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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

What a terrific gesture Giffgaff. What an excellent idea.  Forget some of the 'sour grapes' posts and do a good thing to help others less fortunate.  A mobile phone that doesn't work for a day is not the end of the world!!!!

 

Tony

newcomer

forget the charity its us who could not use our phones

newcomer

A lot of people making the point that a charitable donation isn't the same as individual compensation. Well, it isn't, but so what? I'm happy to think my compensation is going to charity. So should you be.

 

But if that's the case, it sounds like my compensation isn't nearly enough. I don't know how many users GiffGaff has, but complete loss of service for a day has to be worth at least £5 each user, right? I mean, that's a tiny amount of money, I'd have expected a couple of months free.

 

What strikes me as morally unacceptable is if GiffGaff appears to be using the charity thing as a ruse to pay less compensation - compensation which they ought to be recovering from an insurer (and if not, why not?)

 

So I think we need a BIGGER CHARITABLE DONATION.

novice
Also I bet all these charity's you have listed draw a wage from the charity work they do!
newcomer

Fantastic, A whole day without a phone or text which cost me at least 3 jobs that I know of and now you you want to give money to 'Charity'  Well thats nice.....  Dont think I will be sticking around on GiffGaff for long.......

novice

I am also tithing about going back to my old provider !!! Lot of customers will be lost over this !

newcomer

Charity begins at home! I was one of those trying to buy a goody bag on that fateful day. Dish out a few £5s to your faithful Gif Gaff by way of apology for the disruption.....

contributor

What do people want?  You lost service for 8 hours, not 8 days.  I work for openreach, who in turn look after all the UK's copper infastructure (what your adsl and voice services are delivered over).  An end user has to be out of service 3 days before they receive any sort of compensation payment. (from openreach, sp's may decide to offer a goodwill payment)

 

Like I said earlier in the thread, 11p is the sort of compo most users would be entitled too, 1/3 (8 hours) of a days rate @ 33p a day.  

 

I'm not giffgaffs biggest fan at the moment, but I'm sure an instance like this would fall under MBORC of any service provider. 

 

Great that some charity will benefit.  

coach

Only the greedy and selfish individuals will be "angry" with this offer by Giffgaff. So let people leave I say because at the end of the day Giffgaff didn't need to make this jesture.

newcomer
I just bought a new goody bag 2 days ago i 100% will not be buying another one. When i signed up to gifgaff no one told me that i was going to get the piss took out of me. I been with u since u started off this has happened many times and still no good will gestures for not supplying what i pay for . Its a decent excuse u came up with but laughable ... At home i have talk talk broadband it went down for 3 days and they give me 2 month free service . This is obviously coz they are a decent company who give a **bleep** about there customers.. Pay peanuts get monkeys