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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 still cannot use my credit to send txts?? i have been trying all day to send an important txt to India.... my goody bag is ok but credit isnt... its now sunday evening, i had a txt saying that some peoples credit had been withdrawn accidentally but that everything was ok now but mine obviously isnt? please address

Thanks

novice

need more money

newcomer

Thanks for the update :) and don't worry giffgaff i still love you :) i hope you will make up to me how you did promis thank you :)

newcomer

Thanks for all the updates, and emails, giffgaff are still, by far the best network in the country, keep up the good work guys!

newcomer

No phone for one day! 

cicerone

Personally it might be nice to see a charity donation as a result of this - I think this happened the last time there was a major service outage.

 

However to all of those whining about massive compensation for each individual user and the lack of a backup plan - where was YOUR backup plan? Can't survive without a mobile for a few hours eh?

newcomer
I have to say it was really disappointing that the service went down as it did surely giffgaff should have a back up system or similar in place to stop anything like this happening again
newcomer

Hi guys i dont know wether my problems relate to the outage i cant make calls and have had calls dropping connection before completely disallowing calls i can recieve calls and text and use the internet

newcomer

in my case it was quite bad,

 

my wife is heavily pregnant and i was at work on a 12 hour shift with no point of contact, so compensation would be nice

 

thanks

@ idarkside2

congratulations on having the brains to make a baby but where was your brains on having a backup plan of your own.

Surly if it that important then you should make sure your wife can get hold of you dose your work not have a phone they can get a message to you shut up and get a life giffgaff are cheap so if you still want cheap calls don't expect compensation because it will make the tariffs you like so much go up

WILL PEOPLE STOP ASKING FOR COMPENSATION IF GIFFGAFF WANT TO GIVE YOU SOMETHING FOR YOUR TROUBLE LET THEM SORT IT OUT THEMSELVES IF YOU GET SOMETHING ALL GOOD AND WELL IF NOT ITS TOUGH GET ON WITH IT AND GET A LIFE I AM NOT A GIFFGAFF ASS LICKER BUT EVERY TIME I COME ON ALL I READ IS I WANT COMPENSATION FOR THIS REASON I WANT COMPENSATION FOR THAT REASON I WANT COPENSATION FOR MY OWN REASON

GET YOUR OWN BACK UP PLAN IN PLACE GET A LIFE AND LIVE IT

RANT OVER FOR NOW