giffgaff must stop using opaque “final decisions” to disconnect mobile numbers without adequate warning, meaningful human review, or a clear route of appeal.

A mobile number is not disposable. It may be connected to banking, email, social media, two-factor authentication, employment, healthcare and long-standing personal contacts. Permanently disabling it without a reasonable migration period can expose customers to serious security, financial and personal consequences.

We recognise giffgaff’s right to prevent fraud, abuse and genuine breaches of its terms. However, enforcement must be transparent, proportionate and open to meaningful review.

We call on giffgaff to:

1. Clearly disclose before purchase and activation when overseas activation, extended roaming or other usage may lead to restriction or disconnection.

2. Issue a clear warning and provide a reasonable opportunity to respond before permanently disconnecting a number.

3. Require genuine human review rather than allowing an automated system to make an irreversible final decision.

4. Include PAC, number-porting, refund, formal complaint and Alternative Dispute Resolution information in every disconnection notice.

5. Give customers a reasonable buffer period to transfer their number and protect accounts linked to it.

6. Clearly explain what happens to unused credit and active plans, including the contractual basis for refusing any refund and the remaining options available.

7. Establish a human-led appeal channel through which customers can submit evidence, receive written reasons and escalate disputed decisions.

This petition does not demand special treatment or the removal of legitimate security controls. It demands basic consumer fairness.

A service may be restricted. The process must not be hidden.

Rules may be enforced. Customer credit must not simply disappear.

Please sign and share this petition to demand transparency, human accountability and fair treatment for every giffgaff customer.