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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
Fridays loss of use for me has not devastated my life in anyway, I do not need compensation for it, we get a pretty sw eet deal with GiffGaff anyway in my opinion!! Plenty of charities are in much more urgent need of monies than we are in need of a few pence or points each! Get a grip on the greed people!!
newcomer
Indeed nice to see your making a effort for charitys..but also it would be nice to recieve some kind of compensation for the trouble caused.and I don't think im the only person thinking this.but great work though on returning the service.
trainee

I AM REALLY NOT HAPPY WITH GIFFGAFFS RESPONSE TO THIS ALL. TO THOSE WHO SAY WE ONLY LOST 30P IS NOT A FAIR REFLECTION. I LOST 6 HOURS WORK ON FRIDAY AS THE EMPLOYMENT AGENCY COULD NOT GET HOLD OF ME. TO BOOT ASWELL I HAD A VOICEMAIL WITH A PREMENANT JOB OFFER WHICH I COULDT GET BACK TO. DUE TO NEEDING AN IMMEDIATE START TODAY I HAVE LOST A JOB..

 

THANKS GIFFGAFF YOUR A WONDERFUL COMPANY NOT!!! I CERTAINLY WILL NOT BE RECOMMENDING ANY MORE PEOPLE TO THIS NETWORK IM CONNECTING LOADS OF PEOPLE EVERY MONTH FOR YOU AND THIS IS HOW YOU REPAY IT.

 

IM SURE UNDER THE SALE OF GOOD ACTS THAT WE PEOPLE HAVE A CASE TO GIFFGAFF AS WHAT WAS BOUGHT WAS NOT FIT FOR PURPOSE

novice

Gr8 idea, giving the money to charity.

it was only a few hours without a phone and gave me a great chance to relax !!!

 

beginner

Just to be picky, your link giff.ly/Fridayoutage only seems to work if you use a captial F - it doesn't work if you use the link giff.ly/fridayoutage.

newcomer
8hrs without a phone I don't find a hardship. A lot of people seem to think that mobile technology is a reliable medium. It simply isn't so when it's not there you have to work around it. Just like if the road was blocked due to storm or water damage (do you get compensation?) no you work around it. So I'm happy that I was able to work around the problems. The "compensation" wouldn't reflect the hassle. Show some compassion folks. Make sure that every penny donated goes to the benefit of those in need (charities run by volunteers? Not paid execs). For those that want their compensation then send them a 2nd Class stamp.

It would be better to either give the customers the money or to spend the money on backup. What if it happens again, we need a backup, it costs money so use this money not for a charity but on the network infrastructure itself.

novice
As others have suggested, wouldn't it be fairer to let your customers decide if they want compensation in the form of a donation to charity instead of telling them that's where the money is going? I for one don't think it's too much to expect our goodybags to be extended for a day, and it wouldn't even be compensation - you'd just be giving us what we've already paid for and are entitled to! I'm happy with giffgaff's service on the whole, but I WAS inconvenienced on Friday.
newcomer

    I for one do not agree with giving money to charity as I already donate more than enough, I don't know why you should not compensate us,your customers.

  Ive got 3 active sims with you so I would vote all 3 against a donation to charity and a compensation to your customers, I am therfore not going to vote at all for any particular charity but I will stop using one of my accounts and open a new account/contract with another phone company  so I never lose service on all 3 of my phones at any one time as this is what happened at the weekend..

  I am sure there are other users out there in giffgaff land that feel the same and maybe you will lose some of them also.

  I suggest you reconsider and compensate your customers that not only pay every month but also recommend you to their friends who will also be paying every month!!!

       Something to think about and consider.

 

There seems to be two camps here,those that want compensation and those that do not, However its not just a matter of lost service for 8hours or so, its about what some people lost, I myself will of lost work so have others judging by the comments, those of you that don't care and think money should go to charities obviously only use your phone for private use and you may or may not receive or make many calls, However my personal view is since giffgaff offered(we did not ask for it) to make it upto its customers I feel they should honour that statement even if it is just to extend everyones account balance by one day to cover their loss.

  I think an extra day is fair as giffgaff cannot cover our losses despite some people thinking they should,I think this view is by far the best and should please both camps I do not feel a charity is the solution as one charity will gain and what about all the others that do not receive anything?.

 

 I will still be getting a contract with another company so I should never be without a phone service again.

cjp
associate

How long did the outage last?  A day?  I was with Orange before I was with giffgaff and not so many years ago there was an outage for a few days, no service all at, no compensation and no donation to charity

 

Well done giffgaff on giving something ( I would have preferred "Help for Hero's" but you can't have everything)

 

It has happened, giffgaff have done a good thing, get over it already