AAISP incident and status page

AAISP Incidents and Status Page

We try and ensure this page is updated as soon as possible with incidents as they happen. Live discussion of issues as they happen is usually available on IRC.

Our support number is 033 33 400 999, or you can email support@aa.net.uk or text 01344 400 999 to raise a support ticket.
(If you believe there is a major issue that is not shown here please start your text with MSO, this will wake staff if necessary).
Please use our Ideas site if you have ideas or suggestions regarding our service.
Thursday evenings, from 10pm, are designated as a general maintenance window where we will perform non-service affecting updates.

Status

Yesterday 12:02:35

[Broadband] - Congestion on BTs BRASs - Open

Details Yesterday 11:48:41	We are currently seeing congestion in the evening between the hours of 8PM and 11PM on the following BRASs: BRAS 21CN-BRAS-RED4-CF-C, BRAS 21CN-ACC-ALN12-CF-C, BRAS 21CN-BRAS-RED8-CF-C. We have raised this into BT and their Estimated completion date is: 29-01-2015 11:23 We will update you as soon as we have some more information.
Update Yesterday 12:02:35	Here is an example graph:
Started	Yesterday 11:44:56

Yesterday 11:24:16

[Broadband] - Congestion - Bristol North - Open

Details 4 Jan 09:45:22	We are seeing evening congestion on the Bristol North exchange, incident has been raised with BT and they are investigating.
Update 19 Jan 09:51:48	Here is an example graph:
Update 22 Jan 08:58:26	The fault has been escalated further and we are expected an update on this tomorrow.
Update 23 Jan 09:37:14	No Irams/Pew has been issued yet, and no further updates this morning. We are chasing BT. Update is expected around 1:30PM today.
Update Monday 09:36:18	BT are due to update us on this after 3Pm today
Update Monday 13:24:05	BT are looking to change the SFP port on the BRAS, we are chasing time scales on this now.
Update Monday 14:16:43	This work will take place between 02:00 and 06:00 tomorrow morning
Update Yesterday 09:23:21	Chasing BT to confirm the work was done over night, update to follow
Update Yesterday 11:25:18	Nope, the work was postponed to this evening so we won't know whether they have fixed it until Wednesday evening. We will see.....
Broadband Users Affected	0.01%
Started	4 Jan 09:45:22
Expected close	Tomorrow 13:23:24

Yesterday 09:21:09

[Broadband] - More BT congestion - Open

Details 21 Jan 09:44:42	Our minitoring has picked up further congestion within the BT network causing high latency between 6pm-11pm every night on the following BRAS's. This is affecting BT lines only and in the Bristol and South/South west Wales areas. 21CN-BRAS-RED3-CF-C 21CN-BRAS-RED6-CF-C An incident has been raised with BT and we will update this post as and when we have updates.
Update 21 Jan 09:47:51	Here is an example graph:
Update 22 Jan 08:46:12	We are expecting a resolution on the tomorrow - 2015-01-23
Update 23 Jan 09:35:26	This one is still with the Adhara NOC team. They are trying to solve the congestion problems. Target resolution is today 23/1/15, we have no specific time frame so we will update you as soon as we have more information from BT.
Update Monday 10:03:08	we are expecting an update on this later this afternoon
Update Monday 16:23:32	BT are seeing some errors on slot 7 on one of the 7750’s, they looking to swap it over this evening, then they will monitor it, will update you once I get any further update.
Update Yesterday 09:20:48	We are checking with BT whether or not a change was made over night.
Broadband Users Affected	0.03%
Started	4 Jan 18:00:00 by AA Staff
Expected close	Today 09:20:53

Monday 10:37:45

[Broadband] - Peak time packet loss on LOWER HOLLOWAY exchange - Open

Details 09 Dec 2014 11:20:04	Some lines on the LOWER HOLLOWAY exchange are experiencing peak time packet loss. We have reported this to BT and they are investigating the issue.
Update 11 Dec 2014 10:46:42	BT have passed this to TSO for investigation. We are waiting for a further update.
Update 12 Dec 2014 14:23:56	BT's Tso are currently investigating the issue.
Update 16 Dec 2014 12:07:31	Other ISPs are seeing the same problem. The BT Capacity team are now looking in to this.
Update 17 Dec 2014 16:21:04	No update to report yet, we're still chasing BT...
Update 18 Dec 2014 11:09:46	The latest update from this morning is: "The BT capacity team have investigated and confirmed that the port is not being over utilized, tech services have been engaged and are currently investigating from their side."
Update 19 Dec 2014 15:47:47	BT are looking to move our affected circuits on to other ports.
Update 13 Jan 10:28:52	This is being escalated further with BT now, update to follow
Update 19 Jan 12:04:34	This has been raised as a new reference as the old one was closed. Update due by tomorrow AM
Update 20 Jan 12:07:53	BT will be checking this further this evening so we should have more of an update by tomorrow morning
Update 22 Jan 09:44:47	An update is due by the end of the day
Update 22 Jan 16:02:24	This has been escalated further with BT, update probably tomorrow now
Update 23 Jan 09:31:23	we are still waiting for a PEW to be relayed to us. BT will be chasing this for us later on in the day.
Update Monday 09:46:03	BT are doing a 'test move' this evening where they will be moving a line onto another VLAN to see if that helps with the load, if that works then they will move the other affected lines onto this VLAN. Probably Wednesday night.
Update Monday 10:37:45	there will be an SVLAN migration to resolve this issue on Wednesday 28th Jan.
Update expected	Tomorrow 09:00:00
Previously expected	19 Dec 2014 15:14:17 (Last Estimated Resolution Time from AAISP)

