Get Help
Community

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

WOW 8 hours ... I think you should all go report it to the police ... LYK OMG ...

 

Seriously, in the grand scheme of things, think how pathetic you all look.

 

GiffGaff, dont add and option for them to get 8 hours .. In my HONEST opinion, you dont need customers like the moaners here, and for every moaner that leaves, you will gain 5 decent understanding people ! :)

newcomer

People need to take some resposibility.. If YOU rely soley on your mobile to run your business then YOU should of had a back up plan. Get over yourselves. So many selfish people on here. The world doesn't owe you a thing. Everyone wants something for nothing. Please name another network that gives you as much as GG PLUS money back for every recommendation. Just cannot believe how many greedy, self centred people there are on this forum. Everyone's got a sob story..... 

 

Give the money to charity because let's face it, no GG user is irreplaceable.

newcomer
My what's upp still not working before was working normaly now I need wifi to make it work what's wrong???
newcomer
What hideous self centered greedy people there are about!! You should all be ashamed of your money grabbing selves!!
phenomenon
@as7861 Reread my post, I'm not complaining I'm expressing my point of view. I'm not a fan of posters of your nature, who attack members who say a single word against giffgaff. I put a lot a lot of energy into recruiting and the community, but doesn't mean I become blinded by giffgaff's mistakes. And about your points on larger companies, you're totally wrong IMO, I find even after minor complaints they throw compensation credits at you!
newcomer

AMEN smiasek! :smileyvery-happy:

 

jewee81 .. if whats app isnt working it's an issue with whats app, they went down the other day too ... no ones moaning for compensation from them though ..

this is a network for the people, not the self, i personally think all you people ranting about compensation are in need of a reality check. by GG t&c they do not need to pay us anything, let alone punish themselves by cutting into profits,the most anyone could ask for is an extension of current goodybags by one day, but i think even that is petty, be thankful for the brilliant network you have and move on, so you lost connection for half a day big woop

trainee

The logic of GG to donate to 'charity' for something with no relative sense or connnection is frankly perplexing and they should use the money instead for giffgaff's benefit.  For GG to say sorry openly is rare (in the business industry) and commendable although there were clearly not at fault. 

 

On a more general point, It is a shame GG has to ride on someone else's donkey as the network provides a commendable business service and it should have one (donkey) of its own.

newcomer

GiffGaff are looking after their customers perfectly well ... any other service provider would have done naff all and fobbed you off for days, I am sickened by the disgusting display of selfishness and unappreciation over this matter.

 

 

newcomer

i think what giffgaff should do is, convert the £10,000 into points and give it to every active sim card equally. i think £10,000 is not a lot considering the shear number of people that have been affected by this.