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. What is Traffic Flow? Why are we taking measures? What are we doing to protect your experience? What can you do to avoid creating congestion? Traffic Management Indicator Frequently Asked Questions 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. Back to top 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. Back to top 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. Back to top 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. Do not use your phone for activities which cannot reasonably be considered mobile use. 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. Back to top 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. Back to top 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. Back to top
For those of you who have an 'Always On' SIM only plan that includes 6GB of mobile Internet allowance, you have access to mobile Internet with no monthly Internet limits on your legitimate mobile Internet usage. What is Illegitimate Usage Identifying Illegitimate Usage Dongle or tablet usage Process Overview Tethering prevention procedure What is illegitimate Usage When mobile Internet usage is against our Terms and Conditions, we refer to it as 'illegitimate usage'. The most common type of illegitimate usage is tethering on an 'Always On' goodybag after your first 6GB of mobile Internet data has been used. This guide seeks to clarify the current processes giffgaff are using to identify and prevent illegitimate usage. Please be aware that this page will be updated from time to time, so please check back to ensure that you always have the latest information. Please also refer to article 3.5 in our Terms and Conditions. Back to top Identifying Illegitimate Usage We monitor the mobile Internet activity of all giffgaff members, including our staff, on a daily basis to identify any signs that usage might be illegitimate. The following indicators are used: Dongle or tablet usage It's not allowed within the Terms and Conditions of a goodybag to use the 'Always On' mobile Internet service with a dongle, mifi or tablet after the first 6GB of data has been consumed. You are only allowed to tether the first 6GB of data at maximum speed. Every time you go online, you share certain information with giffgaff, including information about the device you are using. We use this information to identify if conditions are broken or adhered to. Please also refer to article 3.5 in our Terms and Conditions. For more information see the Dongle or tablet usage Process Overview. Patterns indicating illegitimate usage We monitor the mobile Internet activity which takes place on the network each day and developed a system to identify tethering automatically. Based on tethering indicators we are able to identify with a great level of confidence the members who are using a goodybag with 'Always On' Internet and are using it to tether after 6GB has been used. It is a very small minority of members who are identified as tethering after 6GB using these indicators, but unless this usage is prevented, illegitimate usage consumes an unfair amount of network resources. To avoid accidental tethering, we recommend turning your wireless hotspot/tethering feature to OFF if you're using an 'Always On' goodybag and have used your first 6GB of mobile Internet data. For more information see the Tethering prevention procedure. Back to top Dongle or tablet usage Process Overview Stage 1 If you use our 'Always On' goodybag with a dongle, mifi or tablet device after 6GB of data usage, you will be contacted by email advising a warning. If you fail to acknowledge/take action from this warning your mobile Internet usage will be suspended until you contact an agent. Stage 2 In the event of your data being suspended, should you need this re-activated, you will need to contact an agent and ask to be re-activated. The agent will send you an email which requires you to confirm you understand giffgaff's terms and conditions. Once confirmed, giffgaff will make a final assessment on whether or not data should be re-activated. Stage 3 Once accepting the Terms and Conditions of use, a warning is applied to the account for a set period of time. Through this time, you will be observed to ensure you are in line with the terms you accepted. Stage 4 Once we are happy that you are using giffgaff in line with our terms and conditions, the warning will be removed and no further action will be taken. However, if you use your 'Always On' goodybag Internet allowance again on a dongle/mifi/tablet device after 6GB being used within the set time, then you will receive another email and your mobile Internet services will be blocked again. You will at this point, be required to contact an agent again to discuss the suspension. Back to top Tethering prevention procedure Automatic detection When a member is using a goodybag with 'Always On' Internet, their usage is automatically monitored on the system after 6GB has been used. We can then provide immediate messaging to members who are identified. Members who trigger our tethering indicators after 6GB usage on 'Always