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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

Not happy. All charities run as a business. Once all their costs and salaries (in some cases exorbitant) are covered very little is left for the people and animals in need. Giffgaff should look after its customers. Without them they are nothing.

newcomer
There are so many suggestions of where the money should go WHERE IS THE VOTING PAGE?????
newcomer

Make a Wish Foundation?

 

A charity granting wishes of children and young people aged between 3 and 17 living with life threatening illnesses, I feel this is a great cause and will help the life of a lot of children.

mad scientist
I can't believe some people's comments here. It's disgusting hearing people crying over pennies. The lady with the sick baby story is just one example of how they should get a grip. Real and very terrible things happen to people every day but losing the use of a mobile phone for a day or two is not one of them.
novice

Why don't you lot stop moaning. Who really cares if you lost business while the network was down, you should read the T&Cs. Yes it was a pain but for god sake it was a few hours, GET OVER IT or clear off to some rip off company. GIFFGAFF I praise you for your hard work getting the service working again so quick, and I praise you for your gesture to the charities that may benefit from this unfortunate occurrence. Keep up the good work. 

Steve 

One very happy giffgaffer.

 

graduate

"The Mobile Network Run by You" - is once again anything but.  The "Gaffer" has determined your exclusive remedy to the service failure, all you get to choose is which charity will receive the derisory amount.

 

Mike's message starts by blaming the 3rd party supplier - GG really don't seem to have sussed this MVNO model.  Yes, you may not own any of your infrastructure, but you're sure as hell responsible for tying it all together and keeping on top of the service level agreements you have in place.  He goes on not to introduce any measures to stop this happening, just to bring forward unspecified work that was going to happen anyway!

 

£10k is a nice sum for any charity to receive, but hey, wait a minute...  didn't GiffGaff always say they would give a portion of their profits to charity on their 'Ethics' page?  Which seems to have been taken down...  luckily Google cached it: http://webcache.googleusercontent.com/search?q=cache:cQiADxg8ExcJ:giffgaff.co.uk/index/ethics.html+p...

 

So is this even new money?  

 

Under HMRC Tax relief rules, GiffGaff can get back £500 of this £10k donation in Tax Relief.  The maximum tax relief is... £500 for a £10k donation (so a £20k donation would also only qualift for £500 relief).

 

I don't have accurate customer numbers (someone said 400,000 - that might be on the high side).  Say for the sake of argument GG only have 100,000 customers.  So 10p for every customer.  Chances are, if you have ANY Goodybag, the loss of 8 hours in the daytime, on a Friday has cost you more than that.

 

It's nice that the CEO has come forward, not so good that this offer is so cynical and downright insulting.

 

I for one am happy for my share to go to Charity - and I understand GG doesn't have unlimited resources to throw around. But let's not kid ourselves that GiffGaff is being generous -- they are trying to cynically wriggle off the hook for as little cost as possible (and given the promises made on the day, are going back on their word).

 

Thumbs down, Mike!

 

 

 

 

 

novice

Donating money to a third party is not good enough. You took our money, and then did not provide the agreed service. At the very least, you should either issue refunds or one-day goodybag extensions. The amounts for each individual are small, but in the aggregate you have taken thousands of pounds of our money. We would like it back please.

novice

There was me got loads of people on giffgaff because they never entered my surname no points and no chance of them either then they give money away I think num 1 priority is look after customers and why give so much away ???? Mind boggles

newcomer

What a crock its a tax deducable scam. Man up and give us a discount / refund.

novice

Nothing said a bout the people not happy about the "making it up to u lie " this is a joke customer care is non existent network run by u !!! We have had no say in this so its obviously not run by us ! By mike who properly takes home a huge salary a year not like us hard working people who have to work all hours of the day to make enough to live on ! I have today ordered my new 02 sim card as im leaving this farse of a network at least if I had a problem with any other network they sorted it and compensated me not looked for a cheaper alternative witch this company have and are avoiding all contact with there customers no wounder they don't have a phone number to call !!!!!