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
How many times do people need to be told; Giffgaff are NOT business providers, it is in their T&Cs and if you suffered any sort of loss due to Friday you are entitled to absolutely nothing, and if you value your business so highly that you go with the cheapest possible provider rather than a dedicated business contract then you only have yourself to blame! Personally I had a cheeky punt on the horses as it was Cheltenham and was a bit gutted I didn't have the net to check which horses I'd actually picked while we had it on the radio at work.. inconvenient yes, but it wasn't GGs fault and I don't expect compensation. My only critism was there was no text to let us know it was back on but I assume they didn't want to send that out for fear of the temporary fixes failing again later and people being even more annoyed. This is the only flip side to GG providing a community for customers to have their say.. All the self-centred idiots come out of the woodwork and then a few hundred others jump on the wagon, when if it was any other network they'd just have to lump it and leave it.
pupil

See, I don't want compensation. My phone being down was extremely inconvenient, but thankfully I didn't lose any money as a result. (Btw, those with businesses should really be on business contracts, there's a reason they exist.)

 

I do however feel that it's a huge insult to our intelligence that giffgaff think their customer base will fall for such a a cheap, manipulative marketing ploy. I would much rather they apologised, explained that it was out of their control and promised to work towards preventing it from occuring again. I didn't for a second consider leaving giffgaff due to the outage, these things happen. But the insincerity of this PR tactic is seriously making me think twice about staying.

newcomer

Would the 10k not be better spent on a couple of hours of lawyer labour to get many k's of compensation from the 3rd party in this situation? The resulting megabucks could then be used to bring forward more robust network protection. Only a thought; sorry PDSA, etc!  I personally don't want to join the compensation culture but don't businesses carry insurance for these events?

newcomer

I am once again having problems with GiffGaff my goodybags have once again went walkies and my new goodybag is due to become active today ! What the hell is going on ! This will be my third month with GiffGaff and all was week untill the end of this month !

 

I am thinking about moving back onto Network 3 as I had a better service with them and wasn't getting problem after problem!! GiffGaff sort this out !!!

novice

smacha i think you will find an explanation and an appolagy has already been issued to everyone as has notice that steps are being taken so this cannot happen again so the point in your useless posting is...................................

newcomer

oh great i loose out on work and my service (which still isnt working right now it said to be fixed no txts or web on my bb even resent the service books) my goodybag and bb adon now expired and cant add a goody bad or bb add on just get a msg saying At this moment you can only top-up your account. Please come back later if you want to buy a goodybag. well guess what i have the past to days and still get told to come back later ffs sort it out gg

Man Mad

newcomer

I understand that compensation would be a lot for all the Giff Gaff customers so charity is a good idea thats been thought up - as long as we see and can follow up where its been put to use.

 

 

newcomer

thanks to the outage i missed out on a job offer and after being out of work for over a year now i am not a happy bunny and then to find out that theres no compo takes the mick i think it is going to be good bye giff gaff and hello o2 unless some is sorted out for the customers not some charity worker to line his pockets out of the 10.000 about 2.000 will go to the good cause and the rest will go in their pockets

beginner
I'd prefer the £10k going towards fixing the limitations giffgaffs service has instead of to charity. Why are people paid for making posts in a forum? self help or not its so wasteful - if you really need to reward people then surely a much smaller amount than up to £30 (I read in other posts) per month being available - and sims - £5 free credit on first topup and another £5 to the seller of the sim seems excessively high. If so much profit is available to afford all that then why were the call charges increased? The service needs money spent on it, as has been agreed - use what's coming in for that instead of paying it back out needlessly.
newcomer

Why a charity? why not put this money to use getting better equipment and sorting out the problems the network has?
I am not saying we all need compensation either, but maybe something to your loyal and 'valued' customers would be nice, I for one missed out on a very important call of a personal nature.
I wonder how many others may have missed important calls, like hospital appointment changes, schools calling to tell you your child has had an accident. It may be all well and good saying oh it was only a few hours of downed service, but in this day an age of global communications a few hours can mean a big difference.
Just something you may want to consider.