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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
Fridays loss of use for me has not devastated my life in anyway, I do not need compensation for it, we get a pretty sweet deal with GiffGaff anyway in my opinion!! Plenty of charities are in much more urgent need of monies than we are in need of a few pence or points each! Get a grip on the greed people!!
giffgaff; ergo sum

Mike Fairman it would of been better not to offer the customers some way of making things up to them, I can see by this thread that many users are not very happy with the charity donation.

 

In future it may be better to word your blog different, dont offer things then change your mind Smiley Surprised

 

 

Some of you have asked about compensation - we're going to focus on fixing the issues we've had and make sure we have a stable service first - and then we'll sit down think of ways to make it up to you.

 

 

 

 

 

beginner

Sorry but this is ridiculous.

 

As a paying member off giffgaff I do not want to see some of the money I have spent for the service to be given to charity. It should be given back via means of compensation to its members. Don't get me wrong I'm all for charity but this is simply much cheaper for giffgaff than compensating its members.

 

Well done on the clever marketing and I will think twice before recommending.

 

Terrible service. Get your priorities right. Will we even be given the days service that we lost?

beginner

Money to charity is hardly compensation for us...

 

I predict its cheaper to give £10,000 to charity than a gesture of good will to us, the customers

newcomer

Compensating users for loss of service cannot be done by any donation to charity.

 

Can anyone explain how a charity donation compensates for the lack of service? This is not about losing money although I am sure people lost money through this, it is about not having a service we have paid for. 

 

If you rent an apartment for a month and then new to sleep rough one night you would at least expect a refund + compensation.  If a company wants to add a charity donation on top of that, very well but it is not a substitute.

 

If Virginmedia has an outage that stops my TV or Broadband working they compensate me, for example the last outage (just on demand service, TV and Broadband still working) lasted for about 1/2 day and I got £5  compensations for that.

 

To the people saying if you want reliability chose a different network, please.

newcomer

well done would the big companies have been as generous(it really hurt to be without a mobile for a day did`nt it) 

beginner

The majority of other posts seem to be in agreement - compensate your members giffgaff.

 

We will find out where your loyalties really lye if you choose to take into account the majority of members on this forum. 

 

Crappy giffgaff

novice

This is absolutely not on. 

 

Whilst I appreciate the gesture GiffGaff is trying to make by giving money to charity, I feel this is a real slap in the face to GiffGaff customers.

 

To have a full service outage for 8 hours is a major inconvenience. Okay, my life didn't grind to a halt but there were occasions when I wanted to use my phone but couldn't. 

 

At the very least I was expecting a £5 credit from GiffGaff by way of apology. This offer of donating money to charity, while laudable, is of little value to me and does not recompense GiffGaff's customers for the outage. 

 

GiffGaff's apparent lack of operational resilience and now this belittling offer will cause many (including myself) to seriously consider changing to a network with a better infrastructure and better approach to business continuity.

IDEA IDEA IDEA IDEA IDEA IDEA IDEA why don't giffgaff do a simcard to give out to new custoumers with 10pound credit without topping up and then when they do first real topup giffgaff member that gave it gets 5pound worth of points as this would encourage more people to join giffgaff and more free credit, thanks Smiley Happy
beginner

Geez, people need to get a grip - so there was an outage, so what. When the local trains are cancelled do you get compensation, no you don't. You have a service agreement which no doubt states that GG don't guarantee 100% availability ever (hint: nobody does).

 

I'm happy with the donation to charity. Vote for macmillan - they do alot of work with the elderly, who get very little charitable donations as a group.