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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.  


There is 5 charities and £10000 why not give each £2000 then all those who vote for the charities will be happy. Unfortunatly, you can't please everyone.


not good enough. I lost a days service. I expect it back as a minimum. 


Will be looking to see if anyone else offers a £10 contract. 

Simply put as this wasn't GG fault te charity donation is a good idea I'd rather that than a few pence and the initial thread from Mike suggests they really are looking into what went wrong and how to prevent this happening again. £10,000 seems too nice a round number and if GG are due an SLA credit from the 3rd party I would like this to be added to this amount........unless the 3rd party is due to pay nothing as they may well have catch all terms and conditions for freak incidents ? Just my 2p

Yes, of course the outage on Friday was a nuisance but it didn't go on too long and we have been given an apology and an explanation, which is fair enough. I don't however understand why GiffGaff feel the need to make this donation to charity. It sounds as if you think you have to be punished. Do you? Will that do any good?

In principle I have no objection to giving to charity, quite the reverse, but in this case it seems odd, especially when it's not long after you put up your charges. And not long after you've been consulting on removing the unlimited data offered on Goodybags. Why, if you're doing so well and have £10,000 spare, are you not putting your charges back to where they were and offering some better deals? For example I am someone who is sometimes on the road and who lives in a rural area where the line carrying our broadband is sometimes damaged. I would occasionally like to tether my iPad but it's not allowed or alternatively I could use a sim in it but you have to pay monthly rather than when the data runs out.

I don't see any point in punishment, just try and make the service better.


Considering giffgaff took £19M last year, I feel £10K isn't much to them. I'd like to see them pay a bit more for this outage.


@wze336 .. not a traitor at all .. you fit well into my analogy of the whole situation below..

The compensation cries are typical of today's greedy society, and completely without foundation in my eyes, so to that end I don't feel that gg should need to do anything. It was totally unforeseeable.


Personal attacks seem to come very fast from little people behind big screens,,,,Smiley Very Happy


giffgaff pensioner
well didnt want compo.and didnt think gg needed to give either . but quite happy to see a charity benefiting
I'm up for charity work and all that but what the hell!!! Giffgaff is going to lose a lot of customers over this, giving just to charity isn't good enough... I'm sorry but giffgaff is actually saving money giving 10k to charity rather then compensating it's customers!!!

I think it's great to give money to charity however I don't think GiffGaff should have made the decision on behalf of everyone else as for some people not having access to a phone for a day can cause real problems

Instead I think that they should have awarded payback points so that individuals could make the decision about whether or not they wanted their share to go to charity. 

Takin the if i want to give to charity i would...