Knowledge Base

Our service outage on Friday.

former giff-staffer

As you will be aware we had a full service outage on Friday.  This was due to a major water leak at one of our third party suppliers which knocked out both our primary and backup systems. The outage began at 10.10am and lasted until just after 6pm, when calls, texts and data were working again.


During the outage we worked with our supplier to fix the problem as quickly as possible and made it our priority ensure that all our members were kept up to date with the latest developments.  We are extremely upset to have this happen to our members and are committed to doing our utmost to prevent issues like this from happening again.


I’m pleased to report that things ran smoothly over the weekend and we used the time to fully repair everything and tidy up individual problems caused by the outage. For the more technically minded, Nigel, our CTO , has started a thread in the community which will go into the detail of the outage and what we have done, and will be doing to prevent it’s recurrence.


This year, as we grow as a company, we are committed to making substantial investments in our infrastructure. Due to Friday’s outage we will be reviewing these plans with the intent of bringing forward investment in capacity and resiliency. I’d also like to assure you of our commitment to making the giffgaff experience as good as possible.


It has been amazing to see the messages of support and the suggestions that we should make a charitable donation as a way of making up for Friday’s outage.  We therefore intend to make a £10,000 donation to a charity of your choice.  The charities are ones you nominated for Payback in December  -  to vote just use the polling buttons on the main blog page before the end of the week.  

lives and breathes giffgaff
That's a lot of money going to a good cause

Stuff the good cause can I get some ? Smiley Embarassed

Think some people are not going to be happy with this and the charity suggestion as some are demanding there monies back.
Yes it is but will there be no individual compensation?
lives and breathes giffgaff
NO individual compensation that's correct ! Do really expect every single member to get compensated ......

Excellent, there's nothing about this blog that I don't like Smiley Happy

Even though i dont care either way on this going to a charity or not this is going to go down like a lead balloon. You should be looking after your customers when things go down not some charity for donkeys or something. So many people have been furious over it all and want compensating. I suggested that gg gives a points bonus to customers for the outage instead of top ups. I really doubt this is going to stop people leaving.
£10k is a very very lot of money thanks giffgaff it will help a lot of people
What a grate cause!

Mike, may I make a suggestion about investment in infrastructure, which isn't directly related to this, though it may be the same equipment?


Perhaps giffgaff could hold call records for longer than 3 months, seeing as the usage T&C requirement for a SIM card to stay valid is stated to be use within 6 months.


Having more than 3 months of records might help better resolution of disputes arising when giffgaff rightly or wrongly allege no use for 6 months