200, 075201, 075203, 075204, 075205, 075207, 075208, 075209, 075370, 075373, 075375, 075376, 075377, 075590, 075591, 075592, 075593, 075595, 075597, 075598, 075599, 075710, 075718, 075890, 075891, 075892, 075893, 075898, 075899, 077001, 077442, 077443, 077444, 077445, 077446, 077447, 077448, 077449, 077530, 077552, 077553, 077554, 077555, 078220, 078221, 078222, 078224, 078225, 078226, 078227, 078229, 078644, 078727, 078730, 078744, 078745, 078922, 078925, 078930, 078931, 078933, 078938, 078939, 079110, 079112, 079118, 079245, 079780, 079781, 079784, 079785, 079786, 079787, 079789.     Back to top   Handy Links   UK prices International prices from the UK Roaming prices, using your phone while abroad Archive of non-standard landline and non-standard mobile numbers Detailed information on geographic and mobile numbers Detailed information on non-geographic numbers Detailed information on helplines, directory enquiries and mobile shortcodes Per second, per minute, per call? How calls are charged What is the unbundled tariff? Calling non-geographic numbers   Back to top    
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This short guide explains which calls are charged per second, per minute or per call.     Charging increments Calls charged per second after a minimum charge of one minute Calls charged either per call or per second or a combination Calls charged in one minute increments Calls charged per second after a minimum charge of thirty seconds Calls charged per call, irrespective of call length Calls which are always free and therefore have no charging increments Mobile shortcodes Prefix listings Handy Links     Charging increments   Calls charged per second after a minimum charge of one minute   01, 02 standard landline numbers (one minute increments in goodybags) non-landline 01, 02 numbers 03 non-geographic numbers (one minute increments in goodybags) 071–075, 077–079 standard mobile numbers (one minute increments in goodybags) non-mobile 07 numbers 084, 087, 090, 091, 098, 118 numbers - the Access Charge element of the call cost.     Back to top   Calls charged either per call or per second or a combination   084, 087, 090, 091, 098, 118 numbers - the Service Charge element of the call cost.     Back to top   Calls charged in one minute increments   055 corporate numbers 056 VoIP numbers 070 personal numbers 076 pager numbers making calls from the UK to Jersey, Guernsey and Isle of Man landline numbers (see list below) making calls from the UK to Jersey, Guernsey and Isle of Man mobile numbers (see list below) receiving calls while roaming outside the EU or Europe.     Back to top   Calls charged per second after a minimum charge of thirty seconds   making calls while roaming in Jersey, Guernsey and Isle of Man making calls while roaming within the EU or Europe making calls while roaming outside the EU or Europe receiving calls while roaming in Jersey, Guernsey and Isle of Man receiving calls while roaming within the EU or Europe.     Back to top   Calls charged per call, irrespective of call length   101 Police non-emergency number 123 Speaking Clock 443 Voicemail (each call uses one minute in goodybags).     Back to top   Calls which are always free and therefore have no charging increments   080 freephone numbers 105 Power cuts and blackouts emergency helpline 111 NHS non-emergency number 112 and 999 Emergency Call 116 Helpline numbers receiving calls while in the UK.     Back to top   Mobile shortcodes   Calls to mobile shortcodes may be charged per minute or per call or may be completely free. The service provider is required to declare the applicable call cost wherever their number is advertised.     Back to top   Prefix listings   The following lists are provided for your convenience. See also this article.   Jersey, Guernsey and Isle of Man landline numbers 01481, 01534, 01624.   Jersey, Guernsey and Isle of Man mobile numbers 074184, 074520, 074521, 074522, 074523, 074524, 074525, 074526, 074576, 075090, 075091, 075092, 075093, 075094, 075095, 075096, 075097, 07524, 07624, 077003, 077007, 077008, 077810, 077811, 077812, 077813, 077814, 077815, 077816, 077817, 077818, 077819, 077977, 077978, 077979, 078297, 078298, 078299, 078391, 078392, 078397, 078398, 079111, 079117, 079240, 079241, 079242, 079243, 079244, 079246, 079247, 079248, 079249, 079370, 079371, 079372, 079373, 079374, 079375, 079376, 079377, 079378, 079379.     Back to top   Handy Links   giffgaff UK call rates Archive of non-standard landline and non-standard mobile numbers Detailed information on geographic and mobile numbers Detailed information on non-geographic numbers Detailed information on helplines, directory enquiries and mobile shortcodes Inclusive and non-inclusive calls, texts and services What is the unbundled tariff? Calling non-geographic numbers   Back to top    
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Next Generation Text Relay Service (or NGTS) is a service that allows people with difficulties speaking or hearing to communicate over the phone.   More Information What NGTS does   NGTS works in a few different ways:   Type & Hear - A person can enter text which will be relayed to the person on the other end of the phone as speech. Speak & Read - A person can speak down the phone and this will be converted to text for the recipient to read. Type & Read - A person can enter text and this will be received as text in real time. Speak & Hear - A person who has some difficulty speaking can have what they are saying relayed by a third party.   How to use NGTS   NGTS can be used:   With a textphone. With the NGT Lite app. The app is available for smartphones, tablets and computer. See the NGTS website for more information about which devices can run the NGT Lite app.   To make a call using the NGTS service, you need to enter a prefix before the number you wish to call. The Prefixes supported by giffgaff are as follows:   18001 – Used when making calls using the Type & Hear, Speak & Read and Type & Read services. 18002 – Used when making a call using the Speak and Hear Service. You can also use the shortcode 18000 to contact emergency services instead of 999 or use the Emergency Services SMS service free of charge from your giffgaff SIM.   The NGTS website is a great resource to explain how Next Generation Text Services work, and to learn how to use them.   How much does NGTS cost?   The cost of using NGTS is as follow:   Using 18000 - Free from the UK and from abroad. Using 18001 - Free from the UK. This service is not available from abroad. Using 18002 - UK: Same rate as domestic calls to +441, +442, +443 (included in goodybags, or 15p/min otherwise). Roaming: Standard international price for a call to a UK number.   Calls with the NGT Lite app use both a voice call and an Internet connection. If you are using a 3G or 4G connection your usage will be charged from your goodybag's data allowance, or from your balance at the standard rate if you don't have a goodybag.   Handy Links   giffgaff Accessibility Services  
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Welcome to the giffgaff community, where we all sit back, relax, and discuss anything and everything. We even help each other out from time to time, and earn rewards for doing so. Great, huh? Come join us to discuss ideas and suggestions for improving giffgaff, learn new things, and support each other through any difficulties you may face. Our community is built on a foundation of friendliness and trust, where we all treat each other as equals and with respect.   The community team (meet them all) naturally keep an eye on how things are ticking over, however there are a few simple guidelines we expect everyone to follow. Don't forget, you've also agreed to the giffgaff Terms of Use when you created an account.   Please note that these guidelines cover the giffgaff community; on the forums, on our social channels and when you represent us.   More Information Guidelines 1.   Members are to  only use one account  for their community activity. You may not use multiple accounts to gain extra Payback or award yourself Kudos or Best Answers (see 11. below).   2.   Search   to see if a topic already exists, or if your question has an answer.   3.   Say thank you   with Kudos   if someone has helped you or shared a great post. For more on Kudos, visit our guide here. Don’t forget to choose a Best Answer if you open a thread in the Help forum – you’ll be helping someone else.   4.   Stay on topic   when posting in an existing thread. Going off on a tangent for a bit is ok, but completely changing the topic should be avoided.   5.   Contribute posts and content that adds to the discussion or provides useful help for other members. When responding to a query in the help forum, ensure that you have your full answer ready before submitting your post. Please don’t post a one-word response and then edit in a longer reply later.   6.   Read and abide   by the website section of our Terms and Conditions. For clarity, we consider any form of hate speech and/or discrimination to be offensive.   7.   For your safety and privacy please   don’t post, or request others to post, personal details   such as phone number, email address, private message content, agent message content or similar on the forum for the world and his wife to see. Your information will be treated in accordance with our   Privacy Policy.   8.   Do not impersonate   a giffgaff agent or giffgaff team members.   9.   Touting for SIMs / Kudos: Don’t tout for SIM’s or Kudos by asking or posting links in the body of your message. A   small message/banner   (see bottom of page) in your signature is, however, allowed.   10. Photography board   guidelines Copying another person's work (written or graphic) without their permission is something that won't be allowed in this board and certainly questioned and removed by a member of staff however, posting images or other content that is not your property must be marked as such, and the actual copyright holder must be noted with said content. Ignoring this rule will have your picture removed.    Images from third party sources must include a link or reference back to the original artist/copyright holder with verifiable terms of usage. Showing appreciation with kudos is what we love seeing but please abide by all of our community guidelines. 11. You can find our complaints process and how to raise a case   on this page.     Fine Print Just a few pointers on how we manage the forums:   12.   The Educators role is not to actively moderate content; we therefore rely on community members to self-moderate by using the ‘Report Content’ link in options (top right on every post) to flag any inappropriate content.   13.   Any   breach of these guidelines   may result in the editing or removal of posts/threads, or may result in a suspension from the community altogether and may have a negative effect on your   payback. In the case of accounts being suspended for having an inappropriate username, the account will no longer be able to participate on the community or receive payback for community contributions.  Except in extreme cases, suspension from the forums will not affect the use of giffgaff mobile services, nor will it stop payback being earned for recruitment.   14.   We have a   zero tolerance policy on harassment   ("cyber bullying") of both community members or staff members. This policy also extends to nuisance communications. Any member who feels they are being bullied, or suspect another member is being bullied, should immediately report this to an Educator or Community Manager via the Private Messaging system. giffgaff may take legal action when appropriate.    15.   Disputes: In the event of disputes or clarification on any of the guidelines the Community Management Team have the final say. We will not discuss details of any of our moderation decisions on the public forums. If you wish to escalate any discussion or dispute you may have with a member of our Community Team regarding these guidelines and their implementation, please   contact a Community Manager.   16.   Updating of the guidelines: Please note these guidelines are subject to updates without notice. We urge members to check these guidelines on a regular basis.   17.   Last updated: 14 December 2016 (to add a link to the complaints page)  
