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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
Nothing against charity however I really don't see how that makes up for a whole day where I had no orders, or contact from my customers. There should be some personal compensation. Even if it was just a £5 goody bag.
pjr
mad scientist
@ leonaclarke Landline? Public phone box? Mates phone?
beginner
For those who say if you need a might need your phone for anything important then migrate to a more reliable service... Giffgaff do claim it's - "A better way to do mobile We work in collaboration with our members to give you a better service to give you a better deal" On the topic of compensation, not sure if anyone has mentioned this already but it's maybe worth pointing out again, giffgaffs Terms & Conditions state "7.2.7. giffgaff are not liable for to you for any loss of income, business or profits, (whether direct, indirect or consequential and including loss of revenue or profit) or for any loss or data in connection with your use of this service. 7.3.7. giffgaff shall not be liable for any direct, special, indirect, incidental or consequential damages (including, but not limited to loss of use, data, profits or business interruption) arising in any way out of this agreement, however caused and whether under contract, tort (including negligence), strict liability, or otherwise, even if giffgaff has been advised of the possibility of such damage. However all other UK based networks have similar T&C entries regarding such events. It's the standard disclaimer (or get out clause for us sceptics) Also on compensation - make enough posts on the issue and you'll get it in the form of payback...
newcomer

Giving to a nominated charity and making it £10,000 is a great thing to do. But let me ask, is this the ONLY think GiffGaff is planning following the disastrous outage on Friday, which inconvenienced a very great number of people. I dont know how many customers you have, but let's say its 10,000 (Im sure its many more than this) that works out as £1 per customer. 

 

If Giffgaff was to provide somekind of additional compensation for its customers, I think £10 should be the absolute minimum, because it was extremely difficult for pretty much most of the working day on Friday to have a phone that only took incoming calls. 

 

On this occasion, charity begins at home - with your loyal customers!!!

newcomer

Who made the decision  to donate  to charity  because of the  outage 

 

I was left  with a mobile  that was showing  full bar signal and showing 3 G status  ...wondering why  I could not call / text or email . Unaware  of the outages  as had no communication 

 

I have a few  friend that  I recommended to  Giffgaff  lately who are calling me every 

 

What are the users getting  for the inconvienece  of  absolutely  no communucations for best part of  day 

 

 

Thanks 

beginner

As you would read on page 91 I'm not for compensation to users of any kind. It was 8 hours or less get over it. If you cant there's loads of choice out there, if you are willing to pay £45 for 1000 free mins like on orange etc.

 

BUT

 

Lets not get all excited about the 10k donation. Lets not forget that the 10K is fully tax deductible against corporation tax if paid gross and to a registered charity. Hence the 5 options. It will not cost GiffGaff much.

 

But please lets put it into prospective...........8 hours cant make a phone call...........wonder what other much more terrible things happened around the world in those 8 hours. 

newcomer
Away for the weekend, relying on my mobile, still getting lost txt msg's yesterday. *I* want compensation! No, I don't care how much you give to charity.
beginner

So where do we vote... Is it just here on this blog ? Smiley Happy

Why is it with people, first they moan about the outage on Friday and then when that is resolved they just moan about the fact that giff gaff are giving £10K to charity and not to them.  Get over it, it was only for 8 hours or less, yes I was inconvenienced but I joined giff gaff from 02 and with them (even though giff gaff run on 02) i have lost connection for up to 3 days on occassions.  Giff gaff offer so much for the cost, if you want more then pay more and go to orange or 3.  Keep up the good work giff gaff.

newcomer

Lovely to see Giffgaff's largese in offering £10,000 to a nominated charity. Seems a brilliant idea. I'm all in favour, my nominaion with be TEAR Fund, they operate all over the world and work alongside local partners to bring relief aid to poor and struggling communities. 

 

At the same time, how about GiffGaff providing all its customers a £40 voucher for airtime or goodybags, as a way of saying sorry to the many thousands of us who effectively lost a whole day , having no working phone through Friday's outage?

 

I see you\'re offering similar vouchers for Wine (which I don't need) and other goodies (also unncessary) But my phone is a vital tool and im sure that's true for all of us who rely on giffgaff. 

 

You must have contingency funds for this, especially as your parent company is the might 02. I think the very least giffgaff can do to say a proper we're sorry to its customers is to provide us with something we actually NEED.

 

Now THAT would be a very welcome surprise!!

 

What do others think??

 

#charitybeginsathome #compensation #sorry #reallymeaningit