Conor from the giffgaff team
29 Jul 2026 13:43
Hi giffgaffer,
Thank you for contacting us regarding the recent disconnection of your mobile service. I am writing to provide our response following a full review of your service usage and account history.
Summary of Your Case
I understand you are dissatisfied with the disconnection of your service, and appreciate how important continuous connectivity is, particularly while abroad, and I welcome the opportunity to address your concerns.
Our Findings
Our terms and conditions explicitly state that our services are provided primarily for use within the United Kingdom. While inclusive roaming is provided to support our members during short-term travel (such as holidays or brief business trips), it is not intended for long-term, continuous, or permanent use overseas.
Upon reviewing your account, our systems confirmed that your device has been connected to international networks over an extended period, far exceeding reasonable limits for temporary roaming. As a result, your usage pattern no longer meets the eligibility requirements of our UK service agreements.
Our Decision
While I acknowledge your frustration regarding this outcome, we are unable to overturn the disconnection or reinstate your service. Our terms regarding primary UK residency and usage are strictly enforced to maintain network integrity and compliance.
As we have thoroughly reviewed your account activity. Regrettably, we are unable to approve a refund. Your account has been closed, and all associated access has ceased as of the effective date of disconnection as per clause T&C 5.3. Once credit is applied to your Account, we have no obligation to refund it to you in the absence of any legal or regulatory entitlement.
Our review confirmed that your usage breached our Fair Usage Policy (FUP). Per Clause 3.5(k) of our Terms and Conditions, members must fully comply with this policy. Our FUP states that services are intended primarily for use within the UK, with roaming provided for short-term travel only.
Because your usage pattern suggests extended or permanent use outside the UK, your account no longer meets the eligibility requirements for the service. As a result, your refund request has been declined.
You can review our full Terms and Conditions and Fair Usage Policy on the giffgaff website.
Next Steps & Preserving Your Number
Although your service with us has ended, we want to ensure you do not lose access to your phone number if you require it for banking or personal contacts:
Requesting a PAC: You can transfer your UK mobile number to another provider by requesting a PAC (Porting Authorisation Code). You can do this by logging into your online account and going here: https://www.giffgaff.com/profile/details/requestpac
Please note that porting authorisation codes are valid for 30 days, after which the number may be permanently recycled.
We regret that we are unable to provide the outcome you were hoping for, but we hope this explanation provides clarity on our position.
Kind regards,
The giffgaff team
29 Jul 2026 13:43
Hi giffgaffer,
Thank you for contacting us regarding the recent disconnection of your mobile service. I am writing to provide our response following a full review of your service usage and account history.
Summary of Your Case
I understand you are dissatisfied with the disconnection of your service, and appreciate how important continuous connectivity is, particularly while abroad, and I welcome the opportunity to address your concerns.
Our Findings
Our terms and conditions explicitly state that our services are provided primarily for use within the United Kingdom. While inclusive roaming is provided to support our members during short-term travel (such as holidays or brief business trips), it is not intended for long-term, continuous, or permanent use overseas.
Upon reviewing your account, our systems confirmed that your device has been connected to international networks over an extended period, far exceeding reasonable limits for temporary roaming. As a result, your usage pattern no longer meets the eligibility requirements of our UK service agreements.
Our Decision
While I acknowledge your frustration regarding this outcome, we are unable to overturn the disconnection or reinstate your service. Our terms regarding primary UK residency and usage are strictly enforced to maintain network integrity and compliance.
As we have thoroughly reviewed your account activity. Regrettably, we are unable to approve a refund. Your account has been closed, and all associated access has ceased as of the effective date of disconnection as per clause T&C 5.3. Once credit is applied to your Account, we have no obligation to refund it to you in the absence of any legal or regulatory entitlement.
Our review confirmed that your usage breached our Fair Usage Policy (FUP). Per Clause 3.5(k) of our Terms and Conditions, members must fully comply with this policy. Our FUP states that services are intended primarily for use within the UK, with roaming provided for short-term travel only.
Because your usage pattern suggests extended or permanent use outside the UK, your account no longer meets the eligibility requirements for the service. As a result, your refund request has been declined.
You can review our full Terms and Conditions and Fair Usage Policy on the giffgaff website.
Next Steps & Preserving Your Number
Although your service with us has ended, we want to ensure you do not lose access to your phone number if you require it for banking or personal contacts:
Requesting a PAC: You can transfer your UK mobile number to another provider by requesting a PAC (Porting Authorisation Code). You can do this by logging into your online account and going here: https://www.giffgaff.com/profile/details/requestpac
Please note that porting authorisation codes are valid for 30 days, after which the number may be permanently recycled.
We regret that we are unable to provide the outcome you were hoping for, but we hope this explanation provides clarity on our position.
Kind regards,
The giffgaff team
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