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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.  

how is givin money to charity making it up to us like u said in the email.... however what charity is it goin to can it go to a cancer research that b great
@stephenmillar sorry to disagree with you on this one. But if someone phoned up tescomobile ireland up and complained about the outage and what it cost people do you think they would say well due to it we are giving a charity of our choice example for donkeys or something 10k due to it. People would be furious. Of course they would try to maintain and keep there customers with some sort of gesture of goodwill to keep the custom and not want to leave. Like i said this is only to go down like another lead balloon with decisions being made.

How much compensation were you people expecting?  If you missed a phone call that cost you gazillions of pounds in lost shares, why are you on giffgaff, you should have a dedicated business contract (which will cover you when things go wrong).


On a £10 goodybag it's about 33p a day over 30 days.  The outage lasted 8 hours (or 1/3 of a day), 1/3 of 33p is 11p.  How would you lot moaning like your cash?


Great idea giffgaff, even though I'm very critical of you over your "unlimited data" .

however great gesture. 


I think donating to a charity is a noble move but that doesn't do much for us customers who were denied a service we actualy pay for.

I'm self employed and my mobile is my lifeline.

WE should be compensated.


@Zippy You have your opinions and I have mine Smiley Happy


@ doogman 

If your self employed and your mobile is your lifeline you should be using a dedicated business service.  Giffgaff has t&c's to cover them against this.  You only have yourself to blame. It's harsh but true 

10k by anyones maths to charity or not to charity is simply not enough. Complete network out how many customer does gg have around 400,000 thats not even 3p per customer.
I agree lack of service was an inconvenience, however that's all it was. I agree Giff Gaff should compensate some how, and these charities save and drastically change peoples lives. So stop being so selfish people. The relatively small compensation each member would recieve is far better put together and paid towards a worthy cause - making a real diference, far more than a pound or two credited to your account will.

In and ideal world an ideal world.

But an ideal this world is not..wake up and smell the coffee.

If i could afford to run 2 phones and have one as a dedicated business phone do you not think i would be doing so?



I think its a great gesture by GG. I have not lost anything due to the problem and I would not rely totally on my phone to run a business if it was that important to me.