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 swanseagirl on ‎19-03-2012 22:35

Come on Giff Gaff!

Being unavailable on my mobile phone on a work day is highly inconvenient. I expect some free air time as compensation for this. I approve of a donation to charity if you really want to pay penance, but at the end of the day, we have a contract which was not honoured for a period of time and was purely your fault. 

 

by klitwestwood on ‎19-03-2012 22:35
Charity begins at home.the outage personaly cost me £80 in lost income due to my phone being down.look after your customers and they will reciprocate!
by whattarelief on ‎19-03-2012 22:37

You all dont need compensation... if you cant go a few hours without a phone, then you have issues!! - These things happen, we ALL know it, so why bother moaning about it .. Give these guys a break, seriously ... :smileyfrustrated:

by ssppyy21 on ‎19-03-2012 22:38

dwb790 i did suggest the 2000 each charity back on page 21 seems no ones interested tho

by whattarelief on ‎19-03-2012 22:38

swanseagirl?! Seriously .. have you ever read the small print ... phone signals can NEVER be guaranteed by ANY service provider, what happened was NOT their fault, it was a blip, it was out of their control, they did what they ARE OBLIGED to  .. and fixed it as fast as they could ...

 

Jesus you guys n gals are like leeches

by as7861 on ‎19-03-2012 22:40

Hey guys, 

 

I understand the pain of this outage as it was bad for me as well. I had a loss of a job. But i'm not complaining. 

 

Why ? 

 

because i know giffgaff worked all day to fix a very major problem, and am thank ful of that :smileyhappy: 

 

Ps 

 

if you want to suggest something. Suggest something reasonable like investing back into the network.

by samirhaider on ‎19-03-2012 22:41
I think this is a great idea, and I'm laughing at all the people that are angry about the money going to a charity. You survived without your phone for a few hours, its not the end of the world. I run a business, and lost some of my clients because of the loss of connection, so you can imagine how annoying that was. I got over it, so should everyone else. Learn to think about other. My suggestion would be to give all the chosen charities £2000 each, its fair this way. Samir.
by ssppyy21 on ‎19-03-2012 22:41

and there is no contract we are all on pay as you go

by rickyjobes on ‎19-03-2012 22:43
I still have no data I have calls and texts but can't use internet or email?? Has any one else still not got data when will it be restored this is 4 days loss of the 30 days I purchased
by ssppyy21 on ‎19-03-2012 22:44

 samirhaider i suggested that back on page 21 but i dont think anyones up for doing that be it would be the right thing to do imo

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