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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
Its good that u are doing charity work as tht much money but shudnt the customers have got something in return from the network failure which did cause a inconvenience for alot of people
novice

If we should be getting compensation from giffgaff because of a fault with their provider (note: their provider), then I am going to sue my local corner shop because Warburtons didn't make a delivery of bread and because Unilever didn't deliver the PG Tips tea bags so I could have my breakfast this morning.  That's an entire meal gone to waste.  The shop isn't at fault, just as giffgaff isn't at fault, the suppliers didn't come through, the suppliers let my shop down and they let me down, giffgaff's suppliers let giffgaff down and they let us down.  But who cares who pays, right?  We want our pennies back!!!

newcomer

Good choice I think, and properly in line with the community spirit of GiffGaff.  Well done.

newcomer

I'm happy for money to go to charity. What a day for it to happen though. I don't go out too often, but on Friday I was on a train to visit my elderly mother AND it was my birthday! I spent the whole day with her and completely out of touch with the rest of my family, trying to fight with all the settings on my phone thinking something had gone wrong since the latest update. It ruined my day! Thankfully everything was put right and I became one day older - well 3 days older now!

newcomer
How do us people know money going to charity really you might give tenner and keep the rest all I no u might be greedy people we ain't happy with this we want something back you cost me job loss on Fri we want free credit or free top up for next month not happy with this
newcomer

I agree with Kittya.  £10k is exorbitant for one outage.  It was a nuisance; I was at the Ideal Home Show but thought it was due to being inside with all the EMs blocking signals.  

 

Give all the customers an extra small goodybag or £2 credit on our bills and a smaller amount to a charity that is involved in educating people.  'You can give a man a fish and feed him for a day, or you can teach a man to fish, and feed him for a lifetime'.

 

I suggest Amnesty International - £3k.  Wonderful.

newcomer

Surely 02 would already have the resilient infrastructure in place. To run any business with all your eggs in one basket is a bad move.

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newcomer

No thank you.  I am a big girl and can make my own donations to charity.  I resent companies using my money to donate to charity on my behalf.   If you want to feel good do it with your own private funds.  

beginner

Everyone has the right to a opinion so here is mine.

 

Giff Gaff to extend peoples "top up date by 2 days" ( 1 for part day lost ) ( 1 or good will)

 

Giff Gaff to give to charities like, heart, cancer, childrens, amimals, homeles

 

i read some of the stuff over the past 4 days and i find it unbelievable that people are putting so much blame on Giff Gaff alone, you would get no compensatioin if your electric, water or gas went off, not even an apology but people accept this and get over it,

 

Fantastic job Giff Gaff and hope that we have a trouble free future.

student

Is this a fair amount? Where did it come from? How much money did you save due to not having to pay o2 for data and voice calls during that period?

 

Michal