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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

I was diappointed about last Fridays breakdown. I was in a bit of a fix but do you know what? I did what we used to do before the time of mobile communication and used a landline. Works rather well I have say!!!!

newcomer

well personlly for myself i wonder why a company run by a major network can suffer such a problem and fail it customers in such a way as for  compensation not being payed but your willing to pay a charity 10,000. sorry but i feel that may be a nice tto help others in need but what about those who were affected by the outage, i am ill for major surgey  and was waiting for a call from a emergancy doctor that would  never of happened if had'nt bbrought a top up for another phone.

you need to get this giffgaff sorted cos this is not the first problem and no doubt wont be the last.

newcomer
There are two sides to every story. Some users will be "comfortable" with the outage as it wasn't such a big problem. Others who rely on their phones for business or were expecting important personal calls will be more aggrieved. All that giffgaff can do is learn from this and ensure that delays in restoration of service are not as long in the future.
newcomer
Never mi.d the donation to. charity ive missed inportant phone calls that day .why carnt we have a refund or compensation for loss of sevice im sure giff gaff have had the same from the people who caused this mess .
pjr
mad scientist
[DONT GIVE EXCUSES WHEN DID A TELECUMICATION OFFICE HAVE WATER PROBLEMS] Last Friday!
pjr
mad scientist
[1- Compensation for those suffered is not an option, it's obligatory under English and EU laws] 2.4. The Network may from time to time require upgrading, modification, maintenance or other work which may result in partial or complete non-availability of the Service. 13.   Matters Beyond Our Reasonable Control If we cannot provide the Service to you because of something beyond our reasonable control, we will not be liable to you for this.
As well as donating to charity ......which is fine. Don't forget where your income is made US so what giffgaff should do is credit EVERYBODfY.......a certain amount depending on how long each of us have been customers WE all had our phones distrupted on friday I hope this don't happen again and maybe. £10,000 should go on a back up system
If giffgaff don't listen to their customers thet will loose a lot of business if it were vodafone or T mobile it would be front page news and they woould HAVE to compensate. All ..........so MR. CEO. Listen to your people and give them credit for that day. Of lost communication important calls missed appotments etc........so. Don't come up with these. Charity donations. It should be done regardless but in this situation giffgaff have to do the right thing CREDIT. Customers
newcomer

Not being funny but I couldn't use my data to place a bet in Cheltenham horse racing and lost out on £100 because of GIFFGAFF and yet to compensate us your giving money to charity!? I think every customer should of had 1 months worth of average spend credited to there account instead of a charity receiving that money. Absolute Joke! Cant understand how they were affected by no service yet they getting the compo. 1st rule of competition is to look after your customers

newcomer
@pjr Plane crashes. Control tower- beyond our control. Well, could've been avoided. This should'nt have been a work of "beyond our control". Should've been avoided. Perhaps GG lacked risk assessment on their network servers and backup premises. Millions rely on your service, not voluntary but as a contracted customer under English and EU laws. You serve unsatisfactory service, you compansate. You cause inconvenience due to DUE DILLIGENCE, you compensate. Regardless of whether GG was at fault or not, you can always treat your customers in these circumstances. Does donation to a charity fit into this kind of situation? Is this gesture got to do with this? Didn't avoid the avoidable. Had no control over how to control the outage. Still lacking post decisions. Nothing is settled yet. It's not GG, it's the system that's broke. Education is a must for the needy.