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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
Shove your giving to charity , give me my money I lost on an auction site do to service being down , feeding kids in Africa won't help my family here !
coach
Dont trust these charities.Who knows where the money goes.Does it make it to the people that need it or end up in someones back pocket?. Maybe me being negative??
novice

I'm not interested in your tax write off, sorry, charitable donation, I want a day's service added to my current goodybag.

beginner

Maybe a smaller donation to charity and a one day extension on our goodybags to replace the day lost is the way to go.

This will show a nice gesture by the Giffgaff team and that they are looking after us their customers.

 

You will always get some people trying to make a buck out of other peoples mess ups unfortunately..but i'd just like to see the right thing done and this suggestion ticks all the boxes.

newcomer
It's all very well donating to charities, however nearly EVERYONE is feeling the pinch at the moment including myself and I for one lost a days work. I am also with 02 and they have compensated their customers. As someone else mentioned, points or credit, if 02 can do it GG can.
newcomer
Thats stupid! Im not against giving money th charity but they didnt have to put up with the network being down! I think we should get conpensation!
novice

Outrageous!! GG is just shirking its responsibility to paying customers. Offering to donate a sum to charity is just a smoke screen. They are hoping that people will be too embarassed to object and that the environmental trendies will love the idea. Customers pay for a service which they did not receive and should be compensated- where did this charity thing come from? One day added to all Goodybags seems appropriate. Wish I had not just renewed my Goodybag as I am gonna be moving after this garbage.

 

newcomer

this is bull**bleep**, i want my day back

newcomer

I struggle to understand how so many people have managed to inflate their own egos to such an extent that eight hours of lost service on one day can make them so angry. It just speaks for the great selfishness of today, and is plainly ridiculous. I pay £10 per month for my bundle, so around 33p per day. So my network went down one third of a day.... So I can demand what, 8p? And you'd rather we all got that than a charity got £10,000? Just odd.

beginner

I'm chuffed that GiffGaff are going to make a charitable donation to, hopefully, a good cause. 

 

But when are WE, YOUR customers, going to be reimbursed for losing a day from our Goody Bags?

 

Would a good idea not be to make the donation but also extend the expiry date of all current Goody Bags by one day?