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If you are starting a new article copy everything below this line and paste it into the HTML editor for the new KB article. Fill in the article with the new content and then delete any sections that are left over.   We are now in the process of doing the tkb2017 conversion.  A full detailed description on the conversion is available   here.   More Information TKB2017 Template If no Call to Action (CTA) is required please remove the following lines of code from the html shown below:   <h2>Let's do it now</h2> <a class="lia-button lia-button-primary" target="_self">Link</a>   <div id="tkb2017" class="lia-message-template-content-zone"> <p>Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.</p> <li-spoiler>Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. 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In order to get the best Search Engine Optimisation, we can include a question in this description as that might hit the right terminology used when members are searching for a problem and we want to make sure they receive the best solution(this KB article) among the first results.</p> <p><br><br></p> <ul> <li><strong><a style="text-decoration: none;" title="Handy Video" href="#handy_video" target="_self">Handy Video</a></strong></li> <li><strong><a style="text-decoration: none;" title="First Title" href="#faq_no_1" target="_self">First Title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Second Title" href="#faq_no_2" target="_self">Second Title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Third Title" href="#faq_no_3" target="_self">Third Title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Forth Title" href="#faq_no_4" target="_self">Forth Title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Fifth Title" href="#faq_no_5" target="_self">Fifth Title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Sixth Title" href="#faq_no_6" target="_self">Sixth Title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Seventh Title" href="#faq_no_7" target="_self">Seventh Title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Eighth Title" href="#faq_no_8" target="_self">Eighth Title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Handy Links" href="#handy_links" target="_self">Handy Links</a></strong></li> </ul> <p>&nbsp;</p> <p>&nbsp;</p> <h1 id="handy_video">Handy Video</h1> <hr> <p>&nbsp;</p> <p>&nbsp;</p> <p>Here is a quick video that will guide you through all the steps.</p> <p>&nbsp;</p> <p><em>[insert video here]</em></p> <p>&nbsp;</p> <p>If you would rather read about it check out the section below:</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="faq_no_1">First title</h1> <hr> <p><br><br></p> <p>Insert paragraphs here. Bullet points, lists and step by step instructions are always useful.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="faq_no_2">Second title</h1> <hr> <p><br><br></p> <p>Insert paragraphs here. Bullet points, lists and step by step instructions are always useful.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="faq_no_3">Third title</h1> <hr> <p><br><br></p> <p>Insert paragraphs here. Bullet points, lists and step by step instructions are always useful.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="faq_no_4">Forth title</h1> <hr> <p><br><br></p> <p>Insert paragraphs here. Bullet points, lists and step by step instructions are always useful.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="faq_no_5">Fifth title</h1> <hr> <p><br><br></p> <p>Insert paragraphs here. Bullet points, lists and step by step instructions are always useful.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="faq_no_6">Sixth title</h1> <hr> <p><br><br></p> <p>Insert paragraphs here. Bullet points, lists and step by step instructions are always useful.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="faq_no_7">Seventh title</h1> <hr> <p><br><br></p> <p>Insert paragraphs here. Bullet points, lists and step by step instructions are always useful.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="faq_no_8">Eighth title</h1> <hr> <p><br><br></p> <p>Insert paragraphs here. Bullet points, lists and step by step instructions are always useful.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <h1 id="handy_links">Handy Links</h1> <hr> <p><br><br></p> <ul> <li><strong><a style="text-decoration: none;" title="Replace with a title" href="/t5/tkb/articleeditorpage/tkb-id/YOLO/message-uid/Replace with a URL" target="_blank">Replace with a title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Replace with a title" href="/t5/tkb/articleeditorpage/tkb-id/YOLO/message-uid/Replace with a URL" target="_blank">Replace with a title</a></strong></li> <li><strong><a style="text-decoration: none;" title="Replace with a title" href="/t5/tkb/articleeditorpage/tkb-id/YOLO/message-uid/Replace with a URL" target="_blank">Replace with a title</a></strong></li> </ul> <p>&nbsp;</p> <p align="right"><strong><a style="text-decoration: none;" href="#top" target="_self">Back to top</a></strong></p> <p>&nbsp;</p> <p>&nbsp;</p> </div>        
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7% of the UK population have been victims of identity fraud, equating to over 4 million people. We're really sorry to hear that this might have happened to you, and there's several actions you can take to get help. More Information Report it to your Bank or credit card provider   They can advise you on stopping your card, getting back your money and investigating the matter.     Report it to your Local Police   Report it to your Local Police on 101. Report the crime to the police department that has jurisdiction in your case and request a police case number. Though the authorities are often unable to help, a report may be necessary to help convince creditors that someone else has opened an account in your name.     Report the incident to Action Fraud Report the incident to Action Fraud - The UK's national fraud and Internet crime reporting centre. You can do this by visiting their website or calling 0300 123 2040, a number free to call on giffgaff.     Investigating problems caused by identity fraud You can receive a copy of your credit report. A credit report will also show all credit accounts set up in your name. You can contact any one of the three credit reference agencies and receive support in resolving credit report problems caused by identity fraud:   Callcredit Equifax Experian (offers you a 30 day free trial) Noodle (a free service from Callcredit)   You can add your details to CIFAS Protective Registration; this places a 'Warning Flag' against your name and personal details - warning all organisations that use CIFAS data that you are at an increased risk of fraud. This notifies members that they must undertake additional checks to ensure that the application they have is really from you and not from a fraudster using your name   You may also wish to read more information on Identify Fraud at Get Safe Online for advice and further preventative measures for the future. Finally free advice from your local Citizens Advice Bureau (CAB).    
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This is a guide on how to write KB articles, as well as a quick reference guide to make sure the article is being written as best as it can be. More Information Discussing Changes With the Community When making any major change to the Knowledge Base or to an article it's important to discuss the change with the community members who are involved with the KB. Not only is it just polite, but it's also good to get their feedback so that we can get the best article possible. A major change is one that is something like editing information in the article, rearranging an article, a new article or anything that isn't a minor change. A minor change is something like fixing a typo, a broken link or grammatical fixes. If in doubt just ask the community.   To discuss it with the community go to the dedicated thread. Anyone who is interested in the KB will be keeping an eye on it. Click on this link to join Knowledge Base Editors group.     Revision Notes Revision notes are the most important part about the KB, even more important than getting the information correct. Honest.   There are plenty of members involved in the KB, and we also have publishers to proof read articles before they go live, so it's not the end of the world if a mistake is made whilst editing. What is more important is making sure that the publishers know what you have changed so that they know what they should be checking. Without good revision notes the publishers might be forced to reject the edit as they cannot properly check it.   At the bottom of the article editor just above the save button there is a box for revision notes. Make sure that you enter succinct notes for every edit.   Things to include: A brief overview of the change(s) you made The location in the article of the change(s) The reason(s) for the edit if not obvious It's always better to give too much information in the revision notes than too little, but there is no need to put the entire 'before' and 'after' into the notes.     What to Include and Not Include Is my edit necessary? The KB is the source of all information for the community. This means that it needs to meet various standards. In essence the information needs to be factual, unbiased, and currently accurate, while of course being about giffgaff.   Is it accurate? Check with the community or the Community Team. Is it original? Check that it's not already in the KB. Is it important enough? Members on average view each article for 2 minutes and 20 seconds. This means that, usually, it is best to keep it concise and to the point. (There are exceptions, like this article, but even this one has a quick reference section at the end). If you add unnecessary information then fewer members will read the more important information in the article. Is it factual and unbiased? The KB needs to remain neutral, this means that opinions are a no go. Is the information presently accurate? The KB needs to be the go to place for accurate up to date information about changes. It isn't suitable for archiving old information or explaining what has been the case. There are better areas of the community for that. Is it about giffgaff and giffgaff's services? It should generally not include information about third parties or apps. If in doubt ask the community team. Here's a fun mnemonic to help you remember. Make sure that you AROUSE your article before posting it: Accurate - Well, obviously Relevant - Don't go too off-topic Original - Make sure it's not in any other articles Unbiased - No opinions please Significant - Make sure it's important enough Existing - Make sure it's up-to-date   Do we need a new article? It is important to keep the number of articles low. The more articles we have the more difficult it is for the search system to find the right one. Unfortunately we're not quite Google (if we were we'd be rolling in money), so our search systems are not perfect. If we keep the number of articles small it increases the chance that the relevant article will show up in searches and won't be pushed down by less relevant ones.   A new article is justified if there is a new subject of information, such as giffgaff launching 4G, selling handsets, etc. It's also justified if it will be used outside the KB as a support for communication; if for instance we were running a campaign to try to get every member to match their socks every day we would want a very specific article, so existing sock related articles wouldn't be sufficient, so a new article would be worthwhile.     