On', will be blocked from the Internet for 30 minutes and provided they are using a browser, will be re-directed to a web page which will explain why the data bar is in place and ask the member to un-tether. The 30 minutes block provides enough time for a member to un-tether, the remaining time aiming at warning members about the illegitimate usage, with an educational objective. Manual detection This 30 minutes must not be seen as a licence to tether at the price of a 30 minutes block. For this reason, the existing manual detection remains in place in order to identify repeated automated blocks. Members who keep on trying to tether despite the automated detection can then face a manual suspension, with the following procedure. Stage 1 If you continue with usage which suggests illegitimate use, your mobile Internet connection will be suspended and you will receive an email to advise you. You must contact an agent in order to re-activate your data services. Stage 2 On contacting an agent, you will be sent an email asking you to accept the Terms and Conditions of use. Once you have accepted the Terms and Conditions, your mobile Internet will be unblocked. You'll get a reply and your usage will then continue to be monitored within a set time frame to ensure you continue to stay within the rules set. Stage 3 If you are suspected of using mobile Internet illegitimately during this time, you will receive another email. Your mobile Internet services/Always On goodybag may be permanently barred / disabled from purchase on your account. Stage 4 In order to discuss your mobile Internet services or inability to buy 'Always On' goodybag, you must contact an agent who will request some mobile Internet usage information and instigate an investigation into your mobile Internet usage. If the mobile Internet usage is found to be legitimate, then you will have the data bar removed / Always On goodybag re-enabled. If you are not flagged as a potential illegitimate member within after a set amount of time passing, your warning will also be removed. If your explanation does not fit with what we know about how you have used your phone, the bar will remain. We would also advise members not to create a new account to defeat the ban/barring. As we actively monitor for this, any accounts detected will also be suspended. We also request members to be as honest and detailed as they can when contacting agents to ensure suspensions can be handled fairly. Back to top
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. Is tethering allowed? What will happen if I tether? Handy Links Is tethering allowed? Tethering is allowed on all goodybags, gigabags and airtime credit (PAYG). Tethering is allowed on the £20 'Always On' goodybag while you are using data within your full speed data allowance. This means that tethering is not allowed after you have used you first 6GB of allowance. We do not allow tethering when using the reduced speed mobile Internet of an £20 'Always On' goodybag to ensure that we are utilising our network resource as efficiently and fairly as possible, so that it's working to deliver the maximum benefit to giffgaff members. Back to top What will happen if I tether? If you tether with an £20 'Always On' goodybag after your first 6GB of usage, your usage will be identified as illegitimate as per the Terms and Conditions section 3.5.a, and your Internet access may be suspended under the policy to manage illegitimate usage. 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. Back to top Handy Links Policy to manage illegitimate usage and tethering with unlimited goodybags Guide to Always On Guide to goodybags and gigabags Back to top
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 their price. What are special charges? Service numbers Personal numbers Calling mobile shortcodes Premium Rate Text services Who regulates controlled premium rate services? Other numbers Peace of mind Handy Links 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. Back to top 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. Back to top 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. Back to top 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. Back to top 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. Back to top 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. Back to top 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. 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 0500 are free. This number range will cease to exist on 3 June 2017. All users have been offered the matching 0808 5 number. 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. 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, 075378, 075379, 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. 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. 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 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. Back to top Handy Links 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 Back to top
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 firstname.lastname@example.org 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
