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I'm abroad, why can't I make a call, send a text or access the internet ?

Started ‎06-02-2013 by
Modified ‎30-07-2018 by

When you are using your giffgaff phone abroad, you are in fact using the mobile networks from the country you are visiting instead of giffgaff's network.

You will therefore need to connect to a local network to use your phone. To do this ensure that the settings on your phone allow roaming, and be aware that you might need to select a network manually.

If you are facing any issues with roaming abroad regarding calls, texts or data please use the information below to help you.

More Information

Please note - If you are using your credit: Because the prepay system manages members balances during the data session (by reserving 1MB at the start of each session) some of the balance is reserved for data and members may not be able to use this for voice or text services. This reservation is released and available again once the data session is closed.

There could be many reasons why your Internet, calls or texts are not working. The table below shows Symptoms, How to Identify it, and possible Solutions to the problem.

Symptoms How to Identify it? Solution

1. You are in European Union and selected countries.
When you have run out of your call, text or data allowances in your goodybag and do not have sufficient credit.

You need data, calls, text allowances - Verify your remaining call, text, data allowance and credit by either dialling 43430 option 2 or by going to My giffgaff and logging in to check your remaining data.


1. Please Note: Data on Always On is limited to 9GB after this it will be charged at £0.006 per MB from your credit if you have any.


1. Once you have determined that you have run out of data, minutes or text allowances you can purchase a new goodybag early. Using this guide

Please note: if you continue to use your data, minutes or texts once your allowances have run out you will charged from your credit if you have any.

OR

2. You have run out of credit and need to top up. You can use this guide

2. You are not in the European Union and you have no credit.

You need credit – To verify your credit you can dial 43430 option 2 or by going to My giffgaff and logging in to check your remaining credit.


Please Note: goodybag data allowance does not apply to non EU and select countries and you will need credit to be able to use data or make calls/send texts. Please see here for data rates


1.Once identified that you have run out of credit and need to top up. You can use this guide
3. You do not have your data roaming switched ON.

1. On iOS (iPhones) devices you can check by going to settings > mobile data options and toggle should be green to be turned ON.


2. If you have a Samsung device: You can check by going to apps > settings > more networks (Skip this step if your device does not have it) > scroll down to mobile networks and here you can see if your network is switch ON .

3. If you have a Windows device: You can check by going to Settings > scroll down to mobile network, Tap data roaming to see if the data roaming is switch ON.


1. iOS devices - If the toggle is grey please toggle to it turn green.


2. Samsung Devices - You can use this guide to help you turn ON data roaming


3. For windows devices - While you are on the page of data roaming page click roam. Data roaming will be turned ON


Further Steps - You can switch OFF your device and then switch ON again.


If you need further help in regards to this step please post your question the help forum here

4. You need to manually select your local network. You are receiving no signal bars or there is no data connection after following the above steps.

Generic Method - Go to Settings, then go to Mobile networks and select a network other than O2-UK, this also includes giffgaff and Tesco Mobile or any other O2 MVNO. Select the designated network as your mobile network.


iPhone Method - Go to Settings and then Carrier. Toggle OFF the automatic mode and manually change the carrier to something other then O2-UK. Select the designated network as your mobile network.


Android Method - Go to Settings and then Wireless networks. Go to Mobile networks and then Network operators. Search for networks. Select a network other then O2-UK. Select the designated network as your mobile network.


If you need further help in regards to this step please post your question the help forum here


5. You need to submit proof of residency in the UK

You need to check if you need to prove your residency in the UK. To check go here and check roaming status has a ON next to it.

If the roaming status states its OFF. Please use this guide to prove your residency in the UK.

6. You have not shown any UK usage patterns If you recently joined giffgaff before going abroad, you need to show a pattern of usage whilst in the UK that proves you reside here

Before you go aborad, you need to make sure that you have some usage that proves that you reside in the UK

7.  You have been abroad for a period longer than two months Inclusive roaming is created for giffgaff members who typically reside in the UK. It's ideal for short trips to other places in the EU, however, if you are abroad for a period longer than 2 months, you will be charged a little extra for using your phone while roaming

You can find out local roaming rates here and this also means you will need credit to use your phone aborad. You can top-up by following the guide here.


8. You need to know if you can use your goodybag minutes, text or data in the country you are visiting
You are unsure if you are able to use your goodybag allowances abroad.

You can check by going here - https://giffgaff.com/roaming-charges and type the country you are visiting in the box. It will then show you if you are able to use your goodybag allowances.


9. You are still having issues with your data while abroad

If you're having problems connecting to data while abroad, you may need to go in and change a few settings in your device (known as "APN settings").

You need to be using the giffgaff APN: giffgaff.com 

You might find that turning your phone off and on again will reset your APN giffgaff settings, since giffgaff are implementing a new APN revision between 12 July and 12 August 2017.


Also, please use the guide here to update your settings.


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