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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
Iam still waiting for a pac code to leave so far waited 3 days all i want is to leave with my number i brought with me phoned up said be texted to me with in 2 hours 3days so far one mess after another a code of practice and the law has been broken here even a port must be done in 2 working days
newcomer

is the service still affected as i can not receive or send picture messages ??

newcomer
Relax these things happen. Impressed how quickly things were put right under the circumstances
newcomer

Your Ask the agent still does not work and I need to speak to you people urgently!!!!!

newcomer
Still not working after 2days when will this be sorted can not ring and my balance says have nothing when I do
newcomer
You should not take peoples money then leave them stranded some have kids to contact thats why they cannot relax 5 phones for family to keep us safe and in touch phones cost 250pounds top ups 50pounds a month if they cannot provide security for are children they should shut down for good
supporter

I had more than 120 days of no network service since 9th November, with the most recent replacement SIM card activated 2 days ago.

 

There have been periods of no support agent reply for almost 4 weeks at a time, including now.

 

Educators could get no response from the technical people either.

 

4 replacements for a faulty SIM were ordered, only 2 arrived, and there was one occasion when the technical people activated a completely different SIM which had not been here.

 

The complaints email address doesn't always get responded to, or sometimes the reply has little more effect than saying we promise to reply in a week, and this is the reply, or alternatively may aggessively demand that the customer make him- or herself available to receive a phone call, even if they have no giffgaff service, and the person making the demand doesn't read and respond to messages for a week or more.

 

The original credit has disappeared, and nobody will answer or even acknowledge any question about what has happened to it or make any comment about adding it back on.

 

The goodwill credit added a few days ago is less than the amount removed.

 

The firm refuse to do anything, and have defined this as deadlocked and said go to the Ombudsman

 

I respecfully suggest that the people complaining about a few hours of no service should not waste their time complaining too loudly.

newcomer
You should set a time scale then after that snap sims up and move on feel better like a bad love affair plenty more fish in sea my rod and line will soon be in another pond people who say one thing and do another cannot be trusted
newcomer
Its not run by you me or us seems to be run by no one or to few. And this needs to be corected or nothing can change never in the field of human conflict have so many topped up to give a profit to so few with no service we will fight them on the beachs with an ice cream in our hands and as jim said what do we care.
newcomer

A couple of comments on the outage:

 

1. Why no backup (DR) system?

 

2. When it was noticed that sent texts were (mainly) still working, why not send all users a text from a different network to update us - when out and about with no network service I can't check the giffgaff site for updates.

 

3. Well done for getting it back up and running relatively quickly - I have actually had sites take longer to fail over to their DR than you took to fix this.