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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

Matters not beyond their control are such matters as Resilience planning and backup systems... Someone obviously made a business decision somewhere down the line that the risk was worth the cost savings...

 

Like any insurance - it is when you need to use it you discover its worth...

newcomer
What da fraggle naggle you lot on about?? Charity for me losing a day on my goodybag??!! WORD??? This is the biggest pisstake, don't wanna sound daft but this is **bleep**ing unheard of!
academic
Nice way for giffgaff to reduce their tax liability anyway; not sure it really "makes it up" to me though. An extra day on my goodybag would have done it.
newcomer

Wow, some people sure are greedy! It was down for one day and some want a free months goodybag?! :smileysurprised:

 

Giffgaff do a good job and the fact that some charity is going to benefit from this misfortune is a good thing. Some people can't see by themselves, what a shame :smileysad:

beginner
Yes it was a pain to have no service on Friday but I don't know why people feel as though they should be reimbursed so much when we only went a few hours without service. Also, Giffgaff charge so little for their goody bags each month that if they were to give us some money back for the time service was down we'd get about 50p each! Hardly worth it! I'd rather my contribution went to charity, as £10k will make more of a difference to them than 50p would to me. Good on you Giffgaff!
newcomer

And for our lose how you work out to donate for charity? Its us that suffer 

beginner
P.S. if you don't like it you could always go back to one of the bigger networks & pay a bigger bill each month! Hardly any network does unlimited Internet usage - part of the reason why I'm happier with GG!
newcomer
Donation to charity? We were told we would get compensation. How about a vote asking us if we wanted money to go to charity or be compensated. It wouldnt take much to extend our goody bags by a day. I have nothing against charities but in the current climate, lack in income, jobs at risk, not knowing whats around the corner, i'd take the compensation. GiffGaff, i've only been a customer for 2 weeks.. But you have already failed (this isn't the only issue i've had). If you don't reply to us all and hope it will all go away... It won't. Talk now or risk losing your customers.. And have no more GiffGaff.
student

Ummm, I can't seem to vote! I voted back in December & the poll is just showing the results from then.

I'd imagine that GG are under no obligation to pay out compensation, as a burst water main is quite like

a natural disaster (as in completely unforseen) and they probably have a clause somewhere in the T&C's

regarding these type of incidents. GG is still a great network & I won't be leaving anytime soon.

tiv
newcomer

Following  last  friday's  outage,causing  the  network  obvious  problems, i  personally  think  that  if  there  were (hopefully  not) further  occurancies, then  the  giffgaff  customers, not  the  charities  should  be  compensated  for  inconvieniencies. No  disrespect  to  all  Charities  of   course!!    Thank  you!!