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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

GG is a good service sometimes things go wrong through no fault of yours this claim claim mentallity will eventually kill everything , take it on the chin and let GG get on with it , how sad that some people want a pound back .

rookie

I see here people saying there customers shouldn't expect a compensation to all affected customers for various (flawed) reasons. That's precicely what they should expect! Any modest compensation, e.g. even 5 extra free minutes is a sign that this company actually cares about their paying customers.

 

What people want is exactly that: a truthful sign that the company cares and values them, they don't want a pound back. Nobody here gets richer with that.  Something like that won't drive any prices up. Some really flawed arguments some people have here. In fact, word gets around and that would attract more customers since the company acted professionally towards their customers and actually cared, providing peace of mind. It would boost the business in the long run. The current word getting around is doing exactly the opposite to giffgaff and it's surprising to see they are missing this!

 

As someone who dealt with service providers of various kinds many times in the past, this is the usual and expected outcome of any such incidents. Gifgaff can easily add some extra minutes, extend the topped-up period, etc and post that in big bold, red letters on the front page!

 

Many web service providers and datacentres have this in their ToS! For any one hour of downtime, everyone gets some free number of hours of uptime and it increases from there.

 

An example: EZPZ hosting has offered 6 months (yes, six months) of free services to all customers after an incident like this. Not only that, but they also kept all users informed in real-time (with 10 mins to 30 mins updates) of what was going on on a separate forum, during the downtime and as soon as the incident happened. The result: EZPZ was applauded for the professionalism and it gained quite a few new customers, more than making up for the loss in the long run !!!

 

Of course your customers expect some kind of attention and appreciation for the money that we pay you! They paid you for hours of service they did not receive. It's that simple ... The current approach is a huge let down. Those 10K GBP could have easily been distributed towards free minutes for your customers.

 

Regards.

 

p.s. I activated my giffgaff card only last Sunday, after this incident, so I'm not affected. I only founf out about the incident after joining giffgaff. Naturally, I am now reconsidering my stay at giffgaff seeing how flawed this is handled!

 

newcomer

GiffGaff = top banana! 

newcomer
Good one giffgaff That will mack a lote of people happey I think th is network is the best
pjr
mad scientist
normadize stated: They paid you for hours of service they did not receive. It's that simple ... You're right, it is simple: 13.   Matters Beyond Our Reasonable Control If we cannot provide the Service to you because of something beyond our reasonable control, we will not be liable to you for this.
beginner

Not perfect but already forgotten Smiley Happy

newcomer

its just a 1 time thing the power outage and money is going to a good cause so get over yourselves( only of your against the cause of goodness). also giffgaff needs a voicemail number.

newcomer

i think? im just going on the first couple of comments.

 

newcomer

Charliep, so true

 

newcomer

stay for GIFFGAFF and for YOURSELF