Writing and Accessibility Guidelines Writing Guidelines It's important to make sure that every KB article is well written and easy to understand for every member that might read it. The benchmark to ask yourself is "would these members each find the article easy to understand and not frustrating to use?" These members are: English-as-a-second-language Eva. She can read English, but isn't fluent at a native level. Avoid uncommon words. Tech Impaired Aunt Velma. Velma isn't used to technology. She's been making calls on her phone for years, but isn't used to much more. Avoid Jargon and tech terms. If you use any uncommon terms be sure to explain them in layman's terms. Furious Fergus. Fergus is very frustrated with his phone and just wants it fixed. Avoid opinions and unnecessary sentences George Orwells writing rules are a great place to start. We've tweaked them a bit to suit the KB: Never use a metaphor, simile or turn of phrase Never use a long or uncommon word where a short one will do If it is possible to cut a word out then remove it Never use the passive tense when you could use the active tense Never use a foreign phrase, scientific term or jargon when an everyday phrase can be used instead Break these rules before saying anything outright barbarous We'll also add a few of our own: Use the present tense where you can. Don't be afraid to use examples, but clearly label them as such. Avoid adjectives. Be unbiased, don't give an opinion in the KB. Other useful things to remember: Bullet points are everyone's friend. Step by step instructions make it clear for everyone. Links to other articles are very useful for providing extra info. Accessibility Guidelines Not everyone uses the community and the KB in the same way, and some are unable to use the community normally due to physical limitations like impaired vision. Because of this it is important to make sure that any information in the KB is available as text, as this can be picked up by screen reading software. Images can be very useful and you are free to use them if necessary, but it is important to make sure that it only supplements other information, not replace it, and to make sure that the image title thoroughly explains what the image shows.     Quick Checklist Each time you make an edit to the KB just run through this quick check list before requesting it to be published: Does it need to be discussed with the community? Have you made good revision notes? Have you AROUSEd it? Have you read through it yourself carefully? That's it!   Make sure that you AROUSE your article before posting it: Accurate - Well, obviously Relevant - Don't go too off-topic Original - Make sure it's not in any other articles Unbiased - No opinions please Significant - Make sure it's important enough Existing - Make sure it's up-to-date     HTML Template If you're starting a new article, or making big changes to an existing one, then you can use the template article to help you. Open the article, open the HTML editor, copy all of the text and then paste it into the HTML editor for your new KB article. To open the KB editor just click the HTML button in the editor task bar; it's slightly different to the rest of the community.   Here is a link to the article - Knowledge Base Template Article    
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  On 1 July 2015, a new system of pricing for calls to 084, 087, 090, 091, 098 and 118 numbers was introduced. This article details those changes.     Introduction The "unbundled tariff" Access Charge Service Charge Display of Service Charge information Example call prices Fixed fee per call Service Charge Per minute rate Service Charge Fixed fee per call plus a per minute rate (from start of call) Service Charge Fixed fee per call plus a per minute rate (after 60 seconds) Service Charge Number changes Handy Links       Introduction   Whenever you call a number starting 084, 087, 090, 091, 098 or 118, part of what you pay for the call is retained by giffgaff and the other part is passed on to the telecoms company appointed by the organisation you are calling. They use some of this to pay the running costs of the non-geographic number and for forwarding the call onwards to the service provider. The remainder is paid out to the service provider as "revenue share" to pay towards their costs in providing the service.   The call price consists of: the 'access charge', charged by giffgaff the 'service charge', charged by the service provider. Typically, in the past, mobile phone networks have implemented blended rates for these calls. This is where calls to numbers with a variety of service charges have all been charged at a single rate.   These numbers offer a simple way of buying information or entertainment that you pay for through your phone bill or by using your prepaid phone credit. Calls to these numbers therefore do not count towards goodybag allowances.   Services using these types of number include: recorded information lines such as travel information, weather forecasts, horoscopes and sports results chatlines voting or competitions by phone specialist helplines, such as technical support lines subscription-free conference calling charity donations adult entertainment lines directory enquiries. Typically, service providers have quoted only BT's regulated call prices in their advertising.   "Calls cost X per minute from a BT landline, other landline providers and mobile operators may charge more."   This is of no use to callers using a different landline provider or a mobile phone.   Ofcom has now brought in a new system for these calls and it applies to all retail landline and mobile providers.         Back to top   The "unbundled tariff"   From 1 July 2015, the Access Charge for connecting and conveying your call over our network and the Service Charge that we pass on to the service provider to pay for the service they provided are separately declared. This process is known as "unbundling" and the new system is called the "unbundled tariff".   For any such call, it will be clear how much you are paying giffgaff for the call to be connected and how much you are paying the service provider for the service they provide.   The organisation that you are calling has to state:   "Calls cost Xp per call plus your phone provider's Access Charge." or "Calls cost Xp per minute plus your phone provider's Access Charge."   Each phone provider must state their Access Charge prominently in their price lists. Some phone providers may also provide a link to a web page that will allow the respective Service Charge to be looked up. This will principally cover cases where the service provider has failed to declare their Service Charge.     Back to top   Access Charge   The Access Charge is the same 'per minute' rate for all 084, 087, 090, 091, 098 and 118 numbers.   Prefix Access Charge 084, 087, 090, 091, 098, 118 25p per minute   The Access Charge is subject to a minimum one minute fee. Subsequent call duration is rounded in the same way as calls to 01 and 02 numbers (i.e. rounded up to the next whole second and charged in one second increments).     Back to top   Service Charge   The Service Charge varies depending on the number called and is set by the organisation you are calling by their initial choice of telephone number.   The Service Charge can be one of four schemes: a fixed fee per call irrespective of the call length a per minute rate rounded up to the next whole second and charged per second a fixed fee per call plus a per minute rate from the start of the call which is rounded up to the next whole second and charged per second a fixed fee per call plus a per minute rate that starts after the first 60 seconds and which is rounded up to the next whole second and charged per second.   The Service Charge has a maximum limit depending on the first few digits of the number.   Prefix Service Charge where charged per call Service Charge where charged per minute 084 1p to 7p per call 1p to 7p per minute 087 1p to 13p per call 1p to 13p per minute 090, 091, 098 1p to £6 per call 1p to £3.60 per minute (with a cap of £25 per call) 118 unlimited per call unlimited per minute (with a cap of £25 per call)     Back to top   Display of Service Charge information   The organisation you are calling must display their Service Charge wherever their number is advertised.   Numbers starting 087, 090, 091, 098 and 118 which have a Service Charge of more than 7p per minute or per call as well as all numbers used for chatlines and adult entertainment services are classed as Controlled Premium Rate Services and come under additional Phone-paid Services Authority regulation.   Numbers starting 084, 087, 090, 091, 098 and 118 with a Service Charge of 7p per minute or per call or less (unless used for chatlines or adult entertainment services) are not subject to those additional controls.   Where a Controlled Premium Rate Service fails to display their Service Charge, callers can complain to the Phone-paid Services Authority. For other numbers, callers can complain to the Advertising Standards Authority.     Back to top   Example call prices   In every case, the total call price is the sum of our Access Charge and their Service Charge.     Fixed fee per call Service Charge   A call with a 25p per minute Access Charge and a 50p per call Service Charge will cost 75p for thirty seconds, 75p for one minute, 88p for ninety seconds, £1.00 for two minutes, £1.25 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call Service Charge will cost £3.25 for thirty seconds, £3.25 for one minute, £3.38 for ninety seconds, £3.50 for two minutes, £3.75 for three minutes, and so on.     Back to top   Per minute rate Service Charge   A call with a 25p per minute Access Charge and a 10p per minute Service Charge will cost 30p for thirty seconds, 35p for one minute, 53p for ninety seconds, 70p for two minutes, £1.05 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £2 per minute Service Charge will cost £1.25 for thirty seconds, £2.25 for one minute, £3.38 for ninety seconds, £4.50 for two minutes, £6.75 for three minutes, and so on.     Back to top   Fixed fee per call plus a per minute rate (from start of call) Service Charge   A call with a 25p per minute Access Charge and a 40p per call plus 40p per minute (from start of call) Service Charge will cost 85p for thirty seconds, £1.05 for one minute, £1.38 for ninety seconds, £1.70 for two minutes, £2.35 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call plus £1 per minute (from start of call) Service Charge will cost £3.75 for thirty seconds, £4.25 for one minute, £4.88 for ninety seconds, £5.50 for two minutes, £6.75 for three minutes, and so on.     Back to top   Fixed fee per call plus a per minute rate (after 60 seconds) Service Charge   A call with a 25p per minute Access Charge and a 40p per call plus 40p per minute (after 60 seconds) Service Charge will cost 65p for thirty seconds, 65p for one minute, 98p for ninety seconds, £1.30 for two minutes, £1.95 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call plus £1 per minute (after 60 seconds) Service Charge will cost £3.25 for thirty seconds, £3.25 for one minute, £3.88 for ninety seconds, £4.50 for two minutes, £5.75 for three minutes, and so on.     Back to top   Number changes   The new system does not require any organisation to change their telephone numbers. However, where an organisation is unable to justify imposing a Service Charge on callers, they may wish to change their number to one which does not impose it. This will mainly affect sales lines and pre-sales enquiry lines.   Some organisations have been using 084 or 087 numbers for their customer service lines. New regulations from BIS came into force on 13 June 2014 forcing most of these to adopt new "basic rate" numbers. In many cases, businesses have complied with the regulations by swapping their 084 and 087 numbers over to the matching 034 or 037 number or to a new 033 number. Others have adopted 01, 02 or 080 numbers.   New regulations from the Financial Conduct Authority came into force on 26 October 2015. They cover banks, card companies and insurance companies and require them to ditch their 084 and 087 numbers in favour of the matching 034 or 037 number or a new 01, 02, 033 or 080 number. Most banks and insurers swapped their 0845 numbers over to the matching 0345 number.   Government policy since December 2013 restricts usage of 084, 087 and 09 numbers by all government departments and public services. 03 numbers are the preferred option. Since then, many services have swapped their 0845 numbers over to the matching 0345 number or to a new 0300 number. The Department of Health banned the use of 087 and 09 numbers in 2005 and 084 numbers in 2010 within the NHS.   Some chargeable services are restricted by regulation to using specific prefixes, e.g. all new adult entertainment services must use numbers starting 098 and directory enquiries services must use numbers starting 118.     Back to top   Handy links   giffgaff UK call rates Detailed information on geographic and mobile numbers Detailed information on non-geographic numbers Detailed information on helplines, directory enquiries and mobile shortcodes Inclusive and non-inclusive calls, texts and services Per second, per minute, per call? How calls are charged Calling non-geographic numbers Ofcom's UK Calling information     Back to top  