4G as standard is coming to giffgaff on 2nd September 2015 and we’d like to make sure you have all the information that you need. Below we have answered some frequently asked questions on how these changes might affect you and how to benefit from our 4G service. What do I need to get 4G? Back to top From the 2nd of September 2015, most of the goodybags will become 4G goodybags, and it is likely that you will use one of them if you are using a 3G goodybag today. To get access to 4G service on giffgaff, you will need: a 4G ready phone - member talisker 35 wrote this guide to help you make sure your phone is 4G ready. You can also check if your phone is compatible with LTE Band 20 @ 800mhz coverage in your area. Most 4G ready phones sold in the UK are compatible with giffgaffs 4G service, with the only known exception being the original iPhone 5. The iPhone 5S, iPhone 5C, iPhone 6 and iPhone 6 Plus are all compatible. Check out our Guide to 4G for more information. I have a 3G phone, what do I do now? Back to top Nothing. If your phone is not 4G ready, you can use a 4G goodybag instead of your traditional 3G goodybag, it will work the same as today and your phone will keep on using 3G at the same speed than today. If for any reason you wish to keep on purchasing a 3G goodybag for the time being, members who joined before the 3rd of August 2015 can keep on purchasing two 3G goodybags until early 2016. I’m recurring my goodybag. How will I be impacted? Back to top If your current goodybag is set to expire on or after 1st September 2015, then your next recurring goodybag may be different. You will receive an email between 3rd August 2015 and 7th August 2015 to provide more information about how you will be affected. You can update your recurring settings anytime in My Payment Details. I have a queued goodybag, how will I be affected? Back to top We will not change your queued goodybag. However, if you have queued the £5 Hokey Cokey, £7.50 goodybag, £10 goodybag or a gigabag and it activates on or after 2nd September 2015, then you will have the added benefit of getting access to 4G on your queued goodybag when it activates. I don’t have a goodybag or a gigabag. Do I still get 4G? Back to top Yes, absolutely. From 2nd September 2015 we will start the process of giving all pay as you go members access to 4G. Please bear with us as we work through everyone – there are a lot of you to process! We expect all pay as you go members to be 4G ready by mid-October. Do you offer unlimited data on 4G? Back to top We know many of you find the concept of Unlimited Data appealing as it gives peace of mind that you will always have data. With this in mind we are introducing "Always On" data on the new £20 4G goodybag. With this new goodybag you will benefit from 6GB of tetherable 4G UK data at full speed. After you have used 6GB you are no longer allowed to tether and you will get: between 0800 and midnight an unlimited UK data allowance at reduced speed (256kbps) between midnight and 0759 an unlimited UK data allowance at full 4G speed I have BlackBerry Services switched on. Will I get 4G? Back to top BlackBerry Services are only needed for 3G BlackBerry 7 devices (or earlier). If you upgrade your phone to a 4G ready device then simply switch off your BlackBerry Services to get access to 4G. Handy links? Back to top How to check my phone is 4G compatible? Guide to Always On 3G goodybags for existing members
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. Section 1: Traffic management in relation to your broadband product Section 2: Traffic management to optimise network utilisation Glossary: Traffic management 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?** Y If so what? It is against the terms and conditions of use to tether once you have used over 6GB on an Always On mobile internet allowance. Please click here for more detail on how giffgaff enforce the terms and conditions of Mobile Internet use on a goodybag. 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? N Under what circumstances? n/a Back to top 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. Back to top 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 Back to top
4G as standard is coming to giffgaff on 2nd September 2015 so we made this article to help you identify what this change means for your favourite goodybag. What's happening on 2nd September 2015? Back to top From 2nd September 2015, we are introducing new goodybags and gigabags that include 4G, and keeping two 3G goodybags for a while for existing members. Click here for more information on all the changes. If you are using a goodybag or gigabag today, we advise to check the rest of this article to anticipate what will be available to you next month. How do the new goodybags work? Back to top The new goodybags will be available on the website on 2nd September 2015. Until this date, the following rules apply: You get what you paid for: All goodybags and gigabags purchased before the 2nd of September 2015 will have the same allowances (UK minutes, UK SMS and UK data) as today. If you have queued the £5, £7.50 or £10 3G goodybags or the £5 or £7.50 gigabags then your next queued allowance will come with 4G. goodybags and gigabags recurring on or after 2nd September 2015 will use the new allowances. The table below shows how each goodybag is changing. To help you identify what it means for you, we sent an email to all our members from 3rd August to let them know which goodybag they would be moved onto if they were to recur the same goodybag from 2nd of September. I am recurring my goodybag, what will happen? Back to top If your current goodybag recurs before the 2nd September, your next goodybag will be the same as your current active goodybag, and you will be moved onto one of the new goodybags after your next one expires. If your current goodybag recurs from 2nd September, the recurring goodybag will be changed as follows: goodybag you are reccurring today Allowance Type of data Corresponding goodybag from the 02/09/15 Allowance Type of data £5 Hokey Cokey 100 + extra UK minutes 300 UK texts 100 MB UK Data 3G £5 Hokey Cokey 100 + extra UK minutes 300 UK texts 100 MB UK Data 3G & 4G £7.50 goodybag 250 UK minutes Unlimited UK texts 500 MB UK Data 3G £7.50 goodybag 250 UK minutes Unlimited UK texts 500 MB UK Data 3G & 4G £10 goodybag 500 UK minutes Unlimited UK texts 1 GB UK Data 3G £10 goodybag 500 UK minutes Unlimited UK texts 1 GB UK Data 3G & 4G £12 goodybag 500 UK minutes Unlimited UK texts 3 GB UK Data 3G £12 goodybag* 500 UK minutes Unlimited UK texts 3 GB UK Data 3G £15 goodybag 500 UK minutes Unlimited UK texts 5 GB UK Data 3G £15 goodybag (More info) 1000 UK minutes Unlimited UK texts 4 GB UK Data 3G & 4G £15 offer goodybag 500 UK minutes Unlimited UK texts Unlimited UK Data 3G £15 goodybag (More info) 1000 UK minutes Unlimited UK texts 4 GB UK Data 3G & 4G £20 goodybag 2,000 UK minutes Unlimited UK texts Unlimited UK Data 3G £20 goodybag** 2,000 UK minutes Unlimited UK texts Unlimited UK Data 3G £12 goodybag 500 UK minutes Unlimited UK texts 1 GB UK Data 3G & 4G £12 goodybag 500 UK minutes Unlimited UK texts 2 GB UK Data 3G & 4G £15 goodybag 500 UK minutes Unlimited UK texts 3 GB UK Data 3G & 4G £15 goodybag 1000 UK minutes Unlimited UK texts 4 GB UK Data 3G & 4G £18 goodybag 1,000 UK minutes Unlimited UK texts 5 GB UK Data 3G & 4G £18 goodybag 2,000 UK minutes Unlimited UK texts 6 GB UK Data 3G & 4G £5 gigabag 500 MB UK Data 3G £5 gigabag 500 MB UK Data 3G & 4G £7.50 gigabag 1 GB UK Data 3G £7.50 gigabag 1 GB UK Data 3G & 4G * the existing £12 3G goodybag will remain available for purchase until 1st March 2016 if your SIM card was activated on or before 2nd August 2015. If your SIM card was activated on or after 3rd August then you will recur onto the new £12 4G goodybag allowance with 2GB of 4G data, 500 minutes and unlimited text messages. ** the existing £20 3G goodybag will remain available for purchase until 12th January 2016 if your SIM card was activated before 2nd August 2015. If your SIM card was activated on or after 3rd August then you will recur onto the new £20 4G goodybag allowance with Always On 4G data, unlimited text and unlimited minutes. If your goodybag recurs after 2nd September 2015, and you wish to recur a different goodybag than the one detailed in the table above, you can already select to recur a different goodybag in My giffgaff. If you are recurring your goodybag already, you have two options to manage your future goodybags: You are happy with the goodybag you will be moved to from 2nd September 2015: that's great, you don't have to do anything. You'd like to be moved to a different goodybag: please wait for 2nd September 2015, the new goodybags will be available in My giffgaff so that you can update your recurring settings I am recurring the £15 5GB 3G goodybag, what will happen? Back to top From 2nd September, we are re-vamping our goodybags and gigabags to include 4G as standard in most of them. This will include some important changes to your recurring goodybag allowance. If you choose not to change your recurring settings, from 2nd September, your recurring £15 goodybag will come with: 1000 minutes (currently 500) 4GB of 4G ready data (currently 5GB of 3G only data) Unlimited text messages If you are happy with this new allowance, then there’s nothing you need to do. When your goodybag recurs on or after 2nd September you will get this allowance, including being able to use our 4G network (provided you have a 4G ready phone). However, if you do not want to continue recurring this goodybag then you will need to update your recurring settings in ‘My payment details’ to make sure that you recur the best goodybag for you. Please keep in mind that any recurring goodybag which is set to activate on or before 1st September will come with the current £15 goodybag allowance. The changes outlined above will only apply to any recurring £15 goodybag which is set to activate on or after 2nd September. I am recurring the £15 unlimited 3G offer goodybag, what will happen? Back to top From 2nd September, we are re-vamping our goodybags and gigabags to include 4G as standard in most of them. This will include some important changes to your recurring goodybag allowance. If you choose