Order posts by limited to posts

3 Jun 17:00:00
Details
3 Jun 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
3 Jun 18:47:21
First batch of updates done.
Started 3 Jun 17:00:00
Previously expected 7 Jun

21 Jul 16:21:17
Details
21 Jul 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 our side of our network but now the DNS is independent too. Anyone using status.aa.net.uk should update to use aastatus.net
Started 21 Jul 15:45:00

19 Jul 13:05:20
Details
19 Jul 12:21:16
There are some ordering issues which we expect to be resolved in a couple of hours, sorry for any inconvenience. Please try later.
Update
19 Jul 12:58:10
If you are trying to do a top-up on Home::1, for now, we suggest changing to auto-topup. This will allow the line to work whilst waiting for top-up to be working again. Once the top up then happens you can change back.
Resolution Work completed
Started 19 Jul 11:20:00
Closed 19 Jul 13:05:20
Previously expected 19 Jul 14:00:00

16 Jul 18:00:14
Details
16 Jul 10:13:15
Just to be clear on our policy here - when DRIPA comes in to force, and if A&A become subject to a retention notice for all customers, we aim to work on all practical legal means to minimise the amount of data retained under that legislation - making full use of the bad wording in the Schedule in the 2009 regulations where possible. We also aim to clearly publish what is retained under such a notice and what steps we have taken to minimise such data. Such steps may mean separate companies running email or other services, or even hosting some servers outside the UK, if those are practical steps we can take.

Why? Because blanket mass surveillance is illegal under EU law as it is against our basic human right to privacy as decided by a court, that's why!

Feel free to comment on my blog.

Started 15 Jul

25 Jun 06:28:18
Details
25 Jun 05:39:05
The minor change last night is still having some issues with some servers being slow, and this is currently impacting VoIP. This is still being working on.
Update
25 Jun 06:07:24
VoIP services starting to work properly again, still not 100% right.
Update
25 Jun 06:15:04
VoIP looking a lot healthier now. Still working on tracking down the poor performance issues.
Update
25 Jun 08:35:02
For more details on what happened, please see https://www.facebook.com/AAISP/posts/673421826086051
Resolution We'll be monitoring this closely during the day.
Started 25 Jun 05:38:24
Closed 25 Jun 06:28:18

24 Jun 20:37:53
Details
24 Jun 18:22:57
We are making a very minor change to database formats, but this has resulted in some unexepected impact on some servers using lots of CPU to effect the change. The upshot is some DNS lookups are stalling causing some disruption especially to access to our servers.

The tests we did on the backup/test system did not show this.

However the work is almost over and will be back to normal shortly.

Update
24 Jun 19:22:28
The database update really did take a surprisingly long time to complete, but seems to have finished on the clueless now. The slave servers are completing the updates and we took one of the DNS servers that was being sluggish out of replication until this is finished. Sorry for any inconvenience.
Update
24 Jun 20:11:33
One of the commands in the update has replicated and is taking over an hour on some of the servers. This is not normally an issue, but it looks like the older "C" call server may have problems with registered SIP connections as this has now exceeded the normal SIP registration time. The new call server is not reliant on the central database in the same way so should be fine.

We don't expect the command to take much longer to complete now, but if you need a work around, register on the new call server (voiceless) and that should be fine.

Resolution The servers have caught up.
Started 24 Jun 18:00:00
Closed 24 Jun 20:37:53
Previously expected 24 Jun 19:00:00

8 Jun 18:53:59
Details
8 Jun 18:53:59
Customers with UK domains registered through us will see a new option on the control pages to "Check .uk". This checks if you are entitled to the corresponding domain directly under .uk (i.e. a shorter domain). From Tuesday customers who are entitled to register the .uk domains can then click a button to copy their existing domain and register the new domain. These new domains and corresponding services are the same price as other normal UK domains.

In most cases the new domain is available if you have a domain ending .co.uk, but in a few cases customers with other second level domains are entitled if there was no .co.uk version.

Started 8 Jun 18:00:00
Previously expected 10 Jun 08:00:00

30 Jun 13:49:06
Details
28 May 17:48:23
We're doing some routine router upgrades, and LNS upgrades over the next few days. This should have minimal impact on services.
Started 28 May 17:00:00
Closed 30 Jun 13:49:06
Previously expected 2 Jun

4 Jun 11:00:00
Details
28 May 16:11:35

One of our interconnects in Maidenhead has planned work scheduled for Wednesday 4th June. The interconnect will be taken out of service for around 4 hours. During this time will will routing traffic over our backup link.

