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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 we should all get a 10 pound goody bag but we also have to share giff gaff with friends ,facebook,twitter,myspace and get lots of people to join giff gaff :)

beginner
I think you should do both individual compensation and charity donation. The outage was really inconvenience for all of us. With a company that is not so responsible, there will be not reason to stay with giffgaff.
tipster

who cares about charity, just give us some free money you pigs.

ahf
cicerone

I think its a great Idea to give money to charity. Good on Giffgaff! They didnt have to but they chose to. Well done giffgaff!

newcomer

I was really disappointed with how long this took to resolve. As a lone female travelling abroad when the outage happened, it really wasn't much fun having no means of communication!

pjr
mad scientist
>taff999555 said - who cares about charity, just give us some free money you pigs.< Yet on your 'about me' page it says the following: 'i enjoy helping people'! A bit of a contradiction wouldn't you agree!
newcomer
I believe a donation to a charity was very generous. But I don't really agrees with It. I mean. I top up £10 every month so that's like 33p a day or something. I'm guessing my 33p won't go to the charity of my choice as its an overall descision.. But surely it would have been more cost effective to just give everyone there day of the goody bag back. Although I like I said the charity donation is very generous. But there are people out there that would rather there 33p back
newcomer

 

The reason they have decided to give this to Charity is because it's non VAT/TAX deductable and won't hurt the EOY reports as much as it would have if they gave people compensation. back. Charity is a good cause but sorry you left some people without service that really depended on it. You actually deprived charity and disabled people of their services so how hearty are you really with this gesture. My girlfriend is heavily pregnant and I didn't just lose a day service, I lost communication with my partner who may have needed my urgent attention.

 

These communication devcices we are lucky to have in life actually are used not just used as chitter chatter, or texting just friends when bored, People rely on your service for important matters just as you rely on revenue.

 

Bring back Haley Dawes and Martin Dawes and DISE and AS400, it's rustic and old school but at least it worked perfectly


Regards

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newcomer
Well, thanks that. Donate the money to the charity is a good idea, but did giffgaff think of the OVERSEA students how they feel of the service outage? well, the whole day cant contact their family and frds which is good right? thanks that. and also giffgaff always hvin lots of problem tat unable to topup barbaba~~~
newcomer

its easy for giff gaff to say they are going to give money to a charity but how do we know that this is not a **bleep** n bull story so they dnt have to compansate their customers. i lost out on a big job contract as a direct result of no contact due to the fault. so how would supposedly giving money to charity, help all customers for there loss n frustration that was caused