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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
Nice 1 giffgaff that's a lot of money to give away
abx
trainee

I don't expect money or a refund from giffgash, just some free minutes to make up for having to top up other mobiles as a backup etc.

 

This donation is a bit of a cop out. As well as being a cop out it's like "we are giving £10,000 away to say sorry to our customers for being inept"... great advertising plan.... :smileylol:

 

AT LEAST put it to a vote... Free minutes OR money to charity etc.

beginner

A charitable donation means nothing to me. Not charity in general but I mean what are the chances the charity I would want to donate to will get picked? Slim to none as it's not even bloody listed as a choice.

 

A 1 day extension on everyone's current goodybags would make up for 1 day loss of service.

novice

"Really sorry I lost some of your money, Bob. So, by way of apology, I'm going to buy my wife a box of chocolates. You get to pick the brand!"

 

That's basically what this 'apology' amounts to. ;-) Don't get me wrong; I'm not demanding I'm given money, but this charity donation is being dressed up as something that it really isn't. But anyone who criticises it will look 'mean' and hence it's a good tactic I suppose. 

newcomer

I don't particularly care about charity, I'd rather you jokers added an extra day to my goodybag for the day I missed out...

:manfrustrated: 

newcomer

I can't believe how greedy and selfish people are. GG is a new network, its pioneering and breaking all the old rules. I had my first mobile in 1995 and remember how wonderful it was to be able to make and receive calls away from home. I was equally shocked at the expense and  was nervous to use it!

 

For the first time in my mobile owning life I have not had to worry about cost since I joined GG. I pay a tenner and that is it. I'm covered for all my calls and my family are on GG too so we call each other for free. It reminds me a bit of the days of Mercury 1-2-1 in London where some of my more canny friends got mobiles from them and not Peoples Phone (Vodafone) like I did. They had free evening calls within the M25 and were constantly chatting away on them. Their were problems with heavy usage and sometimes you couldn't get through and they ended up being called 1-2-no one

 

This is the first major outtage GiffGaff have had and considering they are such a good value network with free GG to GG calls its amazing that this has been the only one. I think they are quite upset about it and will strive to make sure it doesn't happen again.

 

As for donating £10K to charity, I think its a lovely idea and in the spirit of GiffGaff. 

 

Don't listen to the whingers, some people are never happy!

newcomer

I like this a lot. Donation to a charitable organisation plus the way people are kept up to date isexcellent stuff.

Well done indeed giffgaff (and don't listen to the greedy)

Very bad customer care!!! You charge the same rates as Asda yet don't pay staff wages like Asda do. I have already ordered my Asda sims for myself and family. Giff Gaff should have invested its PROFIT in its infastructure before things like this happen rather than after the fact. . I am amazed that this is the best Giff Gaff can do for their customers!!! It is not even for the customers!!! Very bad service!!

trainee
I for one am not impressed with the suggestion of a charitable donation as compensation for the outage, like many others i use my phone for work. i lost business and recieved negative comments regarding my communication. many others lost contact with family during the school run. I give to charity and am all for being charitable. However, in this case a lot of giffgaff users are out of pocket, at the very least i would expect an extension on my goodybag of a day to make up for the day i lost and paid for. A tax deductable donation sounds lovely but does nothing to repay loyal customers. i love giffgaff and always recommend it, however i think that priorities are a little skewed on this matter. Im not being greedy by all means donate. but give me my days loss of service as an extension.
novice

On another note I see so many people on here saying get over yourselves... well, why should we? Giff gaff and their supplier did not take substantial steps to ensure the systems they had in place had reliable backup systems. Think about all of the customers who had family in hospital, or all of the people who are struggling to find a job and had a phone interview on that day... or less serious but still important - the people like myself who check in using their iPhone apps at the airport - they would have been exposed to £10/hr airport internet fees, or even a £60 printed boarding pass! 

 

Giff gaff failed us for 8 hours, they did communicate well yes however making false promises saying 'we'll make it up to you' is unacceptable. I don't have a problem with charity, but surely giff gaff have internets to keep their customers happy and from the looks of it, only a small margin are happy with the £10,000 donation which is a small investment for a mobile network like giff gaff.

 

I've only been here for about 2 or 3 months and yes on the whole things are great - had minor outage when transfering, paid ridiculous rates when abroad (vs. other networks who have set plans or packages for travel) and find the whole email an advisor a little slow. Although the main reason I'm here is to save the £50-60 per month on data usage I was paying elsewhere - so if things go well, it saves me a few hundred pound annually. But if things don't go well - we have no customer service and no reliability that the network will treat us with respect when dealing with problems.