Get Help
Community

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

hi there,

 

I do hope us members are compensated. It was a nightmare not being able to use my phone. I had an interview that day, and as there were train delays I had no way of contacting my prospective employer. I was late and it was so embarassing, I even left 5 hours early prior to my interview as I wanted to make a good impression. Nonetheless, I still love Giffgaff and I forgive you guys. 

 

 

newcomer

It was a real pain doing without my phone on friday! I am a new customer and this was very dissapointing, as with my old provider i was with them for years and any problems that i may have had was fixed within an hour or two at the most!!!  Not that i had any that i really remember!!  I really hope that this doesnt happen again, as if it does then i am considering going back to my old provider! Smiley Sad   Also i think we should have some reward or free minutes given to us at least to compensate for the disruption caused to us, its us that lost out ...... not the charities!!      #Your not winning me over at the moment giff gaff!

newcomer

heySmiley Happy

 

newcomer

No compensation for users who suffered all the inconvenience? Poor show Mike, charity should begin at home fella, incidentally as CEO what is your salary? Smiley Sad

novice

I think they do a good job, and they compensate the users that suffered the most.

We know and they know  there are still issues to be solved, but many of you forget the good deals we get: 250 minutes for £10.  Tell me which other network would give you so many minutes for these money??

We have to think about good things too, not only the bad ones that  occasional happen.

I am pleased with this network, the signal is poor sometimes, but this is down to my location.

All the best !

newcomer

I am very cheesed off that us poor old customers won't get compensated!!

 

But then again at least GG have the courtesy to apologise and decency to donate to charity. Most other companies, eg Virgin & Sky don't even do that in my experience.

 

I appreciate that some users will have been greatly inconvenienced but for me it was business as usual and I wouldn't even have known if not for the email apologising - so lets all be grateful for the way GG have handled this and are making a donation to charity.

newcomer

While I agree that loosing service for a day was inconvenient I think that it was handled in a very good way by GiffGaff.  There were constant updates and lets be honest the incident that caused the problem was beyond GiffGaffs control and it certainly sounds like they are did everything that they could to minimize the problems and rectify the situation as soon as was possible,

 

 I have been with a couple of other networks and have never had service like I get from GiffGaff.  They have been quick to communicate and resolve issues I have had and as already mentioned always keep us updated when there is a problem not an experience that I have had anywhere else in fact not being able to get another service provider to admit there was a problem with my account was a big reason why I left and joined GiffGaff.  As for compensation I think donating to charity is a great idea I personally do not feel I need compensated for something that was not GiffGaff's fault but feel this is a great gesture on their behalf and yet another reason why I am happy to be a GiffGaff customer.

newcomer

chill minor

newcomer

I am happy for giffgaff as a way of saying sorry for the problems we all had Friday to donate money to charity I would like to ask giffgaff to conceder the British heart foundation as a result of what happened on Saturday when a young Bolton player only 23 years of age almost died of a massive heart attack during a match against spurs. If not a donation to the heart attack centre at the London hospital where the young footballer was taken and is still in their care.

newcomer

Thank you for the update.  I was a very disappointed customer.  It has happened once.  It must never happen again.  I hope you have put the necessary investment in the fall back infrastructure to cope with a future catastrophic single point of failure.

 

My nomination for a £10 donation is Marie Curie.