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Independent consumer campaign

A number may be disconnected.Credit must not disappear.

Customers should be told in time why their number was disconnected and how to seek review, a PAC, a refund or further redress.

Sign the petition Read the five demands What to do after disconnection

Information checked: 30 July 2026

Evidence

Key information is supported by official sources

Information about PACs, refunds, complaint deadlines and charity texts is based on published guidance. Check the full evidence before acting.

View the evidence and official sources
Open petition

To giffgaff:a “final decision” is not an explanation

Customers need a clear, timely route while their number, account access and remaining credit can still be protected.

1

Make the risks of overseas activation and long-term roaming clear

Show the risk on the purchase and activation pages, before payment.

2

Use warnings and temporary restrictions before permanent disconnection

Provide a genuine human review. Do not disconnect a number tied to important accounts based only on a brief, unexplained “final decision”.

3

Put PAC, refund, complaint and ADR information in one notice

State the steps, eligibility rules, deadlines and evidence requirements together.

4

Allow time to update linked accounts and two-factor authentication

A reasonable grace period protects account access and security.

5

Explain credit decisions and provide a clear appeal route

Confirm the decision and reasons in writing before the deadline expires.

A number may be disconnected. The process must not be opaque.
Practical impact

This is about more than a SIM card

01

A disconnected number can disrupt several accounts

Banking, email, messaging, two-factor authentication and account recovery may all be affected.

02

Opaque notices should not become the norm

Warnings, review and time to transfer can all be explained clearly.

03

Deadlines must be visible while customers can still act

A 30-day route hidden in a help page is easy to miss after disconnection.

Formal route for affected customers

What affected customers should do

Request the PAC and refund immediately. If unresolved, complain formally. Ofcom records wider concerns but does not resolve individual refund claims.

1

Request the PAC and refund, then complete the transfer

If you are abroad or the number is deactivated, ask a giffgaff agent how to obtain the PAC overseas. Request a refund promptly; if the SIM is already deactivated, you may need to re-add a payment card before the refund can be processed. Keep the reply.

2

If unresolved, file a formal complaint and keep a complete record

Give a short timeline, evidence and the outcome sought. Reply by the stated deadline; giffgaff currently refers to a 28-day response window.

3

Report the regulatory issue to Ofcom

Use verifiable facts about disclosure, the notice, PAC and refund information, unused credit and complaint handling.

4

The date of the first complaint determines the six- or eight-week period

If the complaint was first raised with giffgaff on or after 8 April 2026, it may be referred to the Communications Ombudsman after receiving a deadlock letter or after six weeks without resolution. Complaints first raised earlier normally remain subject to the eight-week period.

Once you have taken action on your own case, please support the wider campaign

A petition cannot replace an individual complaint, but it can press giffgaff to publish clear information about warnings, human review, PACs, refunds and escalation routes in one place.

Sign the petition

发送前确认

查看该机构的官方短信条款
  • 已申请 PAC 和退款，并确认退款无法获得；
  • 已获得账单持有人许可；未满 16 岁者已取得监护人同意；
  • 未收到确认短信时不重复发送，先检查余额和账户活动。

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