Get Help
Community

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
Why should they say they are donating bet they ain't donate few pounds and keep the rest for them selves we pay for the service we basically run it if u want to donate u donate indvidually with ur own money we was affected not charity companies give customer free goody bag for month if two
newcomer
People should be reinbursted for the inconvenience atleast and if any thing compensated , shoudnt even be a vote?!
novice

im checking up on this matter as they are breaking there own contract with coustomers that have payed for this service !!!

contributor

MBORC covers them @ p91gvmadam

 

13.   Matters Beyond Our Reasonable Control

If we cannot provide the Service to you because of something beyond our reasonable control, we will not be liable to you for this.

newcomer
Charities don't pay the bills. Give us another day back!!!!!!
newcomer

they say things happen for a reason black friday

newcomer

So we the customers were inconvenienced and the nominated charity benefits, so that's giffgaffs way of making it up to us.

I DON'T THINK SO.......

novice

I am going to look a great deal into this as this is discusting  10k dontation is a joke as when we all lost out as we have payed for 1 month goody bag and we are down 1 day !!!

newcomer

Am i really reading this right? Your customers who buy regular top ups and keep you going, lost a whole day let alone stress of not bein able to use our phones for anything with stress of not even knowing whats going on... And you want to donate to charity? This is not right and upsetting to see customers mean nothing to GIFFGAFF as they cant even offer all those who had credit to use on there mobils the friday we couldn;t We my self and others who top up goody bags lose one whole day so we get 1 less day due to not our mess up... If you got 10.000 pounds to waiste be my guest but your need it for your futcher if you want to continue doing well ... And answer me one question why cant your customers come 1st all of us recieve 5 or 10 pound free air time after all its the least you can do after friday its not our fault... Please be kind enough to take in my points as i was a very happy customer and got loads of friends to get on giffgaff and if i dont get anything to say sorry like a good will jesture im off and go where else alot of my friends call me for free as im popular so no dout they move too if i do ... thankyou for reading im looking forward to a reply Regards Suzanne wythe

newcomer
It's frustrating that compensation is expected for everything that goes wrong. These things happen! I'm a new customer and thought that GG dealt with the outage superbly. I didn't expect any recompense at all so a donation to charity was a great suprise and a superb way to apologise. This gesture has made me more loyal, not less. Good work GG!