I posted on December 6th to apologise for the mobile data outage that affected our giffgaff members.
We’ve been reading your comments throughout the day and night which has brought to life some of the problems it caused you. We wish it hadn’t happened, but it did, so we want to do what we can to make amends.
We can see from the stories you’ve shared that it affected you all differently. To make sure we’re reflecting this I’m going to set aside a ‘goodwill fund’. If you feel yesterday had a significant impact on you, you can register for your share of the fund. There will be two options - you will be able to choose whether to take a share of the fund as credit, or donate your share to charity.
We’ll be sending out emails to all members from today and over the next few days. If you feel that you were significantly affected then you can click through and make your choice. As of December 13th we're also sending text messages to some members as well with a link to choose.
Registration will stay open until close of play on Friday 14th Dec Sunday 16th Dec (we've extended it) and I’ll update you again on next steps on Monday 17th.
I’d like to say sorry again that this has happened. We let you down and that’s never something we want to do.
Update - 17 Dec 2018
Hi everyone, thank you for all your votes over the last week. I promised to come back to you today with some final detail and some answers to some questions you’ve all been asking.
First of all, I know you’ve been wanting to know how big the goodwill fund is, and I can confirm today that we’ve set it at £1,000,000. Over a million of you voted, and we’ll be using the vote to split this amount across the members who chose to have credit and those who donated it to charity.
The total amount for credit chosen by members from the the fund is £612,960.30, which will be split between those members who chose to receive credit. If you’re one of them, then you’ll be receiving £0.90 to your giffgaff credit balance, as will all members who chose the same option. We’re going to start processing that today, and you should receive that over the next two weeks, along with a text message to confirm it.
Secondly, thanks to those of you who chose to donate your share to charity, the fund stands at £387,039.70. I’m pleased to be able to announce that the charity we’ll be supporting for this is Crisis, a charity working hard to support people who are homeless. At this time of year, it can be very dangerous to live and sleep on the street alone, and with your donation it means that more people will be able to access companionship and essential services over Christmas at Crisis’ centres across the country, as well as support their efforts to end homelessness throughout the year. You can read more about the great work they do at Crisis’ website.
We hope that your generous donation will go a long way to having a big impact on the people that need to make use of these centres over Christmas and beyond - we’ll be making that payment as soon as we can, so that Crisis can make sure that it’s being put to use as soon as possible.
Update - 19th Dec 2018 from t_will
Hey folks, the investigation into the emails stating the incorrect option is complete now and we've figured out what happened.
If you have multiple accounts on the same email address that were affected, we sent a different email that wrapped all of the choices into a single message for all the accounts. We did that to avoid bombarding people with multiple emails just because they happen to manage their family's phones, or have a phone and a tablet SIM, etc.
There was a mistake that meant that everyone in that group of emails got a message saying that they'd chosen credit. It's a mistake in the email, and not our recording of the choice, so everyone who chose charity will have their payment correctly made to Crisis. Anyone who chose charity that we sent the wrong email to will get a follow-up one explaining what happened, but don't worry - all the money from the fund will go where members chose.