Monday 09:41:39

[Broadband] - Evening congestion at BT EUSTON - Open

Details 20 Jan 12:53:37	We are seeing low level packet loss on some BT circuits connected to the EUSTON exchange, this has been raised with BT and as soon as we have an update we will post an update here.
Update 20 Jan 12:57:32	Here is an example graph:
Update 22 Jan 09:02:48	We are due an update on this one later this PM
Update 23 Jan 09:36:21	BT are chasing this and we are due an update at around 1:30PM.
Update Monday 09:41:39	Work was done over night on the BT side to move load onto other parts of the network, we will check this again this evening and report back.
Update Yesterday 10:33:05	We are still seeing lines with evening packet loss but BT don't appear to understand this and after spending the morning arguing with them they have agreed to investigate further. Update to follow.
Broadband Users Affected	0.07%
Started	10 Jan 12:51:26 by AAISP automated checking
Previously expected	21 Jan 16:51:26

23 Jan 09:33:48

[Broadband] - Congestion on various exchanges. - Open

Details 8 Jan 15:44:04	We are seeing some levels of congestion in the evening on the following exchanges: BT COWBRIDGE, BT MORRISTON, BT WEST (Bristol area), BT CARDIFF EMPIRE, BT THORNBURY, BT EASTON, BT WINTERBOURNE, BT FISHPONDS, BT LLANTWIT MAJOR. These have been reported to BT and they are currently investigating.
Update 8 Jan 15:56:59	He is an example graph:
Update 9 Jan 15:21:53	BT have been chased further on this as they have not provided an update as promised.
Update 9 Jan 16:19:48	We did not see any congestion over night on the affected circuits but we will continue monitoring all affected lines and post another update on Monday.
Update 12 Jan 10:37:32	We are still seeing congestion on the Exchanges listed above between the hours of 20:00hrs and 22:30hrs. We have updated BT and are awaiting their reply.
Update 20 Jan 12:52:05	We are now seeing congestion starting from 19:30 to 22:30 on these exchanges. We are awaiting an update from BT.
Update 21 Jan 11:13:44	BT have sent this into the TSO team, we are to await their investigation results. We will provide another update as soon as we have a reply.
Update 22 Jan 09:06:14	An update is expected on this tomorrow
Update 23 Jan 09:33:48	This one is still being investigated at the moment, and may need a card or fiber cable fitting, Will chase this for an update later on in the day.
Broadband Users Affected	0.30%
Started	8 Jan 15:40:15 by AA Staff
Update was expected	23 Jan 13:30:00

19 Jan 16:08:37

[Email and Web Hosting] - Spam "Learning" Features Down for Maintenance - Open

Details 17 Jul 2014 10:08:44	Our email services can learn spam/non-spam messages. This feature is currently down for maintenance as we work on the back-end systems. This means that if you move email in to the various 'learn' folders they will stay there and will not be processed at the moment. For the moment, we advise customers not to use this feature. Will will post updates in the next week or so as we may well be changing how this feature works. This should not affect any spam scores etc, but do contact support if needed.
Update 29 Jul 2014 11:42:12	This project is still ongoing. This should not be causing too many problems though, as the spam checking system has many many other ways to determine if a message is spam or not. However, for now, if customers have email that is miss-classified by the spam checking system then please email the headers in to support and we can make some suggestions.
Update 19 Jan 16:08:37	We are working on rebuilding the spam learning system. We expect to make this live in the next couple of weeks.
Started	17 Jul 2014 10:00:00
Update expected	Tomorrow 13:00:00

8 Jan 12:39:06

[Control Pages] - Minor: Removal of old graph page - Open

Details 8 Jan 12:49:24	We're going to remove the legacy fb6000.cgi page that was originally used to display CQM graphs on the control pages. This does not affect people who use the control pages as normal, but we've noticed that fb6000.cgi URLs are still being accessed occasionally. This is probably because the old page is being used to embed graphs into people's intranet sites, for example, but accessing graph URLs via fb6000.cgi has been deprecated for a long time. The supported method for obtaining graphs via automated means is via the "info" command on our API: http://aa.net.uk/support-chaos.html This is likely to affect only a handful of customers but, if you believe you're affected and require help with accessing the API, please contact support. We will remove the old page after a week (on 2015-01-15).
Update 9 Jan 08:52:28	We'll be coming up with some working examples of using our CHAOS API to get graphs, we'll post an update here today or monday.
Update 12 Jan 16:19:58	We have an example here: https://wiki.aa.net.uk/CHAOS
Started	8 Jan 12:39:06 by AA Staff
Previously expected	15 Jan 17:00:00

