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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.  


It was one day.


ONE day.


I think it was really good of giffgaff to even inform us what was going on - which they did through every channel availabe to them (here, email, facebook etc). I don't ever recall O2 or vodafone being so open about any outages when I was on their networks.


I remember one incident where O2 data and calls were unavailable for the best part of 2 days. That was 2 or 3 years ago and I still don't know why.


I don't feel adversely effected by the outage, and if pushed I'd probably suggest an approriate amount of financial remuneration for me personally would be about 30p, which is a bit pointless really.


I'm happy they're lumping it all together and donating it to a good cause.


I'm sure the charity needs that £10k more than I need that 30p.


For anyone that feel unduly inconvenicnded by the outage, I'd suggest they step back, take a deep breath and remember what happened the last time they suffered an outage before joining giffgaff. I'll wager it was not resolved as quickly as this one, and that they were not informed as quickly and honestly about what happend.

Excellent :) Cant fault ya's
Well done giffgaff a major outage but you kept us informed. I am sure your continuity plans will be in focus more so now . Good luck and thx for what is an incredible service !!!

Many people were personally affected by the disruption in service.


Giving money to a charity is certainly not going to make me feel more positive about GiffGaff.


My suggestion: Appease GiffGaff users first, then possibly make a token donation to a charity


All giffgaff users deserve to be personally compensated for the lack of service.


As a gesture of good will GiffGaff should be giving people free minutes or even extra time on their goodybags.





think its a joke my partner is heavily pregnant and we both on giffgaff the aggro it caused us both and now your gonna make a donation to charity rather than keep all your uses happy think your network will start falling rather than expanding

What sort of compensation are people expecting?! I buy the £10 goodybag, and the service was out for just under 8 hours, meaning I essentially lost around 11p. Asking for £10 credit is a bit of a joke, although I do agree with a previous suggestion of adding an extra day on to bundles. It was just as irritating for me as everyone else to lose the service, but these things happen and no one should be 100% reliant on a mobile phone that could break regardless of the service provider!


Great idea giving the money to charity, and thanks for working to get our service back quickly!

I would rather you gave back something to the customers :/ yeah giving to charity is good :) but it's our money that could have been spent somewhere else during that day :/
top cat
Well done Mike and the giffgaff team! Fully support that course of action! Reminds me why I like giffgaff so much :)
Charity? Your kidding right? Use it to pay apple for the sim profile so iPhones work properly or pay your agents so they do a better adequate job. Charity begins at home and giff gaff is in need of it more than some charity. Focus of this company is off :(

I couldn't give a monkey's about being, 'out of pocket'.

Although, nice PR move.