Details:

What is at risk: Connectivity to services hosted in Maidenhead. (Hosted servers, web, email, VoIP, control page access, Ethernet customers in Maidenhead). General internet connectivity for ADSL, FTTC and Ethernet customers in London will not be affected.

What is the risk? The risk is that during this time access to some services will be affected. That said, we will have backup link in place which will minimise this risk.

Time this is happening: 10pm Wednesday 4th June through to 6am Thursday 5th June, with downtime estimated of 4 hours.

Started 28 May 15:51:03 by AAISP Staff
Closed 4 Jun 11:00:00
Previously expected 4 Jun 22:00:00 (Last Estimated Resolution Time from Datacentre Staff)

16 May 11:21:56
Details
16 May 11:21:56
The status page is once again posting incidents to Facebook and Twitter: https://www.facebook.com/AAISPStatus https://twitter.com/aaisp
Started 16 May 11:18:55

7 May 14:04:43
Details
7 May 13:50:53
Unfortunately our free SMS 'Keyword' service which uses the number 01444666444 has been withdrawn. We would recommend that customers wanting to have an incoming SMS to email or HTTP post to order a number from our ordering system. You can see a list of area codes which support incoming SMS on http://wiki.aa.org.uk/VoIP_-_SMS
Started 7 May 13:32:00
Closed 7 May 14:04:43

26 Oct 2013 19:00:00
Details
11 Oct 2013 17:12:54
We've fixed a problem with line up/down SMS/email/tweet notifications. This may result in customers receiving old notifications, so please disregard any such historical notifications that you receive.
Update
12 Oct 2013 13:24:43
It looks like the notification system is still a bit broken, with some customers receiving many duplicate notices. We've disabled notifications entirely until we've fixed this. Sorry for any inconvenience.
Update
14 Oct 2013 10:52:12
The notification problem should be fixed now, but please do let support know if you receive any erroneous updates.
Started 11 Oct 2013 17:09:34 by AAISP Staff
Closed 26 Oct 2013 19:00:00

9 Apr 23:00:00
Details
9 Apr 20:02:43

Question: Does the Heartbleed bug affect any AAISP servers?

The answer is that no servers are affected that hold customer data or our aa.net.uk SSL certificate secret key. The control and billing pages, email servers and our ticketing system are all running an unaffected version of openssl.

This doesn't mean that we're running out of date software; we still apply backported security patches to those boxes and plan suitable upgrades in the long term.

Unfortunately, however, we had a single test box that was both affected by the bug and held the CAcert signed certificate that we use for our email services. We are therefore going to revoke that certificate and replace the secret key.

The chances of the key having been leaked are tiny, but we think it is worth this measure as a precaution.

Customers who do not have the CAcert root cert installed may see warnings when they connect to our email services. There is more information here: http://aa.net.uk/cacert.html

Please contact support if you have any questions.

Started 9 Apr 19:40:20 by AAISP Staff
Closed 9 Apr 23:00:00

13 Feb 16:00:00
Details
13 Feb 15:14:54
We are investigating a potential problem with our Maidenhead routers. This should be considered an "at risk" period. Fibre links based in Maidenhead will already have blipped briefly at about 14:55, but we will try to ensure that they do not lose connectivity again.
Started 13 Feb 14:55:00
Closed 13 Feb 16:00:00
Previously expected 13 Feb 16:00:00

3 Apr 15:04:47
Details
1 Apr 08:59:54
As you may be aware the office suffered a break-in in mid March, and as a result we've installed new computers. In a change of direction for A&A we have opted for Windows 8, and are pleased to report that going forward we will only be able to support Windows based devices. Linux and Apple support will be dropped from today. We are also replacing all of our routers with Cisco IOS 14.04.01 based devices so we can deploy Carrier Grade NAT.
Update
1 Apr 13:00:00
Happy April 1st! smiley
Started 1 Apr

7 Apr 13:38:49
Details
31 Mar 15:10:58
There are some router upgrades during this week. We'll roll out changes gradually and disruption should be minimal (few seconds maybe but ideally no outage at all). We'll roll out LNS upgrades as well over night.
Started 31 Mar 17:00:00
Closed 7 Apr 13:38:49
Previously expected 7 Apr

