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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
Cancer research please!!
tutor

Thanks for the blog update firstly.

 

Can we not divide the charity payments in half between the top two nominations as a suggestion?

 

For those wanting compensation, it's cheaper for giffgaff to give £10k to charity than £1 for each customer. The benefit to charity is a noble cause and one I support. They didn't have to do anything and wouldn't have any problem if there was no donation but kudos for the offer.

 

If they did give compensation to all then would we get the network improvements and maybe a price hike prematurely to pay for it all?

contributor

 ilovehannah

Not at all, but I think people who use thier phones as an essential business tool should have a business contract and a back up plan.  

Mistakes happen, giffgaff where honest and have rectified the fault.  If similar happens again I will be far more critical.

I'm not GG's biggest fan not by a long shot (unlimited data anyone?) 

 

If your that hard up I'll send you thr 11p you lost from the 8 hour outage.

sensei

I was working from home on Friday (technically it was a day off but I wanted to get some things out of the way for an easier week) so was affected in a way, however a few emails and BBM's to people telling them to contact me on my landline sorted out any issues if people needed to contact me.

 

My back up was the landline or emails.  If I had been out in the pub then I wouldn't have really used my phone anyway apart from the odd bbm that I seem to spend a lot of now.

 

But to blame giffgaff for a fault which 'technically' wasn't their fault is pure daft.  Yes a back up plan should have been used and if the back up systems had kicked in when they should have done, then we wouldn't be having this discussion and the chances are we wouldn't have even known about loss of service.  But giffgaff have offered to donate some money (which to a charity is a sizeable amount) - something that no other company would probably do.  Tesco Mobile Ireland was also affected but do you see them compensating people or donating to charity?  If your lucky with Tesco Mobile Ireland you might get 10 clubcard points

newcomer
I was one waiting to fly off on my holiday, and was delayed for hours, everyone was peed off about it, but we was compensated, It was not fault of tour operator, if there had been a call saying sorry for your delay but we will donate to a charity, I am sure there would have been outrage, I alway give to help for heroes (being one myself) but I was not happy to have no phone for a day, I just can't see why gg think giving it away helps its customers, some say it's good it goes to a charity, but everyone wants there charity. Use the money to improve gg. think more to looking after your company, you can always donate at the end of each year if your in profit, I really like gg and want them to grow bigger, so invest more in gg. Charity's alway get help, and we give our penny's to gg each month. I was very angry when I was unable to contact my family and friends, and I hope gg can prevent this from happening again. I know people will moan reading this, but please read it again, And if it does go to charity then I say HFH. Close this as we are all never going to agree to the same thing.
newcomer

If you are a young company you need to spend the £10K on your own infastructure, three of us in our family had no communication all day long - a charity donation is not going to help the issue not happening again.   I think you might find that was the final nail in the coffin for some of your new giffgaff customers.


gaffer wrote:

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.  


 

trainee
The attitudes in this debate are terrible, those seeking compensation aren't wrong yet nor are those supporting the donation. It's as true as ever 'you can please some of the people some of the time but you can't please all of the people all of the time'. To be honest GiffGaff offer a fantastic deal regardless of hiccups. Yes people lost out...i lost out, but a charitable donation is a gesture. It's true that its tax deductable and that it isn't directly geared toward customers but it's better than nothing. Those people that are slating people for wanting something back are hypocrites because in another context they would be spouting the same exact oppinion. The word charity has been mentioned and it's like a red rag, not everyone has other methods of communication and some people did suffer adverse effects. It isn't viable to offer a solution tailored to everyones inconvieniences. A refund is pointless because it has to come from somewhere, charity is a good cause and i too think if it is to go ahead then split it 5 ways. As for the mud slinging give it a rest... We all get a good deal here. I was initially insulted that compensation was offered and withdrawn but sod it. Even with the days loss its still a good deal. However GiffGaff does need to and has promised to improve infastructure to stop a reccurance of the same issue. So, can't we all just go back to whatever it is we do. We all love an excuse to rant and rave but the decission has been made and to be fair it could be worse, lay it to rest already.
newcomer

Give the money to any charity, we won't die from lack of service.....generally Giffgaff is a great network and what happened was beyond anyones control......

share the wealth with some people who really really need it !!!!

 

Cheers giffgaff what a great idea, 

Sandie.  Smiley Wink

newcomer

Give it to Needy Animal charities for a change!!!

newcomer
Like alot of others i rely on my mobile being a single parent and no other way of contacting anyone if needed be...... have to be fair was pretty angry that there was no service but whats happened has happened and the past is the past just lucky that i had no emergancies with my daughters school or with the kids..... if i had a choice of which charity to donate to it would have to be a cancer charity as many family and friends have been taken away from me by this killer.....glad all is up and running at last and carry on with the updates and fab goodbags ........