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.
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