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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

I totally fail to see how the service outage, and the effect that it had (or did not have) on customers is in any way related to making a charitable donation.

 

Does this in some way say "sorry" to your customers? No.

 

However, it will be tax deductable as a charitable donation.

 

In Giff Gaffs parlance, "nice one". 

newcomer
Well done. This is a great idea!
coach

Wow, just wow! Would the pennies you all think you are due really make that much difference to you? Get over yourselves!

newcomer

lorros charity

 

dabbler
Today's ambulance chasing society it appears is alive and well on GG. Be proud of yourselves you compensation hunters and call me on 0800 no win no fee for representation in getting you back your 11p for the outage lol. What a sad bunch you all are demanding compensation remember this is the people's network not screw the big guys they got loads a money. To put this all into context I have been with 7 mobile providers and I can categorically say none of them, following an outage, has donated any money to charity but they do sponser a very expensive F1 team and own a big tent on the Thames.
newcomer
What's the point in giving it to charity... Did they go through the problem... People who use giffgaff couldn't make any calls or send any text... I was one of dem... I was furious that day.. Couldn't tolerate this behaviour at all yet kept quiet... Coz giffgaff doesn't have customer service... I felt like stuffed... And by donating £10,000 to charities will only flourish gifFgaffs name... How is it going to help us customers... The email that I got said giffgaff will b doing something tO make up with us and not do something which will not benefit us... Therefore try an compensate customers and not glorify giffgaff...
beginner
Surely the least you can do is give an extra day for those with goody bags?
trainee

While the charity donation is a good idea, it still doesn't address suitable compensation for individual customers.

 

Alongside the donation (or instead, if it costs you too much), I think you should extend everyone's goodybag for 1 day, or credit everyone's account by, for example, 100 points.

 

Personally, I was a wee bit fed up with the outage, but I knew it was beyond your control. If I was in the mood to press the point, I would demand more than the above, however, I think my suggestion is a suitable goodwill gesture to all affected.

 

I strongly recommend that you do something for the individual customer. To be honest, more people than care to admit it could care less about charity, in a time when purse strings are tight.

 

Over to you.

newcomer
Stop moaning, it's over and done with now. Giffgaff gives us a great deal and it wasn't their fault for the outage. I don't care what charity gets the money because People who really need the money will benefit from our one day loss. Well done Giffgaff for the quick fix.
newcomer

I think it's a fantastic gesture of GG. The me me me brigade should remember like most other companies they need not have done anything. The constant updates were also very much appreciated.