“A mixed bag. Network performance is good (working on O2's platform), and goodybags (monthly bundles of calls, texts and data) are attractively priced and flexible. However, things have taken a downward turn recently. There is no call centre; the first port of call when experiencing problems is to email the 'community', which consists of fellow giffgaff members. They do a valiant job, to be fair, and respond very promptly, but they can't deal with account related issues, so these have to be directed towards their employed agents. This is where the fun starts. The agents' performance is hopeless; you'd better hope you only have to deal with one, as they don't appear to talk to each other; they have difficulty in reading and comprehending clear messages; and woe betide you if you experience any problems which aren't covered by their scripted responses.
Their payment system crashes, leaving members unable to make not only purchases of phones, but sometimes fundamentals like renewing goodybag bundles.
Lately there have been numerous complaints relating to faulty 'refurbished' phones. However, their prices for new phones are very good (better hope the payment system works though).
If it weren't for the fact that only giffgaff/O2 can supply an acceptably strong signal in my home, I'd leave and use another carrier. Until recently I'd have heartily recommended giffgaff - sadly not any more.”
