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This article will assist you to identify new, refurbished & marketplace handsets as well as explain the warranties that these handsets come with. Please note that warranty periods vary by device, manufacturer & the type of handset purchased (new, refurbished or marketplace handsets).   New Handsets how to identify them & warranty information How does the warranty work for a new handset? Refurbished Handsets how to identify them & warranty information How does the warranty work for a refurbished handset? Marketplace Handsets how to identify them & warranty information How does the warranty work for a Marketplace (Pre-Owned) handset? Handy Links   New Handsets how to identify them & warranty information   All new handsets purchased from giffgaff come with a standard manufacture backed warranty. This means that should your handset develop a fault (excluding accidental or water damage) you can either return the handset for a repair (if required & decided upon by the engineers) to giffgaff or the original manufacturer within the warranty period. The warranty periods of your new handset can vary from 12-24 months (1-2 years) dependant on the manufacturer. Please see the below table for more detailed information: Manufacturer Handset Warranty Battery Warranty Charger Warranty Handsfree / Earphones Warranty (If included) Alcatel 12 Months 6 Months 6 Months 6 Months Apple 12 Months 12 Months 12 Months 12 Months HTC 24 Months 12 Months 12 Months 12 Months Huawei 24 Months 6 Months 6 Months 3 Months LG 12 Months 12 Months 12 Months 12 Months Microsoft 12 Months 6 Months 6 Months 12 Months Motorola 12 Months 6 Months 6 Months 6 Months Samsung 24 Months 12 Months 12 Months 6 Months Sony 24 Months 12 Months 12 Months 12 Months New handsets can only be purchased from https://giffgaff.com/mobile-phones these will be displayed as follows:     Please note: You can also purchase refurbished handsets from this page but these are clearly marked as "Refurbished" for more information on these handsets please see here.    Back to top How does the warranty work for a new handset?   In the unfortunate event that your handset develops a fault you can either return the handset to giffgaff using our returns process or you can send / take it into the manufactures local repair centre. Please note that the following will apply with regards to your warranty expiry date:   If my phone is repaired (but not replaced) WITHIN the first 30 days of purchase when will my warranty expire? Your warranty will expire 12-24 months (dependant on the handset purchased, please see the table above for exact warranty periods) from the date of the repair (In effect your warranty period will start afresh).   If my phone is repaired (but not replaced) AFTER 30 days of your initial purchase date when will my warranty expire? Your warranty will expire 12-24 months (dependant on the handset purchased, please see the table above for exact warranty periods) from the date of your original purchase.   If my phone is replaced WITHIN 30 days of purchase when will my warranty expire? Your warranty will expire 12-24 months (dependant on the handset purchased, please see the table above for exact warranty periods) from the date the handset is replaced. (In effect your warranty period will start afresh)   If my handset is replaced AFTER 30 days of your initial purchase date when will my warranty expire? Your warranty will expire 12-24 months (dependant on the handset purchased, please see the table above for exact warranty periods) from the date of your original purchase.      Back to top Refurbished handsets how to identify them & warranty information   All refurbished handsets purchased from giffgaff come with a standard 12 month (1 Year) giffgaff warranty.   You can purchase a giffgaff refurbished handset from here: https://giffgaff.com/mobile-phones these will be displayed as follows:     All refurbished phones are in superb condition. These can be used phones that have been returned in near perfect condition or have gone through some level of refurbishment to improve their physical condition. There may be the odd mark or scratch but it will be barely noticeable. The phones have been checked and restored back to near their original state for re-sale.   All refurbished phones are shipped in plain cardboard boxes and come with a USB data cable, for charging via PC or mains. Our refurbished phones are NOT supplied with a mains adaptor and are not supplied with additional software or a phone guide, (downloadable from manufacturers website).      Back to top How does the warranty work for a refurbished handset?   In the unfortunate event that your handset develops a fault you can ONLY return the handset to giffgaff using our returns process, your giffgaff warranty does NOT allow you to send it for repair with the manufacture or any other repair centre. Please note that the following will apply with regards to your warranty expiry date:   If my phone is repaired (but not replaced) WITHIN the first 30 days of purchase when will my warranty expire? You warranty will expire 12 months (1 Year) from the date of the repair (In effect your warranty period will start afresh).   If my phone is repaired (but not replaced) AFTER 30 days of your initial purchase date when will my warranty expire? You warranty will expire 12 months (1 Year) from the date of your original purchase.   If my phone is replaced WITHIN 30 days of purchase when will my warranty expire? You warranty will expire 12 months (1 Year) from the date the handset is replaced. (In effect your warranty period will start afresh)   If my handset is replaced AFTER 30 days of your initial purchase date when will my warranty expire? You warranty will expire 12 months (1 Year) from the date of your original purchase.      Back to top Marketplace (Pre-owned) Handsets how to identify them & warranty information   All Marketplace (Pre-owned) handsets purchased from giffgaff come with a standard 6 month giffgaff warranty.   You can purchase a giffgaff Marketplace (Pre-owned) handset from here: https://giffgaff.com/mobile-phones/pre-owned these will be displayed as follows:        Back to top How does the warranty work for a Marketplace (Pre-owned) handset?   In the unfortunate event that your handset develops a fault you can ONLY return the handset to giffgaff using our returns process, your giffgaff warranty does NOT allow you to send it for repair with the manufacture or any other repair centre. Please note that the following will apply with regards to your warranty expiry date:   If my phone is repaired (but not replaced) WITHIN the first 30 days of purchase when will my warranty expire? You warranty will expire 6 months from the date of the repair (In effect your warranty period will start afresh).   If my phone is repaired (but not replaced) AFTER 30 days of your initial purchase date when will my warranty expire? You warranty will expire 6 months from the date of your original purchase.   If my phone is replaced WITHIN 30 days of purchase when will my warranty expire? You warranty will expire 6 months from the date the handset is replaced. (In effect your warranty period will start afresh)   If my handset is replaced AFTER 30 days of your initial purchase date when will my warranty expire? You warranty will expire 6 months from the date of your original purchase.    Back to top Handy Links   Returns and Repairs process How to return a faulty phone Phone Return Instructions    Back to top
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We're always looking to offer new and exciting services to our members and since we sell phones to our members, why not offer a fair price for their old phones. So we've partnered up with the awesome folks at Redeem who know all there is to know about recycling phones and now we can offer you the best experience possible if you want to sell your old phone.   Below we have listed the process in simple easy to follow steps to make your journey smoother. STEP 1: Login or Register for a giffgaff account STEP 2: How to search for your phone or find your IMEI Number STEP 3: Grading Your handset STEP 4: Personal Details & Bank Account Information STEP 5: Confirmation & Order Tracking IOS Lock & Google account removal (Opens in new Article)    STEP 1: Login or Register for a giffgaff account   You will need to have a giffgaff account to sell your handset with us.   You need an account so that we can keep track of your orders and make sure you get paid for your phone.   If you are not already a giffgaff member you can sign up for a free account within a few minutes here   Login to your giffgaff account & click on this link https://giffgaff.com/mobile-phones/sell-my-phone to get started selling your phone.    Back to top STEP 2: How to search for your phone or find your IMEI Number   Searching for your handset couldn't be easier. Simply enter the first 3 letters of your handset to view a list of relevant handsets (example shown below)   The most accurate way to insert your handsets make and model is by using your handsets IMEI number. The IMEI number is a unique number given to all mobile phones and tablets, that can be used to identify the phone. If you enter *#06# your clever phone will make the 15 digit IMEI number magically appear on the screen!     Or if your keypad is broken or your battery is flat please remove the back and you'll find it under the battery. If you've got an iPhone it may be on the SIM holder or the back of your handset.   At the moment we are only accepting specific models of phone which are on the list so if your phone is not on our list it means we can't offer you a price for it at this time.    Back to top STEP 3: Grading Your handset   We'd hate to disappoint you, so be sure to answer the questions as accurately as possible. On receipt of your handset our partner Redeem will fully inspected & test your handset BEFORE the final offer for your handset is emailed to you. Any inaccurate / incorrect information may decrease the value of your handset.   You will be asked: Which network is your phone locked to. If your phone is physically damaged or not - Damage can include screen or casing cracks, scratches, or buttons missing/broken. If your phone is fully functional or not - Does your phone charge, make calls/texts and have a fully working screen, camera etc? If your device is water damaged - Check for water damage by looking for the indicators on your phone (example shown below)   If all accounts are removed from your phone For instruction on how to remove an iCloud or Google account from your phone, please follow the instructions here   If your happy with the information you have provided select the "Sell your phone" button.    Back to top STEP 4: Personal Details & Bank Account Information   This is the important part.   