ASA throws out complaints against giffgaff

ASA throws out complaints against giffgaff

The Advertising Standards Authority (ASA) has thrown out a complaint that MVNO giffgaff misled consumers over its unlimited data packages.

Some of the complainants contacted the watchdog after they were disconnected from using data. The MVNO told them their data use was too high and was adversely affecting other customers, something it later admitted was inaccurate.

The watchdog noted that in giffgaff's terms and conditions, it said its service must not be used for tethering or connecting to other devices. The MVNO also contacts customers whose data use exceeds 1GB in one hour to ensure they were not using their service in an 'illegitimate' manner. 

The ASA added: 'We also considered the condition that the service would not be used "in such a way that adversely impacts the service to other giffgaff customers" was, when used correctly, an acceptable condition. We were concerned that some customers had been given inaccurate information and that some customer service agents had used this condition as a de facto fair use policy linked to data volume. However, because this was contrary to giffgaff policy we concluded that it did not make the "unlimited" claim misleading.'

Editor: Graeme Neill

Written by Mobile Today
Mobile Today


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