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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
contributor
I just want an extra day of my goodybag. That's all. No refund, no money, just one more day. Is that too much to ask?
pupil
Giffcrap, sorry but I have referred my PAC.
novice

£10,000 way sound like a lot of money, but I am sure it is cheaper than compensating everyone...

aub
newcomer

60 free minuets to all customers.

newcomer

I am new to this service.  How many hours does it take to show that I have topped up?  I have been waiting over 4 hours since I bought a goody bag.

 

who do I email about this.

newcomer

CHARITY !!!!!!!!!!!!!!

How about your customers ?

 

You are completey out of touch

newcomer
Think its quiet shocking as the day of the power cut was the last day of my goodybag so I lost out on a full day of using my phone.
newcomer

Talk about first world problems. All the moaners here need to take a reality check and think about what really matters. Problems can and will happen, so have yourself a back up plan. Giffgaff is a great service and incredibly cheap compared to anything else out there. I'll be sticking with Giffgaff for sure.

newcomer

I don't get why you guys are calling us selfish just for suggesting that we should be given the money and be asked if we wanna giv it to charity. Im sorry but guys, the charity people wernt the ones tht lost network, they wernt the ones whu lost coverage, they wernt the ones who missed meetings and didnt recieve very important text messages, so why are they being benefitted? why should they get the money? Im not being greedy or anything and to be honest. I dont relly want the "free" money anyway. but for some people, they really did have to suffer, even if it was for just one day. so GG shuld give the money to the members accounts and let them decide to do whatever they'r happy with doing. Even so if it is for charity. but guys - really? ur relly gna leav GG because of one day? I mean, it was just a day. no need to be leaving and getting all dramatic abt it all. JEEZ PEOPLE! and, last thing - Im not againt with this whole idea of giving the 10k to charity. I dont think theres anything wrong if the money is going to charity. but this shuld hav ben chosen by the members. we shuld hav ben given the right to decide. anywys, we shuld be thankful tht atleast GG r doin something. I mean, giving the money to charity is better than not giving any to anyone. so guys - stop worrying and forget abt what happen. SMIILEE!!

newcomer

Please can we add (SIDS) Sudden infant death syndrome to the list of charities.