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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
enigma

@smalltalker

texts arriving 'late' can be for multitudes of reasons...

geography

sending phone settings

sending network TTL's

 

so, perhaps you can tell me which it was for you?

no?

then my joke stands

 

@syorks

every data centre i've ever been in has alarms so it would've been noticed pretty quick

newcomer

It seems some people are making a lot of fuss over a few hours of peace and quiet, Giffgaff kept us informed, and I understand as the srvices came back on some people were not getting charged or registered for their call or texts, I wonder what is wrong with this compensation culture that has grown up in the UK, we get a reasonable service for a cheap rate, LIVE WITH IT. nobody died. Thank you Giffgaff I have voted

sensei

@mgb2

 

Even if the data centre had an alarm and whatever happened at 10pm, with the data centre with a 3rd party would access be available?

aspirant
I do not consider that Giffgaff is 'making it up to me' by giving money to a charity. Sorry what a joke!

Come on people lets just get on with it now some charity is going be happy and you are still alive to get on with your life's. It could be worse you might need one of the charities getting the money and if they don't receive donations like this they might not be there to help you out. So you suffered for approx 8 hours without service and now you want compensating I for one as many others here on giffgaff are happy with there choice of giving money to charity rather than you load of moaning people forget and get on with it or if your that upset go to another network and pay more money and see if they go down if you get compensation which I doubt very much as they all ignore the matter and don't let there customers know about the fault I know this as I have had the same on other networks and got nothing out of them.

Congratulations giffgaff for listing to most of your customers before giving this compensation freaks any money

it seems going to get the money well done them before my dad died he needed them and so did most of my family for support they help so many people out with cancer so all you compensation freaks hope you don't need them as you can see there are more important people and causes out there than YOU remember you might need there help one day and I hope if you do then there still around

thanks for reading this

 

pjr
mad scientist
@ lewi_lewis What on earth are you talking about? Less worthy because you're homeless? Have a heart? Negative outlook? Big smile, I need one ? I repeat, what on earth are you talking about? I stated that the charities have already been chosen, there are five of them and people are voting for the one they want the money paying too. Why did what I say warrant such a reply from you?
aspirant
Emily, if you want to get your point across; please put some effort into the grammer, e.g. their choice... NOT there choice... Loads more I could mention but more importantly, as a general rule, we don't use bad language on the Giffgaff blogs :-(.
newcomer
@mgb2, myofb <<< figure that out and don't bother replying
vanguard

I've been a loyal customer for a long time now. I am finding peoples defence of giffgaff AT ALL COSTS completely crazy. This sycophantic nonsense where people keep pretending giffgaff can do no wrong is embarassing.

Giffgaff messed up here big time, it's angered a LOT of customers, it's put a LOT of people in difficult, expensive and even possibly at risk. It is no good people saying "well, grow up and use a phone box"...  No, that's not how the modern world works, we have as a society come to rely on our mobiles and we expect better from a company. The idea to give money to charity is an obvious ploy, and it's very transparent. They want to make people who complain look like bad guys "oh... don't be evil, the money is for charity", nonsense!!  Giffgaff giving money to charity works only in their favour, it LOOKS like they are doing something, when in reality they are doing it to turn people against those who complain, and it costs giffgaff very little due to the laws governing  charity and tax. 

 

This isn't compensation, it's a con, and an underhand one. 

The outage didn't effect me too badly, but I have complete sympathy and empathy for those who had serious issues because of it. As an individual, i'd have put up with the outage and put it down to "one of those things", because i was lucky and not effected too badly... however, this underhand pretend compensation makes me realise that giffgaff don't care about the customers, think we are idiots, and are using subtle manipulation of the community towards their own end. THAT makes me feel very uncomfortable using the network.

 

The most obvious compensation giffgaff could have offered is 8 hours of free calls to customers. After all, that is basically what we lost. It's not difficult. Hell they could have even just give 2 hours... anything just to show that they understand that they have let people down. 

 

Charity is a con, and an underhand one. It serves no purpose other than a publicity stunt and a way to try and shame those who complain. Hey giffgaff, have you wondered how many people on the network work for charities and how badly they may have been effected?

 

If you buy this ploy, then you are showing giffgaff that they can get away with treating us like idiots, because you'd have to be be one to not see it for what it really is... an underhand ploy.

 

 

aspirant
Lewi Lewis, sorry but NO. I wouldn't support your charity. You mention drug users and alcoholics. Sorry but if I were a billionaire they wouldn't get a penny from me.