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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
navigator

Altough giving to charity is always a good idea, taking care of your customers is also a good idea. We (or some of us) don't have a mobile phone to use if we are lucky enough or to play. Many of us like myself use our phones to work and being 8h without receiving a phone call on a working day is outrageous!

I have nothing against charity but I was expecting to see some compensation payed out to customers.

No matter how you do it... you will eventually loose customers and I am thinking in leaving as well. I cannot afford to be on a network that doesn't take care of their own customers.

This is not a question of money. it's the full idea behind it. You simply don't treat customers like that!!!

Other companies will get part of your customers I'm afraid and I'll be one of them...

GiffGaff is clueless about customer care and it says it all... you are just benefitting other people that should receive care in many other situations (christmas for example) and not when something like this happens! Smiley Mad

 

newcomer

 

At least we received an apology, you would not get that from other networks. The cancer trust or a childrens hospital for special needs, they are always on the lookout for donations, thank you giff gaff for the apology, I did not even realise that I had lost service till I went to text my hubbie in the afternoon and the text would not go through, knew something was up.

tipster

**bleep** charity, give us customers some free **bleep**.

newcomer

so impressed with giffgaff for this gesture, to all the people complaining its just one day of not being able to use your phone - no doubt you had other means of communication of some sort, all of your contacts were still accessible! good on you giffgaff for getting a major issue sorted so quickly and keeping us updated through the methods available at the time and even more so for making a donation to charity from which many people can benefit Smiley Happy

tipster

GiffGaff are a joke, lets show them we wont take their cheap joke of a gesture and leave. You should be looking after your customers, not charity, you only have yourself to blame GiffGaff.

newcomer
Hi, i tottally agree in charity however i think that if giffgaff wants to keep customers happy they should be thinking about us before others. As friday we all had issues with our phones which caused other problems, and atthe end of it all we pay for a service and when somethig goes wrong which before anyone jumps on the band wagon i am well aware that some things cant be helpes but maybe you should be thinking away of making it uo directly to us some suggestions could be a small amount of minutes to us or free picture messages or bonus points a good way tothink is the customer comes first. However well done on giffgaff for keeping us informed. Thansk kim
newcomer

I was just a Giffgaff Member, I use my phone for personal and work use. As my son's phone was out of action for hours last week.  I am glad I have just moved my service to Vodafone on contract. It may cost me more, but I am happy with the support and security. As Giffgaff is a Subsiduary of Telefonica O2. I think, they are the only one's laughing at this, as Mr Fairman well knows as a senior Executive of that company well knows

newcomer
It's dogma that your company wishes to dish out, that only proves to make your company much richer. Your signal is as good as your word......."Rubbish!"
newcomer

I think that this incovinience was a huge trouble seeing as that Friday was the only day i decided to go out ith mates!!!!

 

But as long as it's back up and running i'm oki!

trainee

If guesses elsewhere about giffgaff numbers are right, £10k amounts to around 12p per customer.

 

Not that much of a gesture.