Knowledge Base

December 6th's outage - what we're doing to say sorry [Updated]

Started by: vespaash2
On: 07/12/2018 | 13:34
Replies: 4519

by: holtand
on: 10/01/2019 | 19:49
Well done on everyone who donated their 90p to Crisis. Great job Giffgaff.
Message 4481 of 4,520
by: andyrh68
on: 11/01/2019 | 15:15

@juenoaaron wrote:

Can you turn my phone back on please 90 pence is nowhere near enough to cover how many days our service was down just saying cos I got stuck in an elevator and I couldn't call no one to come help me and get me out I would like you to credit my account with at least £10 compensation

Here's a couple of free full stops for you, seeing as you won't get a penny more.

. . 


Incidentally, how did you get out? 


Message 4482 of 4,520
by: stevenmondeost200
on: 11/01/2019 | 19:48

You can keep your 90 pence that is a insult the owner must need it more than us 

Message 4483 of 4,520
by: patchandcrew
on: 11/01/2019 | 23:36

@stevenmondeost200 Certainly those benefitting from the donation to Crisis do. Shame it wasn't the entire million, but I guess over 600,000 people needed the 90p more themselves so it must have been worth it to them, if not to you Smiley Wink 

Message 4484 of 4,520
by: cwsmith26
on: 12/01/2019 | 15:27

I got 16p Giffgaff this is a pisstake it is apparently Giffgaff needs the 16p more than me can't even top up my phone 

Maybe time to find a new network 

Message 4485 of 4,520
by: patchandcrew
on: 12/01/2019 | 19:02


That will have been a refund for a pucture/media text duplication. 

No one is entitled to a payout big enough to top up with so I am confused as to why you feel that is an issue regarding the outage which was only one day (mere hours considering people have to sleep at some point 😉). 

If you do decide to leave giffgaff over it, best of luck finding better value anywhere else ☺ 

Message 4486 of 4,520
by: jesi23
on: 13/01/2019 | 19:59

I’ve been reading through this thread to catch up since I have had the PM (not exist) failure for the past few days, as you know @dez_d  and have noticed that there are several messages about the 90p we were offered for the compensation for the overall outage on 6th December. And some confusion about how it was applied.


I had replied to an individual email and accepted offer of Airtime Credit and received an email replying that that choice had been applied to both the phone and iPad accounts linked with this email ( @jesi23 and @_mozzy ) as 90p compensation. The compensation has been paid to the phone account, but, as of today, 13 January 2019, I have not received 90p to my own account jesi23


As jesi23 is an account linked with an iPad (which neither makes calls nor receives texts) the only way I have of checking this payment being applied is to log into my dashboard, which stubbornly still reads a balance of £0.00 (which it has been since before my last goodybag which expired and has not been replaced). If there have been no continuing problems concerning the payments, I can only assume my payment was neglected, in which case, I really would like it paid as soon as possible as Airtime Credit. Thank you. 



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Message 4487 of 4,520
by: dez_d
community giff-staffer

on: 14/01/2019 | 09:25



If the payment has been made then it will show here as an outage_refund -

If this is not showing then you will need an agent to take a look at your account -




giffgaff Educator

Message 4488 of 4,520
by: jesi23
on: 14/01/2019 | 18:54

@dez_d I raised a case and I have now received my 90p!


My husband never saw the email in time to reply … but he’s not that bothered!



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Message 4489 of 4,520
by: mickythemoocher
on: 16/01/2019 | 08:12 edited: 16/01/2019 | 08:13

There are people in my family who never got the email advising about the compensation and so never got to make the choice of whether to claim it or donate to charity.
But they aren't that bothered about 90p. They would have given it to the charity anyway.

Get a free giffgaff Sim
Message 4490 of 4,520