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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
Yes it was an inconvinience having no phone for the day but for 10k to get donated to charity surely thats better than compensating the members
newcomer

By giving a donation to charity, GiffGaff get corporation tax relief on their £10K.

newcomer

This is a good idea, however like some have said most gg's want individual compensation as they was a day without connection and this may have been big trouble for most people on friday if they needed connection to get about to their jobs etc. You have to think of all the consequences it may have caused and realise they might leave if they are not pursuaded to stay :) 

Many thanks Laura.

newcomer

Since the outage was not directly the fault of giffgaff, I really don't see why people are demanding compensation from them.  I have used other service providers in the past, and had far worse experiences with them.  Other providers have failed to advise of PLANNED outages in the past - unlike this outage which was not planned so couldn't be pre-warned.  I'm sure that other companies would not be too agreeable to offer compensation - merely pointing to the terms and conditions which allow for these things.  Well done to giffgaff for saying sorry (for something outwith their control) and offering to donate 10k to charity.  I really don't care which charity or charities benefit.  In the present climate when so many people need help (and charity donations are falling) the 10k will help a lot of people.

newcomer
These things happen and I am sure GG did all they could in the circumstances and will learn from the experience.I had access to a PC and appreciated the regular updates on the website. Come on, stop whinging and get behind GG because we all know they are VFM otherwise we wouldn't have joined up in the first place.
newcomer
I'm new to giffgaff and I must say this doesn't make me feel fluffy as I was frantically trying to make calls thinking it was my phone as I had got a good signal. I nearly purchased a new phone on 02. This has gone down as a black mark from me, I have stopped referring people giffgaff for now!
newcomer

@paddy_o_furniture thanks for the back-up ;)

 

The link to the poll is on the right hand side of this blog called 'Friday poll'; at the bottom of the box there is a 'click to vote' link :)

Hope this helps! 

maestro

Thats just great. I already give to a charity of MY CHOICE, this is just a way of keeping us quiet. I would like to say that I had 24 hours maybe more without service and I had to use another provider which cost me and my husband money, so no I am NOT HAPPY with this my husband and I would like to have an extra day on our goodbags as compensation. 

newcomer

Good idea! This (the giffgaff thing) is something of a group effort and we all benefit from the cheaper pricing as it is.  Compensation for all.....fine but think of the overall impact this could have (aka the already well known effects of the compensation culture on insurance for example)! There is no such thing as a free lunch as the saying goes so put your claws away and get over it.  Have a heart, which ever charity it is will benefit from this so why not consider it as a personal donation from each and every one of us and enjoy the feel good factor!  They are working hard to make giff gaff work so lets show a bit of support xx

newcomer
This is complete an utter **bleep**. What a load of **bleep**in **bleep**. 10k is like 10p to **bleep**tGaff and it's not On at all. People rely on having signal, for travelling, for work, for medical reasons and why should anyone expect less from a company that isn't O2, Vodafone or orange. Yes it was for only 8 hours.. But someone just might of needed signal for an emergency. **bleep** your 10k and your charity, id rather pay a few quid more and go back to O2 or the likes. Cya