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Our service outage on Friday.

handy 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.  

1,235 Comments
newcomer

I think this is a good idea BUT all the people that had trouble with work because of it and people that rely on contacting people in emergencies like me could not.

 

i still think people should get some sort of money back like 500 points in their payback points.

 

Smiley Happy just settles everyone down and makes the company more trustworthy. anyone could say there making a donation to charity

newcomer

I'm out Giff Gaff. I've had enough of the consistenly bad service. From trying to top up whne I'm overseas to signal and 3G issues. I would bare with it as you guys seemed quite promising but how you keep people informed really sucks. How can one go on Twitter when I have no signal or connection?

You guys seem to be operating on a brain fart and with that, today is my last top up and I'm swapping back to a real Network. No I know why you pay that little bit of extra. At least with the others you can phone them and speak to someone who can keep you updated.

 

I also understand the intention of the CEO to make a donationg, which is great but as some people have pointed out we have all lost a day because of these faults and because you guys didn't have a contingentcy plan. What would have been nice was to offer customers at least a day back and still dontate to charity. Really makes the gesture of donating to charity like a bit of a smoke screen if you know what I mean? Oh look, we're donating £10,000 to charity! We're the good ones! Nice try but really lame.

 

Giff Gaff = Naff Naff

newcomer

Dreadful, misguided idea.  If the company has £10,000 spare then it should be invested in infrastructure improvements or lower prices for affected customers. 

 

Charitiable donations, being inherently political and personal, have no legitmate place in ccommercial behaviour and this will do nothing to compensate customers in the present case.

newcomer

Not happy with you Giff Gaff, your outage affected your customers, and your compensation whatever it is, should go to your customers in addition to any charitable donation you may want to make.  I've lost faith in you I'm afraid........  For those of you who think a few hours outage is not so bad, you are wrong.  It has affected me badly.

newcomer

I'm inclined to agree that the charity donation is a PR exercise to deflect the inevitable criticism but at least they have thought about the impact.

 

The disruption was an incovenience BUT given the deal I get on a £10 goodybag for what is generally a reliable service I am happy to go with the charity offer.

 

Now...does anyone else seem to be sufffering issues with Imessage following Fridays fun and games?

novice

Despite what appears to be a clear message from GG customers- its incredible that the GG hierarchy seem to be just ignoring the message- oblivious to the majority opinion of its paying customers! Not a sensible way for a company to operate or behave. Shame on you GG.

consultant
whille the the £10000.00 donation is a good idea I think it might be a good idea to put the money into the network as it's still growing and as it,s still getting lots of new customers
newcomer

is there anyone know giffgiff customer service number

pjr
mad scientist
There isn't one. It's all online.
dabbler
Quite simply we are owed nothing, nada and zilch. The T&C'S all cover this. However as far as I read it GG have promised infrastructure review and money spent there as well as the extra failover allowing calls etc to be made even when the billing accounting side does not work. Finally the charity donation.....yes this is a PR stunt for all non members and the press but I don't care as I'm not due any compensation and have promises the holes will be plugged. If the same holes are not plugged I'll consider leaving next time as this is my first outage with GG.