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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

CHARITY---SCANDAL

newcomer

I think its a great idea look so what if we don't get our money back i meani t was one stupid day nothing much if that worth complaining thats sad i mean gg is a great network and yeahit had a hick up but no the less its still good 

newcomer
Let's be clear, it was NOT a one day problem. It started Friday and went on to at least Monday evening. As for all the comments similar to "it had little impact on me so wasn't a big problem, blah, blah"... grow up, you're not the center of the universe, it had a big impact on others.
newcomer

look all i no is giffgaff **bleep**ed up on friday, as a customer i should recieve £10 because u are offering it anyway, i give hand to hand to any cause i feel i should give by person not through a charity as i dont no wat u lot do wid the money,

newcomer

 charity scam
 

newcomer

can i have some money insted lol but a good cause is worth it also..


gaffer wrote:

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.  


 

newcomer

There are lots of comments about compensation due to the outage and lots defending Giffgaff.  Although I don't agree with a compensation culture I wondered if those people defending Giffgaff are aware that it is a wholely owned subsidary of O2.

 

In other words as one of the biggest networks in Europe it does have a duty of care to provide us with a service and unfortunately for whatever reason they failed to do so.

 

I would expect a company the size of O2 (Giffgaff) to have the right levels of contingency in place to deal with power outages.

 

I am disappointed that they failed and annoyed that I am still not able to fully utilise their services 4 days on.

 

I don't want compensation, I just want a business of this size to do the right thing and invest in the technology and systems so that it works.

newcomer

GiffGaff... still no response about compensation. Anyone think this thread will be locked without any official response about compensation. Place your bets.

newcomer

Good for giffgaff. According to the press being careful with infrastructure design, means a potential loss in resilience, but far lower costs. I suggest they should be applauded for careful use of customers money, and the reported solution of free calls while they bring it back online means that some have already been compensated!

 

Keep it cheap and cheerful, rather than expensive and how can I reduce my costs. 

newcomer

well the crap signal is happening again today i am really thinking of changing networks iv had enough like n yeah i agree with them giving that money to charity but they shud also give there customers something as it is us that is suffering not happy about any of this signal stuff at all and i will defo not be recommending anyone else to giffgaff