I'd like to give you all a little more information about the issue that we had on Friday afternoon which impacted the giffgaff website, app and data services.
At around midday we started to received automated alerts from the web servers that support the giffgaff.com
site and over the next hour or so we started to get cases raised for poor data experience.
This meant a poor experience for members trying to use giffgaff.com
and our giffgaff app, who got an intermittent service. Sometimes the servers would respond properly and sometimes they would time out. Many of you will have seen that you could load a page or two, or log in and then would get timeout errors so you couldn't finish what you wanted to do.
It also meant that many of you could not use data (3G or 4G) on your phones.
Our investigation focussed on two areas - individual IT elements (servers, firewalls etc) as well as tracing an increase in usage which was causing congestion on the servers.
After switching over to some of our back up IT elements we found no hardware issues and whilst there was an increase in traffic it was from a known IP range.
Around 3.30pm we identified the specific firewalls in the network that were causing the problems and we barred these connections.
This brought back some of the service - meaning that you could access giffgaff.com
over your 'home' internet or wifi, but data service on you phone was still very poor, including accessing the giffgaff app and giffgaff.com
At around 6.30pm the network element that casued the issues on the firewalls was removed and this restored data and app traffic.
On Friday evening the Operations team worked to check the stability of the site and to clear transactions, attempted during the afternoon, that were stuck