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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

The guy at o2 laughed when i requested my pac code to join GiffGaff, now i see why !!!

newcomer

I was conserned yesterday, but one i knew what the issues were and why then all was well. 

It was nice not be in demand all day  and i did get lots done because of that Smiley Happy Chin up and lessons learned.

Bet yesterday was a pisser for you all!

newcomer

17th March and still cannot add a goody bag. every txt costing me 10p from my balance....i will soon be having to top up thrrough no fault of my own ....i have tried for 2 days to buy a £15 goody bag,,,mine has run out ..help..!!

newcomer
If you don't like giffgaff please leave, the moaners here are acting like kids with their hands out. I've tried most mobile providers and this one is a excellent. Being an adult I am happy with the sincere apology here and the one sent to me by email.
newcomer

Well all I can say is at least we were kept informed of the progress, not many networks do that, and I'm more than happy with the service I have with giffgaff, it's the first network that has given me a reliable signal where I live and is a lot cheaper than other networks (and believe me I've tried a few), so thank you, accidents can and do happen, people need to realize this.

@ gypsymu 

compensation culture? what a load you have no idea what you are talking about.

 

Now a fair deal that is something that should be delivered. I am happy with the package and the service is mostly good but we should all be credited with an extra day on our goodybags without having to ask.

 


newcomer
Goody bags me thinks of free bee company do s so out of touch with joe bloggs what a crap name for bundles profit profit profit for o2 and if u think it belong to us your are very simple or blinded by cheap calls
What a joke. People moaning they lost £10000 because of the outage. Supposedly making that much money in a day yet relying on one phone, not able to use another phone or a landline.jokers!!! Giffgaff don't need you, feel free to jump back to orange or T-Mobile, pay thru the nose
newcomer
C .E. O crafty .egotistic .overpaid.
newcomer
My Internet ain't workin without wifi