18 Aug 2014 10:00:00

[VoIP] - Removal of our 'C' VoIP Platform (March 2015) - Open

Details 18 Aug 2014 10:48:39	Our legacy 'C' VoIP platform will be removed from service on March 2nd 2015. This platform is now old, tired and we have a better VoIP platform: our FireBrick-based 'Voiceless' platform. We have created a wiki page with details for customers needing to move platforms: http://wiki.aa.org.uk/VoIP_-_Moving_Platform We will be contacting customers individually by email later in the year, but we'd recommend that customers start moving now. The wiki page above explains how to move, and in most cases it is simply changing the server details in your VoIP device. Please do contact Support for help though.
Started	18 Aug 2014 10:00:00 by AAISP Staff
Update expected	2 Mar 11:00:00
Expected close	2 Mar 10:00:00

03 Jun 2014 17:00:00

[General] - Routine router upgrades - Open

Details 03 Jun 2014 18:20:39	The router upgrades went well, and now there is a new factory release we'll be doing some rolling upgrades over the next few days. Should be minimal disruption.
Update 03 Jun 2014 18:47:21	First batch of updates done.
Started	03 Jun 2014 17:00:00
Previously expected	07 Jun 2014

14 Apr 2014

[Mobile SIMs] - New SMS platform in development - Open

Details 13 Apr 2014 17:29:53	We handle SMS, both outgoing from customers, and incoming via various carriers, and we are now linking in once again to SMS with mobile voice SIM cards. The original code for this is getting a tad worn out, so we are working on a new system. It will have ingress gateways for the various ways SMS can arrive at us, core SMS routing, and then output gateways for the ways we can send on SMS. The plan is to convert all SMS to/from standard GSM 03.40 TPDUs. This is a tad technical I know, but it will mean that we have a common format internally. This will not be easy as there are a lot of character set conversion issues, and multiple TPDUs where concatenation of texts is used. The upshot for us is a more consistent and maintainable platform. The benefit for customers is more ways to submit and receive text messages, including using 17094009 to make an ETSI in-band modem text call from suitable equipment (we think gigasets do this). It also means customers will be able to send/receive texts in a raw GSM 03.40 TPDU format, which will be of use to some customers. It also makes it easier for us to add other formats later. There will be some changes to the existing interfaces over time, but we want to keep these to a minimum, obviously.
Update 21 Apr 2014 16:27:23	Work is going well on this, and we hope to switch Mobile Originated texting (i.e. texts from the SIP2SIM) over to the new system this week. If that goes to plan we can move some of the other ingress texting over to the new system one by one. We'll be updating documentation at the same time. The new system should be a lot more maintainable. We have a number of open tickets with the mobile carrier and other operators to try and improve the functionality of texting to/from us. These cover things like correct handling of multi-part texts, and correct character set coding. The plan is ultimately to have full UTF-8 unicode support on all texts, but that could take a while. It seems telcos like to mess with things rather than giving us a clean GSM TPDU for texts. All good fun.
Update 22 Apr 2014 08:51:09	We have updated the web site documentation on this to the new system, but this is not fully in use yet. Hopefully this week we have it all switched over. Right now we have removed some features from documenation (such as delivery reports), but we plan to have these re-instated soon once we have the new system handling them sensibly.
Update 22 Apr 2014 09:50:44	MO texts from SIP2SIM are now using the new system - please let support know of any issues.
Update 22 Apr 2014 12:32:07	Texts from Three are now working to ALL of our 01, 02, and 03 numbers. These are delivered by email, http, or direct to SIP2SIM depending on the configuration on our control pages.
Update 23 Apr 2014 09:23:20	We have switched over one of our incoming SMS gateways to the new system now. So most messages coming from outside will use this. Any issues, please let support know ASAP.
Update 25 Apr 2014 10:29:50	We are currently running all SMS via the new platform - we expect there to be more work still to be done, but it should be operating as per the current documentation now. Please let support know of any issues.
Update 26 Apr 2014 13:27:37	We have switched the DNS to point SMS to the new servers running the new system. Any issues, please let support know.
Started	14 Apr 2014
Previously expected	01 May 2014

11 Apr 2014 15:50:28

[VoIP] - Restart of C SIP server - Open

Details 11 Apr 2014 15:53:42	There is a problem with the C server and it needs to be restarted again after the maintenance yesterday evening. We are going to do this at 17:00 as we need it to be done as soon as possible. Sorry for the short notice.
Started	11 Apr 2014 15:50:28

07 Apr 2014 13:45:09

[VoIP] - Maintenance: proxy.aasip.co.uk - Open

Details 07 Apr 2014 13:52:31	We will be carrying out some maintenance on our 'C' SIP server outside office hours. It will cause disruption to calls, but is likely only to last a couple of minutes and will only affect calls on the A and C servers. It will not affect calls on our "voiceless" SIP platform or SIP2SIM. We will do this on Thursday evening at around 22:30. Please contact support if you have any questions.
Update 10 Apr 2014 23:19:59	Completed earlier this evening.
Started	07 Apr 2014 13:45:09
Previously expected	10 Apr 2014 22:45:00

25 Sep 2013

[Mobile SIMs] - Maintenance on Three Data SIM network - Open

Details
18 Sep 2013 16:32:41

We have received notification that Three's network team will be carrying out maintenance on one of the nodes that routes our data SIM traffic between 00:00 and 06:00 on Weds 25th September. Some customers may notice a momentary drop in connections during this time as any SIMs using that route will disconnect when the link is shut down. Any affected SIMs will automatically take an alternate route when they try and reconnect. Unfortunately, we have no control over the timing of this as it is dependent on the retry strategy of your devices. During the window, the affected node will be offline therefore SIM connectivity should be considered at risk throughout.

