Get Help

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.  

No individual compensation ?

Fair play to them for making that donation....come on folks you lost service for 1 day it's not the end of the world!  That donation will make a difference to one of those charities and fair plan to GG for doing that...


I really couldn't care less if peole like this news or not Smiley Happy


A charity of choice;




One of the charity options is the 'Air Ambulance Service' which makes it sound as though there's a national air ambulance service - which there isn't. It's left to each county area to decide how to provide an air ambulance, if at all. 


So, giffgaff, to which charity would the money for the 'Air Ambulance Service' be going?


It says in the terms and conditions they're not responsible for any personal compensation especially as the contracts arent for business customers. £10,000 to charity is a great decision and some people need a reality check!


Great idea to donate to charity. The outage was a pain, but it was for one day and we are survived. The featured charities save life - which is far more important than a days outage. 


It was down not even a day cant understand why people are demanding compensation think its a great idea to give it to charity 


The outage affected many users, it is us that should be compensated, £10,000 is a token PR gesture here, we as users should get something.

That is the silliest thing in the world, We lost out in important calls or whatever and you give money to charity, we could've all put a tenner aside for charity and made more than 10k for charity!