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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.  

Most of the bleeps were fcuk btw
What cleaver way,charity starts from home you don't decide for us we demand pay back?

Right, I was getting sick of gg changing t+c's in order to limit the unlimited data. Now I lose a days service which costs me money and you compensate a charity.


I'm off, I've checked with 3, the one deal gives me what I need in terms of minutes and calls. Truely unlimited data with no bs streaming rules and the ability to tether (I don't now but would like too) with unlimited data on a rolling contract.


Good work gg, your ineptitude in listening to customers has meant I've looked around and found a better deal for me.


An email will be also sent to your parent companies director whom I understand is already getting sick of your refusal to respect your customers. 


Pathetic changes, refusal to listen and no answer to questions (for example 3 weeks since the discussion on data and still no answer)


I really can't see this experiment of telefonicas lasting much longer!


Bye (once my goody bags finished)

So some people want compensation for loss of service for 6-8 hours? Really? Yes getting some credit may help but for a company to donate £10k is fantastic. Vodafone owe £6bn in tax, what have they done? How many phone companies would keep their customers updated like GG? How many offer as cheap a service like GG? Could you really not do without your phone for a few hours? How on earth did we cope before eh? That money will go to an amazing cause for those who NEED it, we don't NEED those extra minutes or texts in reality. Just my 2p. Dan

Ok so the service outage was mightily inconvenient and a real PITA, but it wasn't the end of the world.  We survived.


Why isn't the donation spread out evenly between all the charities instead of going to just one?




Bye Bye giffgaff i'm moving to 3 network all you can eat data, 300 mins and unlimited text's for £15 a month, i'm going to spend an extra £5 and get a better service.

Also on the post I recieved from giff gaff on the 16th march it stated once we are sure that full and stable service has been restored for all our members we will look at ways to make it up to you!!! How Is you a charity???

I think that a charitable donation is more than most companies would do and that it is a wonderful gesture!  Other providers would barely even say sorry for the interuption and by no way compensate us.  I think its great that in this economic climate that they are willing to do something kind with some money!  


And btw, every single mobile provider (and i've used all over the years) I've ever used has provided me with compensation for loss of service when I asked them. So to those saying its only gg that would do this think again!

Ok giff gaff is giving to charity but it's not their money it's ours as customers so we are giving to charity for our inconvenience whether we want to or not and then giff gaff get pat on back how gr8 they are it's not their personal money they are putting in to charity it's ours that we have given them to provide us with a service and actually make them a business thought it was meant to be a business run by customers not anymore I don't think