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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
I think the majority would rather it go to charity. After all it was only a few hours loss of service. And those who dont r a bit selfish n need to get a life that doesnt revolve around their phone. Well done giff gaff, fantastic idea!! :-)
newcomer

Nothing wrong with giving to charity but this doesn't really rectify 8 hours of missed calls/ texts et al.

 

Nor does 'Sorry'.

 

I rely on my mobile for work hence i am totally fking hacked off.

 

Request for my PAC code is imminent.

 

student

Question for those who say everyone against the charity donation is money-grabbing:

 

If the outage lasted a month, would you want the full price of your Goodybag back?

 

If Giffgaff said they'd donate £310,000 to charity would it still be ok? (31x £10,000 maths whizzes)

 

Why is it any different to wanting a refund for the loss of a day's service?

 

(compensation <> refund)

beginner
People that are less fortunate than ourselves. And don't forget everyone that we get a far better deal on this network than any other out there! So as for compensation I really feel that this is not the way forward... We want OUR giffgaff to carry on being very competitive price wise so let's try not to complain too much!! As a few people have said earlier I think maybe a few points added to people's accounts might be a fair way to move forward for the few really affected.
novice
This should not of happend but we are up and running again and it's a nice jester to give money to those who can't even afford a phone or people who need help well done.
newcomer

Nice work giffgaff ,sometimes bad stuff happens and i think this is the best way to balance that ..

keep up the good work.    :robothappy:

trainee
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by binman3 on 19-03-2012 17:49

Why do they all try and get cash back for one day the world did not end it was just a phone network they did not do it ,it was an act of GOD not them

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(edit - removed) It was either the neglect of some plumber to make a joint correctly, someone moving stuff or digging, or (more likely) the lazy utility company, for whom, it is cheaper to let a leak run and dispute compensation claims, than repair it.

newcomer
I didn't even notice the service went down. I'm happy to hear some cash will go to a good cause!
newcomer

I thought giff gaff was ment to be good, turns out your always down:/ This is extremly annoying... will I loose a day of my goody bag? I think you should take it out of a day on the goody bag!!:catmad::catmad::catmad:

newcomer

Hey that's a great idea GiffGaff  you are outstanding keep up with your generousity!!!