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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 activate my sim on the 2/1/2012 by putting on £10 credit on it but it keep showing balance not available on my account although my account history show I put £10 on it on the 2/1/2012 can you please help me my account user name is blessed4life my sim number is

newcomer

I activate my sim on the 2/1/2012 by putting on £10 credit on it but it keep showing balance not available on my account although my account history show I put £10 on it on the 2/1/2012 can you please help me my account user name is blessed4life my sim number is

newcomer

"GET A LIFE!! You didn't have your phone for one day! One! So get over it"

 

For me, I couldn't get in contact with someone who's mother was dying in hospital.  As a result she didn't get there in time.  I'm sure however she'll get over it.

 

Just becuase you're fine and wasn't affected, others WERE - BIG TIME.

 

newcomer
Well I would be looking to making your systems more resilient in future or is that beyond the capability of your CTO?
newcomer
Mike, Thanks for the update. I for one do not want compensation, neither do I want to know about lessons learned or root cause analysis. I appreciate you will have to do RCA but don't spend too much time telling us about it. What is more important is that you have a reliable failover process in place and a good RTO should the worst happen. Keep up the good work with Giffgaff Kind regards Adrian
newcomer

Thanks Giffgaff for keeping us informed! **bleep** happens. Out of your control. One day for me isn't the end of the world. Apologies are worth more than compensation, so thank you. :-)

newcomer

why wont it let me get a goodybag

beginner

My goodybag expired last night taking over an hour of my minutes with it  because I couldn't make calls and I can't even buy another one today so I'm without a proper service. GG should have had a backup datacentre at a different location. This is standard business proceedure. 

newcomer

Yeah so some people were up **bleep** creek yesterday, personally I was entertained by the mass amount of posts about the outage, including from my daughter lol ''that's it dad I'm going back to o2''  compensation not needed, I get such a good deal from giffgaff kinda compensation from rip of deals from yesterdays, we have to have a fookup now to put things right for tomorrow. giffgaff good giffgaff  Smiley Happy

newcomer

Oh for goodness sake.......Stop asking for compensation.  The service is cheap and you are not locked in to a contract.  If your business is soooooooooooo important that you say you lost £10000 in business then stop being so cheap.  Get your own backup plan and have landline access or a phone on an alternative network, as they say....never put all your eggs in one basket.

 

It was annoying but that's life.  Get over it and get on with it.  Let Giffgaff get on with putting money into improving the overall service