not to change your recurring settings from 2nd September, your recurring £15 goodybag will come with: 1000 minutes (currently 500) 4GB of 4G ready data (currently unlimited 3G only data) Unlimited text messages If you are happy with this new allowance, then there’s nothing you need to do. When your goodybag recurs on or after 2nd September you will get this allowance, including being able to use our 4G network (provided you have a 4G ready phone). However, if you do not want to continue recurring this goodybag then you will need to update your recurring settings in ‘My payment details’ to make sure that you recur the best goodybag for you. Please keep in mind that any recurring goodybag which is set to activate on or before 1st September will come with the current £15 goodybag allowance. The changes outlined above will only apply to any recurring £15 goodybag which is set to activate on or after 2nd September.
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 UK networks 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) calls to freephone numbers starting 0500 are free 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 numbers01481, 01534, 01624. Jersey, Guernsey and Isle of Man mobile numbers074184, 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, 075378, 075379, 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 and Roaming prices 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
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 0500 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 numbers01481, 01534, 01624. Jersey, Guernsey and Isle of Man mobile numbers074184, 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
Next Generation Text Relay Service (or NGTS) is a service that allows people with difficulties speaking or hearing to communicate over the phone. What NGTS does How to use NGTS How much does NGTS cost? Handy Links 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. Back to top 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. Back to top 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. Back to top Handy Links giffgaff Accessibility Services Back to top
This guide remains in place for historical values only. The competition close date was in June 2015 goodybag Member Survey Terms & Conditions – Have the chance to win one of five £50 Amazon vouchers. Want to have a chance to win a £50 Amazon Voucher? All you have to do is complete our online survey and make sure that you include your correct member name and email address and we will pick five winners at random. The survey should take between 10-15 minutes to complete, Good luck! Find our full terms and conditions below for more details on entering. By submitting your entry, you agree to be bound by the following terms and conditions. You can enter if you’re 18 or over and a UK resident (but not if you’re a giffgaff employee, one of their family, or connected in any other way with this competition. So hard cheese.) Obviously, third party entries, bulk entries or entries submitted by agents are off limits. We (giffgaff) reserve the right to check all entrants are actually eligible, and we reserve the right to require such information as we consider reasonably necessary in order to do that. If we’re not satisfied, you might not get your prize. Entering’s a piece of cake. Just take 10-15 minutes to fill out our goodybag Member Survey online at http://questionpro.com/t/ADWmfZSlpd. Please note you will only be entered into our competition once (only one per person and/or per email address will be counted), and surveys not completed fully (or as close to fully as possible) will be excluded from the prize draw. Entries not complying with these terms and conditions will be invalid. We’ll kick off the survey at 2pm on Tuesday 2nd June 2015 and it’s not over till midnight on Sunday 7th June. Please don’t leave it until the last minute though, in case technology lets you down. Also, if you’re late, entries received after this date and time will not be entered into draw but the rest of these terms and conditions will apply Five winners will be selected randomly from the submitted surveys. The five lucky winners will receive a £50 Amazon gift voucher. The voucher code will be sent by email to the members registered email address. You will need to have an active Amazon account in order to use the Amazon gift voucher. After the closing date, we will contact the winners by email (so you need to provide your correct, registered email address otherwise your entry will be invalid). If you’re one of the lucky winners, we’ll send you an email to share the good news. But we won’t let the prizes sit around unclaimed, so if any of the winners are unable to be contacted by midnight on 26th June, then we will choose another lucky winner. We’re not responsible if you can’t take up your prize for any reason. Also, we reserve the right to provide a substitute prize of similar value should the specified prize become unavailable for reasons beyond our control. We won’t give you a cash or credit alternative though. We’re not responsible for any entries that go astray. Ditto for acceptances or