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Internet does not work

Started ‎05-02-2013 by
Modified ‎07-12-2018 by

There are different causes which can explain why you can't use your mobile Internet connection right now. You can use this article to find what is causing this situation and how to solve it.

Here is a quick video that will guide you through all the steps.

If you would rather read about it check out the section below:

More Information

Identifying the problem


Cause How to identify it

The device's settings are incorrect


Calls and texts are working but not your APN settings (and possibly MMS)


You have neither credits nor a goodybag


  • Login to My giffgaff
  • Verify if you have a positive balance (under the section "My account) and/or an active goodybag with remaining data (under the section "Your goodybags")

Solving the problem


Cause Remedy

The device's settings are incorrect


You must correct the settings of your device so they reflect giffgaff's APN / Internet settings.


  • You'll find these settings with generic instructions in this article
  • You can also use Search for your device settings

You have neither credits nor a goodybag




Identifying the problem


Cause How to identify it

You have little coverage / signal



The network is congested


Your connection is slower when you are in a crowded area and / or at peak times during the day.


Your SIM is dirty or dysfunctional.


Remove your SIM and look for traces of dirt or wear.


Solving the problem


Cause Remedy

You have little coverage / signal


Move to an area with coverage or wait for the mast issue to be resolved


The network is congested.


We have been taking steps to allocate the network resources more fairly when and where the pressure on the network resources is the highest. See here and here for more details.


We advise to defer data-intensive activities (e.g. app updates, podcast downloads, etc...) during peak time to avoid putting pressure on the network and so everybody's experience is good.


If you think you have been impacted by the traffic flow measures and want more details, please ask the agents, stating when you noticed a slower connection.


Your SIM is dirty or dysfunctional


  • Turn OFF your Phone.
  • Remove your SIM and clean it.
  • Reinsert the SIM.
  • Turn on your Phone.

If you see further issues with your SIM, it could be worth doing a SIM Swap.

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