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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 sending the money to charity is a diversion. It is we customers who had our time wasted wondering what was going on. I was not informed by giffgaff until much later, by which time I had found out myself by going on the giffgaff homepage. Giffgaff should set up an emergency message service hosted by a partner group for future incidents. I want a message as soon as there is a service problem and as soon as it is resolved. 

One of the problems created here is a lack of confidence. how can I recommend anyone (and I haven't yet) to go with giffgaff if they are having long outages? 

beginner
F. Charity, that Shi. Supposed to start at home not halfway round the world as a means to defeat Darwin's laws of survival! That ten g would of been better spent giving all your loyal customers a free £10 credit to apologise to them for what they lost in the real world when all connectivity stops...
beginner

surely you should be spending the money on making giffgaff a more efficient network?

beginner

Yes give it to the GiffGaff customers, its us who have to put up with all this.

abx
trainee
This is hardly "making it up to the customers". I think the vote should have been "how do you want us to make it up to you" with "randomly give money to charity" as an option in there with options that might benefit the CUSTOMERS.
newcomer

Brilliant suggestion re donation, Most firms wouldn't even both..Responsibility isn't a consideration these days!

 

Registered Charity 1120944.........Friends of Matthew Rusike Childrens Home

 

Fully voluntary organisation....Near as dam it 100% donations go to the home to support the children's needs.

 

Regards

Don Banham

newcomer

I don't care about compensation and I already give to charity.... I'm just appalled that this was able to happen in the first place.

Friday was hell for me and many other users who needed their phone. I would assume most of the people who just say "Oh well, I still love giffgaff", were the people who didn't even need the use of their phones that day,

I'd like to see their change in response if on that day the use of their mobile was impotant to them!

The point is I pay Giffgaff for a service and they didn't provide it. It doesn't matter how nice they try and act, they failed to do their jobs by having some kind of backup.

 

Think I'll be leaving soon.

newcomer

How sad to see how selfish people really are. A few hours of inconvenience and it's "gimme, gimme, gimme"

newcomer

I dont mind the fact that the money is going to charity, I dont mind the fact that I've been eating into my credit, I do think that informing the users could of been handled better and with a bit more frequency/consitency..

 

I seem to have had a goodybag added to my account though which saves me a job as I couldnt do it over the weekend, I'll be keeping an eye on it though, I havent had a message saying that I'm getting a free goodybag so I'll just keep an eye on it, again, down to bad communication...

newcomer
What a cop out!!! Give 10 grand to charity when we were left without a phone service for the whole business day. Looks to me that was the easy option for giffgaff, we just sit back and don't complain because it's for "charity" All rise up and demand compensation, be it extra minutes or payback points. Don't let them get away with it so easily