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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
newcomer
Spend the ten grand you want to give away on " our " network improvements.
seer

I think we should all give it and rest now and leave GG to try and ensure this doesn`t happen again

 

 

I think the money should go to ummah welfare trust UWT they are 100% accurate
newcomer
NEVER MIND THE DONATION TO CHARITY, I AM ALL FOR CHARITY BUT WHAT ABOUT THE GIFF GAFF MEMBERS??? I, LIKE OTHERS, DEPEND ON MY PHONE FOR BUSINESS! I LOST WORK / BUSINESS THROUGH HAVING NO PHONE!!! HOW AM I GOING TO BE COMPENSATED FOR LOSS OF EARNINGS???
newcomer

I am in dispute with former service provider (02)and because I moved to Giff Gaff with my number i thought they had somehow 'done me in' finding out it was outage prob was good but not good as missed alot of important communications on the day!!

How is it that the Charities we can vote for are sort of pre determined? I work with small charities who i think are more deserving and definitely more in need of the monies-the whole thing is rigged and probably pre determined----not happy at all !!!!!!!! 

contributor

@ hooverlugs, did you not read giffgaffs t&c's before signing up?

12.2. We do not accept liability for indirect loss, such as loss of profit, loss of business, costs, expenses (unless such losses were reasonably foreseeable to both of us when this contract was entered into), or any other form of economic loss.

 

The amount of peple on these forums that use giffgaff as a business critical tool is unreal.  If your mobile is critiical to your business, get a business contract from one of the big 4, not rocket science is it?


aspirant
Sorry when all said and done this is a huge negative for Giffgaff 's credibility! I'm a fan of Giffgaff but was very embarrassed on Friday when all that had recommended had a go at me. Compensation to charity? The charities weren't affected by Fridays outage. The compensation OUGHT to go to the users affected.
newcomer

I say give it to Cancer research UK. I recently lost my Partner to cancer and think they need the cash to find a cure for a disease that takes thousands of lives every year.

 

Mutley

contributor

@ artexy do you have a £10 goodybag? 11p is the sort of money you lost.

beginner

So what your saying paddy, people that rely on their phone for whatever reason should not be with giffgaff? Well... I agree with you after this, the downtime on Friday was a huge screw up, unacceptable in this day and age. Then their pitiful way of trying to make up for it? what were they thinking? "Give some money to charity, they can't complain about that can they?" how wrong was that.