Started

25 Sep 2013

[Email and Web Hosting] - Spam Checking Changes - Open

Details
21 Jan 20:50:45

Over the coming week we'll be upgrading our spam servers. This is involving new hardware as well as using a newer spam software version (Spamassassin), and some other changes and tweaks.
We'd appreciate any feedback of mail being incorrectly marked as spam or not. Please email the headers in to support@aa.net.uk and we'll be happy to look in to them.
This is in part related to the status post about the 'learning' system - that post will be updated too.

Expected close

31 Jan 15:00:00

Yesterday 15:45:12

[Broadband] - Connection problems to 21CN-BRAS-RED3-BM-TH - Closed

Details Yesterday 13:45:04	There appears to be a problem with one of BT's BRAS's (21CN-BRAS-RED3-BM-TH) where customers are unable to connect. We are speaking to BT about this now and will update this post ASAP.
Update Yesterday 13:52:57	BT 'tech services' are aware and dealing as we speak ....
Update Yesterday 13:54:12	There are engineers on site already!
Update Yesterday 15:45:36	WOW. BT have fixed their BRAS fault in record time.
Broadband Users Affected	0.01%
Started	Yesterday 12:19:21
Closed	Yesterday 15:45:12
Previously expected	Yesterday 17:42:21

Yesterday 12:07:56

[VoIP] - Call recording - Closed

Details Yesterday 11:39:35	We have identified a problem on our VOIP platform where some calls are not being recorded, engineers are working on this now. Update to follow.
Update Yesterday 12:11:32	The problem's fixed. We don't think it actually affected any customers, only staff, but please do contact support if you notice any problems.
Started	Yesterday 10:37:49
Closed	Yesterday 12:07:56
Previously expected	Yesterday 15:37:49

24 Jan 08:17:21

[Broadband] - Some general congestion - Closed

Details 23 Jan 08:35:26	In addition to all of the BT issues we have ongoing (and affecting all ISPs), we have seen some signs of congestion in the evening last night - this is due to planned switch upgrade work this morning. Normally we aim not to be the bottleneck, as you know, but we have moved customers on to half of our infrastructure to facilitate the switch change, and this puts us right on the limit for capacity at peak times. Over the next few nights we will be redistributing customers back on to the normal arrangement of three LNSs with one hot spare, and this will address the issue. Hopefully we have enough capacity freed up to avoid the issue tonight. Sorry for any inconvenience. Longer term we have more LNSs planned as we expand anyway.
Update 24 Jan 07:30:14	The congestion was worse last night, and the first stage of moving customers back to correct LNSs was done over night. We are completing this now (Saturday morning) to ensure no problems this evening.
Resolution	Lines all moved to correct LNS so there should be no issues tonight.
Started	22 Jan
Closed	24 Jan 08:17:21
Previously expected	24 Jan 08:30:00

23 Jan 06:47:57

[Broadband] - Core Switch Upgrade - Completed

Details 19 Jan 09:55:58	We are replacing one of our core switches in London on Friday from 6AM. This should not be service affecting, but should be considered an 'at risk' period. We'll update this post as this work is carried out.
Update 21 Jan 15:01:16	This has been rescheduled for Friday 6AM.
Update 23 Jan 06:23:05	Work on this is about to start.
Update 23 Jan 06:48:22	This work has been completed.
Started	23 Jan 06:00:00
Closed	23 Jan 06:47:57

22 Jan 09:48:14

[Broadband] - Congestion on Hunslet exchange - Closed

Details 13 Jan 12:17:05	We are seeing low level packet loss on the Hunslet exchange (BT tails) this has been reported to BT. All of our BT tails connected to the Hunslet exchange are affected.
Update 13 Jan 12:27:11	Here is an example graph:
Update 15 Jan 11:50:15	Having chased BT up they have promised us an update by the end of play today.
Update 16 Jan 09:07:51	Bt have identified a card fault within their network. We are just waiting for conformation as to when it will be fixed.
Update 19 Jan 09:31:11	It appears this is now resolved - well BT have added extra capacity on the link: "To alleviate congestion on acc-aln2.ls-bas -10/1/1 the OSPF cost on the backhauls in area 8.7.92.17 to acc-aln1.bok and acc-aln1.hma have been temporarily adjusted to 4000 from 3000. This has brought traffic down by about 10 to 15 % - and should hopefully avoid the over utilisation during peak"
Resolution	Work has been completed on the BT network to alleviate traffic
Broadband Users Affected	0.01%
Started	11 Jan 12:14:28 by AAISP Pro Active Monitoring Systems
Closed	22 Jan 09:48:14

19 Jan 12:01:39

[Broadband] - Congestion on TT BERMONDSEY - Info

Details 14 Jan 11:23:00	We have reported congestion effecting TT BERMONDSEY in the evenings starting from the 8th of Jan. Updates will follow when we have them. Thanks for your patience.
Update 14 Jan 11:28:46	Here is an example graph
Update 15 Jan 10:31:10	Talk Talk have now fixed the congestion issue and we are no longer seeing packet loss.
Started	8 Jan 11:20:05