We know people worry about entering their bank details, but you don't need to. We take the security of your details and our site very seriously. The giffgaff Marketplace site uses Comodo SSL Security encryption at various stages throughout the site to protect your information. You'll notice the padlock icon appear in your browser to indicate that your information is being transmitted securely (usually found alongside the address bar). This protects it from interception by unintended recipients.   Please make sure all the details you provide are correct so that payment for your handset goes smoothly.   You will be asked to enter the following information in this section:   Your bank details - Sort Code, Account Number & Name of Account Holder Note: Payment for your handset can be sent to any nominated UK Bank account, so be careful when entering these details. Your email address for correspondence. Note: This will be pre-populated with your giffgaff account email address. If you wish to change this please do so here Dispatch Details - Your First & Last Name (Pre-populated from your giffgaff account) if these details are incorrect you can change them here, you will also need to provide an address where we can send the prepaid packaging to send us your handset. Using the postcode finder enter your full postcode and select your address from the dropdown box. Your Mobile Number - We need this is so that we can provider you with updates on their trade-in in a timely way. Please check that all the details are correct before pressing the confirm button.    Back to top STEP 5: Confirmation & Order Tracking   You will receive your sellers confirmation number on screen which looks like this:     You will also receive a confirmation of your order via email within a few minutes of your order to sell:     You can now track the full progress of your order from the My Phone Sales section within the main giffgaff navigation bar.    Back to top
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This article covers all aspects of how to prepare & send your handset to giffgaff when you sell your handset. If you haven't already submitted an order to sell your handset please do so here first or view our helpful article here. How do I get a sales pack? I didn’t send my phone straight away. Can I still send it now? Do I need to send my phone in the packaging provided? Do I have to pay postage when I send in my phone? What do I need to include when I send my phone? How do I data wipe my phone before sending it? IOS Lock & Google Account Removal How should I package my phone? How to check if your phone been received? Payments, Cancellations & Returns (Opens in new Article)   How do I get a sales pack?   We’ll send a sales pack to the address you’ve given us as soon as you’ve finished selling your mobile phone to us on our website here. It’ll take 1-3 days to arrive. If it doesn’t arrive in that time and you need another, you can contact our recycling partner Redeem by submitting this Ask an agent form here  & then select "I've not received or lost my sales pack"    Back to top   I didn’t send my phone straight away. Can I still send it now?   It all depends on how long ago you made the booking. We hold quoted prices on orders for 14 days so if it’s been 14 days or less since you made the booking, you can still go ahead and send the phone using the sales pack we sent you.   If you need a new sales pack you can request one here  & then select "I've not received or lost my sales pack"   If it’s been more than 14 days, you should just book your phone in again as you did before and we will send you out a new sales pack for that booking. Do not use your old sales pack if you still have it.    Back to top   Do I need to send my phone in the packaging provided?   No, but you do need to send it in a sealed, strong, rigid container. Royal Mail recommends you pack your phone up carefully. Wrap it in 1cm of cushioning e.g. bubble wrap and pop it in a box, you could use your original box or anything that makes it strong and rigid so it doesn’t move about. Then go to the Post Office to send it. Simply attach one of the freepost address labels included in your sale pack.    Back to top   Do I have to pay postage when I send in my phone?   No, we provide a freepost service for you to send your mobile phone to us. When you order your sales pack, simply pack your mobile phone in the packaging provided and pop down to the Post Office to post it back to us. Postage is free and the tracking number insures your phone for up to £50, but if it’s worth more, we recommend you pay extra to send it Special Delivery (ask about this at your local post office).   Please Note: Any additional postage costs cannot be reinbursed by giffgaff or our recycling partner Redeem.    Back to top   What do I need to include when I send my phone?   Please include the following items: The mobile phone would be a good start. Probably best to switch it off. Make sure you leave the battery in and the back on. We need those. It would also be great if you could charge it before sending. Please unlock any PIN codes or passwords that you may have on the mobile phone. The ‘freepost address label’ from the sales pack (either on the envelope you’re sending or in the pack if you have used alternative packaging).   Please do not include the following items: Your SIM card. Please note: We will not accept liability if SIM cards are sent with the phone and we will not be responsible for any charges which are incurred before or after receipt of your phone, so please ensure you take it out before you send it. Your memory card (sd cards etc) Please note: We will not accept liability if memory cards are sent with the phone and we will not be responsible for any loss of data before or after receipt of your phone. We can’t send SIM or memory cards back to you once they have been received. Accessories can be sent with your handset if you wish to recyle them.   Please Note: If you send any accessories in with your package It will not increase the value / quote but they will be either recycled or re-used.    Back to top   How do I data wipe my phone before sending it?   How you data wipe your phone varies from operating system to operating system, and sometimes even phone to phone. These are general instructions that should work with most phones; however, it's best to check with your manual or manufacturer just to make sure. You can download manuals for most makes and models of phone from the internet. Android: For versions up to 4.0: Select the Menu key from the Home screen Select Settings Select Privacy Select Factory data reset You'll get a warning screen. Scroll toward the bottom and tap "Reset phone. If you also have an SD card in the phone (and don't want to use the data in your next phone), also make sure to check the box next to "Erase SD card." Android: For versions 4.0 or later: Go to Settings and look for "Backup and reset" and select that option Select Factory data reset You'll get a warning screen along with a list of all the accounts you are currently signed into iOS (iPhone) - This process may vary slightly dependant on your version: Select Settings Select General Select Reset Select Erase all Content and Settings Windows Phone 7: Go to the Home screen Select the Application Menu Key Select Settings Select About Select the "Reset your phone" button BlackBerry: Head to Options Select Security options Select General settings Select the menu key Select Wipe Handheld    Back to top   How should I package my phone?   You can only include one phone per package.   If you have two or more phones to sell, you will need to create an order for each phone. You will receive packaging for each order. We provide a freepost service for you to send your mobile phone to our recycling partner, Redeem.   When you sell your phone we’ll send you a box and a bag (unlike most recyclers we don’t expect you to look for a box). You just pack your phone, go down to the Post Office and get your proof of postage and tracking number.   Postage is free and the tracking number insures your phone for up to £50, but if it’s worth more, we recommend you send it Special Delivery.   Please Note: Any additional postage costs can not be reinbursed by giffgaff or our recycling partner Redeem.    Back to top   How to check if your phone been received?   You can check the status of your phone at any time by logging onto your account and going to my payments and clicking on the my phones link here. As soon as we receive your phone we will send you a confirmation email.   Don’t forget that you would have received a Royal Mail tracking number when you handed you phone in at the post office. You can use this to track where your phone is on the Royal Mail web site here.   Please note: Member services (giffgaff agents) can only view the same information which is shown on your online account here.      Back to top  
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This article will answer the most common asked questions relating to payments, cancellations & returns. My phone shows as received. Where is my payment? How & when will I be paid? You’ve sent me an email saying that my phone is blocked or stolen. What can I do? I’ve sent the wrong phone, how do I fix this? Why has the value of my phone changed? How do I cancel a sale? I haven’t received my phone back after requesting a return. What do I do? Selling your phone FAQ's (Opens in a new article)   My phone shows as received. Where is my payment?   You can keep on top of the status of your payment by logging into My giffgaff and going to [My Payments then My Phone Sales].   When our recycling partner, Redeem have received your phone we will send you an email to confirm that it’s arrived safely and we’ll also give you an expected payment date.   Please note: Member services agents can only view the same information that is shown on your My giffgaff.    Back to top   How & when will I be paid?   You will receive your payment by Bank Transfer.   You provide us with your bank account details and we will pay directly into that account. We know people worry about entering their bank details, but you don’t need to. We take the security of your details and our site very seriously. The giffgaff Marketplace site uses Comodo SSL Security encryption at various stages throughout the site to protect your information. You’ll notice the padlock icon appear in your browser to indicate that your information is being transmitted securely (usually found alongside the address bar by the https:// part). This protects it from interception by unintended recipients.   Once we have received your mobile phone we will have to process it in order to give you a quote. How long this takes depends on the model of phone you’ve sent. If you login to My giffgaff and go to My Payments then click My Phone Sales (Here) you will be able keep track of what stage your phone is at.   Once processed we’ll send you an email with a quote which you can accept or decline and if you accept before 1pm we will make the payment to your bank that day.   If you have any questions about a fault that has been found, you can contact Redeem by submitting the form Here    Back to top   You’ve sent me an email saying that my phone is blocked or stolen. What can I do?   