Knowledge Base

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

Started by: vespaash2
On: 07/12/2018 | 13:34
Replies: 4536

by: vespaash2
handy giff-staffer

on: 07/12/2018 | 13:34 edited: 21/12/2018 | 12:50

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.

Sorry folks!

giffgaff CEO and gaffer
Message 5 of 4,537
by: arif786mahmood
on: 06/12/2018 | 12:24

Hi I'm really disappointed with the internet connection going down, this has cost me money & I'm not happy with this.

Message 1 of 4,537
by: seananthonyfirth
on: 06/12/2018 | 21:44

This is a joke giffgaff being down I have an elderly grandmother I look after that relies on me 24/7 are you even going to give any compensation its crazy what happens if something happened to her 

Message 2 of 4,537
by: grimreaper33
on: 06/12/2018 | 21:45

what the heck is going on with data and texts gone **bleep** and ended up using data I've not used then on top of that no signal been on giffgaff for years and this **bleep** starting to **bleep** me offf

Message 3 of 4,537
by: spedelty75
on: 06/12/2018 | 22:18

What do we get if O2 are giving £75 for been down?????

Message 4 of 4,537
by: kevmc60
on: 07/12/2018 | 13:38
And still no data what a joke waiting for refund otherwise I'm going to vodafone
Message 6 of 4,537
by: shubz0121
on: 07/12/2018 | 13:40

Yesterday I lost out on a lot of sales because the network was down all day I would like compensation please

Message 7 of 4,537
by: falling_x
on: 07/12/2018 | 13:41
If it significantly effected me, I'd be giving it to charity... As it stands, I might have missed a text or two, but overall - no impact here. In fact it's done me the world of good because my phone is now working properly for the first time in months!! 🤣
*I state the obvious - mainly because it's the obvious that is most over looked.
Get a free giffgaff Sim
Message 8 of 4,537
by: shalstone
on: 07/12/2018 | 13:41
Has the issue of Texts reported as not sent but being received multiple times been resolved yet
Message 9 of 4,537
by: i23456
on: 07/12/2018 | 13:42

@vespaash2 it's okay cmon it can happen to any network!

thanks for the quick response to fix the ussue and for the apology!!

PS: When you have a best answer click "SET AS BEST ANSWER." Heart If you found anyones post helpful, feel free to kudo it!! Smiley Wink ​​​Get a free giffgaff Sim
Message 10 of 4,537