14 Mar 13:45:03
Details
14 Mar 08:25:52
Our offices suffered a break-in last night. Because of this, we may be slow to answer phones, etc, this morning. If it is taking a long time to get through by phone, please email instead.
Update
14 Mar 13:45:42
We're back in the office and mostly back to normal! Thank you for your patience this morning.
Closed 14 Mar 13:45:03

22 Feb 13:00:00
Details
22 Feb 08:03:44
A disk server has failed, it is impacting all web sites we host and email. Engineers are working on this now.
Update
22 Feb 10:08:38
There is a major issue with one of the disk servers, and we are planning to switch to a backup, but that is likely to involve an engineer visit to the data centre.
Update
22 Feb 10:16:44
Engineer is on his way to the data centre now.
Update
22 Feb 11:15:40
This is looking more complex than expected - we have switched the secondary controller, but there are issues with one of the disk arrays as well. Engineer still on site.
Update
22 Feb 11:17:48
Disk array is rebuilding now. We should have email working shortly and then web pages once the disk array rebuilds.
Update
22 Feb 11:57:48
Web space up, and mail servers being reconnected to disk array now.
Update
22 Feb 12:11:56
Issues with web pages again, investigating.
Update
22 Feb 12:14:17
The secondary disk server is now showing problems too. We are working on it.
Update
22 Feb 12:32:03
This is proving to be quite a serious issue - we appear to have issues with two separate disk controllers and with some of the RAID disks and with the file system on one of the disks. This is a very odd multiple failure, especially given that all of this is monitored constantly and was not showing any issues yesterday. We do have daily backups, so if all else fails there are ways to get service restored with backups and some loss of recent emails or changes. At this stage we are working to repair the failed file systems before considering that move.
Update
22 Feb 12:35:22
It looks like we have the mail file store repaired and mail should be back on line shortly.
Update
22 Feb 12:38:27
Web pages back.
Update
22 Feb 12:40:20
Incoming email should now be working again.
Update
22 Feb 12:44:44
We are checking all mail and web servers now to confirm all is well again.
Resolution Obviously this sort of multiple failure is somewhat unexpected. We do have plans for new disk servers anyway, and this type of failure will be considered as part of that system design.
Started 22 Feb 00:39:00
Closed 22 Feb 13:00:00
Previously expected 22 Feb 13:00:00

25 Sep 2013 16:20:00
Details
25 Sep 2013 16:09:44
We're currently investigating a problem with our disk storage server that runs our email and web space. We are investigating.
Update
25 Sep 2013 16:18:26
The server is being restarted at the moment.
Update
25 Sep 2013 16:20:41
Ser server is back on line, we are doing post-boot up checks etc to being the services back online.
Update
25 Sep 2013 16:20:58
Web services are now back online.
Started 25 Sep 2013 16:00:00
Closed 25 Sep 2013 16:20:00

13 Jan 11:39:45
Details
13 Jan 11:39:45
We've updated SSL certificates for our customer facing servers this morning (email, webmail). Users who don't have the CAcert root certificate installed may see errors. Details on http://aa.net.uk/cacert.html
Started 13 Jan 11:38:46

13 Jan 09:00:00
Details
9 Jan 14:41:09
We'll be doing some router upgrades over the weekend - this should have little or no impact.
Started 11 Jan
Closed 13 Jan 09:00:00
Previously expected 12 Jan 23:59:59

03 Dec 2013
Details
02 Dec 2013 16:46:51
We are suffering some unexplained blips with some ports flapping occasionally during the day - and this has been most noticable in effects on Ethernet customers and VoIP services. We believe it is not affecting normal broadband servcies. We have been trying to track this down all day and continue to work on this.
Update
03 Dec 2013 09:27:41
The main issues stopped around 7pm, but we are still looking in to this.
Started 02 Dec 2013 10:00:00
Closed 03 Dec 2013
Previously expected 03 Dec 2013

24 Dec 2013 11:59:17
Details
24 Dec 2013 11:59:17
Just in case any one is concerned, we have renewed the ssl certificate for *.aa.net.uk today. This is used on various systems.

17 Dec 2013 14:54:33
Details
17 Dec 2013 11:14:24

FUD (Fear Uncertainty and Doubt) seems to abound at the moment with a report claiming that there is a secret back-door in BT FTTC modems allowing US DoD / NSA / GCHQ access.