This means your phone has been flagged as lost/stolen/blocked on Recipero’s CheckMEND database.   Each phone sold on giffgaff Marketplace is checked on the CheckMEND database which indicates if phones have been registered as blocked, stolen or lost.   If a mobile phone has been flagged we are required to hold the mobile phone in quarantine for 28 days to give you the opportunity to get the red flag removed.   Under no circumstances are we allowed by law to return the phone if it is flagged as stolen by the Recipero CheckMEND database. This is because we could have been sent what is potentially a stolen phone. If the block or red flag on the phone is not removed within 28 days then we are obliged by law to dispose of it.   If you want to get this flag removed, you should contact Recipero by emailing support@checkmend.com    Back to top   I’ve sent the wrong phone, how do I fix this?   Please contact Member services through the ask an agent link and we’ll sort it out for you at https://giffgaff.com/support/ask/marketplace_sending.    Back to top   Why has the value of my phone changed?   Our value promise is that we will pay you the price offered at the time of your sale and hold this for 14 days.   If your phone is faulty/damaged or it doesn’t match the description you’ve given us the value of your phone could change.   The value of your mobile phone firstly depends on the condition. We don’t offer a fixed, average price for a non-working mobile phone. Our partner Redeem takes the time to test each individual mobile so that you get an individual price. They’ll email you an offer, which if you’re not 100% happy with simply tell us and we’ll return your mobile phone to you free of charge. This way you can be sure you’re getting the best deal, the real price your mobile phone is worth.   Secondly, the price we can offer you varies depending on market value and demand. The chances are that the sooner you sell your mobile phone to us, the more it will be worth.    Back to top   How do I cancel a sale?   If you haven’t sent your phone yet then it’s no problem. The order will cancel after 14 days.   If you have already posted your phone to us then please contact the Member services through this ask an agent link Here If we can cancel the sale for you, we will.    Back to top   I haven’t received my phone back after requesting a return. What should I do?   When you request to have your phone returned, we will send you an email to confirm that we have sent the phone to you. We’ll include a tracking number which you can enter on the Royal Mail website to track where your phone is. If this is showing that your phone has been delivered and you there is still no sign of the phone the you can get in contact with our recycling partner, Redeem by submitting a support ticket Here    Back to top  
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At giffgaff, we think that you are the best person to manage your account so we are giving you tools to tweak it whenever we can. This article explains how to block specific type of calls to be made from or to your phone.     How to manage your call services Available call services     How to manage your call services   Controlling your services is a great way to make sure that you are not spending more than you intended to.   In order to check the status and modify any of the available call services, you first need to log in.   You'll then be able to access the call services page. All the different services are described in the next section.   By default all the services are active, you can then chose to bar any of them by toggling the button from "OFF" (the barring is inactive on this service) to "ON" (the barring is active on this service).   Once you have changed the status of a service, it will take a few minutes to reflect on your phone.   You may notice that other services are being modified at the same time. This is because some services are linked together, and barring one makes the other inactive (see below).   Please note that you are only able to make 2 changes per day. Each time you toggle a service it will count as 1, so deactivating and then reactivating the same service will count as 2 changes.     Back to top   Available call services   The following table explains what's happening when you are activating a bar on any of the call services.   Service Type What will be affected Premium calls You'll be prevented from calling premium rate numbers Incoming calls whilst abroad You'll be prevented from receiving calls whilst abroad, but you'll be able to make calls and send and receive text messages. Roaming (calls, texts and data) You'll be prevented from using any services whilst abroad, i.e. making or receiving calls, sending or receiving SMS/MMS, using data. Outgoing international calls You'll be prevented from making international calls. Outgoing international calls whilst abroad, except to UK You'll be prevented from making international calls from abroad to any country, except to the UK and to the country you are in. Outgoing calls You'll be prevented from making calls, but you'll be able to receive them. Incoming calls You'll be prevented from receiving calls, but allows you to make them.     Linked Services   These are the services which cannot be modified once you have barred a linked service.   When you are barring..... The following services cannot be modified.... Outgoing international calls Premium calls, Outgoing international calls whilst abroad, except to UK Premium calls Outgoing international calls, Outgoing international calls whilst abroad, except to UK Outgoing international calls whilst abroad, except to UK Premium calls, Outgoing international calls Incoming calls whilst abroad Incoming calls Incoming calls Incoming calls whilst abroad     Premium rate services   The premium rate call and message barring facility affects only certain prefixes. These are detailed below.   Number range and type (all of these prefixes are non-inclusive and attract a non-standard charge) Can you block making calls to these numbers? Can you block sending texts to these numbers? Landline numbers in Jersey, Guernsey, Isle of Man 01481, 01534, 01624. YES NO Corporate numbers starting 055 NO N/A VoIP numbers starting 056 NO N/A Mobile numbers in Jersey, Guernsey, Isle of Man 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. YES NO Non-mobile 07 numbers 074060, 074061, 074062, 074063, 074064, 074065, 074066, 074067, 074068, 074069, 074171, 074172, 074176, 074177, 074179, 074181, 074182, 074185, 074186, 074188, 074390, 074391, 074409, 074410, 074411, 074412, 074414, 074415, 074417, 074418, 074419, 074515, 074516, 074517, 074572, 074574, 074577, 074578, 074579, 074580, 074581, 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, 077000, 077001, 077442, 077443, 077444, 077445, 077446, 077447, 077448, 077449, 077530, 077552, 077553, 077554, 077555, 078220, 078221, 078222, 078224, 078225, 078226, 078227, 078229, 078644, 078722, 078727, 078730, 078744, 078745, 078922, 078925, 078930, 078931, 078933, 078938, 078939, 079110, 079112, 079118, 079245, 079780, 079781, 079782, 079783, 079784, 079785, 079786, 079787, 079789. NO NO Pager numbers starting 076 (except 07624) NO NO Speaking clock (123) NO N/A   Number range and type (all of these prefixes are non-inclusive and attract a premium charge) Can you block making calls to these numbers? Can you block sending text messages to these numbers? Personal numbers starting 070 NO N/A Service numbers starting 084 NO N/A Service numbers starting 087 NO N/A Service numbers starting 0900-0907, 091 YES N/A Service numbers starting 0908-0909, 098 (adult services) YES N/A Service numbers starting 118 (Directory enquiries) NO N/A Mobile shortcodes starting 5, 6, 7, 8 NO YES   Items marked as N/A indicate numbers that generally do not accept text messages.     The premium rate service bar does not affect calls and texts to standard numbers. In particular...   Calls and texts to standard landline numbers starting 01 and 02 are always allowed. Calls to non-geographic numbers starting 03 are always allowed. Calls to non-geographic freephone numbers starting 0500 are always allowed. Calls and texts to standard mobile numbers starting 071-075 and 077-079 are always allowed. Calls to non-geographic freephone numbers starting 080 are always allowed. Calls to Access Numbers such as 101, 105, 111, 112 and 999 are always allowed. Calls to Access Numbers starting 116 are always allowed. Calls and texts, as appropriate, to giffgaff-specific shortcodes such as 43430, 43431, 443, etc, are always allowed.     Back to top    
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The usage statement page is a great way to check your recent usage and make sure that you are using the most appropriate goodybag for your usage. This article describes the different sections available on this statement so you can track your balance and your recent goodybags. You can find your current usage statement here.   For new members who have only activated a SIM or have not used their SIM within the last 30 days may see a banner as shown below:      Please allow 32 days from first usage for your statement page to be updated.     My goodybags and My balance Airtime balance usage Goodybag summary Handy Links       My goodybags and My balance This section is also available in My giffgaff. It reflects your current airtime balance and your goodybag allowance. This section is automatically updated within a few seconds of each time you use your phone.   The same information can be obtained from your phone, by simply dialing:   *100# To check your balance *100*7# For your current goodybag allowance    Back to top   Airtime balance usage This section shows how you've used your airtime balance in the past 30 days. It shows usage you've been charged for, i.e. usage not included in any active goodybag or gigabag you may have had. If you have not used any of your airtime credit or not had a goodybag within the last 32 days then this page will be unavailable.   Section Description Minutes balance spent calling UK phone numbers Texts balance spent texting UK phone numbers (including MMS) Data balance spent using mobile data in the UK International balance spent calling and texting foreign phone numbers (including MMS) Roaming balance spent calling, texting and receiving phone calls while abroad (including MMS) Premium rate balance spent sending and receiving texts, or calling premium rate services (including subscriptions)   Please Note: This section is updated once a day around 8.00 am. It contains data up to the previous day. If you experience any problems viewing this page then you should first logout and then log back in again.      Back to top   goodybag summary This section contains information about your past 3 goodybags. For each goodybag you can check how many minutes, texts and data you used.   goodybags include calls and texts to UK phone numbers, when you are in the UK. Calls to voicemail are charged as 1 minute, whatever their duration. Regular calls are charged per second after the first minute. Calls lasting less than 1 minute are charged as 1 full minute.   Free calls and texts to other giffgaff numbers and calls to the top-up line are not charged from your goodybag. Therefore they're not tracked in this section.        Back to top   Handy Links Guide to personalised usage statement Your current usage statement    Back to top    
