Yeah with giffgaff it's all online. You can message them online for help and maybe even get settings update sent to you if you don't fancy doing it manually.
But I think it's like 50p a pop to send.
Just get WhatsApp it's so much easier, quicker and better honest.
In connections, other connections turn on download booster works on my note 10+ on giff gaff. Also try turning on data that also seems to work hope it helps.