19 Jan 11:28:57

[Broadband] - Router Vulnerability: CVE-2014-9222 / misfortune cookie - Info

Details 19 Dec 2014 09:44:48	Today the CVE-2014-9222 router vulnerability AKA 'misfortune cookie' has been announced at http://mis.fortunecook.ie/ This is reported to affect many broadband routers all over the world. The web page has further details. We are contacting our suppliers for their take on this, we'll post follow-ups to this status post shortly. It is also worth noting that at the time of writing CVE-2014-9222 is still 'reserved': http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2014-9222
Update 19 Dec 2014 09:52:28	Technicolor Routers:- These routers are not (yet?) on the list, we are awaiting a response from Technicolor regarding this. Update: Technicolor say "We don’t use that webserver, so not impacted”"
Update 19 Dec 2014 09:59:46	ZyXEL P-660R-D1: This router is on the list. We are awaiting a response from ZyXEL though. We do already have this page regarding the web interface on ZyXELs: http://wiki.aa.org.uk/Router_-_ZyXEL_P660R-D1#Closing_WAN_HTTP and closing the Web server from the WAN may help with this vulnerability. Update: The version of RomPager (the web server) on ZyXELs that we have been shipping for some time is 4.51. Allegedly versions before 4.34 are vulnerable, so they may not be vulnerable. You can tell the version with either: wget -S IP.of.ZyXEL or curl --head IP.of.ZyXEL Update 2015-01-07: P-660R-D1 Not affected: http://www.zyxel.com/support/ZyXEL_Helps_You_Guard_against_misfortune_cookie_vulnerability.shtml
Update 19 Dec 2014 10:00:57	Dlink 320B: We supply these in Bridge mode and therefore are not vulnerable.
Update 19 Dec 2014 10:02:38	FireBrick: Firebricks are not vulnerable.
Started	19 Dec 2014 09:00:00

16 Jan 09:16:49

[Broadband] - TalkTalk blip - Info

Details 15 Jan 14:26:38	Just before 2PM today a number of TalkTalk circuits dropped out, it looks like they have all now come back on line. We are investigation this with TalkTalk
Update 15 Jan 14:54:39	TT are investigating further but initial response from them "nothing is presenting me with an obvious answer other than what appears to have been a connectivity problem to HEX" Update to follow
Update 16 Jan 09:17:35	Update from TT. Summary Network monitoring has identified that Wholesale Business customers across the country may have experienced a brief loss of service between 14:00 and 14:05. Network Monitoring completed by our NOC has identified that there was a drop of traffic at these times between a Network Core Router at the Brentford Data Centre (NCR002.BRE) and a Redback router (LTS001.HEX). This subsequently caused Wholesale Business customers who route through Harbour exchange to experience a loss of service.
Resolution	Technical / Suspected Root Cause Investigations by our Network Support have identified that this issue occurred due to planned LTS work under SR8753. This work caused the queues on the LTS to fill up and caused a CPU spike, which in turn caused the tunnels to drop. There are plans to increase circuit capacity going forward to ease bandwidth levels and prevent a repeat of this issue.
Broadband Users Affected	1%
Started	15 Jan 14:24:54
Closed	16 Jan 09:16:49
Cause	Carrier
Previously expected	15 Jan 18:24:54

15 Jan 22:00:56

[VoIP] - Snom Phone Vulnerability - Info

Details
14 Jan 14:28:23

Snom have released a security announcement regarding their phones having number of vulnerabilities:
http://wiki.snom.com/8.7.5.15_OpenVPN_Security_Update

We advise customers to upgrade their firmware. We have a wiki page with more information on this:
http://wiki.aa.org.uk/SNOM_Firmware_Updates

We will be emailing customers that are using our VoIP service with a Snom phone shortly.

Update
15 Jan 22:00:56

Update 15th Jan 2015, 9pm: Snom have (yet again) updated their Security Update page. It is now stating that a firmware patch upgrade is not needed in most cases. We have advised customers to to upgrade, but it seems it is not as clear cut was it was earlier! We suggest people using Snom phones to review Snom's Security Update pages: http://wiki.snom.com/Security_update

Started

14 Jan 14:00:00

13 Jan 11:46:40

[Broadband] - Christmas Usage allowance for our 'Units' Customers - Info

Details 18 Dec 2014 20:00:52	The working days between Christmas and New Year are "Christmas" rate, this means that any usage on 29th, 30th, and 31st December is not counted towards your Units allowance. As usual, bank holidays are treated as 'Weekend' rate. (This doesn't apply to Home::1 or Office::1 customers.) We wish all out customers a Merry Christmas!
Started	18 Dec 2014 19:00:00

11 Jan 11:36:06

[Broadband] - Urgent router restart - Completed

Details 11 Jan 11:14:41	We may have to restart one or two of our LNSs in the early hours of Monday morning as there seems to be an issue with them. This is not affecting service at present but does mean we do not have any of the normal graphs which are essential to diagnostics and fault handling. Lines should reconnect promptly and ideally only be off for a few seconds, but, as usual, this very much depends on the routers and some lines make take a few minute to reconnect. There may be a second controlled PPP restart for some lines that end up on the wrong LNS once lines have stabilised.
Resolution	False alarm, work cancelled.
Broadband Users Affected	66%
Started	12 Jan
Closed	11 Jan 11:36:06
Previously expected	12 Jan 07:00:00

