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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
professor

It's good to get the boss showing his face, and giving an explanation and apology.

 

It's a rare thing. Most companies give a weasely press release.

 

Kudos giffgaff

rookie

I do apprecieate how you have kept us up to date on this issue. Most of the bigger networks would have just left us in the dark. However as long as sufficient meassures are put in place to prevent this happening again like a secondary backup data center then its all good Smiley Happy

newcomer

why wont it let me hav a goody bag #??? plz email me on eya and let me know asapp !!!!!

cicerone
Wow thanks for the update better than any other company
newcomer
Thanks for keeping us up to date. Things like this happen I suppose but trying to explain that to 3 of my friends who had just put funds on to SIM cards I had got for them was a little embarrassing!! Bad timing I guess lol.
newcomer

Accidents happen am sorry but I think giffgaff will loose a large amount of customers some of us rely on our phones for work etc have you ever heard of any other network what so ever  going down for a full day I think not. Its not just this but every week theres always something wrong either you cannot top up or when you do your unable to buy a goodbag etc do I need to go on it may be cheap but it certainly doesnt make up for all the problems what gets me is o2 doesnt have any of these problems very strange  but I will be considering leaving and I wont recomend giffgaff ever again I have brought a lot of clients over to giffgaff no not anymore.

chaperon

The incident did cause numerous issues, but at least we were kept up to date with the problems, didn't the Blackberry network have some serious issues towards the end of last year that took their network out for almost a week? It's always good to have a backup plan, even if it does mean carrying two phones.

newcomer
Same here due to port in my number tomorrow not sure I should after all this.
seer

Thanks for update. I must say how pleased I am on how GG has dealt with the problem. We have been kept informed throughout and I wish to congratulate you and your team for this in such a trying time for you all

newcomer

As my autotop up didn't work, I have receipts for £5 goody plus £10 paid credits but my phone hasn't been updated!! what to do?