Get Help
Community

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

OK LET ME PUT THIS TO YOU IN ENGLISH , I AM LOGGED INTO MY ACCOUNT MY ACCOUNT IS M------- AND IT SAYS QUITE CLEARLY THAT IM LOGGED IN, WHEN I GO TO TOP UP IT SAYS QUITE CLEARLY THAT I NEED TO LOGG IN EVEN KNOW IT SAYS AT THE RIGHT HAND CORNER OF THE PAGE THAT I AM IN FACT LOGGED IN . STOP **bleep** ME ABOUT IVE BEEN TRYING TO TOP UP FOR 2 DAYS IT SHOULDNT BE DIFFICULT IT SHOULD JUST WORK LIKE THE LAST 6 PAYMENTS YOU TOOK FROM ME THESE CAN BE VIEWED IN PAYMENT HISTORY WHITCH YOU CAN ONLY ACCESS IF YOUR LOGGED IN THERES 10 POUNDS ON MY ACCOUNT SET ME UP WITH THE 250 MINUTES UNLIMITED TEXTS/INTERNET PACKAGE AS STATED BEFORE ITS THE SAME PACKAGE I BOUGHT 6 TIME PREVIOUSLY

big cheese
Maddforit firstly using all capitals means often people just ignore your as it hard to read and considered shouting. You've posted on an old thread which means only limited people will see this and even less will help. I suspect only contacting an agent will help from scanning your post ( as I say it's difficult on the eyes) but if you do that and repost a post of your own on the help section not using capitals others will help and possibly will have experienced the same issue and be able to say what happened.
pjr
mad scientist
@maddforit Please stop flooding the forum with the same post. Start a thread in the help section and please remove your caps lock when doing so.
student
I find people without a phone for not even a hole day screaming where's my compo where's my compo well ur compo is getting mega value from gg in the first place and STOP being so f*cking greedy
student
Ps I know this is a old thread but after reading a lot of the comments I just wanted to defend gg we all get very good value for money otherwise we wouldn't join so let's this be the last said on the subject and close it now well done gg
newcomer

Not really, what did they actually do to genuinely address the problem?

former giff-staffer

Hey guys, I'm locking new comments as this blog is over a year old and no longer applies to any recent relevant issues,

 

Kind regards,

Hazel.

associate
So an agent then an educator both tell me a sim I ordered direct to a friend from my spread giffgaff page then activated by myself doesnt qualify for payback as it wasnt from that page! Do they even bother to check?had to email giffgaff complaints dept.i think if a problem with giffgaffs site or app they cant trace them but thats not my fault.
veteran
Hi the sim is auto linked so if your click was correct then that suggests the dispatcher sent incorrect sim out
grand master

IF you are sure that what you say is accurate and agents have been unable to help, then I too would contact complaints dept - mistakes do happen and sometimes they are not resolved as quickly as they should be, thats what complaints depts are for.

 

See below from the giffgaff website - best to email I would suggest

 

To make a complaint you can contact us by emailing us directly to complaints@giffgaff.com or alternatively you can write to us at:

 

Complaints
giffgaff Ltd
11 Vine Street
Uxbridge
Middlesex
UB8 1QE

 

 

Please note that it will take longer for the team to receive your letter due to postage timelines so we

recommend that you use the email option if possible.

 

When contacting us please ensure you include the following information as this will help the initial

investigation into your complaint:

 

    • Your name and address
    • Your giffgaff mobile number and your username
    • A daytime / alternative contact number
    • A suggestion of what you'd like us to do to put things right

 

If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of Managers you've spoken to.