10 Jan 20:00:00

[Broadband] - TT line issues - Closed

Details 10 Jan 19:44:03	Since 19:20 we have seen issues on all TalkTalk backhaul lines. Investigating
Update 10 Jan 20:08:08	Looks to be recovering
Update 10 Jan 21:32:01	Most lines are up as of 8pm. We'll investigate the cause of this.
Started	10 Jan 19:20:00
Closed	10 Jan 20:00:00

10 Jan 15:35:00

[Broadband] - Some wholesale customers offline - Closed

Details 10 Jan 10:13:09	We are investigating a problem affecting some wholesale customers. This seems to be a data centre connectivity fault. Updatea to follow.
Update 10 Jan 10:23:40	This is related to a fault with Datahop,outside of our network. They are aware and investigating.
Update 10 Jan 15:37:12	Our Datahop ports are now back online. (Ironically, they came on line whilst waiting on hold for their NOC!). Wholesales lines are starting to reconnect. We suspect a faulty switch is to blame within Datahop.
Update 10 Jan 21:09:52	Datahop confirm this was caused by a faulty switch.
Started	10 Jan 09:20:00
Closed	10 Jan 15:35:00

8 Jan 12:51:58

[General] - First line support team job - Info

Details 8 Jan 12:51:58	We are looking for someone to join our Technical Support team in Bracknell, info here: aa.net.uk/job.pdf
Started	8 Jan 12:50:00

17 Dec 2014 11:45:55

[DNS] - secondary-dns Zone Transfer Problems - Closed

Details 17 Dec 2014 11:09:30	We are looking in to a problem on secondary-dns.co.uk at the moment as it is requesting transfers from the 'wrong' IP address. We hope to 'resolve' this soon.
Resolution	This has been fixed, zones are catching up now. Sorry for the inconvenience caused.
Started	17 Dec 2014 09:00:00
Closed	17 Dec 2014 11:45:55

15 Dec 2014 10:00:00

[Mobile SIMs] - Problem with Activating and Suspending Data SIMs - Closed

Details 11 Dec 2014 15:52:46	The mobile carrier (Three) have a problem affecting the activating and suspending of SIMs. They are aware of this and it is being worked on.
Update 15 Dec 2014 14:50:04	This is still open, we are chasing this with the carrier.
Resolution	From the carrier: "Three have monitored the issue over the weekend and no further incidents of this have been reported. They have restarted the affected platform and all requests have been processed as normal. We're sorry for any inconvenience for the delay in processing the requests."
Started	10 Dec 2014 13:00:00
Closed	15 Dec 2014 10:00:00

12 Dec 2014 11:00:40

[Broadband] - Packet loss on some TT lines in South England from 9AM - Closed

Details 11 Dec 2014 10:42:15	We are seeing some TT connected lines with packetloss starting at 9AM yesterday and today. The loss lasts until 10AM and then there continues a low amount of loss. We have reported this to TalkTalk
Update 11 Dec 2014 10:46:34	This is the pattern of loss we are seeing:
Update 12 Dec 2014 12:00:04	No loss has been seen on these lines today. We're still chasing TT for any update though.
Resolution	The problem went away... TT were unable to find the cause.
Broadband Users Affected	7%
Started	11 Dec 2014 09:00:00
Closed	12 Dec 2014 11:00:40

11 Dec 2014 14:15:00

[Broadband] - BT issue affecting SOHO AKA GERRARD STREET - Closed

Details 11 Dec 2014 14:13:58	BT issue affecting SOHO AKA GERRARD STREET 21CN-ACC-ALN1-L-GER. we have reported to this BT and they are now investigating.
Update 11 Dec 2014 14:19:33	BT are investigating, however the circuits are mostly back online.
Started	11 Dec 2014 13:42:11 by AAISP Pro Active Monitoring Systems
Closed	11 Dec 2014 14:15:00
Previously expected	11 Dec 2014 18:13:11 (Last Estimated Resolution Time from AAISP)

04 Dec 2014 10:18:06

[General] - New Status Page URL:- aastatus.net - Info

Details 21 Jul 2014 15:49:07	We now have a new official URL for our Status Pages: https://aastatus.net The reason for the change is to make the status pages completely independent of any AAISP infrastructure. They were already hosted on a server in Amsterdam out side of our network, and now the DNS is independent too. Anyone using status.aa.net.uk should update to use aastatus.net
Started	21 Jul 2014 15:45:00

04 Dec 2014 10:15:46

[Mobile SIMs] - O2/EU roaming SIMs - Info

Details 04 Jul 2014 11:00:06	Just to update - we have the physical SIM cards now, and we have pricing agreed. They are not yet provisioned on the network and that will hopefully be start of next week at which point we'll be able to start selling them. Thank you all for your patience.
Started	04 Jul 2014
Previously expected	08 Jul 2014

02 Dec 2014 09:05:00

[Broadband] - Bradwell Abbey FTTP - Packet loss - Closed

Details 01 Dec 2014 21:54:24	All FTTP circuits on Bradwell Abbey have packetloss. This started at about 23:45 on 30th November. This is affecting other ISPs too. BT did have an Incident open, but this has been closed. They restarted a line card last night, but it seems the problem has been since the card was restarted. We are chasing BT. Example graph:
Update 01 Dec 2014 22:38:39	It has been a struggle to get the front line support and the Incident Desk at BT to accept that this is a problem. We have passed this on to our Account Manager and other contacts within BT in the hope of a speedy fix.
Update 02 Dec 2014 07:28:40	BT have tried doing something overnight, but the packetloss still exists at 7am 2nd December. Our monitoring shows: packet loss it stops at 00:30 The lines go off between 04:20 and 06:00 The packet loss starts again at 6:00 when they come back onine. We've passed this on to BT.
Update 02 Dec 2014 09:04:56	Since 7AM today, the lines have been OK... we will continue to monitor.
Started	30 Nov 2014 23:45:00
Closed	02 Dec 2014 09:05:00

