Our Service Status

Any known issues detrimentally affecting the service we're able to provide will be reported here. If an issue is ongoing, please check this page regularly for updates.

UPDATE #2 - Wednesday, August 12th 2020

And... we're back!

All services now fully restored - thank you for your patience in bearing with us for the past week or so.

UPDATE #1 - Wednesday, August 12th 2020

BT Engineers were onsite once again earlier today and finally managed to trace a specific fault, correct it and then get us back online however... whilst we're now benefitting from full internet connectivity to our office, for reasons that are as yet unknown and currently being investigated our telephone system has not yet come back online.

We're hopeful that FULL service will be able to resume VERY soon.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions or, contact us via the online chat facility via our website.

UPDATE - Tuesday, August 11th 2020

BT Engineers were once again on site today. They carried out various tests both within our premises and external, then proceeded to tell us that the problem was a bigger external problem than they had the ability to repair and that they'd have to escalate it to another team - which is exactly what the BT engineer who attended on Thursday August 6th had told us.

We are therefore frustratingly, no further forward and when the phones will be back online is entirely in the hands of BT.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions or, contact us via the online chat facility via our website.

UPDATE - Monday, August 10th 2020

No change or news from BT. Our phones are still down. The temporary solution we were trying oveer the weekend for getting the phones back online, failed.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions or, contact us via the online chat facility via our website.

UPDATE - Saturday, August 8th 2020

No change or news from BT. Our phones are still down. Hardware that we require for the temporary solution to our phone system *should* be arriving today.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions or, contact us via the online chat facility via our website.

UPDATE - Friday, August 7th 2020

The latest news from BT is that whilst trying to fix the fault affecting our connectivity they've discovered a more serious fault which requires some hardware in their network to be replaced. They estimate it'll be Monday August 10th at the earliest before a fix is implemented.

We are however working on a temporary solution to our phone system which will hopefully enable us to make and receive calls again from some time tomorrow, onwards.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions or, contact us via the online chat facility via our website.

UPDATE - Thursday, August 6th 2020

UPDATE #2: An internet connection has now been established to our office premises. However our phone system is still down.

UPDATE #1: A BT engineer finally arrived. There's an issue with the fibre connection somewhere between our premises and the exchange. He advised that he doesn't have the ability to correctly diagnose the issue, let alone fix it. He's escalated the matter their infrastructure team/company. We await their response.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions or, contact us via the online chat facility via our website.


UPDATE - Wednesday, August 5th 2020

UPDATE #2: BT have replaced what they thought was the faulty equipment in their exchange, yet the fault remains. They're now organising for an engineer to visit to investigate further.

UPDATE #1: No change this morning either. BT now advising that it's a problem at the exchange requiring equipment to be replaced.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions.


UPDATE - Tuesday, August 4th 2020

Regretfully, no change this morning. We're still waiting on BT engineers establishing the cause of the problem and providing a fix. BT advise fix expected within 48 hours.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions.


Monday, August 3rd 2020
Early in the afternoon, all internet and telephony services at our Holmfirth office, failed. Frustratingly backup facilities have failed to kick in also. For the time being, the staff have VERY limited access to emails and our phone system is entirely down.

Early indications are that this is an extenal BT network issue and they are currently investigating with a view to fixing.

Whilst we're unable to help by phone at the moment, please email support@gapinsurance.co.uk for assistance with any questions.

UPDATE - May 4th 2019

This situation has been resolved. All services have been restored.


UPDATE - April 30th 2019

We have begun migrating all data. Full and normal service will resume very soon.

If you need assistance with an existing policy that you're unable to access online, please call us on 01484 490095 or email support@gapinsurance.co.uk.


UPDATE - April 29th 2019

The "downed" server has been reinstated. Internally, staff now have full operational access to all of the policy data upon it but the details of policies purchased between January 17th and April 23rd is not yet available via our website. Some people will continue to experience difficulty logging in to their accounts whilst this issue persists. We expect full and normal service to resume shortly.

If you need assistance with an existing policy that you're unable to access online, please call us on 01484 490095 or email support@gapinsurance.co.uk.


UPDATE - April 27th 2019

No change yet.

If you need assistance with an existing policy that you're unable to access online, please call us on 01484 490095 or email support@gapinsurance.co.uk.


UPDATE - April 26th 2019

Whilst we're still waiting for our server hosts to restore our services fully, as of early this morning we have achieved partial restoration of our services ourselves (using the data-sets that we have immediately available to us we've arranged hosting of our services with another provider).

We are aware of the following issues that remain for the time being:

  • If you bought a policy from us on or after January 17th 2019 (and before April 23rd 2019), you're unlikely to be able to log in to your account and/or view your policy data via our website.

    If you need assistance with a policy purchased between January 17th and April 23rd we can access some of your policy data manually so please contact us.

  • If you updated an existing policy (change of address, or vehicle registration number etc) between January 17th and April 23rd, it's unlikely the policy details you'll be able to access online via our website will show the updated details.

    There is no need to update the policy details again, they'll be automatically updated once full service is restored.

  • If you cancelled a policy between January 17th and April 23rd, that cancellation may not be reflected in the policy details that you're able to access via our website until full service is restored.

If you need assistance with an existing policy that you're unable to access online, please call us on 01484 490095 or email support@gapinsurance.co.uk.


UPDATE - April 25th 2019

No change. Our server hosts have many servers to restore from backups and they'll get around to ours in due course - They're unable to give us an accurate prediction of timescale but have advised that they hope to have the majority of services restored "before the weekend". In the meantime we're working on an interim solution of our own in order that we might at least restore some level of operation.


UPDATE - April 24th 2019

We're still waiting on our servers being reinstated by the hosts of our web servers.


UPDATE

The hosts of our servers have advised that they're in the process of restoring all services from backups. This may take some time.

Tuesday, April 23rd 2019
This morning, the hosts of our servers were impacted by a major service interruption which took all of our hosted services (and apparently those of many other companies) entirely offline.

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