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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
beginner

no service for most of friday, it wasnt a major deal, it isnt as if i get oxygen or anything from my phone anyway,.

 

donation to charity seems fair to me. :-)

newcomer

not happy its going to be a donation to charity, it was my birthday on the day of the outage and it massively put me out not being able to use my phone for a day.

not happy with this at all

beginner

This is a JOKE!!!! Give money to charity ??? What for???

did there are can used phone for 8 hours?? or me?? that was ME Me and me and me!!!! only ME .Not stuppid charity public money waisters!!! F.... them i dont want notthing from giff gaff as compensation , but this is stipudi five monet to charity ?? WHY thats we community have problem to making calls and texting NOT F... Charity !!!

im finish bay

counsellor

@zippygeorgebungle - Instead of slagging giffgaff on then and causing problems, instead of saying 'people', why don't you just leave? giffgaff weren't at fault, they've fixed the error and made a charity donation. Do you really want 2p compesation?
Why don't you move onto Tesco Mobile IE and enjoy your zero payback and outage 

om2
motivator

this sucks

the CEO said

 

"... 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"

 

i love giving to charity. and for the amount of inconvenience caused, i wouldn't mind the money being givne to charity at all

but £10,000 is a slap in the face - it's a drop in the ocean for giffgaff

 

it could be simple - for the next month, give everyone 25% more minutes or something

 

this is a giant cokc up by giffgaff in customer relations

newcomer

Even tho it's a good thing giffgaff are doing, I'm sick and tired of giving money to charities!  We have Red Nose day this friday on which people are submited to guilt all night to give money, whether on tv, down the pub in the shops etc and i just think this is a kick in the teeth to all giffgaff customers? FFS use the money to upgrade your system so this doesn't happen ever again or think about your loyal customers and give them a bit more back? It's just funny that just before a new tax year you have money to offload???????? SAY NO MORE!!!!!!!!

 

 

pioneer
Reading through the whole thing the one idea that has stood out to me is someone suggested an amount of payback.

 

Adding 10/20/30p payback to everybody (1 day (or part of) of a £10 goodybag) would be an easy way to go. People who are active on the forums, or who are bringing in new customers would claim it eventually as paypal money. But for a vast majority of people it would sit on their account unnoticed and unclaimed or be turned into credit and get used to make a couple of minutes worth of calls. Maybe it would even motivate people to find out more about the £5 referral scheme and bring in some more new customers too.

newcomer

If you decide to donate to charity, good for you. But how could this replace compensating your customers for their loss? Can we at least have our goodybag extended with the amount of down time last Friday?

trainee

This is way out of order, by all means make a donation to Charity but I want compensation. You inconvenienced me greatly, I have job applications out there and a potential employer could have been trying to get hold of me.

I'd like a free £10 goody bag please.

newcomer
Although while I think it's a lovely idea I would rather be personally compensated, some may think this is selfish but it was my service I paid for that was disrupted & gg should be compensating their customers ?