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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.  


Ignore all the grumpy naysayers - a charity donation is a great gesture :)




I'm sorry giffgaff, but that is not acceptable! I payed money to get a goodybag, then to find out I get a day less than I payed for because of an outage, and then you say to make it up to me your going to give the money I payed for that goodybag to charity. How is that making up for the outage? I have nothing against giving money to charity, but that is in no way, shape or form making up to your customers, and frankly I find that rather insulting. I want something done or given to me/us (customers), not someone else. We are your customers, make us happy!

glad the money is going to charity. well done giffgaff :)

This is going to see giffgaff losing some customers because we the customers that powered giffgaff we should get compensation, some of us lost money on that hell Friday because we did not able to make call to our client and in our business because if giffgaff turndown that day and now giffgaff want us to stick with them and pay them more money to give it away. Did the CEO think first of compensate it is own customers first before he go and look out site. If he or she have a broken window or door they should fix it first before go and fix other people houses. We appreciate that they want to make change on other people life but that chane is useless if you did not change ur self first. It is very disappointed for me and sure slots of other member will agree. Ask us to vote for donation if it is our fault but do not ask us to take responsibility of your mistake. Who is going to compensate me for the money I lost on Friday?.thanks giffgaff for saying to your customers you are meaning nothing to giffgaff !!!!!!!

bela87, I will personally compensate you. Where would you like the 30p sent?


Also, I have my own charity I'd prefer to donate to and that's the CF Trust.


I'm sure many giffgaffers are disappointed with this response, as I am. We pay for a full service on giffgaff and when something goes wrong with the network which we have payed for, it is up to network to compensate us for lost service, not give 10k (of our money) to charity.


The problem which was under giffgaffs remit hit me and you, not anyone else. In addition, 10k is probably a small amount compared to amount which giffgaff would have to compensate it's users. 


The time without service was frankly very frustrating and ultimately lost me money elsewhere, very disappointing.


I want a better response from giffgaff. 

Well done Giffgaff
Adding donation is a good cause, but the priority should first invest to improve infrastructure and then create attraction from the pleasant users to donate to te charity. 10,000 is good enough to buy sufficient equipment to enhance services for back up and upgrade services though
The royal british legion would be a great charity as they do lots of good welfare work.