Knowledge Base

Today's Service Outage

former 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.


I am very disappointed with services giff gaff. For porting  my number they took more than 2 weeks. Now I have a problem with simcard, I reported it .. but the giffgaff team not resolved yet  .. and passed another 2 weeks ...
Giffgaff team told me they could fix the problem .. but in other 5 days...
I'm giffgaff ccustomer since two months and more than one month I could not use my phone ...
All my clients know this phone number  and I can't use it ...
This problem make me lose money ...because my customers can not contact me ..
I am about to make a complaint...


although i appreciate accidents happen and i am all for charity as i already donate to several on a monthly basis,how does donating 10k keep the giff gaffers happy???? seems to me that if a gesture like that is made its  likely to make people complain less.cant say i was happy at all that day as i was waiting for some pretty important calls,but seems to me that because you get a fairly good cheap deal from giff gaff your supposed to accept the failures,and there seem to be a few.dont generelly like having a moan,but never been so fustrated with my network.


I fully understand this could and has happened to other networks when things go wrong maybe not bursts pipes but hay ho, all i am really pissed off about is not knowing how long it is going to take before the systems back up and running again? its been over a week now for me and i need a phone that works? dose anybody know when things will be working?

mad scientist
The outage lasted 8 hours and has been fully sorted. If you are having problems then it won't be connected to that and you will need to raise the issue with an agent.

Doesn't matter what the reason was, it is you brand that was affected )))

preventive measures Robot wink



Not good enough. GiffGaff earns around £350k a day from us all. Compensation for OUR loss is paying £10k to a charity.  Does me a lot of good - Giffgaff walks away claiming on their insurance and pocketing a third of a million pounds.  Nice - I'd like a business like that.


Yes and  why not split it between the five charities if thats the way its going to be . People see cancer and go oooh its terrible must vote for that ,these other charities need money too and before people reply yes i have lost someone to cancer

mad scientist
@ 101dave I agree regarding sharing it.
one day giffgaffs been down n people talk of compo n switching is proper value for the doe it costs each month...should be happy the fella's keeping u up to date n apologised....

Sorry, but this is sometimes really **bleep**. I have GiffGaff since 2 months and this is the 2nd time that the network doesn´t work! Also, the site doesn´t work so that I can´t top up. And my friend just got a message that you are sorry that he decided to leave GiffGaff, while he has done nothing like that! He can´t top up, call, do nothing today! Seriously, if this was not so cheap, I would leave immediately!