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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

I know is been a pain with the service problems. Things like this happen with any other network fair enough but gaff gaff  is a community network and if it had lots of backup systems that would cost money and would be like all the other networks. Remember gaff gaff is a community network designed not to make lots of money but service the needs of us.  I used to pay £35 a mth for orange and could never get a signal at home.

newcomer
I know from past experience with other network like 02, 3, t mobile , orange, Vodafone and virgin which I have used all of these networks over the years they have had there problems with there service like orange last year had a problem for 2 days no calls or texts or data yet no sorry or no compensation off any of the networks yet they all had the same problems as Giff gaff yet Giff gaff get everything up and tuning quicker and say sorry even though it is not there fault keep up the good work. Many thanks Andrew Anderson
newcomer
Just the day we desperately needed our phones as my wife and I were co-ordinating moving house and traveling from different parts of the country to meet at our new house.....you need a back-up. PS. Did an outage of a similar nature occur last week too? We both lost access then also.
pjr
mad scientist
Yes it did but that was down to O2 and had nothing to do with giffgaff.
newcomer
Any idea when I will be able to use my giff gaff to call as I can txt I am I new customer to giff gaff
newcomer
you can start making it up by allowing card payers a lifting of youre moral under 18 censorship . credit cards are proof of age. get too it pronto gifflle gaffle
I'm right...

Moochie Moochie! A slight problem and here come the messages wanting something for nothing. No wonder new businesses go bust so quickly. Would you claim off the bus firm if they were an hour late dropping you off for work due to a car hitting it?? I save £120 a year being with giffgaff, oh and get all that back and more in payback so am i missing something here? lol

newcomer

im gettin really really impatient now!!!! lucky im high or id be pullin, wot little hair i have, out of my head lol

vpc
beginner

thanks for the update, although it really freaks me out today during the time when there's no service etc. however, many thanks to the CEO and all the staff, you have been workin' so hard to overcome this issue. cheers and thank youSmiley Happy

newcomer

Hiya, 

Do you have any idea when the newly activated will have service?