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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.


You guys really need back up systems.


Well done GG for keeping us so well informed and for sorting out the problem so quickly.  For those who use GG for business my daughter has a dual sim phone (not an expensive one either) with a 2nd simcard from another provider for incoming calls. GG mainly used for friends/family/internet. Easy to switch between the 2 if required. We also keep a small amount of credit on our GG for use when/if goodybags run out. Thanks again Giff Gaff for all the hard work done to-day to get service up and running.  Proud to be a giffgaffer. 


Having worked in the telco industry for many years I do understand these things happen (look at RIM a few months back, and numerous outages over the years from the world's largest players)


Did it make my day difficult? Yes


Have I lost money due to the outage? Sadly, yes


Do I appreciate the honesty and openness of giffgaff? Hell yes!!


I'm sure you'll look at your supplier contract and relevant T&Cs (specifically the assurances of redundancy and recovery which would have been included, but they painfully failed to deliver) and act appropriately. Lessons will be learnt.


Do I expect reimbursement? Up to you guys, but it's not a deal breaker


And if it happens again? Er, this specific issue won't, will it?...that's the only thing I expect..


Will I stay with giffgaff? Yes! You handled today as well as you could. Thanks for your efforts through what would have been the worst Friday on record!! 


who's greedy enough to ask for compensation, giffgaff is great


I really think you need to revisit your risk assessment procedures. On-site DR is no DR at all when any physical calamity strikes. Giffgaff, or its supplier, needs a reciprocal arrangement with some other supplier, so that services can be re-routed within a defined time period, otherwise the service becomes known as unreliable and not suitable for anything except casual use. 


It is all very well keeping people updated, but really we don't care, water main, fire, 95% of staff gone stark raving bonkers, it's all the same to us. Unless it is a disaster of the magnitude of 9/11, we expect a reasonable service level and 9 hours down time is not reasonable.


PHEW!!!!  it was close , I had $640,985 sitting waiting on modern war lucky no one noticed. Capt. Chaos!  sadly spent all my money on ebay so no outstanding bids. all in all you all do a great job. cheers!   fingersfrench.


God sake, no one or thing is perfect, errors happen and is what sets up for life experiences,,,,youv;e sorted the problem giffgafff n probably workin to make sure it dont happen again,,,,,,,,,,,,,,,,,,,get a grip moaners!!!!

Thanks for update - as long as you keep us informed thats cool - why does anyone demand compensation it's just one of those things that happen - accept it !!!!

And ask yourself this,, if you accidently spilt water on ur phone and it no longer worked, what wou;d u do to fix this??? and what back uo would u have had in place for an event like this?



I don't think its unreasonable for people to be requesting compensation of some sort, I pay £10 a month for a phone service for the entire month. If it completely goes down for today then an in kind refund doesn't seem a problem to me. 


That said I think GiffGaff did keep us up to date well today.