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Today's Service Outage

handy giff-staffer

As you very likely to be already aware, today we've suffered a major service outage - it was caused by major water damage to the computer network in a our data centre and it took nearly 8 hours fix.

 

Firstly I'd like to offer my apologies for the interruption in service and thank all of our members for their patience whilst we fixed the issue.

 

The service is largely back up and running now - the exception is new activations which are currently being queued and our service teams are working on a fix.

 

Some of you have asked about compensation - we're going to focus on fixing the issues we've had and make sure we have a stable service first - and then we'll sit down think of ways to make it up to you.

 

We'll continue to post updates on the support community so click here for the latest news.

 

Thanks once again for your patience.

 

Mike Fairman

 

CEO giffgaff

 

 

Update 21:15

 

Thanks for everyone's comments - especially those appreciating our way of keeping you up to date!

 

In response to a few of the issues raised...

 

Porting - those that were scheduled for today may have been delayed - we're continuing to work on these as fast as we can. 

 

Texts - we think that for most of the outage, inbound text messages should have been delivered. Whether those that failed initially will ultimately be delivered will be determined largely by the re-try policies of the network from which they were sent. In other words, you may or may not get them depending on which network sent them.

 

Root cause - we will of course investigate this and report on the conclusions. Our data centre does have an uninterruptable power supply and backup generators but its possible that even if these worked the water damage to the network gear was sufficient to bring the service down.



853 Comments
sensei
Sadly you get to choose which charity it goes to or what you feel it should go to ...its been decided.
newcomer

I went to my local o2 shop on friday, asked about the problem i had with my phone, me thinking it was my phone not my service provider. They tried to help but said my phone and sim were broken, I then signed up with o2 on a 24 month contract!!! Then my son rang me on my old phone, and said it was a fault with GiffGaff. I now have 2 phones!! 1 with you and 1 with o2!!:s:smileyfrustrated:

sensei

@rvll8.

 I would contact 02 and cancel your contract.  You have 14 days from the date of the contract do do this with no charges

newcomer
I went into o2 shop as well and realised phones cheaper and unlocked in phones 4u thats phones 4u thats phones 4u.
pjr
mad scientist
[I could have had a new wig at a bargin price they called 5 times then sold it to some one else ive now had to felt tip my head but i think people can tell its not real hair but what do you think] Easy, demand compo from giffgaff. Apparently everyone is trying it on ;)
newcomer
I want my goody bag I purchased it on 27th of feb and still haven't received it why not !
newcomer
I want it My goody bag
pjr
mad scientist
@ bettybo Did you actually purchase a goodybag or just added credit? If the latter, then you need to use the credit to actually buy a goodybag.
newcomer
I brought a goody bag in 1889 but they had nt invented mobile phones.
newcomer
Try the new bundle its called old bag 1 text 3mins calls slow internet and special no service friday.