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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
aspirant

@Gaffer, Why didnt you ask the users for input on this?

 

Has the 3 party paid any Compensation to Giffgaff, if so what amount?

beginner
I cant believe this is happening.we THE CUSTOMER have lost out for a day.So to say sorry your giving money to charity.you made a lot of money for that day.yes it wasnt your fault but it wasnt ours either giffgaff.we should at least get free credit or something
chaperon
Good call I think it's a top idea as long as it goes to charity's that need it thumbs up Giffgaff welldone
newcomer

How many giffgaff members are there?  How much per customer does this donation represent?

 

I am guessing there must be some 100s of thousands of members, in which case this 10,000 is a pretty paltry amount compared what should have been refunded for loss of service for a day.

newcomer

Absolutely ridiculous - you must think GiffGaff users are stupid. Everybody knows that charitable donations are tax deductible so as a company it costs you nothing - the only people that lose out is the taxpayer. Your complete meltdown on Friday cost a lot of people a lot of money - flooding was certainly foreseeable and you should have taken precautions to prevent this happening. As it stands you may be subject to legal action or at least a review of your telecommunications licence. The very least you can do is compensate your users - I would suggest that those on a goodybag are automatically extended by 1 week for the next renewal and those on ad hoc top ups get 10% extra on all top ups for the next 14 days. That way the company pays and will perhaps learn its lesson to be more cautious in its planning. At the moment it seems one fiasco after another - first the Blackberry roll out balls up and a few weeks later this - come on GiffGaff - get it together surely it cant be that hard to run a mobile phone company after all Tesco do it from Bangalore!!!!

beginner

It's great that it goes to charity but we (your customers) lost business because of the outage so we would very much like some "donation" ourselves.

novice

I don't understand you guys. Problems can happen. They solve it quickly! I don't thinking to leave the GG or something like this. Don't go crazy guys! I just really don't understand WHY a charity get money when I couldn't use the service which I payed for!

newcomer

I have been without service since Friday - my goodybag expired on Friday... So I suffered the Friday outage thenI had brief service before I got cut off...! I tried to queue up my goodybag since 6 days ago without success. Throughout this whole period I have been in touch with 'agents' who are all very sorry to hear of the issues I have experienced... I was told on Friday by an agent that my problems were due to the outage and I was pointed towards the outage thread as 'resolved' - but of course they were not! Have finally (just now) been able to buy a goodybag... Since Friday I have been without a phone - if this were the first case like this I would not mind - but I had 3 days of personal outage in January with exactly the same issues about not being able to buy a goodybag... Now I admire any donation to charity however in this instance I would much prefer to hear that proper  investment in backup systems is under way... That a system is put in place that does not automatically cut you off when you are unable to buy goodybags (when raised through an agent etc)... That a system of compensation is put in place such that when you cannot buy a goodybag GiffGaff can tell you to buy normal topup and you will be credited the goodybag when the issue is resolved. That there is a commitment to improve customer services. But I have heard none of this... Charitable though the GiffGaff donation is - in no way should this detract or excuse the issues here... Making a charitable donation will do nothing to improve service - that is what most people will want... A service that can be replied upon not to break every couple of months (whether this be the service itself or the single point of failure website interface for topping up!)...

 

newcomer
Donate the money to me instead!! Only joking. But i do agree that people on giffgaff should be given an extra months goodybag for free or something. Instead of giving the money to charity. But, if not.. It should go to cancer research!
contributor

@ dj_nutter you don't have a landline?

 

Every other person on here has lost money/business due to the 8 hours downtime.  If your mobile is a business critiical tool, then get a business contract.  Hardly rocket science.

 

Mistakes happen, the donation is a good gesture.  I just want to know that precautions of now been put in place so that an event/incident like this will not happen again.