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

were do i put the members name who recommend me to giffgaff so they can get the 500 points

beginner

If this thread goes on much longer, already 122 pages, gaff-a-lot will go bust with all the Payback thats been generated. All those aggrieved customers who have contributed must surely have got their money back by now.

 

Would someone be kind enough to kill it now? Please... for all our sakes Smiley Frustrated 

 

 

newcomer

Have Giffgaff even bothered listening to customer concerns, or hoping this will just be forgotten about? This thread now has well over 1,000 posts!

pjr
mad scientist
Nothing to forget. It's done, it's over, it's finished.
newcomer
You said the outage was fixed by 6 on on friday..... The problem is, it is now 10:31am an Tuesday 13th of june, and I still have no service! I have been without service since saturday! When is my phone going to work again? What exactly am I paying for here? Please help!..... Mejulie23
enigma

This outage was in March!

newcomer
Oh for ***k sake! Can some one tell me what's going on with the present no service problem, and when it will be resumed? I have been without service for 4 days now, and missing very important calls! Thanx giff faff! What exactly am I paying for? Can someone please help? Mejulie23
tipster
Take a leaf out of o2's book you amateurs. They've given all customers money back for their outage. Not some poxy media stunt offering to give money to charity. We don't care about charity just recompensate us. I would be interested to see how many people have left giffgaff over this farce.
oracle
It was only a day without your mobile phone, calm down. If it was a week then fair does. There's more to life than a mobile phone!
pjr
mad scientist
@badgerhud Agree totally.