Get Help
Community

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
novice

I hate charity (I know it's bad, sorry for this but I have a reason). I have a data only goodybag. On Friday I couldn't use the Internet at home so I had to take my computer to a cafe shop I had to pay for a coffee which I didn't drink because I wanted to use their wifi. And the GG giving 10k to someone else to say sorry to me! It's **bleep** me off very much! When the same situation happened with the T-Mobile (not in the UK it's happened in my home country) they gave 10 minutes free calling to all of their customers! It would be better if the GG doesn't do anything!

 

newcomer
I think its fantastic that giffgaff is giving this money to charity.its about time a company gave a bit.
newcomer
Bet giffgaff staff keep the money really and donate hundred pound and keep rest of money bet the giffgaff workers are thieves what we getting we pay for the service to run we didn't leave our old network for this we pay for quality good way to trick us sayin donating to charity
novice
Are you having a laugh you give bad service then to make up for it give money away! You effected my service I pay for and expect to work it was a day I was visiting a friend and before I set off I said I will call when near to get directions. I get where I need to be and no service just beep beep beep I try Internet to fire off a email no service on that. Everyone has mobiles now so public phones ate no longer about. I'll tell you what giffgaff I will not pay you this month and just donate what I was going to pay to a charity but please supply my service. Can everyone else do the same please.
newcomer
Yeah dope let's give it to starving children in Africa oops I mean who are now grown an living in Peckham!! Gif crap if ya listen carefully u can hear ya customers running to other networks..jokers
beginner
@Stephenmiller the deadhead honcho, guess what? I don't care if u don't like this. F.U
newcomer
I agree with 'acedout' a day extra on a goody bag. This is in line with my original tweet on the matter.
newcomer

Are customers who use goodie bags going to get a day's extension to the expiry date on their goodie bag to make up for the lost day?  Only seems fair...

hg
head honcho

 

Yet again, giffgaff is its own worst enemy !

I think the £10,000 donation to charity is a nice gesture but linking it to Friday's outage was about as inept as can be.

Either giffgaff is culpable for that outage, or it isn't. If it isn't, then it shouldn't be claiming that the donation is driven by the outage. If it is culpable, then donating to a charity does nothing to appease or recompense those customers who have been affected.

Either way, the donation in no way addresses the knee-jerk promises we saw ! "We will make it up to you", and similar forum posts which were, allegedly, repeated individually in some cases. No charity donation comes anywhere near meeting those undertakings.

It seems that gffgaff's headlong dash to capitalise on the slimmest opportuiity for good PR blinds it totally to the realities of the situation. It might look impressive, at first blush, until someone looks into the detail to see what prompted the donation. Someone who was favourably impressed until that point might be much less impressed when they learn that the donation was made instead of recompensing (not to mention compensating) affected customers. In short, giffgaff shoots itself in the foot. Again !

I am delighted that the usual "want everything for free, this instant, and hurry the hell up too" brigade look like missing-out on personal compensation, as well as the "vital business calls" they already missed. But that's just the human nature in me. They annoy me with their greedy, grasping, immature ways.

The grown-up part of me says giffgaff should not give undertakings which it has no intention of honouring, and should not seize on something which was allegedly beyond its control and try to turn it into a huge brownie point at the expense of its own customers.

In a nutshell, it's way past time for giffgaff to start treating its customers - the grown-up ones at least - like grown-ups, instead of like children. Incidentally, that also means that parrots and sheep should not be encouraged in the forum just because - presumably - giffgaff believes it can manipulate them and produce market-stroking figures from their collective bleating.

 

In the real world, you set a high standard and then, if you miss it, hopefully you don't fall too low. In the giffgaff world, you don't set a standard. At all.

Sadly, improving probably means we need a grown-up staff first. As it stands, the elusive agents aren't even giffgaff staff (despite that little 'gg' forum badge which we were told meant 'staff'. They work for an outside company (but shhh ! don't tell the children !).  It's like having a help desk in Mumbai - except it's in Ireland and you can't even speak with them.  You have to hope a link works so you can send them a message from the website.

I will say, however, that this is the first time I have seen giffgaff take money unfairly from its customers. It's usually generous to a fault - by which I mean that if you query a charge, for example, giffgaff would usually refund it with an ex gratia payment as well, rather than look into it properly. But at least you were recompensed.

 

Regards

 

hg


newcomer
I think this is an awesome gesture. Having been through the same situation with O2 and Voda in the past, without so much as a "sorry". Well done Giffgaff. Big pat on the back!!