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Non-geographic numbers are all the UK numbers other than geographic area codes starting 01 and 02 and standard mobile numbers starting 071 to 075 and 077 to 079. They typically start 03, 08 or 09.   Non-geographic numbers allow service providers to offer interactive menu options and queue incoming calls. They also allow calls to be routed dynamically to different locations based on network loading, caller location, time of day or from options selected by the caller. These additional features have to be paid for. Sometimes the service provider pays for these features (03, 080) and sometimes the cost is added on to what the caller pays (070, 084, 087, 09, 118). Some non-geographic numbers can provide an income for the service provider and are used to provide a chargeable service, paid for as the call is being made (084, 087, 09, 118). These additional charges are added to the call price and, since 1 July 2015, separately declared as the Service Charge. Some numbers cost the same to call as an ordinary landline number (03) while other numbers are free to call from landlines and mobiles (080). In the latter case, the service provider is paying a bit extra in order to compensate the caller's phone provider for the fact that the caller is paying nothing for the call.   New regulations put in place over the last few years require various business sectors to use certain types of numbers or to avoid using certain types of numbers.   This article details the types of numbers used for various purposes and what to do when the applicable regulations appear to have been violated.   Significant industry-wide changes were made to the way call charges for 084, 087, 090, 091, 098 and 118 numbers are displayed on and after 1 July 2015. Additional information is available from Ofcom's website and this article.   Calls with standard charges Calling retailers, traders and passenger transport companies about a previous purchase Calling government departments and public services Calling healthcare services Calling financial services Calling sales and enquiry lines Finding replacement numbers Avoiding fake numbers Calls with additional charges Calling chargeable services Calling adult entertainment services Calling directory enquiry services Calling freephone numbers Calling personal or 'find me' numbers Handy Links     Calls with standard charges   Calling retailers, traders and passenger transport companies about a previous purchase   These calls will usually be on 01, 02, 03 or 080 numbers.   The EU has ruled that certain types of business can no longer charge existing customers extra when they call about a previous purchase. The Consumer Rights Directive was published in October 2011 and Article 21 covers the cost of post-sales telephone calls. In the UK, this was implemented as Regulation 41 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and came into force on the 13th of June 2014.   Retailers, traders and passenger transport companies must advertise a "basic rate", i.e. 01, 02, 03 or "freephone" 080 number for any phone line used for post sales activities. This covers all post sales activities, not just complaints. Section J of the BIS implementation guidelines contains further details.   The new regulation has resulted in a mass migration from 084 and 087 numbers over to either the matching 034 or 037 number or to a new 01, 02, 033 or 080 number. It is now a rarity to find an 084, 087 or 09 number being advertised for these services.   Where an 084 or 087 number still appears to be advertised, always try calling the matching 034 or 037 number first, just in case the information you have is out of date.   Where a business genuinely continues to use and advertise a non-compliant number, Regulation 41 entitles the caller to reclaim any excess call costs over "basic rate". Where the caller has inclusive calls to 01, 02 and 03 numbers the entire call cost can be reclaimed from the service provider.   Breaches of the regulations can also be reported to Trading Standards via the Citizen's Advice national Consumer Helpline on 0345 404 0506.     Back to top   Calling government departments and public services   These calls will usually be on 01, 02, 0300 or 0345 numbers. Occasionally, 0370 or 080 numbers are used.   The government has banned itself from using 084 and 087 phone lines. It is inappropriate for callers to be charged extra when accessing services already funded through taxation.   Cabinet Office guidance to this effect was published on the 26th of December 2013. As a result, most government departments and public services, including most local authorities, have swapped their 0845 and 0870 lines over to cheaper 0300 and 0345 numbers.   A number of third-party websites continue to advertise out of date numbers. Be sure to check the official website of the department or service in question to ensure you call the correct number.   As before, where an 084 or 087 number continues to be advertised, try replacing the prefix with 034 or 037, e.g. 0845 becomes 0345. In most cases this already works. Where it does not, it may be useful to complain to the service and to your MP or, for local services, your local council.     Back to top   Calling healthcare services   These calls will usually be on 01, 02, 0300, 0344 or 0345 numbers. Occasionally, 080 numbers are used.   NHS Directions issued by the Department of Health in December 2009 ban the use of 084 numbers throughout the NHS. The deadline for compliance was December 2010. A ban on the use of 087 and 09 numbers took effect way back in 2005.   Most services have long ago moved to replacement 030 or 034 numbers or to standard geographic numbers starting 01 or 02.   GP contracts in England and Wales were amended in April 2010 to ban the use of 084 numbers. A ban on the use of 087 and 09 numbers took effect way back in 2005.   Remaining non-compliant GP practices in England were sent a letter in November 2013 reminding them of their contractual obligations.   Where an NHS service continues to use a non-compliant number you should complain to the service in question as well as your local MP.     Back to top   Calling financial services   These calls will be on a variety of numbers, increasingly those starting 01, 02, 03 and 080.   Although aware of the consumer protection regulation that now applies to other businesses, the Financial Conduct Authority took a long time to take similar action. A consultation on this subject ran from December 2014 until March 2015. The FCA regulations were published on the 23rd of July 2015 and finally came into force on the 26th of October 2015.   Most banks realised what they needed to do and many had already started to action the required changes before the deadline. As of June 2015, out of twenty well-known banks, fourteen already advertised 0345 (or 0370) numbers, three had freephone numbers, and only three continued to advertise 0845 numbers. In those latter three cases, alternative "calling from abroad" numbers could be easily found, so avoiding the expense of calling the 0845 numbers. By the deadline, almost all banks had complied.   The insurance industry doggedly clung on to 084 and 087 numbers, especially for claims lines, but had the same deadline for compliance. In many such cases, alternative landline numbers can be found through websites such as sayNOto0870.com or by using an app. A number of companies appear to remain non-compliant and risk their customers complaining to the FCA.   Ofcom's changes to non-geographic call pricing that came into effect on the 1st of July 2015, and which require explicit declaration of the Service Charge, make the 084 and 087 call charge arrangments very clear and further highlight non-compliance.     Back to top   Calling sales and enquiry lines   These calls will usually be on 01, 02, 03 or 080 numbers.   As of September 2016, some businesses continue to use 084 or 087 numbers for their sales lines. In many such cases, alternative landline numbers can be found through websites such as sayNOto0870.com or by using an app.   For those 084 and 087 numbers still in use after the 1st of July 2015, they are UK Calling to declare the Service Charge that applies to their number wherever that number is advertised or promoted. This requirement should cause a rethink about the usage of Service Charge Numbers where no chargeable service is being provided.   As more and more businesses migrate their 084 and 087 sales lines over to the matching 034 or 037 number or to a new 01, 02, 033 or 080 number, the need to look for alternative numbers will continue to decline.     Back to top   Finding replacement numbers   When confronted with a requirement to call an expensive 084 or 087 number being used for an inappropriate purpose, many people have turned to sites such as sayNOto0870.com or to various apps to look for an alternative number which will be cheaper to call.   With more and more services moving to cheaper 03 numbers these sites are becoming increasingly redundant. However, they remain useful for those rare occasions where an organisation still presents only an 084 or 087 number in their advertising, for which the usage is inappropriate, e.g. a customer service line, and the matching 034 or 037 number does not yet work.     Back to top   Avoiding fake numbers   Beware that there are a number of unofficial websites designed to trick you.   These websites advertise expensive 084, 087 and 09 numbers which they themselves own and make a profit from but which are advertised as 'connection services' for various third-party businesses and organisations.   Most of these fake numbers are advertised as customer service lines for well known retailers, traders and financial service organisations or for various government departments and helplines. There are also some fake listings for healthcare services.   When you call the fake number you are usually put through to the right organisation, but you will be paying a premium rate for a call that would have been much cheaper had you called the organisation by using their official 01, 02, 03 or 080 number.   Avoid calling these fake 084, 087 and 09 numbers by looking up the correct telephone number on the organisation's official website. Increasingly this will be an 01, 02, 03 or 080 number.     Back to top   Calls with additional charges   Calling chargeable services   These calls are mainly on 084, 087, 090 and 091 numbers.   Chargeable services are those that are paid for as the call is being made. The call price includes an additional Service Charge component that is passed on to the service provider. Calls to these numbers therefore do not count towards goodybag allowances. Many of these numbers cannot usually be called from abroad.   Chargeable services include   Recorded information lines such as travel information, weather forecasts, horoscopes and sports results Chatlines Voting or competitions by phone Specialist helplines, such as technical support lines Subscription-free conference calling Charity donations. From the 1st of July 2015, the cost of calling these numbers became much more clear. Ofcom requires each service provider to declare the Service Charge wherever their telephone number is advertised and mention that the caller's provider will add their Access Charge.   Where a service provider using an 084, 087, 090 or 091 number with a Service Charge of up to 7p per minute or per call fails to declare the Service Charge, callers can complain to the Advertising Standards Authority.   Where a service provider using an 087, 090 or 091 number with a Service Charge of more than 7p per minute or per call (or is a chat line with any level of Service Charge) fails to declare the Service Charge, callers can complain to Phone-paid Services Authority. These numbers are regulated as Controlled Premium Rate Services.     Back to top   Calling adult entertainment services   Regulation restricts new adult entertainment services to using numbers starting 098. Additionally, a small number of services are allowed to continue using older 0908 and 0909 numbers.   The call price includes an additional Service Charge component that is passed on to the service provider. Calls to these numbers therefore do not count towards goodybag allowances. These numbers cannot be called from abroad.   