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Ofcom UK Probes Mobile Operator giffgaff Over Billing Mistakes

Tuesday, Sep 18th, 2018 (11:06 am) - Score 1,343

The UK telecoms regulator, Ofcom, has opened an investigation into giffgaff after the 4G mobile network operator provided new information, which indicated that it may have rendered bills that were “inaccurate” as a result of a “billing error” that started in 2016.

The General Condition 11.1 (GC11) rule requires, amongst other things, that broadband ISPs and mobile operators accurately bill consumers for their use of communication services. Clearly giffgaff, which is an O2 based Mobile Virtual Network Operator (MVNO), may have gone wrong somewhere along the way but at least they appear to have fessed up to it.

In a brief statement Ofcom said (here): “giffgaff has provided information indicating that it may have rendered bills that were inaccurate as a result of a billing error that arose from June 2016. Ofcom has therefore decided to open an investigation that will examine whether there are reasonable grounds to believe giffgaff has failed to comply with its obligations under GC 11.” The regulator will now gather evidence until the end of November 2018.


By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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5 Responses
  1. Avatar photo Simon says:

    Good – and their shocking data speeds too – when I was an agent I spent 95% of my time dealing with billing problems – and that was a few years ago!

  2. Avatar photo eM says:

    ICYMI, the error happened when you had some top-up credit, then purchased a goodybag, and connected to the internet without restarting your phone first. If you did that, data usage would be charged from your top-up credit and not the goodybag allowance. Happened to me in the past – but I got the money back after writing to their support

  3. Avatar photo chris conder says:

    I have been on giffgaff for many years and never had any trouble. Neither have 4 other family members. Just thought I would mention it in their defence. Their community support is also very good.

  4. Avatar photo George says:

    We have six accounts with Giffgaff for many years without problem. I doubt there is any company that have not suffered billing problems at some time.

  5. Avatar photo Steve says:

    About time too. Their repeated billing errors were the reason I left. Recurring goody bags vanishing and the auto top ups running away were common. I never managed to get a full refund each time.

Comments are closed

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