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4G has been offered as standard since the 2nd of September 2015. As part of this change we introduced a new £20 goodybag which will benefit from "Always On" data. What is "Always On"? How does it work? Can I tether on goodybags with "Always On" data? Can I buy a new goodybag early? Handy Links   Back to top   What is "Always On"? Our Always On* goodybag is designed to give you peace of mind that you'll always be connected and have access to data at all times.   With our £20 "Always On" goodybag, members will experience:   6GB of UK data usage per month at full 4G speed with tethering allowed. Once the 6GB of data has been used up members will experience a reduced data speed of 256kbps from 8 am to midnight. From midnight to 7.59 am members will have a data allowance at full 4G speed. Once the 6GB has been used up no tethering will be allowed as explained here. To get around this you can start a new goodybag early if tethering is required. * Traffic Flow applies to the £20 "Always On" goodybag.   Speed restrictions apply to our Always On data after 6GB of data usage. A 4G ready phone and coverage required to access 4G data speeds. Pure 'unlimited data' doesn't restrict your data speed at any point. Our Always On goodybag is designed to give members peace of mind that they'll be connected, which is why giffgaff doesn't offer any unlimited data plans.      Back to top   How does it work? Your phone will use the 6GB of full speed data first, so you can benefit from the best speed available.   If you use over 6GB of data, you will receive a text to tell you that we are switching your usage to your reduced speed data allowance. At this point no further tethering will be allowed.   You can then continue to use data right up until the goodybag expires at no extra cost but your speeds will be reduced to 256kbps between 8am and midnight. You will keep on enjoying full 4G speeds between midnight and 8 am.        Back to top   Can I tether on goodybags with "Always On" data? Yes, it will be possible to tether on goodybags using "Always On" data during the first 6GB of data usage only.   From the moment you receive a text to let you know that you have exhausted your 6GB of full speed data, you are switched to an reduced speed data allowance and tethering is not allowed anymore.   At this point you should disconnect any devices that are tethering using your giffgaff SIM.      Back to top   Can I buy a new goodybag early? As soon as you receive a text to let you know that you are switching to the reduced speed data allowance, you can opt to purchase a new goodybag instead.   This can be a useful option if you want to use data at full 4G speeds, or if you wish to tether.        Back to top   Handy Links Traffic Flow Policy How can I buy a goodybag early? Guide to goodybags and gigabags Guide to 4G Purchasing your first goodybag  Back to top    
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For your security, we use a different addressing system for phone orders to the one used for SIM card orders, and we have different rules in place to make sure that we deliver your new phone to the correct person. Your address must be listed Delivery rules Your delivery address cannot be changed Handy Links   Your address must be listed We only deliver phones to U.K. residential addresses. This must also be the cardholder's billing address. To select the delivery address:   Fill your postcode and press Find Address. Select your address from the list of available addresses at that postcode. If your exact address is not listed, we do not deliver to your address. We don't deliver to a particular address when it has not been verified by our partner who manages our address book, as we cannot guarantee that your phone will reach you safely.   Please note that if you live in a block of flats or other shared accommodation and see a similar address then it will relate to a different property.   Note: Please do not select the wrong address or the transaction or delivery may fail.      Back to top   Delivery Rules Once the parcel has been delivered to the address you provide, you are responsible for it. Until the delivery is made giffgaff are responsible for it. As we want to make sure that your new phone can't simply be received by someone else without your knowledge we put delivery restrictions in place.     Your address must be residential We only deliver to private residential addresses in the U.K. We will not deliver to a business or shared address, for example a university campus.     Your delivery address must be your billing address Orders can only be made to the delivery address, however during delivery if you are not available, we may deliver to your immediate neighbour provided proof of ID and a signature is obtained.     Your phone must be signed for by a member of your household All our phone deliveries require a signature on delivery.   Age limits Anyone accepting, and signing for the delivery of the phone must be 18 years or older.      Back to top   Your delivery address cannot be changed For all of the above reasons your delivery address cannot be changed, so please take care when selecting your address.   If there is an issue with the delivery of your phone then you can contact an agent after having checked the status of your delivery on U.K. Mail's website.   Note: The agents link above will only work if you have bought a handset from giffgaff.      Back to top   Handy Links Buying a giffgaff phone U.K. Mail's FAQ's How can I track my phone delivery?    Back to top    
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We are now offering refurbished phones as part of our Phone Range to help giffgaffers on a budget who want to indulge themselves. What is a refurbished phone? How does it differ from a new phone? How to purchase a refurbished phone The Return Policy Tips and Tricks Handy Links   What is a refurbished phone? A refurbished phone can be defined as nearly new. They are mostly phones that were sold new on giffgaff and were returned by community members in accordance with our Return Policy.   This means that they have been used for a few days and then sent to our Return Centre where the phones were checked and reconditioned back to their original state. All phones going through this process are reset to factory settings. That's why we consider these phones as nearly new. They have been barely used and any trace of this use was removed.   Because refurbished phones are mostly sourced from returns, stock is limited and there is little visibility on when or if a specific model will be back in stock.      Back to top   How does it differ from a new phone? As a refurbished phone is reconditioned, it differs slightly from a new phone as it comes in a plain box and only includes the phone and a data/charging cable.   Refurbished phones do not come with any other accessories such as a mains charger, a SIM key, software, manual or headphones etc.   Refurbished phones come with a 12-month warranty.      Back to top   How to purchase a refurbished phone A refurbished phone can be bought in the exact same way as a purchasing a giffgaff Phone. Refurbished phones are available on the Phone Range page and are identified by Refurbished in the phone's title.   Once you have selected the refurbished phone you want to purchase, you'll be able to select if you want to pay for the phone in full right now or spread the cost monthly with a loan from Ratesetter.   The delivery methods and timescales are the same for all the phones sold by giffgaff.      Back to top   The Return Policy How to return a faulty phone and the cancellation policy for refurbished phones is the same as for new phones with one exception. Because the stock of refurbished phones is limited, we reserve the right to refund the original price paid for the phone if no suitable replacement is available when we process your return.      Back to top   Tips and Tricks As refurbished phones come without accessories, you may find yourself wondering what you will do without a mains charger or SIM key. We have listed a few tricks to help you use your phone as soon as you receive it.     Chargers   Most of the phones that we are selling refurbished use a standard micro-USB charger. Most of the time you'll be able to use the USB charger from your previous phone, making one less charger to worry about.   Some models, including iPhones, use proprietary chargers so we advise to check if you need a new charger when making your order i.e. 30-pin dock connector or lightning connector.     SIM Key   The SIM key is the piece of metal that you can use to open the tray on your phone to insert or remove your SIM card. While some models differ, it's possible to use office supplies like paper-clips, pins or staples. Make sure to operate gently to avoid damaging the mechanism.      Back to top   Handy Links Buying a giffgaff phone Buying a giffgaff phone with a loan How to return a faulty phone    Back to top    
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If you find that your goodybag or gigabag has run out of data early, you can keep on using data at the rate of 2p per MB using your airtime credit until your goodybag or gigabag expires.   If you find your goodybag has run out of minutes or texts early, you can keep on using your phone at PAYG rates using your airtime credit until your next goodybag starts.   Here is a quick video that will guide you through all the steps.       Another solution is simply to purchase a new plan (goodybag or gigabag) to start right now. This is only possible if you have less than 5 minutes or 5 MB's left in your active plan. The purchase can be made at any time except from 7.30 p.m. to midnight on the expiry date of the active goodybag.   To purchase a new plan early:   Log in and go to My giffgaff. If you have less than 5 minutes or 5MB's in your active plan then a message will appear under My goodybags. You will be able to choose from the following options   If you have a recurring plan, you can decide to recur your next plan right now. If you have a queued plan, you can decide to start your queued plan right now. If you have no recurring or queued plan, you can select a new plan to start right now.   Important notes   When you purchase a new plan early, it erases your current goodybag or gigabag and you will lose any remaining allowance. We ask you to confirm you are really sure you want to start a new goodybag right now.   When you select a new goodybag or gigabag or recur your plan early, the payment for the new plan is taken at this point and a payment confirmation page is displayed.   Your new goodybag or gigabag is active and is visible in My giffgaff.
