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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.  

Never have I seen such an unjustified uproar, this is mental! You lost a day of service. Is that really going to see you leaving giffgaff in favour of a more expensive, less flexible network? The guy who "lost a job" over it (see pg 17), turn off your caps lock, learn to spell and I'm sure you'll find a job in no time. And all these people "losing clients"? If that's true, what possible compensation could you demand? This is equatable to losing your phone for a day and then getting it back, or leaving it at home for the day. Get over it. I'll still be recommending giffgaff.
i feel tha there should be compensation for customers!.....I had to call people from another phone, which cost me extra,after I'd already paid for a goodybag

Not sure what people think they would realistically get back as comp - I reckon it would inevitably be a piffling small amount anyway...


A bit off-topic perhaps but as Charity is the hot topic here - I think that Giffgaff should take that £10K and invest it in the means to split payback between charity donation, airtime credit and paypal.


This ideas has already been rejected by Giffgaff, but I think would allow more charitable contributions to arise in the long term - if Giffgaff are really serious about supporting charitable causes, this would be a more effective way in the long run to do it and would benefit members at the same time.


Many people earn large sums of payback and based on the frankly low percentage of total payback finding its way to Giffgaff's chosen charities - many people find it difficult to donate the whole lot to charity but even a simple give 10% button or whatever (a bit like eBay's payment system) would probably increase donations considerably. Good for members, good for Giffgaff PR.


Just my 2p worth...



Why cant we vote to send it to help for heroes......


my grandaughter was born 10/10/2011,with an incurable illness called nkh there are only 13 cases in the uk and its a genectic disorder we live day by day she is beautiful we dont no what the future holds for her so could you please consider a donation to the uk hope for nkh as there is little to no funding available thankyou


Bad, Bad, Bad Idea. If you're thinking of dishing out mony, how about giving GiffGaff customers some extra free minutes instead. This would be far FAR better received by EVERYONE.


Who came up with the Charity Idea ? Very Sad response - customers were inconvenienced on Frdiady, Not Macmillan Research or any other Charity.


If this goes ahaead then I'm OUT - I was going to top up I'm watching for GiffGaffs response - you'll loose a LOT of revenue, far more than 10K, if you decide to go ahead with this Muppet of an idea - shame on you for not supporting your customers and trying to be PC instead.

You guys are moaning about less than a day downtime ??? I have had 5 days downtime at porting, then 4 days downtime last week inc Friday !!!! I've only been on GG a month and had around 30% of it without any service !!

Wow, are you lot really crying over 9 hours? Seriously?! If you've spent even £40 quid a month, you're only entitled to like 40-50p... If you really will struggle without that, then keep moaning about something you're not going to get. Let the money go to people who need it. Bet most of the selfish pr***s on here just saw £10,000 and thought you could claim for it.

I think it is fine idea, get a list of suggested national charities, put them in a big barrel and draw one out to recieve the cash. Then it will be fair to them all. Good luck with it. Mitre

This cannot be described as compensation if you are not compensating those who suffered from the incident.