From the 1st of July 2015, the cost of calling these numbers became much more clear. Ofcom requires each service provider to declare the Service Charge wherever their telephone number is advertised and mention that the caller's provider will add their Access Charge.   Under the new system, it is much easier to directly compare their prices. Where an adult entertainment service provider fails to declare the Service Charge, callers can complain to Phone-paid Services Authority. These numbers are regulated as Controlled Premium Rate Services.     Back to top   Calling directory enquiry services   Directory enquiry services use numbers starting 118.   The call price includes an additional Service Charge component that is passed on to the service provider. Calls to these numbers therefore do not count towards goodybag allowances. Numbers for UK-based 118 services cannot be called from abroad.   From the 1st of July 2015, the cost of calling these numbers became much more clear. Ofcom requires each service provider to declare the Service Charge wherever their telephone number is advertised and mention that the caller's provider will add their Access Charge.   Under the new system, it is much easier to directly compare their prices. Where a directory enquiries service provider fails to declare their Service Charge, callers can complain to Phone-paid Services Authority. These numbers are regulated as Controlled Premium Rate Services.   Once they have found the number for you, many of these services offer to put you through. Be aware that if they do this, the rest of the call will continue to incur the additional Service Charge. It is usually much cheaper to hang up and then dial the number yourself.   In many cases, and especially so for businesses, their telephone numbers can be looked up online at little or no cost.     Back to top   Calling freephone numbers   Calls to freephone numbers starting 0800 and 0808 are free-to-caller on all landlines and mobiles.   For many years, most other mobile networks charged for these calls and various unofficial services sprung up to help callers avoid those charges. Some of these services provided a landline access number and a facility that allowed the caller to onwards dial the required freephone number. This call used your inclusive minutes or was charged at geographic rate. Now that calls to 0800 and 0808 numbers are free-to-caller with all landline and mobile providers, these third-party dial-through services are not needed and should be avoided.     Back to top   Calling personal or 'find me' numbers   Although they start with 07, it is important to note that 070 numbers are NOT mobile phone numbers. These are personal or 'find me' numbers.   giffgaff has to pay an additional fee to the service provider to subsidise the provision of the service. This means calls to these numbers cost considerably more than those made to standard mobile numbers. Calls to these numbers do NOT count towards goodybag allowances. 070 numbers are classed as Controlled Premium Rate Services and are regulated by Phone-paid Services Authority.   Ofcom will review the usage and pricing of 070 numbers in 2017 or 2018 along with numbers starting 055, 056 and 076.   Some hospitals use 070 numbers for the bedside telephones used by patients. If you have a relative going into hospital, why not give them a giffgaff SIM card and call them free of charge (up to 59 minutes per call) on that (as long as your own giffgaff SIM card has been topped up within the last three months)?   Once top up has been added to the donated giffgaff SIM card, it will also have free calls (up to 59 minutes per call) to other giffgaff mobile numbers for three months. If this is likely to be an extended stay or they intend to make a lot of outgoing calls to landlines and to mobiles on other networks, send a lot of texts or use the Internet, loading an appropriate goodybag may be the best value for money.     Back to top   Handy Links   giffgaff UK call rates Detailed information on geographic and mobile numbers Detailed information on non-geographic numbers Detailed information on helplines, directory enquiries and mobile shortcodes Inclusive and non-inclusive calls, texts and services Per second, per minute, per call? How calls are charged What is the unbundled tariff? Calling mobile shortcodes Phone-paid Services Authority website     Back to top    
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  Helpline numbers have three or six digits and start with a '1'. With a few exceptions, these calls are usually free. Directory Enquiries numbers have six digits and start 118. With these, part of what is paid for the call is retained by giffgaff and the other part is passed on to the service provider to pay for provision of the service. These are premium rate numbers.   Mobile Shortcodes have five to seven digits and are used by a number of service providers for voice calls and for text messaging, mainly using automated and interactive services. These include voting, competitions, charity donations and subscription services. The various call and messaging charges are explained below.   Significant industry-wide changes were made to the way call charges for 084, 087, 090, 091, 098 and 118 numbers are displayed on and after 1 July 2015. Additional information is available from Ofcom's website and this article.     Helplines and directory enquiries Helpline numbers starting 1XX Directory enquiry (DQ) helpline numbers starting 118 Example call prices Mobile shortcodes starting 4, 5, 6, 7, 8 Calling mobile shortcodes Messaging mobile shortcodes Charity donations Subscription messaging services Blocking outgoing calls and texts to premium numbers When things go wrong Can I get a refund? Who is the regulator? Ofcom Phone-paid Services Authority Handy links   Geographic numbers starting 01 and 02 and mobile numbers starting 071 to 075 and 077 to 079 are covered in a separate article.   Non-geographic numbers starting 03, 08 and 09 as well as those starting 05, 070 and 076 are covered in a separate article.       Helpines and directory enquiries   Helpline numbers starting 1XX   Numbers starting with the digit "1" are used by various helplines. Their charges, if any, are detailed below. The same price is charged by all landline and mobile providers (except for calls to the Speaking Clock).   Police non-emergency number (101) 15p per call Power cuts and blackouts emergency helpline (105) Free NHS non-emergency number (111) Free Emergency call (112 or 999) Free Support helplines starting 116 Free Speaking clock (123) 15p per call   The fee for calling Police 101 is as agreed by Ofcom and the Home Office. giffgaff is prevented from charging a different amount and cannot include these calls in goodybags. For those who are unable or unwilling to call 101, there is a list of alternative 01, 02 and 03 numbers.   Numbers starting 116 are currently used by Missing People, ChildLine and Samaritans.     Back to top   Directory enquiry (DQ) helpline numbers starting 118   Numbers starting 118 are used for chargeable directory enquiries (DQ) services paid for as the call is being made.   Whenever you call one of these numbers, part of what you pay for the call is retained by giffgaff and the other part is passed on to the service provider to pay for the provision of the service. This is reflected in the much higher call charges. Calls to these numbers therefore do not count towards goodybag allowances.   Once they have found the number for you, many of these services offer to put you through. Be aware that if they do this, the rest of the call will continue to incur the additional Service Charge. It is usually much cheaper to hang up and then dial the number yourself.     On 1 July 2015 a new system of displaying call charges for 118 directory enquiry numbers came into force, matching that for 084, 087, 090, 091 and 098 numbers. These numbers are known as Unbundled Tariff Numbers or Service Charge Numbers.   The call price consists of our Access Charge for connecting and conveying your call over our network and the Service Charge that we pass on to the service provider to pay for the service they provided. These charges are separately declared by the respective parties.     Back to top   Access Charge   The Access Charge is the same 'per minute' rate for all 084, 087, 090, 091, 098 and 118 numbers.   Prefix Access Charge 084, 087, 090, 091, 098, 118 25p per minute   The Access Charge is subject to a minimum one minute fee. Subsequent call duration is rounded in the same way as calls to 01 and 02 numbers (i.e. rounded up to the next whole second and charged in one second increments).     Back to top   Service Charge   The Service Charge varies depending on the number called and is set by the organisation you are calling by their initial choice of telephone number.   The Service Charge can be one of four schemes: a fixed fee per call irrespective of the call length a per minute rate rounded up to the next whole second and charged per second a fixed fee per call plus a per minute rate from the start of the call which is rounded up to the next whole second and charged per second a fixed fee per call plus a per minute rate that starts after the first 60 seconds and which is rounded up to the next whole second and charged per second.   The Service Charge depends on the number called. For 118 numbers there is no limit.   Prefix Service Charge where charged per call Service Charge where charged per minute 118 varies (the most expensive is £16 per call) varies (the most expensive is £8 per minute)     Back to top   Display of Service Charge information   Directory Enquiry (DQ) numbers starting 118 which have a Service Charge of more than 7p per minute or per call are classed as Controlled Premium Rate Services and come under additional regulation by the Phone-paid Services Authority.   The organisation you are calling must display their Service Charge wherever their number is advertised. If they fail to do this you can complain to the Phone-paid Services Authority.     Back to top   Example call prices   In every case, the total call price is the sum of our Access Charge and their Service Charge.     Fixed fee per call Service Charge   A call with a 25p per minute Access Charge and a 50p per call Service Charge will cost 75p for thirty seconds, 75p for one minute, 88p for ninety seconds, £1.00 for two minutes, £1.25 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call Service Charge will cost £3.25 for thirty seconds, £3.25 for one minute, £3.38 for ninety seconds, £3.50 for two minutes, £3.75 for three minutes, and so on.     Back to top   Per minute rate Service Charge   A call with a 25p per minute Access Charge and a 10p per minute Service Charge will cost 30p for thirty seconds, 35p for one minute, 53p for ninety seconds, 70p for two minutes, £1.05 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £2 per minute Service Charge will cost £1.25 for thirty seconds, £2.25 for one minute, £3.38 for ninety seconds, £4.50 for two minutes, £6.75 for three minutes, and so on.     Back to top   Fixed fee per call plus a per minute rate (from start of call) Service Charge   A call with a 25p per minute Access Charge and a 40p per call plus 40p per minute (from start of call) Service Charge will cost 85p for thirty seconds, £1.05 for one minute, £1.38 for ninety seconds, £1.70 for two minutes, £2.35 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call plus £1 per minute (from start of call) Service Charge will cost £3.75 for thirty seconds, £4.25 for one minute, £4.88 for ninety seconds, £5.50 for two minutes, £6.75 for three minutes, and so on.     Back to top   Fixed fee per call plus a per minute rate (after 60 seconds) Service Charge   A call with a 25p per minute Access Charge and a 40p per call plus 40p per minute (after 60 seconds) Service Charge will cost 65p for thirty seconds, 65p for one minute, 98p for ninety seconds, £1.30 for two minutes, £1.95 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call plus £1 per minute (after 60 seconds) Service Charge will cost £3.25 for thirty seconds, £3.25 for one minute, £3.88 for ninety seconds, £4.50 for two minutes, £5.75 for three minutes, and so on.     Back to top   Mobile shortcodes starting 4, 5, 6, 7, 8   Mobile shortcodes generally start with a 6, 7 or 8 and may be between five and seven digits long. The first few digits may give a clue as to their intended usage. Some services can also be found on numbers starting with a 4 or 5.   