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Apple has now released iOS 9. This article will help you prepare for this update to make sure that you make the most of it. Please be aware that this version is hot off the oven, so Apple's servers may be busy at times. Why update iOS? Is iOS 9 available for your iDevice? How to upgrade After the upgrade     Why update iOS? As a general rule, we advise to upgrade to the latest version of your phone software so you can enjoy the latest features and also ensure you are using the safest version.   If you are currently using a version of iOS older than 7.1.1, you are already missing the following:   The network logo displays O2-UK instead of giffgaff. The Internet and MMS settings are not managed automatically, so you can have troubles to use Internet and MMS. You can now use the personal hotspot function. You can only tether on a supported tariff:   goodybags with a limited data allowance including the 'Always on' goodybag for the first 6GB's only. gigabags. Pay As You Go credit.   Updating to iOS 9 will ensure that you can benefit from these features and that your Internet and MMS settings are the latest available.   iOS 9 also comes with a lot of new features, including updates to Siri and iTunes integration, see this blog post for more details about the new iOS.      Back to top   Is iOS 9 available for your iDevice? iOS 9 is compatible with following devices   iPhone 4s, iPhone 5, iPhone 5c, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 6s, iPhone 6s Plus iPad 2, iPad 3, iPad 4, iPad Air, iPad Air 2. iPad mini, iPad mini 2, iPad mini 3. iPod touch (fifth generation).   If you happen to have an older iPhone or iPad then see this article which will help you make the most of it on giffgaff.   If you are thinking about upgrading then you can find more information about the Apple phone range in the phone section.      Back to top   How to upgrade To upgrade your iDevice to the last available version of iOS, you can do the following:   Go to Settings. Tap General - If there is a newer version available then a notification is displayed next to the label. The details of the version are displayed, tap Install now. Read and accept the Terms and Conditions. The installation starts. Your iDevice will reboot. All done, enjoy the new version.   It's also possible to update iOS to the latest version by plugging your iDevice to your computer. Launch iTunes and select your device. You can then check for the latest update and install it.   During the update, you may be asked if you want to reset your carrier settings. If this happens then select to reset the carrier profile. This is also the default answer. This will make sure that you are using the most up to date Internet and MMS settings.   This will replace your current profile with giffgaff's Internet settings, including the parameters which can't be modified manually (e.g. proxy settings).      Back to top   After the upgrade If you are not already using it, have a look at our iPhone app it's the best companion for all iPhone users on giffgaff.   If you are also thinking of upgrading your phone then see this blog post which will give you a lot of tips to help you purchase your next smartphone.   If you are not interested in the u2's album offered by Apple then you can use this link to remove it from your iTunes library.    Back to top  
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From the 1st of July 2014, it is possible to buy local data bundles when you are travelling in the European Economic Area and keep on using your giffgaff SIM card. What is a LBO? How does one register to a LBO? List of registered LBO How am I paying for my usage abroad? Help, my Internet does not work     What is a LBO? A Local Break Out is a company which is offering data bundles to foreign visitors at a local price within the European Economic Area. LBO's provide their service on the member's existing SIM card. This means that you will keep using your giffgaff SIM card with your giffgaff number.   The purpose of a LBO is to leverage the European Roaming regulation and network technologies to route the data through the local networks instead of using giffgaff's roaming solution.   This way, data is consumed on local networks, at a local rate instead of an international rate.      Back to top   How does one register to a LBO? The registration and on-boarding experience will be different according to each LBO but the following always apply:   The member will need to contact the LBO operator that they'd like to use and go through the sign up process to use their services. The LBO doesn't specifically need to be registered with giffgaff. Each LBO will be using separate Internet Settings, the member will be able to switch between giffgaff and the LBO services by selecting the appropriate settings. When a LBO has confirmed that you are registered, and you switch to the LBO's Internet Settings, you will be able to start using the LBO's data, until your allowance runs out, or until you move out of the LBO's area.   Note: The member should make sure that the device APN is set to euinternet.apn   As the registration experience differs for each LBO, they are the best placed to help you. Please check their website or contact their Customer Support for any questions.      Back to top   List of registered LBO At the moment, no LBO has registered to provide giffgaff members with their services.      Back to top   How do I pay for my usage abroad? When you are registered to a LBO, your usage is billed as follows:   Your calls and texts are charged by giffgaff out of your credit (goodybags do not include international usage). Your data is charged by the LBO while you are using the LBO's Internet Settings, or by giffgaff when you are using giffgaff's Internet Settings. When you are using the LBO's Internet Settings, your data usage is invisible to giffgaff.   giffgaff do not hold any information about registration to the LBO, data usage or billing while using a LBO. For any query about these topics, please contact your LBO's customer support.   If you are using a LBO and found that you are being billed out of your giffgaff balance when using Internet (e.g. if it triggers an auto top-up), please verify that you were using the LBO's Internet Settings then contact an agent about it.      Back to top   Help, my Internet does not work You are using the wrong Internet settings   As using a LBO involves creating new APN profile and navigating between the LBO and giffgaff's Internet Settings, the experience can be bumpy.   To make sure that you can easily change from one provider to another, we advise you to keep an APN profile with giffgaff's Internet Settings and a separate profile for your LBO. This way, you can switch from one to another by simply selecting the appropriate APN Profile.   You can use each APN profile / Internet Settings as follows   When in the UK: giffgaff. When abroad do any of the following: giffgaff - When you want to use your giffgaff credit. giffgaff - When you are in a country where your LBO does not operate. LBO - When you want to use your LBO's data allowance. If you just came back to the UK, remember to switch back to giffgaff's Internet Settings to resume your data connection.   When you switch to a different APN profile, you will lose your data connection for a few seconds while the appropriate network registers your SIM card.     You are not covered by your LBO's services   LBO services are only available within the states of the European Economic Area so your LBO's data allowance won't apply if you are travelling outside this zone.   LBO services may also be limited to a list of specific countries, please liaise with your LBO to ensure they provide coverage for the country you are travelling to.     Your allowance has expired or is used completely   When using a LBO please make sure to check your remaining allowance and when it's valid till. If you lose your Internet connection when it was working perfectly fine, it's possible that you don't have any data allowance left.   When this happens, you can switch back to giffgaff's APN to use our data service instead.   Please note that we don't hold any details about your credit or allowance with a LBO, please contact your LBO's Customer Support for any question.     You have a bar on international usage   Before registering to a LBO, please make sure that your SIM card is not barred for roaming or International. By default, these services are active when you receive your giffgaff SIM card.   If you asked to have them barred and want them unbarred, please contact an agent and ask for the bar to be removed.      Back to top  
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giffgaff is an official Apple carrier, which means that you can install the giffgaff profile on your iPhone to enjoy additional functionality. What is the carrier profile? How to install the giffgaff profile   What is the carrier profile? The carrier profile is a file on iOS which contains settings specific to your network. When you install the giffgaff carrier profile, your iPhone automatically selects the most appropriate settings.   It will bring you the following:   The network logo displays "giffgaff" instead of "O2-UK". The Internet and MMS settings will be automatically updated. The personal hotspot function will be enabled. The voicemail button in the phone application works correctly (dialling the giffgaff voicemail number 443). The ability to manually edit proxy settings and MMS settings is disabled, but rest assured they will be properly set up. This update does NOT enable Visual Voicemail.        Back to top   How to install the giffgaff profile Only the following iPhones running iOS 7.1.1, or higher, can install the giffgaff carrier settings (the settings cannot be installed on any other iPhones or iPads):   iPhone 7 iPhone 7 Plus iPhone SE iPhone 6s Plus iPhone 6s iPhone 6 iPhone 6 Plus iPhone 5s iPhone 5c iPhone 5 iPhone 4s iPhone 4 If your iPhone is running iOS 7.1.1, or higher, you will receive a notification telling you that a carrier settings update is available. Simply follow the on-screen instructions to install the giffgaff carrier profile.   If your iPhone is running an older version of iOS, you will have to update it to the latest version to install the carrier settings.   If you haven't received the notification, you can force your iPhone to check for the update by using a wifi or other internet connection and going to:   Settings General About Wait a few seconds and the phone should prompt that an update is available.   Alternatively, you can install the carrier profile with iTunes when you connect your iPhone to your computer and then check for updates.   If you experience any difficulties installing this update please read this useful article: "iPhone carrier file tips" which also has a link to a dedicated thread for reporting any problems with using this new carrier file.        Back to top    
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You can use the personal hotspot feature on your iPhone to tether your other devices to the Internet. This will allow you to access mobile Internet from devices such as a tablet, PC or laptop. What is tethering Using Personal Hotspots on a PC Using Personal Hotspots on a Mac Handy Links   What is tethering One of the main benefits of mobile technology is ubiquitous connectivity. Whether you're in a pub, on the train, in a car or in the office, you can always pick up your mobile phone to access the Internet. By tethering, you can extend the mobile Internet connection from your iPhone onto other devices.   You can only tether on a supported tariff: goodybags with a limited data allowance including the 'Always on' goodybag for the first 6GB's only. gigabags. Pay As You Go credit.        Back to top   Using Personal Hotspots on a PC Go to the "Settings" icon on your iPhone.           In "Settings" choose "Personal Hotspot".           You will see a password on the below screen which you will need to enter onto your desktop. Turn your "Personal Hotspot" on so that it appears green as below.           On your PC, go to your Internet connection on the bottom right of the screen where you will see your phone listed as a connection.           Click on "Connect".           You will be prompted to add the password displayed on your iPhone screen into the below box.           Once you enter your password you will see in your Internet connections that you're now connected to a Personal Hotspot.              Back to top   Using Personal Hotspots on a Mac   Go to the "Settings" icon on your iPhone.           In "Settings" choose "Personal Hotspot".           You will see a password on the below screen which you will need to enter onto your desktop. Turn your "Personal Hotspot" on so that it appears green as below.           You will be able to see your phone listed in your Wi-Fi connections.           When you click on the connection you will be prompted to enter the password on your iPhone screen.           You will then see the below icon in place of your Wi-Fi symbol.           On your phone you will see the following notification flashing.                Back to top   Handy Links   Guide to the 'Always On' goodybag How can I buy a goodybag or gigabag?    Back to top    
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ATTENTION: All goodybags available to purchase from giffgaff are now 4G. Please view the following articles for updated information: Guide to goodybags & gigabags & Purchasing your first goodybag This article remains for some of its reference values.  No further edits / updates will be made.   To use 4G on giffgaff, you need to purchase a 4G goodybag. This article details the best way for you to move to a 4G goodybag.     How can I purchase a 4G goodybag? What if I already have a 3G goodybag? Why did I lose my Internet connection?     How can I purchase a 4G goodybag? Back to top   The 4G goodybags are available in a separate tab of the goodybag page.  A 4G goodybag is purchased in the exact same way than a 3G goodybag:   Select the 4G goodybag the most appropriate for your usage Select additional credits - Optional Select if you want to recur this goodybag every month Select your payment method Validate Note: If you are already recurring another goodybag, you need to change your recurring settings instead. See below for the different options available if you already have an active goodybag right now.     Please note that it's up to you to select the most appropriate goodybag at all times. In particular, you need to ensure that your phone is compatible with giffgaff's 4G signal before purchasing a 4G goodybag.       What if I already have a 3G goodybag? Back to top     4G goodybags follow the same rules as any other giffgaff goodybag. This means that you cannot activate a 4G goodybag while you already have an active 3G goodybag.   The only exception to this is if you have less than 5 minutes or 5MB left in your active 3G goodybag. If this is the case and you would like to replace it with a 4G goodybag, please follow this guide.   Otherwise, it is possible to purchase a 4G goodybag to queue it so it starts right after your current goodybag expires. It will also be possible to change your recurrence settings, to recur a 4G goodybag instead of your usual 3G goodybag.   If you are usually recurring your goodybag, you can change your settings to recur a 4G goodybag instead.   If you have a queued goodybag, you can contact the agents and ask them to remove it.   If you don't have a goodybag queued or set to recur, you can simply purchase a 4G goodybag. It will then be available after your active 3G goodybag expires.       Why did I lose my Internet connection? Back to top     3G and 4G service are two different parts of the network, so we have to move your Internet connection from one to the other when you are buying a 4G goodybag for the first time.   Don't worry, you simply need to refresh your data connection to reactivate your Internet connection.   The easiest way to do it is to switch the airplane mode on and off, or to reset your phone. If the area you are in is covered by our 4G signal, you will see your phone using the 4G signal. Enjoy.   Please note that the same operation will apply if you purchase a 3G goodybag next.   The first time you purchase a 4G goodybag, it can take up to 24hours for you to see 4G come through, just like with activations.    
