Update on our recent outage

Update on our recent outage

by handy giff-staffer gaffer on ‎03-10-2013 10:21 - last edited on ‎03-10-2013 19:14 by Head of Community

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After last Friday’s outage this isn’t a blog I was expecting to be writing to you. I’m sorry to say we experienced a further network problem yesterday affecting calls and texts from around 4:15pm until service began to resume from 8:00pm. Investigations continue into the root cause but I didn’t want to wait for this to conclude before I shared my thoughts on the matter.

 

We want to say sorry, we hear and understand your frustration. It’s not good enough and we know that. At giffgaff we challenge ourselves to do mobile better for our members. It’s why we set up in the first place and as a relatively young but fast growing network we have achieved so much of which I am very proud but this week is one where we’ve come up short. What I can assure you of though is it’s a temporary setback from which we will bounce back.

 

I read through the comments of members on the Community and in social channels last night and it makes for humbling reading. The comments range from many venting their frustration to messages of support. I recognise that some of you may look to leave giffgaff and I accept that. We don’t lock our members into contracts so you are free to leave at any time, we want you to choose giffgaff and stay with us because you want to but I would certainly like the opportunity to win back your trust.

 

Nigel will post as soon as we have an in depth understanding the technical issues and following that I

will update you on next steps.

 

Mike

Comments
by tink2976 on ‎03-10-2013 10:56
There is no problems with my signal but still cant send texts or make calls, this been like this since friday, sick of having to come on here and nothing being sorted
by liqaa on ‎03-10-2013 10:59
Just had enough of gifgaff
by Community Manager ‎03-10-2013 11:00 - edited ‎03-10-2013 11:02

Hi again Liqaa,

 

If you check your My giffgaff pages, do you both have enough credit or goodyabg allowance to allow you to make a call? - My giffgaff

 

All the best,

 

Will

by etccreations on ‎03-10-2013 11:01

Got to agree with others. I'm not overly impressed with this service over the last few days and only have been with giffgaff for 5 weeks. Trust is easily lost, seems like you get what you pay for. I hope it gets back to business as usual and lives up to the recommendations that led me here.  

by liqaa on ‎03-10-2013 11:01
Me too Tink, and Mike will tell you to switch your phone off and on to give it a kick which solve nothing. I think gifgaff is the one who need a kick.
by Community Manager on ‎03-10-2013 11:01

Hi tink2976,

 

Have you tried turning your phone off and on again? A restart usually fixes any lingering problems.

 

All the best,


Will

by tink2976 on ‎03-10-2013 11:02
That is all have done for days n nothing is happening, my goodybag says it's live as well
by wonderfulalice on ‎03-10-2013 11:04

I like giffgaff . However all you need to do . Is be fair . Please extend goodybags that have had no coverage by 2 days . Thats not much to ask. Just playing fair . All networks get problems .And now you have to look after your loyal customers who are going to persevere. Saying we can leave if we wish is not gracious ! we know that. we would prefer to stay! so be nice !!

by Community Manager ‎03-10-2013 11:06 - edited ‎03-10-2013 11:06

liqaa and tink2976,

 

Could you both try testing your SIMs in another phone that you know works? (make sure that they're unlocked or only locked to O2). This will tell us if it's a problem with your SIM or if there is a problem elsewhere.

 

Thanks,

 

Will

by tink2976 on ‎03-10-2013 11:08
There is nothing wrong with my SIM Will
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