giff gaff network problems

savemoney

In Jan they paid my OH compensation for not being able to top up goodbybag and her credit went down she doesnt make many calls

For some reason despite not making any calls yesterday and having a goodbybag just started last week her credit has mysteriously gone down

She was only just able to use her phone around 6.30pm last night

visidigi

rwalton159 wrote: »

GG have a problem outside their control, they post constant updates on their website and sent 2 apologies to my wife, daughter and me last night.

This forum is full of stories of bad customer service and poor customer care. I think GG did all they could and communicated better than any other Company I have come across.

Why should they pay compensation when the fault did not lay with them.

I really do despair with some of the comments on this thread. If you don't like their product then leave them and go to one of the more respected networks but pray tell me which one is better.

Absolute rubbish.

Its totally in their control and its totally within their remit to ensure they mitigate all potential scenarios of failure. The fact they had a single point of failure underlines the minimal investment in its own system infrastructure and design.

Saying they kept everyone up to date so it should be 'a-ok' is totally laughable - they have a responsibility to their customers to provide the service they promise.

Any company saying in public 'we have no idea when text services will be back' shouldn't be in that situation in the first place!

That is the point, failure is entirely down to the system design, and the failure of their network in this scenario is down to the failure of thier own business - how you can possibly excuse that is beyond me.

rwalton159

visidigi wrote: »

Absolute rubbish.

I'm a realist and you're an idealist!

You'd have been ready for the Japanese earthquake, BP oil leak and world economy going pair-shaped and had a plan then heh! Cameron needs you, so get down to 10 Downing Street!

Over the years I've paid all manner of companies for services i.e. utilities, insurance etc etc and GG are better than most at being able to communicate and sort issues.

Sometimes things happen and at such times it's what a Company does and how it handles the situation that matters to me. If they fall short I will complain, however, if I perceive that they have done all that they can to sort the issues and keep me in the know, then I will support them.

Do all people posting here negatively use GG anyway?

savemoney

Well GG seem to have refunded my partner now for losing some credit even though she didnt even use phone. It appears she is in same position as day before just before outrage.

visidigi

rwalton159 wrote: »

I'm a realist and you're an idealist!

You'd have been ready for the Japanese earthquake, BP oil leak and world economy going pair-shaped and had a plan then heh! Cameron needs you, so get down to 10 Downing Street!

Over the years I've paid all manner of companies for services i.e. utilities, insurance etc etc and GG are better than most at being able to communicate and sort issues.

Sometimes things happen and at such times it's what a Company does and how it handles the situation that matters to me. If they fall short I will complain, however, if I perceive that they have done all that they can to sort the issues and keep me in the know, then I will support them.

Do all people posting here negatively use GG anyway?

How can you compare an act of god to running an entire phone network off a single source.

Come on now, lets not sensationalise the blatantly obvious shortsightedness of the business.

Next you'll be telling me I should believe everything the daily mail writes, because they put it in print, so it must be the truth.

Glad to hear you accept a company to provide less of a service as long as they are honest about it. The problem is the more people with a viewpoint like yours the more companies who will keep running a business in a way which is at risk from a local issue.

I've tried giffgaff, I've tried all the mobile networks, and yet the only one to be having comprehensive outages is giffgaff, as a MVNO this really shouldn't be possible - the fact it was just GiffGaff and not o2 too means this is a shortcoming of the giffgaff infrastructure.

rwalton159

visidigi wrote: »

How can you compare an act of god to running an entire phone network off a single source.

Come on now, lets not sensationalise the blatantly obvious shortsightedness of the business.

Next you'll be telling me I should believe everything the daily mail writes, because they put it in print, so it must be the truth.

Glad to hear you accept a company to provide less of a service as long as they are honest about it. The problem is the more people with a viewpoint like yours the more companies who will keep running a business in a way which is at risk from a local issue.

I've tried giffgaff, I've tried all the mobile networks, and yet the only one to be having comprehensive outages is giffgaff, as a MVNO this really shouldn't be possible - the fact it was just GiffGaff and not o2 too means this is a shortcoming of the giffgaff infrastructure.

:A

Goodnight

redux

lochy wrote: »

Everyone who does anything in the serious IT world knows that for what you might call mission critical services then avoiding any single points of failure (SPOF) is one of the 1st golden rules.

And the next rule in the same said professional world of IT is never believe anything your "supplier" tells you. eg. "We have a backup plan/site". Go and test it out yourself.

But in this case GG clearly never did any of that. It's a set of extremely basic errors.

Oh and for the question of where that redundant kit should be housed, well at least 25k from the 1st lot. Ideally on a separate power and comms grid to start with. I could go on....

There seem to be loads of experts who want to tell us that they know better, and some of them are propagating the lie that such things never happen anywhere else.

Vodafone had an outage for several hundred thousand customers for hours when equipment was stolen from one of its sites about a year ago, and some customers still had problems 3 days later.

O2 had a similar problem a couple of months later, and BT also did a year ago, which affected broadband customers across a wide area, and another theft only a month ago disrupted service in Yorkshire.

Perhaps you should apply for a job with one of these companies, seeing as they don't seem to be smugly complacent enough at the moment.

visidigi

redux wrote: »

There seem to be loads of experts who want to tell us that they know better, and some of them are propagating the lie that such things never happen anywhere else.

Vodafone had an outage for several hundred thousand customers for hours when equipment was stolen from one of its sites about a year ago, and some customers still had problems 3 days later.

O2 had a similar problem a couple of months later, and BT also did a year ago, which affected broadband customers across a wide area, and another theft only a month ago disrupted service in Yorkshire.

Perhaps you should apply for a job with one of these companies, seeing as they don't seem to be smugly complacent enough at the moment.

GiffGaff has had three significant outages since November...the facts don't lie I am afraid...

thegoodman

visidigi wrote: »

GiffGaff has had three significant outages since November...the facts don't lie I am afraid...

The GG is not for business or people who need to have the mobile phones all times.
It is aim at:

1. Who dont need the phone all times.
2. Dont mind waiting for a few days in case of problem
3. Dont need custome service
4. Looking for cheap montly cost

If point 1 to 3 are important to you than GG is not for you.

Otherwise even the Tesco Mobie also run on O2 and same price as GG in most case, dont have many outages and also able to provide the UK based customer service.

rwalton159

thegoodman wrote: »

The GG is not for business or people who need to have the mobile phones all times.
It is aim at:

1. Who dont need the phone all times.
2. Dont mind waiting for a few days in case of problem
3. Dont need custome service
4. Looking for cheap montly cost

If point 1 to 3 are important to you than GG is not for you.

Otherwise even the Tesco Mobie also run on O2 and same price as GG in most case, dont have many outages and also able to provide the UK based customer service.

So based on your extensive knowledge and scientific research, how come I am able to:

1) Use my phone every day for calls and texts and the internet without any issues
2 & 3) Receive prompt customer service and have concerns quickly resolved
4) Well priced monthly tariff (goodybag)

I also receive credit whenever I recommend GG to others and make calls and send texts foc to my wife and daughter.