03 Dec 2014 09:44:00

[Broadband] - Congestion on TalkTalk Walworth Exchange - Closed

Details 27 Nov 2014 16:31:03	We are seeing what looks like congestion on the Walworth exchange. Customers will be experiencing high latency, packetloss and slow throughput in the evenings and weekends. We have reported this to TalkTalk.
Update 02 Dec 2014 09:39:27	Talk Talk are still investigating this issue.
Update 02 Dec 2014 12:22:04	The congestion issue has been discovered on Walworth Exchange and Talk Talk are in the process of traffic balancing.
Update 03 Dec 2014 10:30:14	Capacity has been increased and the exchange is looking much better now.
Started	27 Nov 2014 16:28:35
Closed	03 Dec 2014 09:44:00

03 Dec 2014 18:20:00

[Broadband] - MTU issues on some BT 21CN lines - Closed

Details 03 Dec 2014 10:45:55	We are seeing MTU issues on some 21CN lines this morning where lines are unable to pass more than 1462 byte IP packets. It isn't affecting all lines, and the common factor appears to be that they are on ACC-ALN1 BRASs in London, but not all lines on those BRASs are affected. We have reported the issue to BT Wholesale and they are investigating the issue.
Update 03 Dec 2014 16:18:23	BT have now raised an incident and are investigating.
Update 03 Dec 2014 18:57:49	This has been fixed. We've been speaking to some network guys at BT this evening and helping them find the fault.
Resolution	BT fixed this last night. We believe BT had equipment in the network that was miss-configured.
Started	03 Dec 2014 09:00:00
Closed	03 Dec 2014 18:20:00

10 Dec 2014 15:25:48

[General] - Router upgrades - Completed

Details 03 Dec 2014 08:26:55	Having sorted the BGP issue this week we will be rolling out upgrades over the next few days with LNS upgrades over night, and some router upgrades early in the mornings.
Started	03 Dec 2014
Closed	10 Dec 2014 15:25:48
Previously expected	08 Dec 2014

22 Nov 2014 09:00:00

[Mobile SIMs] - Data SIMs - Activation Problems - Closed

Details 19 Nov 2014 21:29:04	Customers with SIMs are currently unable to activate them. The fault has been escalated within the Network carrier (Three). We'll update this post when we get further news.
Update 21 Nov 2014 09:13:50	SIMs are not activating correctly. We do apologise for the delay. Customers can now activate SIMs via the control pages.
Started	18 Nov 2014 15:00:00
Closed	22 Nov 2014 09:00:00

19 Nov 2014 17:00:20

[Email and Web Hosting] - smtp.aa.net.uk - Server Failure - Closed

Details 17 Nov 2014 08:42:08	Our outgoing email service, smtp.aa.net.uk, is made up of multiple servers for resilience. One of these servers had a disk system failure over the weekend and has been taken out of service for repair. Before the server was removed from the pool it would have been reporting errors to customers trying to send email and not accepting connections. At the moment we are running on a single server whilst the faulty one is repaired. We don't expect this to be a problem. Customers are able to send email OK. Email that was on the server before it died has been recovered and will be relayed on this morning. -This may mean a small number of emails will be delayed.
Update 19 Nov 2014 11:45:23	Queued mail on the faulty server was restored on Monday evening.
Started	17 Nov 2014 08:36:01
Closed	19 Nov 2014 17:00:20

19 Nov 2014 16:20:46

[Broadband] - Routing Problems (Lonap) - Closed

Details 19 Nov 2014 15:11:12	Lonap (one of the main Internet peering points in the UK) has a problem. We have stopped passing traffic over Lonap. Customers may have seen packetloss for a short while, but routing should be OK now. We are monitoring the traffic and will bring back Lonap when all is well.
Update 19 Nov 2014 16:21:29	The Lonap problem has been fixed, and we've re-enabled our peering.
Started	19 Nov 2014 15:00:00
Closed	19 Nov 2014 16:20:46

21 Nov 2014 00:18:00

[Broadband] - TalkTalk RAS Blip - Closed

Details 21 Nov 2014 10:58:09	We have a number of TT lines down all on the same RAS: HOST-62-24-203-36-AS13285-NET. We are chasing this with TalkTalk.
Update 21 Nov 2014 11:01:29	Most lines are now back. We have informed TalkTalk.
Update 21 Nov 2014 12:18:22	TT have come back to us. They were aware of the problem, it was caused by a software problem on an LTS.
Started	21 Nov 2014 10:45:00
Closed	21 Nov 2014 00:18:00