60000–68999 Various services 69000–69999 Adult entertainment 70000–70999 Charity donations 78000–78999 Charity donations 79000–79999 Adult entertainment 80000–80999 Charity donations 81000–88999 Various services 89000–89999 Adult entertainment   Calls and texts to these numbers do not count towards goodybag allowances.   Most mobile shortcodes are classed as Controlled Premium Rate Services and come under additional regulation by the Phone-paid Services Authority.   giffgaff uses 43430 and 43431 to deliver some network related services. These numbers are free to call or text from any giffgaff SIM card.     Back to top   Calling mobile shortcodes   Mobile shortcodes are used by various automated and interactive services, including voting on a radio or TV show various competition lines responding to marketing charity donations adult entertainment services. There are a wide variety of charges for these calls and they fall into several different categories, including a fixed fee per call a per minute rate calls which are free. Call charges can be up to £5 per minute (or per call), though most are less than £1. The service provider must state the call charge wherever their number is advertised. You can complain to the Phone-paid Services Authority if they fail to do so.   Calling mobile shortcodes From free to £5 per call or per minute, as advised by the service provider   When calling a voting line, the number you call is the advertised five digit shortcode plus a further two digits to indicate your choice. When the call is answered, you'll hear a brief recorded message confirming your vote has been counted and you then hang up.   It is important to note that these numbers can only be called from mobile phones. They cannot be called from a landline. The call cost is usually the same irrespective of which mobile network the call is made from.     Back to top   Messaging mobile shortcodes   Mobile shortcodes are also used by many text message-based services, including voting on a radio or TV show various competition lines text alerts, such as news, sports or traffic updates and horoscopes mobile ringtones, videos, images and games downloads charity donations adult entertinment. There are several charging methods: free to send and free to receive free to send and a one-off charge to receive free to send and a recurring charge to receive charge to send and free to receive charge to send and a one-off charge to receive charge to send and a recurring charge to receive. Messaging services using mobile shortcodes vary in price depending on the number. The service provider must tell you how much texts to and from their number will cost and advise whether this is a one off or recurring charge. You can complain to the Phone-paid Services Authority if they fail to do so.   Premium text messages and shortcodes 10p network setup fee plus up to £10 per text received   Some numbers are free, e.g. sending messages to facebook via 32665 and 226600XX.   Where there is a charge to send, phrases such as "messages cost X pence plus the cost of one standard rate message" are widely used. In the case of giffgaff, the "standard rate" element is 10 pence per text that you send. Some services will send you a one off premium text in return and others will continue to send messages until you tell them to stop.   Where there is a premium charge for text messaging, this can be up to £10 per message, e.g. when donating to a charity. Some services will limit the amount of times you can participate within a specified period. Depending on the service, this is usually within 24 hours, one week or one month.     Back to top   Charity donations   These generally use numbers starting 70 or 78. When you send a specific KEYWORD to the advertised number, the amount that you are donating (plus the cost of one standard rate text message) will be taken from your airtime credit balance. You'll usually receive a message confirming this has been done.   e.g. a charity may have an advert that says "text the word 'FIVE' to 70XXX to donate £5 or text the word 'TEN' to 70XXX to donate £10".     Back to top   Subscription messaging services   Premium rate subscription services deliver regularly recurring updates or content (like daily weather reports or football scores) without having to request it each time.   You normally sign up by texting a KEYWORD to the advertised five digit shortcode. Once you’ve joined the service you should receive a (free) text confirming the subscription, who’s providing the service and what it costs. You will continue to receive and be charged for texts from the service until you unsubscribe.   To stop receiving these premium SMS messages, text STOP to the shortcode for the service.   If you’ve subscribed to more than one service from the same provider (with the same five digit shortcode), you can stop them all by texting STOP ALL.   If you need help, you’ll need to contact the service provider, not giffgaff. To find out who that is, go to the Phone-paid Services Authority's number checker and enter their five digit shortcode.     Back to top   Blocking outgoing calls and texts to premium numbers   If you would like to, it is possible to block outgoing calls from your mobile phone to premium rate 090, 091 and 098 numbers - see the call services page and associated Knowledge Base article. This will also bar calls to international numbers including calls to numbers in Jersey, Guernsey and the Isle of Man.   However, please note this will NOT bar calls to 118 directory enquiry numbers nor will it bar calls to 070 personal numbers, both of which can sometimes be expensive to call.   The premium rate bar also bars sending texts to various premium rate shortcodes. Most of those that are barred start with a 6, 7 or 8. With the bar in place it is still possible to send texts to the lowest cost shortcodes. These will be charged from airtime credit. Texts to shortcodes are not included in goodybag allowances.     Back to top   When things go wrong   When the problem is with a premium rate service, in the first instance speak with the service provider. They are bound by the Phone-paid Services Authority code of practice for premium rate services.     Back to top   Can I get a refund?   This might not be possible, but speak to us about any problems with your bill or the company running the service.     Back to top   Who is the regulator?   Ofcom   Ofcom regulates the supply and suppliers of non-geographic numbers as well as the providers of telecoms services.   Ofcom is open Monday to Friday, between 9am and 5pm. Here’s how to contact them: Fill in the online complaint form. Phone 0300 123 3333 or 020 7981 3040 Welsh speakers call 0300 123 2023 or 020 7981 3042 Fax 020 7981 3334 Textphone 020 7981 3043 (for people who are deaf or have impaired speech)     Back to top   Phone-paid Services Authority   Ofcom appointed the Phone-paid Services Authority to regulate users of premium rate numbers. The Phone-paid Services Authority regulates all premium rate service providers in the UK who have to abide by a code of practice. The Phone-paid Services Authority use this Code to make sure premium rate pricing, advertising and content is clear, honest and appropriate.   The Code covers controlled premium rate services on 087, 090, 091, 098 and 118 numbers as well as usage of 070 personal numbers. It also covers mobile shortcodes and premium rate text services.   If you are not sure about a number, you can use the Phone-paid Services Authority's number checker.   The Phone-paid Services Authority is independent and free. They investigate all complaints about premium rate services. They can fine companies, shut down services and prevent people from running similar services if they breach the Code.   The Phone-paid Services Authority can be contacted via: Their website: psauthority.org.uk The help line on 0800 500 212 (open 9am–5pm Monday to Friday) Letter to the Phone-paid Services Authority, Freepost, WC5468, London SE1 2BR Textlink 020 7407 3431 (for customers who are hard of hearing) Give them all the information you can about the service you want to report – like the number or five digit shortcode, where you saw the service advertised and what it said.     Back to top   Handy links   giffgaff UK call rates Archive of non-standard landline and non-standard mobile numbers Detailed information on geographic and mobile numbers Detailed information on non-geographic numbers Inclusive and non-inclusive calls, texts and services Per second, per minute, per call? How calls are charged What is the unbundled tariff? Calling non-geographic numbers Ofcom's UK Calling information Ofcom's website Phone-paid Services Authority's website     Back to top  
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  Non-geographic numbers are all the UK numbers other than geographic area codes starting 01 and 02 and standard mobile numbers starting 071 to 075 and 077 to 079. They typically start 03, 08 or 09.   Non-geographic numbers allow service providers to offer interactive menu options and queue incoming calls. They also allow calls to be routed dynamically to different locations based on network loading, caller location, time of day or from options selected by the caller. These additional features have to be paid for. Sometimes the service provider pays for these features (03, 080) and sometimes the cost is added on to what the caller pays (070, 084, 087, 09, 118). Some non-geographic numbers can provide an income for the service provider and are used to provide a chargeable service, paid for as the call is being made (084, 087, 09, 118). These additional charges are added to the call price and, since 1 July 2015, separately declared as the Service Charge. Some numbers cost the same to call as an ordinary landline number (03) while other numbers are free to call from landlines and mobiles (080). In the latter case, the service provider is paying a bit extra in order to compensate the caller's phone provider for the fact that the caller is paying nothing for the call.   This article explains the various call charges for the different types of non-geographic number.   Significant industry-wide changes were made to the way call charges for 084, 087, 090, 091, 098 and 118 numbers are displayed on and after 1 July 2015. Additional information is available from Ofcom's website and this article.     Calls with standard charges 03 numbers Calls that are free-to-caller 080 numbers Calls with additional charges 084, 087, 090, 091, 098 numbers Example call prices Legacy numbers 055, 056, 070, 076 numbers Blocking outgoing calls and texts to premium numbers When things go wrong Can I get a refund? Who is the regulator? Ofcom Phone-paid Services Authority Handy links   Geographic numbers starting 01 and 02 and mobile numbers starting 071 to 075 and 077 to 079 are covered in a separate article.   Helpline numbers starting 1XX, directory enquiry numbers starting 118 and mobile shortcodes are covered in a separate article.       Calls with standard charges   03 numbers   These numbers are used by various services, including customer service lines government and public services healthcare services financial services sales and enquiry lines charity helplines subscription-free conference calling. Calls to 03 numbers are charged at the same rate as calls to 01 and 02 numbers. Any additional call-handling and call-routing features on the line are paid for by the service provider, not the caller. Revenue sharing is not allowed. The organisation you are calling is not making money from the call.   Calls to 03 numbers are included in goodybag allowances. When the goodybag allowance has expired, or for those callers who have not purchased a goodybag, calls to 03 numbers are charged as shown below.   Calls to numbers starting 030, 033, 034, 037 15p per minute   Calls to these numbers are charged a minimum of one minute and then in per-second increments.     Back to top   Calls that are free-to-caller   080 numbers   These numbers are used by various services, including customer service lines sales and enquiry lines charity helplines (especially numbers starting 0808 80) subscription-based conference calling. Calls to 0800 and 0808 numbers have always been free on giffgaff.   Calls to numbers starting 080 Free-to-caller   The cost of the call is met by the organisation you are calling.     Back to top   Calls with additional charges   084, 087, 090, 091, 098 numbers   Numbers starting 084, 087, 090, 091 and 098 are used for various chargeable services paid for as the call is being made.   