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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
rookie

superb job giffgaff keeping us updated and dont worry we fully support you!!Smiley Happy

newcomer
Fekkin' - now that doesn't seem to come up in my spell checker. ;-)
rookie

lovely to have our Giffgaff back to normal,

well done to all those that had to work their socks off to get us sorted and fixed :-)

newcomer
No very happy about service today , was relying on it today over any , I found it very difficult to do anything on giff gaff today Thanks for updates though
trainee

Fekkin' - now that doesn't seem to come up in my spell checker. ;-)

 

Smiley LOL No? It's on my computer.... is that because I added it to the dictionary? Smiley LOL 

genius
Must have been an utter nightmare. Say cheers to coffee and tea to fuel us all day!
pioneer
Thanks for the transparency, this is exemplary behaviour towards users of giffgaff. Make sure it does not happen again, and everything is fine. Cheers, Thomas
newcomer

Cant believe the amount of people moaning. It was a pain but I wish that was all i had to worry about.

 

To all the victors.............chill Smiley Tongue

 

 

I think my self and others will agree that however inconvenient today was for everyone on giffgaff, these things do happen, and if anyone should put their minds back to last year the world’s second biggest phone company 'blackberry' had similar problems so for a low budget server like yourself to have an issue I don’t think you should worry.

Lay off them guys...

newcomer
Thanks giff gaff not all bad I had a quiet day very peaceful