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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

hi im not happy about this i lost a full day of phone calls lost alot of work through this !!! the only reason ur dontating beacasue it is cheaper for u to do so !!!

newcomer

hi malcx here. if as it says giffgaff is a network run by us then why are giffgaff telling us that as way of an apology they are going to donate some money to charity without first asking us. when this service was down it cost me alot of time money an effort to communicate and do my job as normal. so i think any compensation should firstly be offered to us for the losses we have  encounted before you go giving our money to charity. in this economic climate iam  struggling to give birthday presents to my own never mind donations to  others. if  its our network then its  our money so consult us first.

                                

                                                    respect mx

newcomer
I am very irritated by your 'charity' idea. I believe you should firstly give us the chance to vote for how we want compensating. If giving to charity turns out to be the people’s choice then that would be more acceptable. Let’s have a simple opinion poll first and let us vote Y of N to the charity idea. If it's Y then carry on, but if it's N then you are going to have to offer something more acceptable. I already give to charity and it feels like you are using my loss to gain positive kudos for your brand. I am a freelance cameraman and I could not contact a client to confirm work availability. Consequently I lost £250. If I screwed up for a client I would have to compensate them directly, redirecting their loss to a charity would not be acceptable.
newcomer

I think the Customers Should be Compensated dont get me wrong yeh GiffGaff can give to Charity if they want and still give us some sort of Compensation but i donate money via direct debit to my charities.Its just a scam for  Big Companies like GiffGaff to get Tax Relief on Donating to Charity so really they are making money on our LOSS of SERVICE.They wouldnt get Tax Relief if they credited the customers. So really GiffGaff just saying "We've had your money now lets get more by claiming Tax Rielf". its beyond a joke 

I appreciate the thought about donations to charity, but really there should be compensation to the individuals who were massively inconvenienced. I was running a weekend training event and it was pretty embarrassing that my phone wasn't working and I had to use my PA’s phone the whole afternoon to coordinate people. I am not totally sold on giff gaff and after this I am seriously considering going back to my old provider.

beginner

Half of the pre-selected charities have multi-million incomes. As always cancer, and animals tend to get the lion share of donations in the UK.

 

Leaving http://esuk.uk.com/ is not listed as a registered charity on the Charity Commission website, supplying free anti-suffocation pillows, and the donation would supply some 222 pillows, and maybe require them to register with the Charity Commission; then there's the www.theairambulanceservice.co.uk -- the latter though a registered charity has no working website, and was registered in December of last year. And then http://www.addisons.org.uk/ who's declared income was in the region of only 40K for documents submitted to the Charity Commission in 2009.

 

I would have prefered a choice to be honest, £10K can make a huge difference to some charities, it would have been nice for GiffGaff to ask if we wanted that.

 

Still though these things happen, I was surprised there were not better contingency plans in place, even if it was a system limited to VoIP for voice calls, and investing in some better contingency planning to prevent a full outage happening again would have been more, acceptable an apology to be honest. Rather than a 'we're v. sorry and to make up for it we're giving some of YOUR money to a good cause' posteuring -- which actually grates a little.    Unless this £10K is coming out of Telefonica O2 executive Christmas bonuses.

VOTING

 

For those having problems with the vote:

Make sure you log in or you can't access the vote option - all you will see are the top five nominations.

 

Took me a while to figure out - Doh!! Smiley Happy

dabbler
Let's face it people no one solution is going to fit all and make everyone happy. It's a bit off the wall the money going out of the people's network to a charity but better that than a derisory amount ending up on my credit, for lets face it something GG had no control over. It's the best of a bad situation and although a lot of people were put out lets all move on and continue to make this the best people's network out there.......if that's someing you don't want to do that's your choice the goodybags don't discriminate against anyone but please stop the moaning now it's done, dusted and over with. Whatever your stance loving the passion shown on all sides and again fro the 7 networks I've been with none has this sort of forum feel and quality or people!
newcomer

Well these is going to be some happy people when they recive the £10000 ,good on you giffgaff,,

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novice

im not happy about this i lost alot of work on friday also alot of bids on ebay ! the only reason ur donating is because it work out cheaper for your selfs and i would not call this "making it up to us " coustomer service need sorting out big time !!!!