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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
sensei

I refer back to a comment I made earlier in another post regarding those demanding compensation.

 

Today 6 DEAD soldiers are coming back.  Do you see their parents demanding compensation?

pioneer
Great move giffgaff, that's the way to do it. Cheers, Thomas
newcomer

This is Confusing for me =/ Why are you donating £10,000 to charity when it was us that went without a phone for 8 hours? I know it might sound harsh but the reality of it is that WE, your customers, should be compensated not some charity that had working phones!!

newcomer

Also if you're determined to lose all of your customers by donating then at least donate it to yourself so you can work on not screwing us over in the future!! Was pleased to hear that customers would be out of pocket and although giving £10,000 to charity is very generous, we are still out of pocket! Come on Giffgaff get it together or there won't be any cutomers left.

 

newcomer
Fantastic idea, I am more than happy with this :) we're all human, sometimes things just go wrong... And this kind of money going to a good cause will do far more good than divvying it all up so we each have 10p extra credit or whatever. GiffGaff come across to me as one of the very few companies that isn't trying to screw us all over, and I'm not going to let Friday's outage get in the way of my respect for this company ;) much live GiffGaff! xx
newcomer

Hi, First of all I would like to say a big thank you to giffgaff for getting in back up and running so fast, and for keeping us updated and telling the truth. For all the customers who lost reception, Did you loose your son or daughter? Well some people lost a family member that day and you are moaning over a very cheap good service that had a big problem but sorted it out fast!! You need to get a life and make you money the hard way instead of demanding free money from a company that is still growing and doing a good job at beating other networks tariffs. Remember that day was not the end of the world giffgaff did not start a war, the only people trying to start a war over nothing is you! Get a life!!   :smileyhappy:

pjr
mad scientist
I really wish giffgaff would lock down all these threads now referring to the outage on Friday and prevent anymore from starting. I think its all been said now and decisions made so it seems pointless continuing with it as its creating bad feelings amongst members. It's happened, it's fixed, donation to charity, let's move on please.
newcomer

Do you really think any network provider would give money to its millions of customers and still keep cheap tarrifs no, they will give you compo and then up the price of there tarrifs! use your brain!! o2 went down for a day in 2005 did they give compo!! NO

newcomer
Yer I agree charities wernt effected it was us I missed a fone call that day worth a couple grand coz a job fell threw due to this outage me an a load giffgaff members I got to join are switching back to o2 seen as they don't have outages then blame it on a burst water pipe an then say ur going to compensate charites what a joke buy giffgaff any 1 else with sense will do the same
newcomer

As every charity has received votes from giffgaff members would it not be fairer to allocate the very generous £10,000 to them on a pro-rata basis depending on the number of votes cast for each charity? As the voting currently stands they would all receive a donation as outlined below. Even a small donation to such deserving causes is better than no donation at all.

 

Air Ambulance Service  ......      £2996

PDSA ....................................       £1028

Addison's Self Help ...........       £185

ESUK ....................................      £339

MacMillan Cancer Support      £5146

 

(All figures to nearest £)