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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.  


The Charity did not have disruptions WE the cusomers did, im sure that 10k can make you customers happy.

Can't even find where to vote, what a load of old #####!!
Fair enough its nice to give any charities 10k, but atleast give us some compensation? It was us who had to go through about 8 hours of having no texts, calls or internet on our phones. We should get something too, some people could have been in an emergancy or something drastic. And they aren't even getting any compensation for it. Get yourselfs sorted out.

A donation to charity is a great idea. Will have a look to see what the charities are in a minute. 


I love my giffgaff and I'm chuffed that its going to be better than ever.

I think yes it's great for charity, but charity begins at home doesnt it ? and I found Friday a real inconvience. I feel we should be compensated individually ...

lol, none of the people complaining have obviously been customers of BT or british gas! One day of a problem is nothing. My best mate had no gas for 4.5 months due to a problem with their supply pipe and yet they still charged her for a daily standing charge! I can't remember a 6 month period where i haven't had at least a day where my broadband doesn't work properly over the last 6 years - and i've never received any compensation from these guys!


These things happen, not very often, but surely it's not the end of the world to go without internet or mobile for a few hours! At least giffgaff acknowleged the problem and immediately apologised. I think the gesture to charity is nice and i will now try and vote if i can find the page!

Can I suugest a small donation to Life impact international- see

Just found the voting page. I have to say all very worthwhile charities but Macmillan is particularly close to my heart so i hope it goes to the wonderful people there!

I lost a £10,000 order because they could not hold of me. The savings I have made by using GiffGaff somewhat seem insignificant now!

oh that's right

what a great idea!

we caused loads of problems for people who PAID  for a service

I know.... we'll give a donation to charity.... that'l help!