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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
newcomer

Lovely to see Giffgaff's largese in offering £10,000 to a nominated charity. Seems a brilliant idea. I'm all in favour, my nominaion with be TEAR Fund, they operate all over the world and work alongside local partners to bring relief aid to poor and struggling communities. 

 

At the same time, how about GiffGaff providing all its customers a £40 voucher for airtime or goodybags, as a way of saying sorry to the many thousands of us who effectively lost a whole day , having no working phone through Friday's outage?

 

I see you\'re offering similar vouchers for Wine (which I don't need) and other goodies (also unncessary) But my phone is a vital tool and im sure that's true for all of us who rely on giffgaff. 

 

You must have contingency funds for this, especially as your parent company is the might 02. I think the very least giffgaff can do to say a proper we're sorry to its customers is to provide us with something we actually NEED.

 

Now THAT would be a very welcome surprise!!

 

What do others think??

 

#charitybeginsathome #compensation #sorry #reallymeaningit

newcomer

so how are we being compensated? 

sensei

You are not getting compensated, £10,000 is getting donated to charity.  

newcomer
When the queen took her hat orf today what was under it a giff gaff micro sim. we are better conected.
newcomer
It's not 'compensation culture' it's providing customer service. An entire day without being able to call or text for some was hugely inconvenient. GiffGaff should have offered everyone x number of free texts or minutes as an apology. I don't want someone to decide on my behalf that my inconvenienced day can be written off by making a donation to charity. It's possible that most GiffGaff users already make regular charitable contributions and as a service providing company, it would be far more customer focused to provide something of benefit to their customers rather than a charity. If you felt strongly about the charity option, you could donate whatever you saved on your free 'compensation' minutes to charity.
newcomer

I'm more than happy for a donation to be made to a worthwhile charity.

 

I normally do support Macmillan however, as this is pretty well funded generally, I think the Air Ambulancec would be a really good beneficiary in this instance

 

:cathappy:

newcomer
My phone fell on floor i tripped over it hurt my foot as its on giff gaff should i claim of them. and when driving i was texting and crashed giff gaffs fault.
newcomer

I think the 'charidee' donation is rather twee.

 

The majority would prefer monies to be spent on eliminating the rather frequent network downtimes.

 

Once you consistently provide the promised level of service to your customers then go ahead and fill the coffers of whichever 'charidee' that you wish to.

 

Until that time please concentrate your efforts and Giffgaff finances on eliminating dispiriting, unnecessary and customer losing service issues. Drive enough folk away and you'll end up asking the 'charidee' for the money back!

pjr
mad scientist

@ shirleyrose9 After reading some of the posts on here I'm not quite sure if you are serious or jesting ;)

newcomer

It was good to receive the updates during the outage and I liked the idea of the charity donation. One question though, why are giffgaff using only one data centre? This does seem an obvious 'Single Point of Failure'. As giffgaff seems to be reaching a significant size it is time to open a second geographically different site?