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4G is here and this guide will help you making sure that you are all ready for it. Make sure your area is covered Verify if your device is 4G-ready Buying a 4G 'as standard' goodybag Frequently Asked Questions Handy Links   Make sure your area is covered This may sound obvious, but we would not like you to buy a 4G goodybag if you can't enjoy 4G speed. For this reason, we advise you to check if you can receive a good service where it matters more to you - especially if you can't get Wi-Fi there.       Check the 4G coverage for your area        Back to top   Verify if your device is 4G-ready Verify your phone is compatible with giffgaff's 4G using the GSM Arena website. Use the search function to find your phone, then under Network look for the 4G Bands section in the search results.   In order to receive a 4G signal, your device must be able to connect to 4G / LTE with the 800MHz frequency. If you are unsure of how to do this then see How can I check that my device is 4G compatible.   Most of the 4G phones sold in the United Kingdom are compatible with giffgaff's 4G, with the notable exception of the iPhone 5.   All iPhones from the iPhone 5C and up will be able to receive a 4G signal on giffgaff.   More and more phones are 4G-ready now, you can find the 4G phones sold by giffgaff here and the 4G phones which have been voted best by the Community here.   If you use an iPad, the list of models that are compatible with the 4G frequency that giffgaff uses is available below:   List of compatible iPads iPad Pro (12.9-inch) Model A1652 iPad Pro (9.7-inch) Model A1674 iPad Air 2 Model A1567 iPad mini 4 Model A1550 iPad mini 2 Model A1491 iPad mini 2Model A1490 iPad Air Model A1476 iPad Air Model A1475 iPad mini 3 Model A1601 iPad mini 3 Model A1600 However the following iPad models are NOT compatible with the 4G frequency that giffgaff uses: iPad with Retina display (4th generation) Model A1460 iPad with Retina display (4th generation) Model A1459 iPad mini Model A1455 iPad mini Model A1454 iPad with Retina display (3rd generation) Model A1430 iPad with Retina display (3rd generation) Model A1403   Tip: Update your phone's software   We also advise you to update your phone's software to the latest version available. It may happen that the phone manufacturer did not activate the 4G signal by default when you bought your phone, this would make sure that your phone is all set.         Back to top   Buying a 4G 'as standard' goodybag Our goodybags are now available for purchase on the goodybag page.   Please note that all goodybags now come with 4G as standard. In order to get 4G you must   Be in a 4G covered area. Have a compatible device capable of getting Band 20 at the 800Mhz frequency.      Back to top   Frequently Asked Questions Why did I lose my Internet connection?   3G and 4G services are two different parts of the network, so we have to move your Internet connection from one to the other. Don't worry, you simply need to refresh your data connection to reactivate your Internet connection. The easiest way to do it is to restart your phone or switch the airplane mode ON and OFF.     Does 4G work with a 3G SIM card?   Yes it does, but you may notice a short delay as your SIM card will look for the 3G network first. If you are using a 3G SIM card there is no need to change, and you can swap for a 4G SIM card later.     Can I purchase a 4G goodybag with a 3G Phone?   Yes, you can. 4G comes as standard on giffgaff but all goodybags will work in all devices.     What if I run out of my data allowance?   If you run out of data allowance, you can purchase a new goodybag to replace your active goodybag, see this article for more details about purchasing a new goodybag early.   If you don't want to purchase a new goodybag early, you can still use your connection until your goodybag expires at the special rate of 2p/mb until the goodybag expires.     Can I have 4G on Pay As You Go?   If you are not using a goodybag, you can still use your data connection on Pay As You Go. The type of connection will be the same as your last goodybag.     What if I move out of 4G coverage?   When you are moving around, it's likely that you will sometimes lose the 4G signal. When this happens, your phone will simply pick-up a 3G signal and your data connection will keep on working. When you will come back to a 4G covered area, your phone will revert to 4G (You will have to restart your browser to refresh your session and enjoy 4G speed again).     Can I tether with a goodybag?   You can tether on all goodybags from giffgaff. The only exception to this is the £20 'Always on' goodybag. You are only allowed to tether for the first 6GB's of this goodybag. After this allowance has gone you must disconnect any devices.   For more information on the £20 'Always on' goodybag have a look in the Guide to Always On      Back to top    Handy Links How can I check that my device is 4G compatible Guide to Always On How can I buy a goodybag early Check the 4G coverage for your area  Back to top    
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We want you to be completely happy with anything you buy from us. But we know that sometimes things can go wrong. When that happens, we'll try our best to fix the problem wherever we can.   Our Return Policy can be found here. This article gives you practical details for the following situations: How to cancel a SIM card What is a phone return? What is a phone repair? Book a return or repair Processing by the return centre Refund and replacement goodybag refunds   How to cancel a SIM card If you've just joined giffgaff with a SIM card you ordered or someone handed to you then you can decide to cancel our services within 14 days of activating it.   You don't need to return the SIM card to us, but you will need to contact us so we can stop your services and refund the remainder of your credit.   The process is as follows:   If you activated the SIM card less than 14 days ago, and you have credit / a goodybag allowance left then contact an agent. You can also use the model cancellation form. If you activated the SIM card more than 14 days ago then you can still contact us to close your account but you won't be entitled to a refund. As there are no contract on giffgaff, you can ask to cancel your SIM card and phone number at any time. Refunds are as follows:   If you purchased credit, we will reimburse the remainder (i.e. your current balance). If you purchased a goodybag then you will be refunded in proportion to the amount of the goodybag you have not used. A completely unused goodybag will be refunded in full. Usage is calculated from PAYG prices. If you wish to transfer your phone number to another network then remember to ask for your PAC code before cancelling your SIM card, as this operation will also cancel your phone number.   Remaining credit is not transferable to another network.      Back to top   What is a phone return? When you are buying a device on giffgaff.com you can return it for a full refund if you change your mind or if it's faulty. If you change your mind, you need to let us know you want to return your device within 14 days following its delivery to be entitled for a refund. If it is faulty, you have up to 30 days after delivery to do this (or up to 14 days for phones purchased before 24th September 2015).   If you are returning a faulty phone then you have a choice of being refunded for the order, or to have a new handset of the same model sent to you.      Back to top   What is a phone repair? If the device you ordered on giffgaff.com becomes faulty and you are past the 30-day period described above then you are entitled to a repair during the warranty period offered by the manufacturer for in-warranty faults. Our new phones mostly come with a 24-month warranty, however some phones do come with 12-month warranty such as the Apple iPhone. Please refer to the manufacturer guidelines for their exact warranty information. Our refurbished phones come with a 12-month warranty and our pre-owned phones come with a 6-month warranty.   You can also send a phone purchased on giffgaff.com for repair if it is damaged, out of warranty or past its warranty period. When your phone is not covered by the manufacturer's warranty anymore, you will receive a quote for the repair and will have the choice to accept it or have your phone sent back to you.   If the repair is chargeable and you choose not to go ahead with it, we will ask you for a £15 return fee to send the device un-repaired. This fee covers the administration and postage costs.   Important - If we've provided you with a repair quote but you don't pay the return fee or the repair fee within 21 calendar days, we will take this to mean you don't want your device back, and we will recycle it.      Back to top   Book a return or repair When you want to send us a phone, we ask you to book it on the website first.   To book a return, log in and go to my order history. Select the order you want to return and click on view details then return phone to start the booking process.   Select your reason for returning your phone. If you are returning a faulty phone, you'll be able to choose if you want to return it for a refund or for a replacement.   If you are sending a phone for a repair, please go through the diagnostics to make sure that the fault requires a repair and cannot be solved on the spot.   Verify all the data is correct and book your return. When your booking is confirmed, print the return form and the postage label.   Prepare a parcel according to the instructions on the return form and use the postage label to send it.   For more detailed instructions on the returns process then please look at:   Phone Return Instructions How to return a faulty phone      Back to top   Processing by the return centre From the moment the return centre acknowledges the receipt of your parcel, you can track the progress of your return or repair in the booking system. Go to my order history. Select the order you have returned and click on view details then return phone. You will be able to track the progress of your return when you click the button, Track my return now.     Returns   After having received your phone, the return centre will control your return and if there is a fault they will confirm the problem. Once this step is over, the return centre identifies if a full refund can be given, or if the order has been returned incomplete or damaged.   When this assessment is over, we initiate the refund or order a new phone for you, according to your original request, and to the parcel you sent to the return centre.     Repairs   When you send your phone for a repair, the repair centre will also confirm the fault and identify whether or not it is covered by the manufacturer's warranty. If it is, they will repair your phone and return it to you. If your phone or this issue are not covered by the manufacturer's warranty, the repair centre will issue a quote for the repair. This quote will be available in the booking system, where it can also be paid.      