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Sunday, 25 December 2011


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giffgaff, SIM-only mobile network, has been recognised as the number one global online community by the leader in Social Customer Solutions Lithium.

Lithium tracks the level of engagement of community members by monitoring six factors – members, content, traffic, interaction, liveliness, and responsiveness – which are combined to produce a Community Health Index (CHI) score. Not only does giffgaff now have the highest CHI score worldwide, it has recorded the highest score ever registered by the platform. The network has achieved the record in less than two years since its launch in November 2009.

giffgaff’s community of members lie at the heart of the company’s innovative business model, carrying out customer service, marketing and customer acquisition functions through the network’s online forums. giffgaff continuously engages with its community asking for ideas and input in most aspects of what the business does. These open and frank discussions have led to an extremely loyal and committed customer base and driven rapid growth in the business.

In addition, Vincent Boon, Community Manager at giffgaff, has been named a ‘Protostar’ winner in the 2011 Constellation SuperNova Awards in recognition for his work with giffgaff’s members. The awards celebrate those who successfully put pioneer new technologies in a practical context to deliver a market-changing approach in their sector.

Vincent Boon, Head of Community at giffgaff, said:

“It is a great achievement to be rated as the most vibrant online community in the world and we are over the moon at this accolade. However, the credit for the success of the community must go to our members – they have really embraced our social business model and giffgaff would be nothing without their contribution.

“The fact that the SuperNova Awards panel has also recognised the success of giffgaff as a pioneer of social business is further icing on the cake. In my view the giffgaff community is an example of the internet at its empowering and innovative best, and I look forward to working further with our members as we look to work together to drive the business forward.”

The giffgaff community in figures:

giffgaff’s top ten users spend over 12 hours a day in our community answering questions.
A total of 138,000 people have given kudos (thank you’s)to posts on our community
75,000 questions have been asked on our community and they have received a total of 880,000 answers, including 1,400 top tips on how to get the best out of your mobile and giffgaff
Members have given giffgaff a total of 4,800 ideas which we discuss and work on implementing
For more information on giffgaff – the community led mobile network – visit

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