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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.

Harmony comes to those that wait! Compensation for excellent value and service? Maybe those that complain should consider moving back to the provider they originally came from to join GiffGaff. Keep up the fantastic service and good work can please some of the people some of the time......
I'm quite impressed with all the updates we've had letting us know what's going on so thanksSmiley Happy


1. Always put news of system outages on home page of giffgaff website and members' log in page, so that people know what the problem is and what is being done about it. And if it can be done, send users a text and email to warn of service issues.

2. If equipment or software failure affects paid-for service, extend monthly contract for period of non-service without even thinking about it - it's a goodwill issue!

3. Always apologise for problems, even if it's not your own fault.

4. Try to make it failsafe for next time.


Do all this, and then no users should even think about bleating for compensation.

Well unforeseen things happen and so life goes on. Hope you giffgaff guys didn't stress too much. Thanks guys Smiley Happy
chaps i wouldnt hold out for compensation they still have not even decided what to do about the unlimited data internet thing which mike the ceo made a statement about back in february and still its not been sorted. You would think that today as systems where down they could have had a meeting over that. Maybe the compensation or how gg will think about whats happened today is to finally get a statement about unlimted internet and stop the fobbing off. today you are going to loose many customers with whats happened and if you dont resolve the internet issue everyone will switch to three.

Let's just compare, shall we?


Giffgaff: outage casued by water main burst leading to power supply failure; backup system also failed.  Down from around 0930.  Regular updates on community boards, and by Twitter.  Apologies throughout the day.  Partial recovery after 15:50, full service (with some intermittent faults) from 18:05.


Vodafone last year:   A break-in takes down service across the South of England.  Down from around mignight.  No website announcement.   No communicatiopn (apart from a single message on the technical service site).  Recovery at around 15:00.


I'd say Giffgaff won that comparison hands down, wouldn't you?   Thanks, guys!



And also when I was on orange with blackberry my internet went down for 4 days and We had No idea what was going on so it's been sorted quite quicklySmiley Happy

These things happen and you have managed the feedback well, however you seriously need to look at your Disaster Recovery Plan with view to backup servers situated in alternative locations guys. As for the compensation, these people need to get in the real world.

Thanks for the updates, s#%* happens! I never been kept so well informed during something like this well done, and thanks again. As for the compensation a couple of pints should do it ;-)

Thanks to everyone that was involved in the fix.  

If you must offer compensation, I echo other posts, please allow an option to give it to Help for Heroes.  

I am most interested that the root cause analysis takes place and work is carried out to make the network more resilient.  A water pipe bursting wasn't the root cause, keep asking "Why"


Our community network will only remain a community if it works!


Finally, thanks again to all of you who worked so hard.  It is appreciated.  SH