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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
novice

stook77 and tracynoe this was mentioned on page 21 but as stook77 says maybe some people think some charities are more worthy than others in my eyes they all deserve an equal share of £2000 each as i stated on page 21 yesterday

sensei

Totally agree david1979t

 

Just for the record bbm was working perfect throughout the outage, but if people are complaining about just 1 little 8 hour period (in fact 6 as you could use the internet before calls and texts started to work), then imagine what our parents did.  Mobile phones didn't exist then, and if such a thing called a power cut happened........well thats probably how some of us are here in the first place

newcomer

ssppy21, you were clearly one step ahead of me! Smiley Happy

 

I guess if GiffGaff want to do their silly poll, the fairest way would be to give a % the £10k based on the % vote...

newcomer
I think the customer should be getting something not no charity.
sensei

So for all these demanding compensation please answer me this question:

On New Years Eve the mobile and telephone networks get extreamly busy.  If you try and ring someone at midnight or send a text you will be very lucky if you get a connection and it will be like that for over an hour.  Some text messages sent at 11pm may not be delivered until the early hours of the morning.

 

Do you demand compensation off your phone network because you are unable to use your phone during that period?  Like hell you do! 

newcomer

  I think that as members we only have ourselves to blame for joining this Stone age network. We all joined due to its cheap deals and we all should have seen the signs that the network wasn't upto much when you find out that you can't contact a phone network by phone.. Write a letter to an agent and wait 24 hours for a reply. . Not exactly 21st century is it?  I'll be changing networks as soon as my credit runs out..As for the charity issue I'm not really bothered. All I want is a reliable network  .

aspirant

@syorksdeano, a New years eve delay is expected.

A week day outage is not the same thing.

sensei

@mondeoman1970

 

Maybe not but a outage that wasn't down to something giffgaff did.  It's like when a bus is delayed, do people ring up the bus company in question and ask them for compensation?

 

No network can say 100% that they will never ever have an outage, it's just unfortunate that it happened last Friday

Well i Dont want compensating, But i dont see how giving money to charity is any help to US. its us the customer that suffered. and i have introduced alot of custom giffgaffs way, which are mainly my friends, family etc....to which in turn meant we couldnt contact each other, VERY ANNOYING! perhaps spend the 10 k on making sure this doesnt happen again? theres been a few times my service has been down ( and my friends) its not good............. just sort it!

pjr
mad scientist
@ syorksdeano Spot on.