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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

What a giffgaffel some are making over a few hours of no service. These things do happen and it's not the end of the world. I think it was all handled really well by keeping everyone informed at every stage of what was going on and doing your best to fix it. I thought giffgaff was supposed to be run by us members, so who wants compensating by whom?

newcomer

Giffgaff, I forgive you, just don't make it a habit!

newcomer

Very Poor..I convinced My wife to leave T mobile to join giffgaff! How embarrassing its been! She was on her way into hospital to have our third child this morning! We were expecting port over about 9am... Need I say any more.I had to leave work (loose a days pay) and go to the hospital because I new she would not be able to contact me at any short notice!...

Now she is wondering if she has done the rite thing! After being on T mobile contract for 8 years she has never experienced anything like this... And to be honest neither have I. Please sort it out I could not recommend this service to anyone again no matter how cheap it is!

Anyway my third child a girl named Mariah was born at 3pm today.....We couldn't even text our families to let them know!

If it was any other day I might have suffered this but when you have important things happening in your life wether they involve money or not its a serious thing! Thanks But no thanks

newcomer
It's so good to log on a see a a sense of humanity in response to this event - its one of the reasons I really like being part of giffgaff. You are creating a different approach to a commercial service and customer service that goes beyond a mobile phone network and you should be proud of that. Yes I do understand that some people have a business related needs Dependant on their mobile service - but they made choices about using giffgaff gaff that were probably based on costs savings so they have to roll with the punches or make different business decisions - the communication about the problem has been excellent and that fine by me thanks guys..
novice

To Mike,

 

Thankyou for promptly ensuring we were informed about the outage today with regards to your network, please be aware that I stood by you and the team and was pleased not to have any cold calls on my mobile. I am now able to send and receive calls and texts. Thank you for supplying a cheaper way for me to communicate. Giffgaff is one of the best networks out there and I hope you continue to grow.

 

Many thanks

Craig

Gaffer

consultant

Thanks for the apology Mike Smiley Happy

 

I think that is all the compensation I need Smiley Happy

big cheese
I for one don't expect compensation for this outage. I contingency plans for events like this and it wasn't convenient as usual to keep in contact but I was able to carry on. People laugh at me with my handbag of phones and purse of sims but maybe not so daft after all.
newcomer

Having been in the same position myself managing a major network, I echo some of the others on here.

But some suggestions for when the dust has settled:

 

  1. As soon as your outage started you should have put it on the home page, kept updating it (as you did), but not allowed others to post whingeing comments (100+ pages of them for gawd's sake). In fact you may have considered stopping any logins. I know it's 'run for the users, by the users', but that doesn't mean we should have to tolerate idiots posting unhelpful remarks which then prevent everyone finding out what's actually happening.
  2. I don't know if you had any resilience/failover/mirrored sites/disaster recovery plan, but if you did, they should have kicked in far sooner.  If you didn't - better get them in place.  I speak from bitter experience as there's always someone waiting to kick your a*se.
  3. My phone can be a matter of life or death for me (I'm now an ambulance driver).  Fortunately today it didn't matter, but you get what you pay for.  For Giffgaff to be such good value may mean that corners have been cut.  Whatever anyone else says, a burst water main should not have taken an entire mobile network down. It's simply not acceptable. If I'd tried to claim that, I'd have been fired on the spot. We're not talking domestic scale here, this has affected thousands, and will not have done the image of GG any good.
  4. I hope to see something which reassures me that you have an action plan in place so this doesn't happen again. Otherwise I will have to leave GG, and I happen to like the way it's run!  But I will get a Pay&Go SIM from another operator just in case.
  5. Compensation?  Don't think so. But there's always those who'll try.

HTH

 

I know your technical guys will have spent a long agonising day today 

They've got my sympathy.  Been there etc...

beginner
Does think some people need a bit of perspective on things!!! You havent lost your house in an earthquake or lost your leg to an IED, at worst uve not had use of a mobile phone for a day!!
newcomer
Love the way giffgaff handled the situation, it was hard being offline for 8 hours but u gotta love giffgaff, great service guys!! Smiley Happy