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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
Thanks for letting us know!
newcomer

i have recently activated my sim however it still is saying payment is going through. 

i have heard good stuff about giffgaff but from what i see since ive joined it isnt really upto my standard, if it does not work by today i will seriously consider switching to another network.... 

newcomer

Just like to say well done guys! Constant updates to keep us in the picture. Ok, it was a bit owkward with no phone for a day, but there are ways around that, its not the end of the world like some people make it out to be!!

novice

I've lost over £4 in credit during the outage! I couldn't make any calls so I know I haven't used it! When will I get this back?

newcomer

still cannot buy a goodybag, when will this service be up and running again????

sox
newcomer

All You wingers... Bye Bye. Sure Orange, T Mobile etc would welcome you back with open arms. You forget how much money you have saved AND would save.  Compensation seekers.... Best you move to the good old U S of A. AN isolated problem doesn't warrant all this grief.

newcomer
I agree with the users who say that this was out of giff gaffes control. I do however hope that the backup plan is reviewed. Thanks for all the updates and resolution
newcomer

Schedule to port my number yeterday and lost my previous connection some where around noon on Friday. 

Still waiting to get my connection back and no luck yet. 

 

Also, no answer from agents. 

 

This might be what we getting by going cheap. 

dabbler

Well done to the giffgaff team for getting the service back up after such a serious incident.

I had a relaxing day yesterday walking about with no interruptions and stress from the phone in my pocket. Eventually I just turned it off, chilled out and used a landline when I had to.

I had a laugh at my many attempts to reboot my phone and polishing my SIM card all morning until I found out the cause.

I am sorry for the people who were genuinely inconvenienced by the outage but most people are never more than a few feet from another phone.

In future I myself may carry another PAYG SIM as a backup just in case, but I did enjoy the peace and quiet.

I feel embarrassed at sharing a network with some rude, abusive, bad-mannered, selfish and illiterate users and hope that this incident may cause them to move elsewhere.

Anyone who runs a serious business on the lowest-cost PAYG mobile phone network without a backup do not need compensation they need to look at their own situation.

Compensation is not an issue but if the water company compensate giffgaff for causing the outage then please give my share to a deserving charity.

beginner

I don't want compensation, just my correct balance restored. I'm pay-as-you-go, so don't want more than that. I'm surprised at all the moaning about the 'appalling service' and demands for compensation, sometimes things are beyond our control to fix and back-up systems cost - we get great value from Giffgaff, let's not lose the plot here. Okay, you had important phone calls to make or whatever - there are other ways to communicate. Ever thought of using a pay phone? Asking someone else if you could borrow their's? Problems can always be solved, just use a bit of common sense.