giff gaff network problems

thegoodman

rwalton159 wrote: »

2 & 3) Receive prompt customer service and have concerns quickly resolved


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

That's good let others know the telephone number for the customer service. This will help a lot

rwalton159

My experience of calling other networks' customer service departments hasn't often been pleasurable.

3 - Several years ago I was with 3 and I recall spending periods of 30mins or more on the phone to sort issues, even more so when I wanted to leave. They don't like you to leave at 3

T-Mobile - Around 2 yrs ago, I took advantage of the 50% discounted offer on calls, texts and internet. For some reason they decreased the speed of the internet and despite call upon call, they never sorted their act out and lied time upon time.

You can only comment on things how you have found them. Until you use customer services you have no idea how good they will be. I am happy with the service I have received from GG but I am not naive enough to think they're perfect and do appreciate some members will have issues.

The lack of negative posts within the MSE forums suggests they're nothing like as bad as the other networks.

rwalton159

Received this email from GG today.

Hi folks,

As you might be aware we had a full service outage on Friday 16 March. This was due to a major water leak at one of our third party suppliers. The outage started around 10:10am and lasted until just after 6:00pm, 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 we made it our priority to keep our members up-to-date.

We are really upset this happened to our members and will do our best to prevent issues like this from happening again.

We're growing pretty quickly at giffgaff and have plans for updates to our infrastructure. Due to Friday's outage we have reviewed these plans and intend to bring them forward and can assure you of our commitment to making the giffgaff experience the best it can be.

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. We're running this poll until the end of the week, of charities selected by you in the past.

See Gaffer's blog for more information and head to the community
to submit your vote.



Thanks in advance.

The giffgaff team

lochy_2

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.

I wasn't suggesting that taking sensible basic precautions will make such things impossible, but they will reduce the risk. They will also reduce the recovery time required, which is probably more important. A 6 hour outage is not good especially when there may be people who are placing reliance on it for their well being.