25 Nov 2014 10:43:46

[Broadband] - Congestion on several exchanges - Closed

Details 21 Oct 2014 14:10:19	We're seeing congestion from 10am up to 11:30pm across the BT Rose Street, PIMLICO and the High Wycombe exchange. A fault has been raised with BT and we will post updates as soon as we can. Thanks for your patience.
Update 28 Oct 2014 11:23:44	Rose Street and High Wycombe are now clear. Still investigating Pimlico
Update 03 Nov 2014 14:41:45	Pimlico has now been passed to BT's capacity team to deal with . Further capacity is needed and will be added asap. We will provide updates as soon as it's available.
Update 05 Nov 2014 10:12:30	We have just been informed by the BT capacity team that end users will be moved to a different VLAN on Friday morning. We will post futher updates when we have them.
Update 11 Nov 2014 10:23:59	Most of the Pimlico exchange is now fixed. Sorry for the delay.
Update 19 Nov 2014 11:01:57	There is further planned work on the Pimlico exchange for the 20th November. This should resolve the congestion on the Exchange.
Update 25 Nov 2014 10:44:43	Pimlico lines are now running as expected. Thanks for your patience.
Started	21 Oct 2014 13:31:50
Closed	25 Nov 2014 10:43:46

02 Dec 2014 08:52:25

[General] - Router investigations - Completed

Details 20 Nov 2014 09:37:01	We have had a couple of incidents over the last few weeks with some external routes vanishing from our network. Whilst this may seem quite minor it simply should not happen. As such we are working on some investigation over the next few days. This may mean re-loading some routers to add additional diagnostics. In general this is a pretty seamless operation as packets are re-routed around the equipment that is being reloaded. However, there is a small risk of issues.
Update 25 Nov 2014 10:25:38	Investigations are going well and have not needed any changes yet. We may be reloading two routers later today (Tuesday) which should have little or no impact, but will help us with diagnostics.
Update 01 Dec 2014 09:22:04	We think we may have found the cause of the routing issue, and plan to upgrade some routers during the week. This should be relatively seamless.
Update 01 Dec 2014 17:11:04	Some router upgrades this evening (Monday). We have seen this cause a blip on TalkTalk lines before, but hopefully that will not happen this time. In any case we expect any disruption to be a few seconds at most, and for most people none at all.
Resolution	The changes seem to have worked. We will also be upgrading again later in the week. Thank you all for your patience.
Started	21 Nov 2014
Closed	02 Dec 2014 08:52:25
Previously expected	08 Dec 2014

04 Nov 2014 16:47:11

[Broadband] - Missing graphs - Closed

Details 04 Nov 2014 09:42:18	Several graphs have been missing in recent weeks, some days, and some LNSs. This is something we are working on. Unfortunately, today, one of the LNSs is not showing live graphs again, and so these will not be logged over night. We hope to have a fix for this in the next few days. Sorry for any inconvenience.
Resolution	The underlying cause has been identified and will be deployed over the next few days.
Started	01 Oct 2014
Closed	04 Nov 2014 16:47:11
Previously expected	10 Nov 2014

03 Nov 2014 15:00:00

[Email and Web Hosting] - Outgoing mail servers blacklisted - Closed

Details 03 Nov 2014 10:07:42	Due to a customer managing to send spam through our outgoing mail relays (smtp.aa.net.uk) some of the server IP addresses have been blacklisted. We're working on getting the IPs removed from the blacklists. In the mean time, apologies for any inconvenience.
Update 03 Nov 2014 13:50:58	This shouldn't be affecting customers today as we've changed relay IP addresses. If you see any bounces now, please contact support.
Started	03 Nov 2014 10:05:41
Closed	03 Nov 2014 15:00:00
Previously expected	03 Nov 2014 14:05:41

10 Nov 2014 09:00:00

[General] - Router update - Completed

Details 05 Nov 2014 13:30:50	Some routers will be updated tomorrow morning, this should have little or no impact. We are also doing LNS upgrades over the next 3 nights anyway.
Update 06 Nov 2014 06:09:29	The upgrades went as planned, but we are extending this PEW to mornings over next few days.
Started	06 Nov 2014
Closed	10 Nov 2014 09:00:00
Previously expected	10 Nov 2014 08:00:00

05 Nov 2014 02:27:31

[Broadband] - LNS reset - Completed

Details 04 Nov 2014 09:50:36	Once again we expect to reset one of the LNSs early in the morning. This will not be the usual LNS switch, with the preferred time of night, but all lines on the LNS at once. The exact time depends on staff availability, sorry. This means a clear of PPP which can immediately reconnect. This may be followed by a second PPP reset a few minutes later. We do hope to have a proper solution to this issue in a couple of days.
Resolution	Reset completed. We will do a normal rolling update of LNSs over next three nights. This should address the cause of the problem. If we have issues with graphs before that is complete, we may have to do a reset like this again.
Broadband Users Affected	33%
Started	05 Nov 2014
Closed	05 Nov 2014 02:27:31
Previously expected	05 Nov 2014 07:00:00

01 Nov 2014 11:35:11

[Broadband] - Blip - Closed

Details 01 Nov 2014 11:55:38	There appears to be something of a small DoS attack which resulted in a blip around 11:29:16 today, and caused some issues with broadband lines and other services. We're looking in to this at present and graphs are not currently visible on one of the LNSs for customers.
Update 01 Nov 2014 13:09:44	We expect graphs on a.gormless to be back tomorrow morning after some planned work.
Resolution	Being investigated further.
Started	01 Nov 2014 11:29:16
Closed	01 Nov 2014 11:35:11