Back to top   Refund and Replacement Refunds   Refunds are calculated from the total value of your order. If you are returning an incomplete order, or if its content has been damaged then the value of the refund will be reduced accordingly.   If the phone itself has been damaged beyond repair then the return may be invalidated and the phone returned to you.   Missing or damaged accessories are charged as follows:   Item Value Plug Charger £15 Wireless Charger £45 USB Cable £10 Battery £20 Headphones / hands-free £10 Micro SD Card - 1GB to 8GB £8 Micro SD Card - 9GB to 16GB £10 Micro SD Card - 17GB or above £25   Refunds are processed once your return has been accepted by the return centre. Refunds are made by the same method of payment used for the original order. Please allow 3 to 5 working days for the money to reach your bank account.   If you selected to spread the cost of your order, we will also ask our peer-to-peer partner to cancel your loan and refund the sums which you already paid, if any.     Replacement   Replacements are processed once your return has been accepted by the return centre. Replacements will always be for the same model; it is not possible to exchange your phone for another model.   Replacements are sent for delivery on the next working day.      Back to top   goodybag refunds This section only applies to goodybags purchased as part of a phone order.   If you do not already have an active giffgaff SIM card on the account you used to purchase a phone then you are required to order a goodybag at the same time as ordering a phone. If you decide to cancel the phone order then you may also cancel the goodybag at the same time and get a refund of both items. goodybag refunds are calculated according to the proportion you have used. Unused goodybags are refunded in full.   We do not cancel a goodybag if the phone is not returned as well.   Please note that your giffgaff account will be closed as part of the cancellation of the goodybag. If you wish to keep your giffgaff number, you must ask for a PAC code before we start processing the refund.      Back to top  
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Quick View Instructionsgiffgaff agents are able to help with all accounts issues that you may have.   Select the appropriate agent category from below. Click on the direct 'Ask an Agent' link or follow the advice given. You will be asked to login when contacting an agent. Fill in the form and detail as much information as possible.     How can the Agents help? Here at giffgaff we know our members are happier getting help from our Community rather than waiting for an agent to answer their questions. That's why there is no phone number and all the support is given online via the Community with most answers often being given within 90 seconds, 24/7, 365 days a year.   However, the Community can't answer questions about your account. When your question requires a verification of your giffgaff account you will need to 'Ask the Agents'.   In order to make it easier for you to identify when to 'Ask an Agent' we've listed the different reasons you could have to contact them with a direct link and where possible some further advice.   If the 'Ask the Agents' category is not listed, it's probably because the agents won't be the most appropriate people to contact. In this case, we advise to search the forum for similar questions.   If you don't find the right agent category you can:   Post your question in the Help forum Learn how to post in the Community      Back to top   goodybag and payment problems   Can't buy a goodybag / gigabag If you have trouble buying a goodybag or a gigabag then try adding a payment method and buying again. Direct link to Ask an Agent Learn more about goodybags and gigabags   Cancel your queued goodybag Make sure the payment method used is stored in my payment details so the refund can be processed .   Note: Active goodybags cannot be cancelled. Direct link to Ask an Agent Learn more about queued goodybags   Incorrect balances and charges If you think that your credit is not consistent with your usage then check how you have used your 'Airtime Credit' in the my usage statement. Direct link to Ask an Agent Learn more about what is not included in your goodybag   Can't Top up If you have trouble buying credit with a voucher, PayPal or a debit / credit card. All vouchers must be from giffgaff or O2 and the 16 digit code can be redeemed here. Direct link to Ask an Agent Learn more about how to buy airtime credit   giffgaff to giffgaff free calls If you have been charged for a call or SMS text to another giffgaff number and you have verified the exceptions first. You can check your giffgaff to giffgaff free call & text expiry date by dialling *100*1# [Send]. Direct link to Ask an Agent Learn more about free giffgaff to giffgaff calls   Incorrect goodybag allowance If you think your goodybag allowance is not consistent with your usage. Direct link to Ask an Agent   Incorrect gigabag allowance If you think your gigabag allowance is not consistent with your usage. Direct link to Ask an Agent   VAT receipt If you need a VAT receipt for your recent goodybag / gigabag or airtime credit purchase then they are available in your my order history. Direct link to Ask an Agent Learn more about VAT receipts      Back to top   Handsets   Deliveries If we have emailed you a consignment number then you can manage your delivery on our couriers website. Note: The 'agent link' below will only work if you have bought a handset from giffgaff. Direct link to Ask an Agent Learn more about handset deliveries   Returns Phone returns must be booked in first. Just select 'View Details' next to your phone order. Note: The 'agent link' below will only work if you have bought a handset from giffgaff. Direct link to Ask an Agent Learn more about handset returns   Repairs Phone repairs must be booked in first. Just select 'View Details' next to your phone order. Note: The 'agent link' below will only work if you have bought a handset from giffgaff. Direct link to Ask an Agent Learn more about handset repairs   VAT Receipt A VAT receipt should be available to download for your phone in my order history. Note: The 'agent link' will only work if you have bought a handset from giffgaff. Direct link to Ask an Agent      Back to top   Selling your phone to giffgaff   General If you have a general question about selling your phone to giffgaff. Direct link to Ask an Agent Learn more about our step by step guide to selling your phone Learn more about the FAQ's for giffgaff helpers   Payment If you have a question about payment for your phone. Direct link to Ask an Agent Learn more about Payment, Cancellations & Returns   Sending your phone to giffgaff If you're having a problem with sending your phone. Direct link to Ask an Agent Learn more about how to send your phone to giffgaff Learn more about removing your iCloud and Google accounts   Problems placing an order If you're having a problem placing an order to sell your phone. Direct link to Ask an Agent   Revised Quote If you have a query about a revised quote that you've received for your phone. Direct link to Ask an Agent      Back to top   Mobile Services   Activating your SIM If the activation is not complete after 24 hours, if the activation fails or an error message has been displayed. To test if your SIM is active try dialling *100# [Send], this code should give you you airtime balance. Direct link to Ask an Agent Learn more about SIM activation   Calls are not working If you have trouble making or receiving calls in the UK after having checked that you have enough credit and that you are getting a signal. You check you have a goodybag or airtime credit by dialling *100*7# [Send] or *100# [Send] respectively. Direct link to Ask an Agent Learn more about how to check the coverage   Texts are not working If you have trouble sending or receiving SMS or MMS in the UK after having checked that you have enough credit, have the correct settings and that you are getting a signal. You can check your SMS allowance by dialling *100*5# [Send]. Unlimited SMS texts will return a value of 0. MMS cost 16p to send in the UK. Direct link to Ask an Agent Learn more about MMS   Internet is not working If you have the correct APN settings and enough allowances but can't use your mobile Internet. You check your data allowance by logging in or using the giffgaff mobile app. Direct link to Ask an Agent Learn more about Internet settings   Data tethering You have you been contacted regarding any illegitimate data usage or your Internet connection has been barred following an abusive usage warning email. Direct link to Ask an Agent Learn more about the traffic flow policy Learn more about the tethering policy   Lost / Stolen SIM or Handset If you want to remove a bar on a device you told us was lost or you have a question about a SIM / device that you have told us is lost or stolen. Note: If you need to block your SIM or handset because it is lost or stolen, please fill in this form first. Direct link to Ask an Agent Learn more about lost and stolen SIM   Blocked SIM card If your having problems with a PUK code to unblock your device or if you need a PUK2 code to unblock your SIM card after entering a wrong PIN2 code. You can get a PUK code from your settings page. Note: PUK2 requests can take up to 5 working days to retrieve. Direct link to Ask an Agent Learn more about how to unblock your SIM card   Ordering more SIM cards If you want to raise your SIM order limit to be able to order more SIM cards. Note: You get a default 30 SIMs per month from your account. You can order more here. Direct link to Ask an Agent Learn more about spreading giffgaff   I did not receive my SIM If the SIM card you ordered on the website is not delivered within 5 working days. You can order more SIMs unless you have reported your SIM as lost or stolen. Direct link to Ask an Agent Learn more about SIM delivery times   Friend's SIM not received If the SIM card your friend ordered from you is not delivered within 5 working days. You can order more SIMs from your account or give them your affiliate link. Direct link to Ask an Agent   Accessing Adult content If you have already submitted a machine readable passport or UK drivers licence on the adult content page and have waited 24 hours but this official document has been rejected. A restart of your phone is required once the document has been submitted to complete the process. Note: The agents cannot lift the bar for you they can only solve glitches. Direct link to Ask an Agent Learn more about the adult content bar   Preventing unwanted calls If you want to bar incoming, outgoing or international calls or if you want to change your phone number and you have already done it online once before. Also see the call services section for other call barring features. Direct link to Ask an Agent Learn more about nuisance calls   Using your voicemail If you have enough