other documents or communications related to the prizes, or indeed the prizes themselves. In the event of fraud, abuse, and/or an error affecting the proper operation of this Competition, we reserve the right to end or suspend the Competition; amend these terms & conditions; declare void the notification of winner(s); and/or to reallocate the prizes by conducting a simple draw from all entrants If any provision of these terms and conditions is held invalid by any law, rule, order or regulation of any government, or by the final determination of any court of a competent jurisdiction, such invalidity shall not affect the enforceability of any other provisions not held to be invalid. The instructions provided at the point of entry form part of the terms & conditions of this competition and in the event of a conflict, these terms & conditions take precedence. Our decision is final and no correspondence will be entered into. We reserve the right to suspend, cancel or amend the promotion and/or review and revise these terms and conditions at any time without giving prior notice and by continuing to take part in the promotion subsequent to any revision of these terms and conditions, entrants shall be deemed to have agreed to any such new or amended terms. This promotion is governed by English Law and is subject to the exclusive jurisdiction of the English courts. The promoter of this competition is giffgaff Limited (that’s us) and our registered address is 260 Bath Road, Slough, Berkshire, SL1 4DX but we generally hang out at Hertz House, 11 Vine Street, Uxbridge, UB81QE. For any more information about us, visit our website.
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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. Report it to your Bank. They can advise you on stopping your card, getting back your money and investigating the matter. 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 - 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. 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).
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. Guidelines Discussing Changes With the Community Revision Notes What to Include and Not Include Writing and Accessibility Guidelines Quick Reference Quick Checklist HTML Template Discussing Changes With the Community Back to top 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, and it's wise to subscribe to it if you are too - A Knowledge Base Run By You: Contribute to the KB Revision Notes Back to top 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 Back to top 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 Back to top 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, similie 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 Back to top 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 Back to top 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
Thanks to the members' involvement, the Knowledge Base is constantly improving and became a reliable source for information. We are currently looking at new solutions to make this wonderful resource even easier to access to the members and we need your help to see if we are heading the right way. One of the solution we are looking at is to group the articles according to their topic. The idea there is that it would be easier to select a topic to find all the information about it. These topics will be used to organise the Knowledge Base and the Help page in a clearer way. Update on the 19/08 After 2 months of tests, it is now time to close this survey. 197 scenarios have been tested by 136 different members who also answered 106 surveys. This gives us a good idea of what you are expecting to find when you select one of the topic we proposed. A big thank you goes to all the testers who helped us identify how you are looking for support, and where you expect to find each information. These data are precious to redesign a Help page which will be easier to navigate by new and experienced members alike. What's next We won't have a close look at the results, but the test will remain open so you can still have a look and play with it. This test may be reactivated from time to time, if we need to test new changes to the list of topics.
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
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, 0808 and 0500 are free on giffgaff. 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. Calls to 0500 numbers are free from giffgaff mobiles but most other mobile providers still charge for these calls. Due to declining usage of 0500 numbers, Ofcom is closing the 0500 range and moving all users over to new matching 0808 5 numbers. The final six digits of the telephone number remain the same, e.g. 0500 123456 becomes 0808 512 3456. The new number is one digit longer than the old. This move implements Ofcom's policy that all freephone numbers should start 080 and must be completed by the 3rd of June 2017. When calling an 0500 number, be sure to listen for any announcement detailing a change of number. 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 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