Our service outage on Friday.

[#1]

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.  

[#2]

---

apzzz79 wrote:

Car broke down, 2 children missed school 2 were collected late due walking as phone didnt work oh yeah I couldnt get to work. I WANT COMPENSATED, so do my two children. Shocking they chose to give it away after promising us something in their blag of an email.

---

How did the mobile network cause the car to break down?

[#3]

Some of the vitriol is becoming tedious in the extreme. I may resort to reporting posts.

And if I discover that "gfy" means what I think it means, then I'll revisit the relevant post.

Please show a modicum of sense and consideration to other users.

This is a forum, you're entitled to your opinion, but not to abuse other users.

Thank you.

[#4]

Glad for the Charities but we need any compaensation for all the damages we had and still have. We pay a service that is not working. today i´m still having problem with the internet conexion. not serious!!

[#5]

I'm all for helping charities but what about us? YOUR MAIN PRIORITY. . . apparently.

[#6]

customers should come first, i feel very let down :-( its seems giffgaff members dont run it afterall !!!

Donation to a charity is a joke!!!!

 

[#7]

The service outage on friday meant that the ambulance that was going to take me to the hospital could not get hold of me to tell me they were outside. I live in a block of flats so it wasn't possible for them to knock on the door. Consequently, I did not get to my appointment and i'm now house-bound with my broken foot for at least another week whilst they try to find me another appointment to get this non-weight bearing cast off. It was me that suffered from the outage, not some charity. I find it disgusting that we as users would be ignored when this happens. I hope this illustrates to some extent how disappointed I am. I now have to face another week unable to move around. Thanks.

[#8]

The service outage on friday meant that the ambulance that was going to take me to the hospital could not get hold of me to tell me they were outside. I live in a block of flats so it was not possible for them to knock on the door. Consequently, I did not get to my appointment and i'm now house-bound with my broken foot for at least another week whilst they try to find me another appointment to get this non-weight bearing cast off. It was me that suffered from the outage, not some charity. I find it disgusting that we as users would be ignored when this happens. I hope this illustrates to some extent how disappointed I am. I now have to face another week unable to move around. Thanks.

[#9]

Wow. Some people just seem entirely self obsessed. So your phone didn't work for a few hours. Emergency (999/112) calls would still have been connected so no loss of life or endangered customers. Every network has issues, giffgaff are bringing forward service continuity and disaster recovery upgrades and you're still paying less and getting more than the other networks. Put things in to context, thought we were supposed to be a community here... Good on gg for the donation.

[#10]

I maybe completely wrong but im sure i got paid 13p a couple of weeks ago for just looking through the community and blogs so why ive been reading the comments you have all put and whilst typing this message i have got my money back that i lost out on that day so why dont you all get of your high horses and let them donate to charities because i bet if any one that you no got ill (i hope they dont btw) you would think god i wish i didnt moan about gg giving that money to the charity in question. just my opinion.

[#11]

When service was lost, I was very worry about schools wouldn't be able to contact me if kids had problems eg illness, accidents etc. Also worry if I didn't see them at pick up time, what could I do as they are also on GG... I was quite angry at the time with GG but having read the above messages...yeah it's only a day, we all have faults, we all do wrong now and then. And if GG give out conpensation, different users on different tariffs eg different goodybags, will moan about the amounts being unfair. Give to charities can at least help us or our friends and families if we ever need their services.