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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

Just a little thought, I think its a great idea giving to charity but I was hoping Tommy's charity would come up  http://www.tommys.org/ (please check it out) gg is run by the community by helping http://www.tommys.org/ you will be expanding your media awareness and it will also expand the community in the long run too! Please can the admin of the polls at http://www.tommys.org/ it means a lot to me does this charity. Please please please add it too the polls Smiley Happy

I have been reading and laughing at the silly & greedy ideas that a few people have about this compensation & denying a charity. Friday was the only time that GG had problems with service for a few hours WOW I think these people should get over themselves ,if it was a weekly or monthly assurance then I may have some sympathy, but as it is GG is the cheapest and probably the best network available that offers so much for very little so those people who want compo or going to leave GG, good luck cos you'll not find any better.

GG doesn't have to give money to charities but I think it's a great gesture, Well done GG ....

newcomer

Just a note to say thank you for restoring the service as fast as you could! Smiley Happy and all the updates throughout the last few days, best customer service around Smiley Very Happy 

newcomer

my phone was dead till SAT EVENING,i really needed my phone,so why arnt your customers  getting anythink back as we lots out

newcomer
All is well
beginner

I think some giffgaff members should be ashamed of themselves for demanding personal compensation over an incredibly generous charitable donation. So you lost, what, half a day of service? Big deal. All of these charities are very worthwhile causes helping people and animals in far worse situtations than not being able to use their mobiles for a day. Landlines people! And if you lost money, so what? I'm sure it hasn't actually put you in a life or death situation. First world problem. Grow up.

 

Personally, I'm stuck for choice - I want to be a vet so PDSA would be an obvious choice, but my Granny is currently recieving a brilliant amount of support thanks to Macmillan. Also, the Air Ambulance does a fantastic service in places like Cornwall where the roads are rubbish and tourists are idiots. HELP!!

 

Well done giffgaff once again for providing a business that does not focus solely on profiteering, in spite of difficulties Smiley Happy

newcomer
Lol, it's a nonsense money saver even a monkey could see that. Too give every customer a day added to their goody bag would cost them far more then 10k. It's not about charity it's about them. So being annoyed aint about it going to a good cause it's about the greed displayed by a company racking it in. We are just few people in their vast empire. They could afford to give 10 k to every charity just for fun but they won't if it ain't saving them pennies
newcomer

Can't say I am pleased about giffgaff sending money to a charity instead of customers, I do believe this is a strange policy. For instance: what would you make of a Water Company  saying sorry for your leaky pipes, but as a way of making it up to you, can we send some money a charity of your choice?

pjr
mad scientist
>Sorry charity? Charity? CHARITY? That is all well and good except...   Who cares about charity???? WE were the ones without a SERVICE!!! CHARITY BEGINS AT HOME! Makes me want to go elsewhere....< What a selfish attitude. I can't believe how some people can be so aggressive towards donating to charity all because they didn't have the use of their mobiles for a few hours. I wouldn't believe people could be this way but the evidence is right here! I hope you never need to rely on charity because if this is an insight in society today then you'll be in a sorry state! These people need to have a hard long look at themselves.
pjr
mad scientist
>Car broke down, 2 children missed school 2 were collected late due walking as phone didnt work oh yeah I couldnt get to work. I WANT COMPENSATED, so do my two children. Shocking they chose to give it away after promising us something in their blag of an email< Well you won't be so move on!