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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
supporter

@rickthelad - nice idea

newcomer
This is a post I found from patchwebber12. Yer I agree blame it on a burst water pipe or water leak wa ever sounds like there feeding a bit off I line there an give it to charity jokers I'm off bk to a network who don't have outages an this ain't the first outage in recent months I gotta feeling this network gonna be full off them from now I missed a job worth a good couple thousand because waiting 4 a call an I didn't no it was outage till I got on the net I fort it was fone playing up so where all these commited gg compensation
newcomer

How about those people protecting the county HELP FOR HERO'S gets my vote. All those people complaining about loss of network get over it, sh*t happens do you sell your car when it breaks down? Charity donation is a cracking idea and should go to people who have things to complain about like there life changing but just get on with it.

newcomer
Although a good charitable gesture, GiffGaff get tax relief on their profits doing this. ie.instead of paying £10k in taxes they give this away. Its not costing them as much as you think! As a carer this outage causes terrible problems for me. I had to credit another SIM. Where is my money back??
newcomer

Where is the evidence of all these messages of support and suggestions to make a charity donation?…. Or is this a management’s choice? It might seem very admirable but I suspect this gesture would be the easiest and cheapest for the company. I want to support Giff Gaff, their service seems excellent, and some tolerance should be afforded to help them as a fledgling business; I just don’t like being taken for sucker

 

From some of the blogs it doesn’t seem like everyone is sympathetic. Might I suggest we are given a chance to vote on this suggestion instead, before we vote on a charity of choice?

Vote me up with (kudos) if you agree.

dabbler
To be honest I don't really care about losing service for a day and not being personally compensated because my goody bag had expired the day before anyway. I do disagree with the way you conducted yourselves with this matter though. Telling customers they wouldn't be out of pocket then offering a donation to charity as a way of an apology is all wrong. How is that benefitting the customer? Just seems like you chose the wrong words for the situation on both the twitter posts and the apology text. Put the 10k towards improving the services.
dabbler
I believe the evidence for the support of a charitable donation is the fact that last time there was a major outage the same was done and it was applauded by the community ? Correct me of I'm wrong as I am going on hearsay. I guess if it worked once that's why they made the same gesture again
newcomer

Good...can you let us know which charities to choose from...cant find an entry.

 

It was hardly an outrage... slightly inconvenient but seriously demanding compensation? Pathetic and money grabbing.
newcomer

i don't think giffgaff have really thought this through, giving away money to charity is yes a good thing but they should be thinking about their members who pay good money to use there services, compensating the members should be on top of the list even if it was just a couple of quid i'd be happy with that or bouns points and that way the members themselves can then choose at payback time where they want credit or give it to charity.  i don't have a blackberry neither do i want one but i remember when they lost there services they compensated there customers so they didnt jus ditch them. i don't think i will be the only unhappy member about this idea of giving to charity, charity in my eyes starts at home just lately with money not going very far at all.