Our service outage on Friday.

[#1]

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.  

[#2]

i think? im just going on the first couple of comments.

[#3]

Charliep, so true

[#4]

stay for GIFFGAFF and for YOURSELF

[#5]

CHARITY JOKE!

Charity donation doesn't make me feel better.

The outage caused major problems for my family members on that Friday.

Makes me doubt future dealings with giffgaff.

You give the money to charity to prop up some third world dictator or some freebies for some charity directors?

Invest it in your infrastructure instead.

Any company can have problems beyond their control but it's how you deal with it that make's your customers happy.

[#6]

cant believe people actions towords a charity its good giffgaff gave to charity you guys hating that idea is just gred in my oppinion

[#7]

OK for all you lefty do-gooders to talk about how great charities are.

The truth is different.

Money goes to administrators and bureacracy, like most of your taxes.

This is not about charity its about running a business.

I don't want to pay money to some socialist/marxist commune who wont provide a proper phone service

[#8]

I don't know how much giffgaff really is THE MOBILE NETWORK RUN BY US and how much it's just another company, but since we pay a company for a service which it we expect it to deliver as and when, so many hours without being able to use our phones can seem ridiculous.

I've settled for voting that the money goes to PDSA, who have helped my friend get vet's treatment for her dog, but if I could choose to donate to any charity at all, I think The Lambi Fund is a supremely deserving cause. The Lambi Fund helps Haitian people to decide for themselves how to spend money to benefit their agricultural and environmental programmes. Even before the 2010 earthquake Haiti was the poorest country in the Western hemisphere.

Folk like me can rightly complain about not receiving mobile phone coverage for a day, but to put it in perspective, there are many people that aren't receiving food, shelter, water, medicine, toilet facilities etc. which we take for granted.

                                  

[#9]

Just to make you happy i have so far spent £400 on stamps and microgaff stuff this year and im also running at a loss.

[#10]

@pjr wrote @ jimryder It seemed you had an issue with giffgaff's T&C but I must have been mistaken!

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You are indeed mistaken @pjr. My 'issue' (or I'd prefer to say the point I was making) was that you were incorrectly stating T&C's as gospel. They are only one parties views on an agreement and are not always binding.

[#11]

@jimryder So you do have an issue with the T&C! I'm not 'incorrectly' stating anything. I'm posting the current giffgaff T&C. If you think they are wrong, or you have an issue with the then, as I say, take it up with giffgaff!