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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
kingpin

I admit to being a bit green in matters mobile-related but I was surprised by the loss of service - since giffgaff uses the O2 network, I didn't realise that gg could go down when O2 was running normally.

 

However, I did appreciate the regular updates on Friday. Compared with BT and Tiscali, who have both caused me communication failures for longer periods in the past without making any effort to explain the situation, I thought giffgaff handled the problem very well. It's good to hear that they are now working to ensure that the network is more resilient in future.

 

I think the donation to charity is a great gesture, and far more worthwhile than a few pounds to each user. 

newcomer
As a customer who buys a goody bag monthly I think it's only fair that it's the customers who get compensated we r the 1's who spend our money topping up 4 full service if I wanted 2 donate money 2 charity I would do so myself I don't class a donation as fair compensation 2 us the customers .
newcomer
I have had some issues with GG however overall not that bad. It's great that they are giving this money to charity however as another member has said this is the easy option. For GG to only give £10,000 to say sorry to its customers when if the customers were to be compensated the amount would be much larger. For example say GG only had 10,000 members each of them top up minimum of £5 in one month GG have £50,000- I buy the £10 goody bag like a lot of people so the amount is greater. If GG really do care about charity and are not just looking for the easy way out then the amount to charity should be greater. I regularly give charity so anything extra is fab just don't rip people off in the name of charity do it properly.
newcomer

May I suggest to donate to macmillan cancer support? 

newcomer

Stuff the charity. Charity begins at home a lot of people missed out that day so therefore giffgaff owe the people. 

The way I see it giffgaff doesn't have a future it's just a fly by night operation.

1 thing giffgaff doesn't care about the customers as their should of been a vote or given some options ie like a few extra txts or mins. Giffgaff you suck!!!

newcomer

surely the LEAST you could do is credit us all with 1 days extra credit? and then give the 10k to charity ASWELL to apologise

beginner

Whilst I'm all for charity, I'd rather have the day I was out of service added back onto my goodybag. 

 

All those that want to shout GREEDY B*****D feel free.  I've paid for a service, I expect to get that.

trainee
Those complaining about people seeking actual compensation need to get off their high horses. A vast majority of us if not all (via taxes) give charitably. A Donation will be tax deductable and so it isnt really that great a gesture. Give your customers what they deserve, extend goodybags by a day to make up for the losses. though personally it wont make up for other financial losses it would be a far better gesture.
novice
Totally disgusting. You promised your customers you would recompense your customers for the outage and now you back fire on it. Totally disgusting. I hope the charity whom gets the money knows exactly the anger on here and how they have been given the money. Its like a fraud or con promising your customers something and failing to deliver on it. I am glad now just gave my pac to three mobile. Gg needs to see this is a huge mistake and everyone whom agrees I would just get your pac and go dont put money into something thats unreliable and goes back on its word. Pac everyone I say Pac.

It's all very well giving to charity - but charity aren't the ones that were left with practically nothing last Friday. Why not spend some of that 10K to give towards your users? 'Charity starts at home' right? And this is about as homely as it gets.