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As Mike mentioned this morning in his blog, we want to share with you some further technical details of the outage that occurred yesterday.

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After last Friday’s outage this isn’t a blog I was expecting to be writing to you. I’m sorry to say we experienced a further network problem yesterday affecting calls and texts from around 4:15pm until service began to resume from 8:00pm. Investigations continue into the root cause but I didn’t want to wait for this to conclude before I shared my thoughts on the matter.

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Following last Friday’s network outage I wanted to share my thoughts on what happened and what

will happen next.

 

Firstly please accept my apologies if you were impacted. Our aim is to always give you the best

possible experience and it’s really disappointing when we come up short of that.

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At about 4.30pm on Friday I’m sorry to say we had a failure in one of our network switch signalling

processors which routes charging requests for calls, text and data. It meant that members could not

make or receive calls and that text services were intermittent.

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Pleased to report in July's satisfaction survey, members gave us the highest satisfaction score so far this year... 

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As you know, earlier on this month we reduced the prices for calls from the UK to over 220 international destinations and some prices dropped as much as 98%. Since then, there has been an increase both in the number of members who are making international calls and also the volume of calls that those members are making so we’re pleased that many of you are now getting more from your phones on giffgaff.

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Following the earlier announcement from the gaffer that we are working on a project to start selling handsets and the first of our three handset challenges, we have seen a number of questions from members who would like to know more. Here we do our best to answer your questions.

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As the (relatively) new Member Experience Chief here at giffgaff I’ve been keen to make my blog debut.  With Project Chrysalis coming to an end, it’s a great opportunity to highlight that work on improving member experience definitely hasn’t.  There are more improvements to come but in the meantime I’d like to share some of the measures we use to check things are heading in the right direction.

 

More below...

 

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As many of you will know from our Community Consultation at the end of last year and our previous Mobile Internet update - at giffgaff we have been working to make sure that our network resource is being used as efficiently and fairly as possible, so that it’s delivering the maximum benefit to giffgaff members and allowing us to continue to grow in the future. We are doing this through data traffic management and the approach we are taking is to minimise wastage and illegitimate usage on the network.

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As promised last week, our International Calling price overhaul has launched this morning with over 220 price reductions and an average price reduction of two thirds. In addition, we have changed the price of sending an International text message to anywhere in the world to only 8p.

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