Our service outage on Friday.

Our service outage on Friday.

by handy giff-staffer gaffer on ‎19-03-2012 14:30 - last edited on ‎20-11-2012 18:45 by ayla_15

As you will be aware we had a full service outage on Friday.  This was due to a major water leak at one of our third party suppliers which knocked out both our primary and backup systems. The outage began at 10.10am and lasted until just after 6pm, when calls, texts and data were working again.

 

During the outage we worked with our supplier to fix the problem as quickly as possible and made it our priority ensure that all our members were kept up to date with the latest developments.  We are extremely upset to have this happen to our members and are committed to doing our utmost to prevent issues like this from happening again.

 

I’m pleased to report that things ran smoothly over the weekend and we used the time to fully repair everything and tidy up individual problems caused by the outage. For the more technically minded, Nigel, our CTO , has started a thread in the community which will go into the detail of the outage and what we have done, and will be doing to prevent it’s recurrence.

 

This year, as we grow as a company, we are committed to making substantial investments in our infrastructure. Due to Friday’s outage we will be reviewing these plans with the intent of bringing forward investment in capacity and resiliency. I’d also like to assure you of our commitment to making the giffgaff experience as good as possible.

 

It has been amazing to see the messages of support and the suggestions that we should make a charitable donation as a way of making up for Friday’s outage.  We therefore intend to make a £10,000 donation to a charity of your choice.  The charities are ones you nominated for Payback in December  -  to vote just use the polling buttons on the main blog page before the end of the week.  

Comments
by lillypod on ‎19-03-2012 18:31
I think that's fantastic giffgaff. A burst pipe could happen to any one I think it's great what your doing well done!
by daffy81 on ‎19-03-2012 18:32

sounds nice giving away to charity, but what about US? how is that benefiting us you guys giving money to charity, il not go into detail the issues it cause me being offline allday, i can imagine many others also but i was not the happiest person to be around that day, you did actually cost me money due to no one ableing to contact myself or visa versa.

by zackyoung on ‎19-03-2012 18:32

This is a terrible way to resolve such a big issue... 8 hours of downtime needs some form of member compensation. If I was with O2, or another leading provider I would be provided with some form of compensation.

 

As Giff Gaff is all about helping members out because we do part of the job - a wide discount on the next goodybag purchased would have been acceptable in my eyes. I know that they can't give everybody free credit, but a discount on a further commitment cuts their margin that's all - and if anything could of even converted more people to buy a goodybag. 

 

NOT happy at all here and if one more problem happens at Giff Gaff... overloaded website, downtime or anything else I'll be saying bye bye. 

by laynads_girl on ‎19-03-2012 18:32

Me and my other half only had giff gaff and lost whole day and couldnt even ring anyone to say were be late .... 

by pigman54 on ‎19-03-2012 18:32
I've been on gg for bout four months now & not had a problem apart from the odd signal drop & friday I think its a good idea for the donation but also just a couple of points just as thankyou for hang on in well it did go wrong
by batjames on ‎19-03-2012 18:35
Giffgaff said: "Once we are sure that full and stable service has been restored for all members we will look at ways to make it up to you " I DON'T WANT Giffgaff TO GIVE TO CHARITY FOR MANY REASONS, I WANT GIFFGAFF TO "MAKE IT UP TO ME"
by stook77 on ‎19-03-2012 18:35

I urge GiffGaff to reconsider this donation.

 

1 lucky charity is going to end up very happy after this outage. But what about the others? The donations made to charities by GiffGaff members represents GiffGaff members favourite charities.

 

Stop P*ssing around with stupid polls and just donate £2,000 to the top 5 charities (or stretch the money further!). Share the £10k a bit.

by si5 on ‎19-03-2012 18:36

Selfish idiots asking to be re-imbursed, you'd get about 2 quid back! I'm well impressed at GiffGaff putting up £10k, that's amazing! Nice one GiffGaff. Macmillan is my suggestion. Thanks

by angelasimmonds on ‎19-03-2012 18:36

where as i agree that giff gaff do something i think strongly it should be something for its own customers  as it was us that was without the service which for me  caused a big problem my daughter ended up in hospital and she couldnt text /ring me  so i was really not happy sorry giffgaff

by jamesey on ‎19-03-2012 18:36

Woah!

 

I am severely disappointed now. I did miss some phone calls and texts on Fridays. With one I know that never did arrive to me. However i shrugged this off, And I managed to connect to people via services such as my blackberry on 02 through bbm and my phone on KIK and WHATSAPP with wifi, So, Even though i was effected. I found work around as a backup.

 

Anyway, In my head, I forgave giffgaff by saturday, As accidents do happen.

 

However, Now because of this post. And the technical post. I am now VERY VERY disappointed with giffgaff.

 

I don't want compensation. But I don't Want giffgaff giving £10,000 to some random charity when they just practically posted saying there doing nothing to prevent this issue from happening again (If theres another leakage, there will be downtime, just it might be a little bit shorter with current plan... and that's without damages....)

 

Invest the £10,000 In making this issue have MUCH MUCH MUCH MUCHHH less downtime to the shabby show on friday. and what will happen again with your current strategy.

 

disappointing.

-James

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