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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
This is the best mobile company in the uk and I can't speak to highly of you 10 out of 10 for customer service.
seer

Totally support this idea GG

 

Well done

trainee

@ bushes, can I have 30p as well please? 'Every little helps' as they say.

contributor
Didn't Giffgaff donate 10000 pounds to charity last year cause of a outrage? Now gg are bigger shouldn't they give 20000 to charity or split it between the 3 charity's?
newcomer

i think the money should go to either help for heros or cancer research as they both do alot for the people and could desperatly do with the money.

newcomer

by the looks of this thread giff gaff have underestimated the frustration, i give to charity of my own accord and don't wish for others to make donations on my behalf and as i already stated having a birthday on the day of the outage was really frustrating, i woke up to loads of texts and spent the day trying to respond.

charitable donation is a smack in the mouth for giff gaffers

novice

Moan moan moan...  whine whine whine...   so sad.

 

See how easy it is to get compensation from BT when your home phone stops working for 10 days...  (ask me how I know)

See how easy it is to even find out what the hell is going on when the Three network goes down...  (ask me how I know)

See what response you get from Orange when your data service stops working....  (can you see a pattern here ?)

 

A realistic and proportional amount of compensation for every GG customer would be so small as to be pointless, and really.. if you don't like it, vote with your feet and join another network.   Those of you who are using GG for "business critical" services need to think long and hard about your priorities,

 

Well done Giffgaff for a bit of nice PR and for the gesture.     Provided you are, as you say, pushing forward the plans to sort out the system redundancy then it's all good.

newcomer
How about some compensation for the outage, to it's users??????????
newcomer
I think in future you should send a text out to everyone to tell them what is happenening as I could not text anyone or get in touch with anyone in a moment of need which was not good and this continued throughout the day. Although I 100% think you should give the £10'00.00 to help stop kony 2012 charity! Please can you watch the movie on YouTube. It's a truly inspirational thing.
contributor
Also if like the charity idea but if you were a building business that's big money jobs that you might of lost cause your phone was down.