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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
Society is poor due to greedy businesses. Why should we reduce their compo amount. Give 10 k to charity but give us a day bk too simples. I support 3 phones and and a single parent I deserve what I pay for.
Great idea :))
newcomer

whilst i commend giffgaf for making a donation due to outage on friday i lost my shifts for work over the weekend, as i work for the council on the locum for shifts in nursing homes could not get or reply to the txts that would have enabled me to work, i agree that perhaps bonus points could have been given back to the customers.

newcomer

Dear GG  think its FAB that you are thinking of donating to charity ..... I do find it very odd that some people are moaning about the idea !!!! I am guessing most of the people who object are quite young or they would realise that circumstances change in a whisper

This year I have seen the pain and total chaos caused by a car accident that left a lovely lad paralysed.  This in turn affected the lives of so many people ,family friends not forgetting the lad who was driving. He walked away without a scratch on the outside anyway ..Inside he is a victim too .

So I am asking please could just a small amount be given to spinal research uk .... so that young people and they are ALL young  between 17 and 25 usually males! can hope that in their lifetime research will give them  back their future  xxxx

   love from the mothership xxx

newcomer

A lot of money?LMFAO A classic american marketing trick so they dont give us customers compensation.£10,000 is so much cheaper for paying us customers even a mere £1 compensation that's why they go for the cheap option. "Gaffer" please comment on this and tell me otherwise.Oh yes please call me a "liar"!

 

I would like my compensation please as i pay more than enough to charities!

newcomer

Stop complaining, 

 

The service was only down for around 8 hours, so everybody wants giffgaff to give them back what? about 10-30p.... depending on goody bag.

 

Pathetic.

 

If you require your phone for work, get a business contract, not a cheep giffgaff one...

beginner
Wow if GG set out to create a self centred, me, me, me customer base. Then judging by most of these comments they have succeeded! A real shame this outage has shown people's true colours, sure it's not perfect and I'm sure it was an inconvenience for people but get over it please, the outage didn't personally affect me, yet for all those demanding compo where do you draw the line, a few hiccups in service is a small price to pay for an otherwise good service As for the donation bet GG wished they'd kept quiet about it!. Who said no good deed goes unrewarded :) Keep up the good work GG I for one will be staying for £10 I'm not complaining
beginner
This is a days service we had paid for that was lost. I think you should give us all some free credit. Giving it all to charity isn't the right way to resolve it. Many People are on this network cos they havent got much money.
newcomer

I think the donation to charity is a really great gesture, and the way giffgaff kept us updated through Facebook and emails was very considerate. Nice to see a company actually caring and communicating with it's customers.

newcomer

i would like to nominate a charity called Me & Dee, they try to create 'special moment treats' for when time is precious, for anyone of any age with life  threatening and life limiting conditions.  A very special and worth while cause, they also provide essential comfort packs for people in hospital with goodies and essential things in