These services include: recorded information lines such as travel information, weather forecasts, horoscopes and sports results chatlines voting or competitions by phone specialist helplines, such as technical support lines subscription-free conference calling charity donations adult entertainment lines. Whenever you call one of these numbers, part of what you pay for the call is retained by giffgaff and the other part is passed on to the service provider to pay for the provision of the service.   The call price consists of: the 'access charge', charged by giffgaff the 'service charge', charged by the service provider. Calls to these numbers therefore do not count towards goodybag allowances.   They offer a simple way of buying information or entertainment that you pay for through your phone bill or by using your prepaid phone credit.   If you are not sure about a number, you can use the Phone-paid Services Authority's number checker.   Some services are restricted by regulation to using specific prefixes, e.g. all new adult entertainment services use only 098 prefixes, while some older services can continue using 0908 and 0909 until further notice.   Until recent years many companies have used 084 or 087 numbers for their customer service lines. New regulations from BIS came into force on 13 June 2014 forcing most of these to adopt new "basic rate" numbers beginning 01, 02 or 03 or freephone numbers starting 080. In many cases, businesses have complied with the regulations by swapping their 084 and 087 numbers over to the matching 034 or 037 number or to a new 033 number. New regulation from the FCA came into force on 26 October 2015 and imposes similar conditions on the financial sector, including banks, card companies and insurance companies. In many cases, 084 and 087 numbers have been swapped over to the matching 034 or 037 number or to a new 01, 02, 033 or 080 number.   Government policy since December 2013 restricts usage of 084, 087 and 09 numbers by all government departments and public services. 03 numbers are the preferred option. Since then, many services have swapped their 0845 lines over to the matching 0345 number or to a new 0300 number. The Department of Health banned the use of 087 and 09 numbers in 2005 and 084 numbers in 2010 within the NHS.     On 1 July 2015 the 0870 range returned to revenue sharing and a new system of displaying call charges for all 084, 087, 090, 091, 098 and 118 numbers came into force. These numbers are known as Unbundled Tariff Numbers or Service Charge Numbers.   The call price consists of our Access Charge for connecting and conveying your call over our network and the Service Charge that we pass on to the service provider to pay for the service they provided. These charges are separately declared by the respective parties.     Back to top   Access Charge   The Access Charge is the same 'per minute' rate for all 084, 087, 090, 091, 098 and 118 numbers.   Prefix Access Charge 084, 087, 090, 091, 098, 118 25p per minute   The Access Charge is subject to a minimum one minute fee. Subsequent call duration is rounded in the same way as calls to 01 and 02 numbers (i.e. rounded up to the next whole second and charged in one second increments).     Back to top   Service Charge   The Service Charge varies depending on the number called and is set by the organisation you are calling by their initial choice of telephone number.   The Service Charge can be one of four schemes: a fixed fee per call irrespective of the call length a per minute rate rounded up to the next whole second and charged per second a fixed fee per call plus a per minute rate from the start of the call which is rounded up to the next whole second and charged per second a fixed fee per call plus a per minute rate that starts after the first 60 seconds and which is rounded up to the next whole second and charged per second.   The Service Charge has a maximum limit depending on the first few digits of the number.   Prefix Service Charge where charged per call Service Charge where charged per minute 084 1p to 7p per call 1p to 7p per minute 087 1p to 13p per call 1p to 13p per minute 090, 091, 098 1p to £6 per call 1p to £3.60 per minute (with a cap of £25 per call)     Back to top   Display of Service Charge information   The organisation you are calling must display their Service Charge wherever their number is advertised.   Numbers starting 087, 090, 091 and 098 and which have a Service Charge of more than 7p per minute or per call as well as all numbers used by chatlines and adult entertainment services are classed as Controlled Premium Rate Services and come under additional Phone-paid Services Authority regulation.   Numbers starting 084, 087, 090, 091 and 098 with a Service Charge of 7p per minute or per call or less (unless used for chatlines or adult entertainment services) are not subject to those additional controls.   Where a Controlled Premium Rate Service fails to display their Service Charge, callers can complain to the Phone-paid Services Authority. For other numbers, callers can complain to the Advertising Standards Authority.     Back to top   Example call prices   In every case, the total call price is the sum of our Access Charge and their Service Charge.     Fixed fee per call Service Charge   A call with a 25p per minute Access Charge and a 50p per call Service Charge will cost 75p for thirty seconds, 75p for one minute, 88p for ninety seconds, £1.00 for two minutes, £1.25 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call Service Charge will cost £3.25 for thirty seconds, £3.25 for one minute, £3.38 for ninety seconds, £3.50 for two minutes, £3.75 for three minutes, and so on.     Back to top   Per minute rate Service Charge   A call with a 25p per minute Access Charge and a 10p per minute Service Charge will cost 30p for thirty seconds, 35p for one minute, 53p for ninety seconds, 70p for two minutes, £1.05 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £2 per minute Service Charge will cost £1.25 for thirty seconds, £2.25 for one minute, £3.38 for ninety seconds, £4.50 for two minutes, £6.75 for three minutes, and so on.     Back to top   Fixed fee per call plus a per minute rate (from start of call) Service Charge   A call with a 25p per minute Access Charge and a 40p per call plus 40p per minute (from start of call) Service Charge will cost 85p for thirty seconds, £1.05 for one minute, £1.38 for ninety seconds, £1.70 for two minutes, £2.35 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call plus £1 per minute (from start of call) Service Charge will cost £3.75 for thirty seconds, £4.25 for one minute, £4.88 for ninety seconds, £5.50 for two minutes, £6.75 for three minutes, and so on.     Back to top   Fixed fee per call plus a per minute rate (after 60 seconds) Service Charge   A call with a 25p per minute Access Charge and a 40p per call plus 40p per minute (after 60 seconds) Service Charge will cost 65p for thirty seconds, 65p for one minute, 98p for ninety seconds, £1.30 for two minutes, £1.95 for three minutes, and so on.   A call with a 25p per minute Access Charge and a £3 per call plus £1 per minute (after 60 seconds) Service Charge will cost £3.25 for thirty seconds, £3.25 for one minute, £3.88 for ninety seconds, £4.50 for two minutes, £5.75 for three minutes, and so on.     Back to top   Legacy numbers   055, 056, 070, 076 numbers   These numbers are used for various services. In many cases, giffgaff has to pay an additional fee to the service provider to subsidise the provision of the service. This is reflected in higher call charges. These numbers therefore do not count towards goodybag allowances.   Numbers starting 055 - Corporate numbers 20p per minute Numbers starting 056 - VoIP numbers 8p per minute Numbers starting 070 - Personal numbers 50p per minute Numbers starting 076 - Radiopaging services 40p per minute   Calls to these numbers are charged in per minute increments.   It is important to note that 070 numbers are not mobile phone numbers. They cost considerably more to call than standard mobile numbers and are classed as Controlled Premium Rate Services. Suppliers of 070 numbers and service providers using 070 numbers are regulated by the Phone-paid Services Authority. If you notice a missed call from an 070 number, especially from one that you do not recognise, it is probably best not to call it back.   Although most numbers starting 076 are used for radiopaging services, numbers starting 07624 are used by mobile telephones in the Isle of Man. For further details, see this article.   Ofcom will be reviewing all of these number ranges and their call charges in 2017. We'll keep you posted with any changes.     Back to top   Blocking outgoing calls and texts to premium numbers   If you would like to, it is possible to block outgoing calls from your mobile phone to premium rate 090, 091 and 098 numbers - see the call services page and associated Knowledge Base article. This will also bar calls to international numbers including calls to numbers in Jersey, Guernsey and the Isle of Man.   However, please note this will NOT bar calls to 118 directory enquiry numbers nor will it bar calls to 070 personal numbers, both of which can sometimes be expensive to call.   The premium rate bar also bars sending texts to various premium rate shortcodes. Most of those that are barred begin with a 6, 7 or 8. With the bar in place it is still possible to send texts to the lowest cost shortcodes. These will be charged from airtime credit. Texts to shortcodes are not included in goodybag allowances.     Back to top   When things go wrong   When the problem is with a premium rate service, in the first instance speak with the service provider. They are bound by the Phone-paid Services Authority code of practice for premium rate services.     Back to top   Can I get a refund?   This might not be possible, but speak to us about any problems with your bill or the company running the service.     Back to top   Who is the regulator?   Ofcom   Ofcom regulates the supply and suppliers of non-geographic numbers as well as the providers of telecoms services.   Ofcom is open Monday to Friday, between 9am and 5pm. Here’s how to contact them: Fill in the online complaint form. Phone 0300 123 3333 or 020 7981 3040 Welsh speakers call 0300 123 2023 or 020 7981 3042 Fax 020 7981 3334 Textphone 020 7981 3043 (for people who are deaf or have impaired speech)     Back to top   Phone-paid Services Authority   Ofcom appointed the Phone-paid Services Authority to regulate users of premium rate numbers. The Phone-paid Services Authority regulates all premium rate service providers in the UK who have to abide by a code of practice. The Phone-paid Services Authority use this Code to make sure premium rate pricing, advertising and content is clear, honest and appropriate.   The Code covers controlled premium rate services on 087, 090, 091, 098 and 118 numbers as well as usage of 070 personal numbers. It also covers mobile shortcodes and premium rate text services.   If you are not sure about a number, you can use the Phone-paid Services Authority's number checker.   The Phone-paid Services Authority is independent and free. They investigate all complaints about premium rate services. They can fine companies, shut down services and prevent people from running similar services if they breach the Code.   The Phone-paid Services Authority can be contacted via: Their website: psauthority.org.uk The help line on 0800 500 212 (open 9am–5pm Monday to Friday) Letter to Phone-paid Services Authority, Freepost, WC5468, London SE1 2BR Textlink 020 7407 3431 (for customers who are hard of hearing) Give them all the information you can about the service you want to report – like the number or five digit shortcode, where you saw the service advertised and what it said.     Back to top   Handy links   giffgaff UK call rates Detailed information on geographic and mobile numbers Detailed information on helplines, directory enquiries and mobile shortcodes Inclusive and non-inclusive calls, texts and services Per second, per minute, per call? How calls are charged What is the unbundled tariff? Calling non-geographic numbers Ofcom's UK Calling information Ofcom's website Phone-paid Services Authority's website     Back to top  