airtime credit or goodybag minutes but can't access your voicemail or you need to reset your voicemail's PIN. Note: Dial 443 to access your voicemail. You will need 1 goodybag minute or 8p credit per call. Direct link to Ask an Agent Learn more about your voicemail   Insurance Claims If your insurer is asking for 'proof of usage' to replace a lost or stolen device. Note: You must first report your SIM and phone as lost or stolen before the agents can help further. Direct link to Ask an Agent Learn more about insurance claims      Back to top   Points and Payback   Missing Payback points If you think that you are missing payback points and your friend has activated their SIM last month. You can check for your friends SIM activation in your my recruits. Direct link to Ask an Agent Learn more about payback points   Change Payback method If you have problems changing the payment method you've selected and the payback payment has not started yet. To choose or change a payment method go to the my payback page. Direct link to Ask an Agent Learn more about the payback payment method   Payback not received If the payback payment period has started and you have not received your payback yet. Note: Payback payments are made mid December and June. Please wait a few days to allow for the payback payment to be processed. Super Recruiter payments are made around the 20th of the month via PayPal. Direct link to Ask an Agent Learn more about when payback is paid out      Back to top   Transferring your number   Transferring to giffgaff If your number has not been transferred by 9am on the day following the date you booked. Your booked transfer date can be checked on the transfer page. Direct link to Ask an Agent Learn more about how to keep your phone number   Transferring from giffgaff If your leaving giffgaff and have an issue with the PAC we sent you. If you need your PAC then go to this page or dial 43431 from your phone. Direct link to Ask an Agent Learn more about how to transfer your number to another provider      Back to top   BlackBerry   BlackBerry services If your having trouble using your BlackBerry on giffgaff. Note: If your using a BlackBerry 7 or older then you need to activate this service before use. You must have an active goodybag to do this. Direct link to Ask an Agent Learn more about BlackBerry services      Back to top   Helping in the Community If you are helping other members in the Community then please use this page to give them a direct link to the correct agent category. This will be much more useful than posting a simple 'ask an agent' or https://giffgaff.com/support/ask/ response. The 'Ask an Agent' links can easily be 'copied and pasted' using the following methods: On a PC Hover your mouse/cursor over the 'Ask an Agent' link then 'right click' then select 'copy link location' or Highlight the 'Ask an Agent' hyperlink then 'right click' then 'copy'. On a mobile Press and hold the link and a menu will appear, now select 'copy' from the menu. With this information now copied the link can be pasted into the Community, a browser address bar or giffgaff's social media pages.      Back to top  
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As a giffgaff community member, you qualify for 3 months (93 days) of free giffgaff to giffgaff calls and texts. This 3 month period resets each time you make an eligible top-up. This guide will tell you everything you need to know about your giffgaff to giffgaff free calls. Handy Video What are free giffgaff to giffgaff calls? What are the eligible top-ups? What happens when I am abroad? Handy Links     Handy Video     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:    Back to top   What are free giffgaff to giffgaff calls? Every time you make an eligible top-up to your giffgaff number, you will receive 3 months (93 days) of free giffgaff to giffgaff calls and texts. This means that you can call, text, call forward or video call for free to anyone with a giffgaff number.   There are two restrictions to this offer:   The maximum length of a free giffgaff to giffgaff call is 60 minutes. Any additional minutes are charged at the normal U.K. rate i.e. Out of your goodybag minutes or from your existing credit if you don't have an active goodybag with minutes left. To avoid the additional charges simply hang up before the 60 minutes are up and redial. The free giffgaff to giffgaff calls and texts do not apply when you are roaming, i.e. when you are abroad.   You can verify when your free giffgaff to giffgaff calls and texts end at any time by:   Going online to your My giffgaff page and looking in the "My goodybags" section (directly under your active goodybag / gigabag). By dialling the Network Shortcode *100*1#. For other useful shortcodes see this article.   Every time you make an eligible top-up the 3 month period is reset.      Back to top   What are the eligible top-ups? You can reset the 3 months of free giffgaff to giffgaff calls and texts by doing any one of the following:   Redeeming a voucher of £10 or more. Buying airtime balance of £10 or more with a debit / credit card or using PayPal. This includes auto-top up. Note: It's currently not possible to auto-top up with PayPal. Buying a goodybag / gigabag of £5 or more with a debit / credit card or using PayPal. This includes recurring and queued goodybags (note: The reset occurs when the goodybag/gigabag becomes active). Note: It's currently not possible to auto-top up with PayPal. Taking payback of £10 or more as airtime credit (note: The reset occurs on the date in June or December the credit arrives on your account). Receiving £10 or more credit from another giffgaff member i.e. By Receiving a top up from another giffgaff number. Renewing a recurring goodybag early.   The following are not eligible top-ups:   Buying a goodybag with existing airtime credit. Any goodwill payment. Adding credit to another giffgaff account from your account.   Purchasing a goodybag with a card will not reset your giffgaff to giffgaff allowance until the goodybag becomes active.   Adding £10 or more airtime credit (either by card or by voucher) resets the giffgaff to giffgaff allowance from the top-up date.   Important: If you top-up your balance, then buy and queue a goodybag or gigabag from that credit, your giffgaff to giffgaff allowance would reset for 3 months from the date the top-up was added, not the date the goodybag goes active as goodybags bought from credit are not eligible top-ups.      Back to top   What happens when I am abroad? When you're abroad, you'll be able to call your friends on giffgaff but these calls and texts won't be free, they will be charged according to the corresponding roaming charges.   If you are in the U.K., you can call your giffgaff friends who are abroad for free, but they will be charged for this call. All calls received abroad are charged according to the roaming charges.   This table will help you identify who (you and/or your giffgaff friend) will be charged when you are both eligible for free giffgaff to giffgaff calls and texts:     Your giffgaff friend is in the U.K. Your giffgaff friend is abroad You are in the U.K. You: Calls & texts are free to make and receive   Friend: Calls & texts are free to make and receive You: Calls & texts are free to make and receive   Friend: Calls are charged at roaming rates to make and receive. Texts are charged at roaming rates to send* You are abroad You: Calls are charged at roaming rates to make and receive. Texts are charged at roaming rates to send*   Friend: Calls & texts are free to make and receive You: Calls are charged at roaming rates to make and receive. Texts are charged at roaming rates to send*   Friend: Calls are charged at roaming rates to make and receive. Texts are charged at roaming rates to send* * Texts are always free to receive whether you are in the U.K. or abroad. This applies even if you do not have free giffgaff to giffgaff texts.      Back to top   Handy Links Using your mobile abroad Guide to top-up Guide to queued goodybags I have been charged for giffgaff to giffgaff calls, why? Two ways to top up any giffgaff number    Back to top    
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MMS stands for Multimedia Messaging Service. MMS are a rich SMS that can contain pictures/Emoji, video and/or sound. They work in a particular way so we prepared this guide to help you make the most of them with your giffgaff phone. What are the MMS settings for my phone? How much do MMS cost? Handy Links   What are the MMS settings for my phone? When you activated your giffgaff SIM for the first time, we updated your phone settings so you can use the Internet and MMS. It may happen that these settings are not working for your particular phone.   If you are unable to send or receive MMS messages then copy the following information in the "Settings" menu of your phone.     Field name Information to insert Access point name: giffgaff APN: giffgaff.com Proxy Server Address: 82.132.254.1 Proxy port / MMS port: 8080 Username: giffgaff Password: {Leave blank} MCC: 234 MNC: 10 Server / MMSC: http://mmsc.mediamessaging.co.uk:8002 APN type: mms   The links below give you more details on how to set up some of the more popular phones.   iPhone Android BlackBerry HTC   If you are still having issues when sending or receiving MMS messages try turning the Wi-Fi connection on your phone to OFF and verify that:   MMS and 3G are enabled within the settings menu. You have disabled Power / Saver / Stamina mode (if applicable).   For non-smart phones users, you may need to check that the giffgaff settings have been assigned to your MMS account. Go to:   Messaging Settings Multimedia Messaging MMS Account and select giffgaff MMS settings.      Back to top   How much do MMS cost? MMS messages cost 16p to send to a U.K. mobile and 24p to send to any other non U.K. mobile with or without a plan. You'll need credit to send an MMS message. Dialling *100# from your phone will check your balance, this service is free. Downloading MMS is totally free. The maximum message size is 300KB   Note: Data must be enabled to use MMS but no extra data charge is made for using MMS. Even though a minimum of 15p credit (or goodybag allowance) is normally required to access the Internet in the UK, this is not required to download MMS, so you can still download with zero balance.   As data needs to be enabled for MMS to work, please make sure that your phone has been set up the way you want it as any background applications running, email searches or Syncs will incur charges of their own (which have nothing to do with using MMS). As data charges outside the UK can be quite high it's worth making these checks.   Note: Remember that MMS are not included in any goodybags. Sending MMS will be charged from your airtime balance.      Back to top   Handy Links I can't send or receive MMS, why? Guide to setting up your new handset U.K. Rates International Rates Using your mobile abroad    Back to top    
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