Get Help
Community

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
Thats a great idea...
newcomer

A nice gesture to donate to charity But its the customers that giffgaff should be compensating!!

newcomer

Even if it's not a monetary compensation for individual users, it should be something like a free goodybag/gigabag depending on the type of user?!  Even just a £2.50 one with a few minutes in it would be a bonus.

newcomer

Yes it was an inconvenience not being able to make calls and send texts on Friday, but these things happen. It wasn't giffgaff's fault by the sound of it, accidents happen. I think it's nice that they want to donate money to charity, they dont have to! Keep up the good work i think!!

student
Oh and anyone who wants compo rather than giving to charity should hold there head in shame and be booted out of the gg community for ever
newcomer
I've got a charity, my Back pocket association!
adept
I must admit I was stuck for a while without the phone working but assumed it was account related until I was able to log in later in the afternoon and found the real reason. A few payback points would be nice or some credit. But this is a different sort of company to most of them so they have a different way of doing things. I am sure they are sorting out their problems with infrastructure, I don't have any problem with them forking out some cash to a charity though if that's what they want to do. So long as they leave enough cash for sorting out the major problems that's fine.
newcomer
They should give to charity yes, and also give us some compo too. That's fair.
newcomer

I think the £ 10,000 should be made payble to Hypermobility UK and i can provide the address

 

newcomer

A very nice gesture, thank you - these people are more in need than we are of compensation.