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  Geographic numbers are those with area codes starting 01 and 02 and mobile numbers are those starting 071 to 075 and 077 to 079.   These are mainly charged at standard rates and included in goodybag allowances but there are some notable exceptions as detailed in the "non-standard charges" section below.   This article explains the various call charges for the different types of number.     Calls with standard charges UK landline numbers starting 01 and 02 UK mobile numbers starting 071–075 and 077–079 Calls with non-standard charges Jersey, Guernsey and Isle of Man landline numbers Non-landline 01 and 02 numbers Other giffgaff mobile numbers Jersey, Guernsey and Isle of Man mobile numbers Non-mobile 07 numbers Blocked number ranges Who is the regulator? Ofcom Handy links   Non-geographic numbers starting 03, 08 and 09 as well as those starting 05, 070 and 076 are covered in a separate article.   Helpline numbers starting 1XX, directory enquiry numbers starting 118 and mobile shortcodes are covered in a separate article.       Calls with standard charges   UK landline numbers starting 01 and 02   These are standard landline numbers used by homes and businesses in England, Wales, Scotland and Northern Ireland. This section does NOT cover calls to Jersey, Guernsey and Isle of Man numbers.   These calls are charged at "geographic rate" and the same rate applies irrespective of distance.   Calls to standard 01 and 02 numbers are included in goodybag allowances. When the goodybag allowance has expired, or for those callers who have not purchased a goodybag, calls to 01 and 02 numbers are charged as shown below.   Calls to standard UK landline numbers starting 01 and 02 15p per minute   Calls to these numbers are charged a minimum of one minute and then in per-second increments.   Important exclusions: Calls to Jersey, Guernsey and Isle of Man landline numbers are charged at international rates. Certain 01 and 02 numbers are used for non-landline services and are charged at higher rates. For details see the relevant section below.     Back to top   UK mobile numbers starting 071–075 and 077–079   These are standard mobile numbers used throughout England, Wales, Scotland and Northern Ireland. This section does NOT cover calls to Jersey, Guernsey and Isle of Man numbers or certain "non-mobile" prefixes.   These calls are charged at "mobile rate" and the same rate applies irrespective of distance.   Voice calls and texts to standard 07 mobile numbers are included in goodybag allowances. Video calls and MMS (picture messaging) are NOT included. When the goodybag allowance has expired, or for those callers who have not purchased a goodybag, calls to these numbers are charged as shown below.   Calls to standard UK mobile numbers starting 071–075 and 077–079 15p per minute Texts to standard UK mobile numbers starting 071–075 and 077–079 5p per text Video calls to standard UK mobile numbers starting 071–075 and 077–079 50p per minute MMS to standard UK mobile numbers starting 071–075 and 077–079 16p per picture   Calls to these numbers are charged a minimum of one minute and then in per-second increments.   Important exclusions: Calls and texts to giffgaff mobile numbers can be free under certain circumstances. Calls, texts and MMS to Jersey, Guernsey and Isle of Man mobile numbers are charged at international rates. Certain 07 numbers are used for non-mobile services and are charged at higher rates. For details see the relevant section below.     Back to top   Calls with non-standard charges   Jersey, Guernsey and Isle of Man landline numbers   Calls to these numbers are charged at international rates.   Calls to landline numbers in Jersey, Guernsey and Isle of Man 8p per minute   Calls to these numbers are charged in per minute increments.   These calls do NOT count towards goodbag allowances.   These prefixes include: 01481, 01534, 01624. The list of Jersey, Guernsey and Isle of Man landline prefixes is also available here.     Back to top   Non-landline 01 and 02 numbers   Although at first glance these may look like landline numbers, they are used for non-landline services and certain automated services.   Calls to non-landline 01 and 02 numbers 8p per minute   Calls to these numbers are charged a minimum of one minute and then in per-second increments.   Calls and texts to these numbers do NOT count towards goodybag allowances.   Detailed non-landline services prefix list: These are numbers which are used for various automated and dial-through services. 0203505. The list of non-landline 01 and 02 prefixes is also available here.     Back to top   Other giffgaff mobile numbers   Calls and texts to other giffgaff mobile numbers are free as long as your account has had new money (either airtime credit paid by bank card or voucher, or a goodybag paid by bank card) added to it during the previous three months.   Calls, texts, call forwarding and video calls to giffgaff mobile numbers Free MMS (picture messaging) to giffgaff mobile numbers 16p per picture   Calls and texts to giffgaff mobile numbers are not charged as long as the above criteria are met.   MMS (picture messaging) is always charged.   Identifying giffgaff numbers: The giffgaff app can identify mobile numbers that are on the giffgaff network. The app is available from Google Play and from Apple iTunes.     Back to top   Jersey, Guernsey and Isle of Man mobile numbers   Calls, texts and MMS (picture messaging) to these numbers are charged at international rates.   Calls to mobile numbers in Jersey, Guernsey and Isle of Man 16p per minute Texts to mobile numbers in Jersey, Guernsey and Isle of Man 8p per text Video calls to mobile numbers in Jersey, Guernsey and Isle of Man Not supported MMS to mobile numbers in Jersey, Guernsey and Isle of Man 24p per picture   Calls to these numbers are charged in per minute increments.   Calls and texts to these numbers do NOT count towards goodybag allowances.   These numbers are sometimes used for competitions where you send a text message to enter. These messages are often advertised as costing the same as a "standard rate text message". Be sure to check whether entering will subscribe you to an ongoing commitment.   These prefixes may include: 074184, 074520, 074521, 074522, 074523, 074524, 074525, 074526, 074576, 075090, 075091, 075092, 075093, 075094, 075095, 075096, 075097, 07524, 07624, 077003, 077007, 077008, 077810, 077811, 077812, 077813, 077814, 077815, 077816, 077817, 077818, 077819, 077977, 077978, 077979, 078297, 078298, 078299, 078391, 078392, 078397, 078398, 079111, 079117, 079240, 079241, 079242, 079243, 079244, 079246, 079247, 079248, 079249, 079370, 079371, 079372, 079373, 079374, 079375, 079376, 079377, 079378, 079379. The list of Jersey, Guernsey and Isle of Man mobile prefixes is also available here.     Back to top   Non-mobile 07 numbers   Although at first glance these may look like mobile numbers, they are used for non-mobile services and certain automated services. giffgaff has to pay an additional fee to the service provider to subsidise the provision of the service. This is reflected in higher call charges.   Calls to non-mobile 07 numbers 20p per minute Texts to non-mobile 07 numbers 20p per text   Calls to these numbers are charged a minimum of one minute and then in per-second increments.   Calls and texts to these numbers do NOT count towards goodybag allowances.   These numbers are sometimes used for competitions where you send a text message to enter. These messages are often advertised as costing the same as a "standard rate text message". Be sure to check whether entering will subscribe you to an ongoing commitment.   Detailed non-mobile services prefix list: These are numbers which are used for various automated and dial-through services. 074060, 074061, 074062, 074063, 074064, 074065, 074066, 074067, 074068, 074069, 074171, 074172, 074176, 074177, 074179, 074181, 074182, 074185, 074186, 074188, 074390, 074391, 074410, 074411, 074412, 074414, 074415, 074417, 074418, 074419, 074515, 074516, 074517, 074572, 074574, 074577, 074578, 074579, 074582, 074583, 074584, 074588, 074653, 074655, 075200, 075201, 075203, 075204, 075205, 075207, 075208, 075209, 075370, 075373, 075375, 075376, 075377, 075590, 075591, 075592, 075593, 075595, 075597, 075598, 075599, 075710, 075718, 075890, 075891, 075892, 075893, 075898, 075899, 077001, 077442, 077443, 077444, 077445, 077446, 077447, 077448, 077449, 077530, 077552, 077553, 077554, 077555, 078220, 078221, 078222, 078224, 078225, 078226, 078227, 078229, 078644, 078727, 078730, 078744, 078745, 078922, 078925, 078930, 078931, 078933, 078938, 078939, 079110, 079112, 079118, 079245, 079780, 079781, 079784, 079785, 079786, 079787, 079789. The list of non-mobile 07 prefixes is also available here.     Back to top   Blocked number ranges   If you have a premium rate call bar in place, please note that this will also bar outgoing calls to international numbers including calls to landline and mobile numbers in Jersey, Guernsey and the Isle of Man.     Back to top   Who is the regulator?   Ofcom   Ofcom regulates the supply and suppliers of geographic and mobile numbers as well as the providers of telecoms services.   Ofcom is open Monday to Friday, between 9am and 5pm. Here’s how to contact them: Fill in the online complaint form. Phone 0300 123 3333 or 020 7981 3040 Welsh speakers call 0300 123 2023 or 020 7981 3042 Fax 020 7981 3334 Textphone 020 7981 3043 (for people who are deaf or have impaired speech)     Back to top   Handy links   giffgaff UK call rates giffgaff international call rates Archive of non-standard landline and non-standard mobile numbers Detailed information on non-geographic numbers Detailed information on helplines, directory enquiries and mobile shortcodes Inclusive and non-inclusive calls, texts and services Per second, per minute, per call? How calls are charged What is the unbundled tariff? Calling non-geographic numbers Ofcom's website     Back to top  
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  This article is an archive of call prices for premium rate numbers starting 090, 091 and 098 and directory enquiries numbers starting 118.   The lists are presented as PDF files.   Significant industry-wide changes were made to the way call charges for 084, 087, 090, 091, 098 and 118 numbers are displayed on and after 1 July 2015. Additional information is available from Ofcom's website and this article.     Archived Call Price Lists Archived Premium Rate Call Price Lists Archived Directory Enquiries Call Price Lists Handy links       Archived Call Price Lists   Archived Premium Rate Call Price Lists   Prior to 1 July 2015, call prices for 090, 091 and 098 numbers were arranged in seven price bands as shown below.   Per call 50p per call 80p per call       Per minute 80p per minute £1.00 per minute £1.50 per minute £2.00 per minute £2.50 per minute   Calls to 090, 091 and 098 numbers were charged as a fixed fee per call or as a minimum of one minute and then in per-second increments.   Listed below are previous versions of this information.   V4.4 - 5 May 2015 V4.3 - 23 April 2015 V4.2 - 10 March 2015 V4.1 - 10 February 2015 V4.0 - 28 January 2015 V3.0 - 4 November 2014 V2.0 - 1 October 2014 V1.9 - 25 September 2014 V1.8 - 14 August 2014 V1.7d - 8 July 2014 (copy) V1.7c - 16 April 2014 (copy) V1.7b - 11 February 2014 V1.7a - 10 January 2014 V1.6 - 13 December 2013 V1.5 - 30 October 2013 V1.4 - 16 October 2013 V1.3 - 3 October 2013 V1.2 - 24 September 2013 V1.1 - 6 September 2013     Back to top   Archived Directory Enquiries Call Price Lists   Prior to 1 July 2015, call prices for 118 numbers were arranged in three price bands as shown below.   Calls to 118402 directory enquiries £1 per minute Calls to 118 numbers listed in the file linked below £4 per minute Calls to all other 118 numbers £2 per minute   Calls to 118 numbers were charged in one minute increments.   Listed below are previous versions of this information.   V1.1 - 21 October 2013 (copy)     Back to top   Handy links   giffgaff UK call rates Detailed information on geographic and mobile numbers Detailed information on non-geographic numbers Detailed information on helplines, directory enquiries and mobile shortcodes Inclusive and non-inclusive calls, texts and services Per second, per minute, per call? How calls are charged What is the unbundled tariff? Calling non-geographic numbers     Back to top  
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