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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

Good move I reckon, 

I was wondering how the hell they intended to compensate every giffgaff member! in reality for me it was only about 30p's worth of service lost (even though it happened on a day where i was supposed to make a load of phone calls!) so I am much happier with this resolution. Backing Giffgaff all the way!

newcomer
This is total nonsense! I understand giving cash to a cause that needs it but cumon? We lost full giffgaff services for a period of 8+ hours and all you can offer to us for your goodwill is to give to charity? Drop me out! Why can't YOU give 10,000 to charity and give ALL of us at least a £10 goodwill bonus for OUR trouble! . What a laugh. I have brought many people to this network like many others. If you want many more to join or stay for that matter then I suggest you SORT IT OUT! and give US some payback!.
beginner
£2 is not a tremendus los However i think best option is giv all customers 1 day with all costs included
newcomer
It was a bit annoying having no service for a time but accidents happen. i still think giffgaff are the bees knees. keep up the good work from a pleased giffgaffer
newcomer

Why you make a inconvenience to me and you can donate money to the charity but not directly compensate to me!! How rude it is!!

newcomer

Id rather the money go direct to someone that needs it rather than an organisation that will waste it 

newcomer
Excuse me for maybe thinking this out wrong but was it not the giff gaff customers that were without texts, calls and data and not charities? So how is that a way of helping paying back giff gaff customers as they said they would think on how to thank the customers when the network went down I think they should be thinking more about there customers ( us the Giffgaff users ) because with out us the paying customers, there would not be giff gaff which is nothing to do with any charities !!! Does anyone agree ??
newcomer
Well done giffgaff for the donation to charity,I know u can't please everyone,but what did we do before mobile phones came along
newcomer
I'm not happy with the charity idea because I work by phonecalls & I miss out on 4 physio jobs & I lost money big time so not an happy customer at all thinking of leaving you to be honest because I lost out on money & had a rubbish weekend
newcomer
Screw charity were the ones that couldn't keep in touch I want compensation