Get Help

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.  


Doubtless 10k to charity was cheaper than individual reimbursement and saves you lot of work- also makes you out to be the good guys.

nice bit of PR but doesnt hold water

the outage meant we missed a call from my husbands grandma who is dying from cancer!!

Making a donation is a Brilliant idea! All those who expect compensation and think it's a waste to give it to charity GET A LIFE!!!!


It may be that O2, which of course owns and profits from Giffgaff, hopes it has got away with £10,000 (from which it will get considerable tax breaks).

There may be advantages in making a charitable payment rather than incurring the administrative costs of giving each customer perhaps £2 each. However the amount is paltry, and perhaps should be 20 times that- still less than one month's salary for O2's CEO. I am guessing Giffgaff has around 100,000 customers.

It might be possible to start some sort of class action against the company if it will not make a reasonable payment. The provisions of the Civil (court) Procedure Rules that govern such actions do lend themselves to very small claims, but not without difficulties. US law is much more adept at assisting consumers when cynical corporations attempt to avoid liability.

It seems astonishing incompetence that a single waterleak could bring down the network. Don't they have back up systems?

I personally find the whole "community" thing bizarre and patronising. This is a multinational company whose only responsibility is theoretically to its shareholders, and in practice primarily to its most senior employees. There is a great deal of naiveté among customers who fall for the "folksy" presentation. O2 may be no worse than its rivals, but it is little better either. I subscribe to this package because it suits my low use (though I use another phone for overseas calls, as these are a rip off on the Giffgaff tariff).


I think that it is great that a charity is benefiting from this and we get to have our say in where the money goes. Although some people are angry, but as they said they are a growing company and this will inherently hold some problems which will all in time be fixed. So a minor inconvenience for us could help save lives.


My vote is that any donation goes to a charity here in the UK such as Macmillan, Marie Curie or Barnados where we can actually see some tangible evidence of benefit. Too many charities seem to be top-heavy with admin and lacking on delivery so choose carefully

Nudge. Will keep doing this until we get an official response to your concerns.

Everybody should have been credited with one day extra service,people were inconvenienced because they could not contact their employers,client,babysitters,doctors,banks,etc,etc,etc.The minimum thing giffgaff should have done was credit everyone with a day credit as everyone lost almost a day,then after they did that they can give the charity that payment,the money to the charity was not a goodwill thing,it is purely an advertising ploy,a photo opportunity,I am really not happy about this,I think it is very dishonest


muslim hands


It's a poor effort by GG. But why should they care?