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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
novice

LOL 

 

Love to see the money going to a childrens hospital like sick kids edinburgh 

 

Cheers 

newcomer
was it just friday?
cicerone

Giffgaff doing the right thing. I don't think individual compensation is really necessary for a few hours of downtime!

academic
I think that's a great idea!!! Well done giffgaff
newcomer

A charitable donation as compensation is excellent: I don't want monetary compensation for the outage, just genuine service improvements. 

trainee

Well GG, this is what you posted to my Twitter page:  


@ClaireUdall Once we're back up and running contact an agent and we'll ensure you're not out of pocket.

newcomer

with what happened to the young Footballer over the weekend, I think it would be nice to give some money away to the London Chest Hospital.

 

I'm still leaving giffgaff im afraid. Poor experience in my first week.

veteran

Charity is the ideal solution.  I for one am happy with it.  Smiley Happy

newcomer

What a great idea about the charity donation im very happy with that. BUT some people are going to spit their dummy out saying they want something im afraid. I would have thought that adding another day to peoples goody bags and adding minutes to the value of the goodybag they have would be a better option as people had paid to use them for the day and seeing as though most of the day was out I think something similar would go down better.

 

Don't get me wrong I don't mind I was happy to have a peaceful day for a change lol Wish it would have been yesterday my phone was doing my head in pmsl

governor

wow nice on giffgaff!! £10,000 is a huge sum that will benifit the charity sooo much! ....glad its going somewhere decent rather than all the moaning minnies who were expecting a years free supply of goodybags for an 8hr loss of network Smiley Indifferent lol!