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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

So sorry, giffgaff..I don't think I can take the risk of a future outage....your concept is great and your online stuff is cool BUT I need constant communication links for me and my family/colleagues...I have been with you for only a month or two but it's been a shaky ride so far...I wish you all the very best but cannot guarantee the future...I will run my O2 and my Orange in parallel for quite a while before I sever those links

associate

This was appalling, I was sat at work all day with no access to my mobile and only a standard landline to resort to.   I couldn't text, check out my facebook and had to resort to using BT to speak to people.   In the end I actually had to do some work.

 

However this problem has confirmed the current unemployment issue which the government continue to deny, due to its nature Giff Gaff is the popular choice for people who don't actually have to work for a living (but surprisingly can afford Blackberries, HTCs and IPhones), every single one of them has been on the site to ask about compensation.

 

I seriously hope they are going to declare any compensation they receive to the Social Services

governor
Personally I was utterly spooked by the situation, suffering an o2 outage sending the geo timer and sync into mayhem from my HTC sensation last month, now this today, please please please have back up systems put in place, my jobs too important and remote for my comms to drop away to no where with no warning or local way of trying to access the website in aid of explanations, there really should be some sort of emergency message or communication. (just a suggestion) I know your a small team and well done for relevancy information getting out quickly as well as the transparency, but guess that couldn't be helped when every one of the community have a voice and an active thumb to report it.
trainee

My first day on GiffGaff - Unimpressed. I worked in telecoms for ummmmm far too long - REDUNDANCY (and that means geographical as well as duplicate fail over equipment) on all core hardware is just standard practice!!!.

 

I'd like my £15 back. I had a bunch of important meetings today (and no these were not business before you point me at the t's and C's). Totally screwed me over.

newcomer

Hi Mike and all at GG.

 

Forget the moans and groans, as an I.T person myself, I know how much a 3rd party system outage can be a problem. Giff-Gaff have done really well to send (automated) email apologies and I for one am not complaining!

 

Your email apology has, at the very least, meant that I now know that it's not my fault that my texts are not being sent :-)

 

Keep up the good work and wishing you and the GG team every success.

 

Kind Regards,

 

Les Howe

Hi!You tube and Facebook still no working! Can you help me? Thanks!

I cannot believe the amount of negative comments i have read through these pages regarding the outage today.

Many users have suggested that gg should of had 'backup' measures in place to make sure this didnt happen, then they go on to moan about how much business they have lost because their precious mobile hasnt worked all day. Seems like gg werent the only ones without a backup plan then. Does nobody have access to another phone?? Does everyone have to have a phone permanantly stuck to the side of there head just so they dont have to walk a few feet to use a land line???

I understand its been a pain in the ass, but in a crazy kinda way...its been peaceful too, 8 hours without calls and texts, less time than i actually sleep each night, had the outage of happened during the night, we'd of hardly noticed.

Like i say i know its been a pain, but there are more important thing to worry about in life, its not like it was the power supply to a childrens hospital, or a cardiac unit that was in jeopardy, just the phone network for a few hours and it was completely outside gg control. Sure, gg should pick 3rd party suppliers who are going to be reliable and can ensure incident of this nature never happen, and perhaps they did promise that, and perhaps now gg will choose more wisely based on the suppliers performance.

To sum up, yes, its been a pain, but to be fair, gg were on the case quick and got it sorted in what i consider a pretty reasonable amount of time considering.

Have been with them quite a while now and its gonna take more than a little blip like this to make me abandon the best network by far

Keep up the good work giffgaff!Smiley Very Happy

newcomer

I think GiffGaff have done well here. I work in IT as a design consultant and I whilst I agree that you should have backup systems in place, I don't think you can fully plan for every eventually whatever the severity. 

 

Yes I too was out of service for a whole day and yes it was a pain, but these things happen on an almost daily basis across the world. However, kudos for the Gaffers for providing updates so often on a service they are evidently proud of. I mean you could pay upwards or £30 a month for a contract that offers the same benefits, but realistically might not provide the same level of customer service as GiffGaff in terms of regular updates and customer driven focus. 

 

These people that are complaining and asking for compensation would do the same for anything, regardless of if they are paying for a £30 a month contract or a £10 a month contact with GiffGaff.

 

Spare a though for all the staff at GiffGaff that have managed to keep the service outage to a minimum and provide excellent customer service at the same time. 

 

Good work so far. 

 

Pete

It's now 3.13 am Saturday morning and I'm still without service.  I've done all the rebooting, hard resetting etc.. But I'm still without service. I moved from Three to get away from this type of disaster, yet my first day with Giff Gaff and I've been without a service for the longest time ever.. Even Three weren't this poor at fixing issues.. Really hope this move wasn't a mistake and this type of thing is rare and by rare I mean once  a year tops.. I can't even use my old sim because according to your control panel my old number has already been transferred over.. So what do I do now? I don't want people flaming me either, this is a perfectly normal reaction to a terrible situation.. 

rookie

Ahh a day of rest as i had no calls or texts, and  it was pretty much restored by the time i was needing to use it, luckally!

One burst water pipe shouldnt be able to bring the whole network down shurley, i mean i relys on O2 and they were no out today..

More updates in due time i will imagine.