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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

I cant be bothered to read all the previous posts Smiley Happy ... sorry, I also agree you cant really compensate all individuals so charity is an easy compramise, although if that small an amount would help i would rather it was invested internally to build a more secure infrastructure

newcomer

I would like some compensation. When I signed up with Giff Gaff I expected to be able to use the service whenever/wherever I am. I understand entirely that things can go wrong but I don't think it's fair that there is no compensation for customers. I already give to charity so I don't need a phone service that I'm paying for to start giving to charity aswell. Ultimately, Giff Gaff is a company that is there to serve its customers and to deal with technical problems appropriately. Perhaps a few pounds extra credit wouldn't go amiss. Not having my phone work on Friday was a genuine inconvenience as I was travelling across England and needed to contact people once I had arrived at my destination. Giff Gaff this is not good enough, I appreciate you are trying to play 'the good samaritan' but that is not your role!

beginner

Sorry charity? Charity? CHARITY? That is all well and good except...

 

Who cares about charity???? WE were the ones without a SERVICE!!! CHARITY BEGINS AT HOME! Makes me want to go elsewhere....

newcomer

Tigerlingers, I'm also disabled but would never use the fact to prove a point. I too rely on my phone but the loss of service was not anyones fault directly so I have nobody to blame. Think about how this donation will help others less fortunate than ourselves and be happy in the knowledge that we are all making this possible.

trainee
Wow, there are some bitter fools on here! I was inconvenienced too, and it was a pain but I got over it. It didn't impact my work so I would have been happy with a day or two added onto my goody bag but the donation to charity seems like a good idea. If someone, like the taxi driver, genuinely lost business then make a formal complaint and demand a solution. I'd bet most of the whiners were simply inconvenienced for a few hours. My main expectation is that gg learn from this so it doesn't happen again. Shouldn't the backup server be completely separate from the main one ie in a different building! I'd suggest more backups too. That was your chance gg. I doubt I'll be so understanding if it happens again.
newcomer
This is not acceptable. I guess there were hundreds of people who had problems at work because of this. I missed very important meetings and calls due to this and I even paid out £15 to get a shop to put setting on as I thought that was problem. I'm really not happy about this. Yeah it's good you want to donate money to charity. But every other company want to look after there customers as they are the most important priority!!
newcomer
Good idea, even though this was not GiffGaff's fault. Gracious of you. Thank you for caring.
newcomer

Bottom line, Giffgaff let US, the customers down. Giffgaff should reimburse US the customers. Check on previous usage etc and apply a credit accordingly. 

Also what about our goody bags I bought mine for a month, not a month minus a day, are these being automatically extended?

No big deal anyway as Im applying for a number port out. As a customer I need to feel valued, not belittled.

newcomer
great cause
newcomer
Car broke down, 2 children missed school 2 were collected late due walking as phone didnt work oh yeah I couldnt get to work. I WANT COMPENSATED, so do my two children. Shocking they chose to give it away after promising us something in their blag of an email.