The BT FTTC modems do have a management VLAN for TR069 allowing them to be upgraded, and allowing BT to do things like line tests. This is pretty standard practice and no surprise to anyone.

The hype appears to stem from the fact that BT have used an un-routed block of IP addresses for that management LAN, a block that is assigned to US Department of Defence, 30.x.x.x. This is not uncommon for private management LANs in large networks and does not mean there is any link to the US DoD. It is just a number they picked, and being a block that does not clash with anything in their network or any normal private addresses makes this a reasonably sensible choice.

The paper in question presents no evidence that BT modems have secret spy back doors. Yes, BT could change the firmware in the modem, and could add all sorts if they wanted, just as they could add something to the DSLAM or BRAS or any part of their network. If they did, then they would most likely be found out and a real paper on the issue with actual evidence would be published.

We see no evidence of any deliberate tampering with any packets across the BTW back-haul network, either in the modem or elsewhere.

Happy for comments - this was originally posted on our Facebook page.

Update
17 Dec 2013 14:54:21
Some more links:
  • http://www.ispreview.co.uk/index.php/2013/12/confusion-alleged-gchq-nsa-backdoor-bt-fttc-modems.html
  • http://revk.www.me.uk/2013/12/paraniod-ravings.html

  • 10 Dec 2013 11:10:02
    Details
    10 Dec 2013 10:19:02

    Here are the opening times for the Christmas holiday period:

    • Tuesday 24th December - Open with fewer staff
    • Wednesday 25th December - Closed ***
    • Thursday 26th December - Closed ***
    • Friday 27th December - Skeleton Staff, use email/IRC/SMS to contact us *
    • Saturday 28th December - Closed **
    • Sunday 29th December - Closed **
    • Monday 30th December - Skeleton Staff, use email/IRC/SMS to contact us *
    • Tuesday 31st December - Skeleton Staff, use email/IRC/SMS to contact us *
    • Wednesday 1st January - Closed ***
    • Thursday 2nd January - Open as usual (***)

    Special Holiday Rates

    We are pleased to confirm that customers on our standard units based tariffs will again benefit from a Christmas special rate between Christmas and New Year:

    * The three normal working days between Christmas and New Year will be a Christmas special rate which consumes no units regardless of the amount of usage. That is 27th Dec, 30th Dec, and 31st Dec.
    ** The 28th Dec and 29th Dec being normal Weekend rates.
    *** The 25th Dec, 26th Dec, 1st Jan (and for lines in Scotland, 2nd Jan) are also at Holiday rate.
    The special 'Holiday' rate is the same as weekend rate.


    Merry Christmas and a Happy New Year from all at A&A
    Started 10 Dec 2013 10:00:00

    06 Dec 2013 07:26:39
    Details
    04 Dec 2013 08:49:13
    We will be shutting down 'Clueless' on Friday morning for some maintenance. It will be offline for about 15 minutes.
    During this time access to the control pages won't be possible.
    Update
    06 Dec 2013 07:09:59
    This work will be starting shortly.
    Update
    06 Dec 2013 07:18:34
    Clueless is being shut down now, a few minutes earlier than planned. We expect it to be back online in about 15 minutes or so.
    Update
    06 Dec 2013 07:26:26
    Works completed.
    Resolution Works completed. RAM upgraded and a new Disk for the CQM Graphs archive added.
    Started 06 Dec 2013 07:30:00
    Closed 06 Dec 2013 07:26:39

    01 Dec 2013 09:20:39
    Details
    01 Dec 2013 08:10:32
    Our main database/control server known as clueless is suffering some issues this morning. This could start to have some knock on effects on other services and delay some billing this morning. We hope to have this resolved soon.
    Update
    01 Dec 2013 09:20:55
    Clueless is now back to normal.
    Started 01 Dec 2013 05:00:00
    Closed 01 Dec 2013 09:20:39
    Previously expected 01 Dec 2013 09:00:00

    01 Nov 2013 08:43:14
    Details
    05 Jul 2013 15:42:28

    We have added a feature to our Control Pages which will list IPs that we have found to reply to DNS queries. This is to aid customers in securing any open DNS servers that they may have.

    We will rescan IPs on a weekly basis, and we will be contacting customers by email when we find vulnerable DNS servers shortly.

    There is more information about Open DNS resolvers on our wiki:
      http://wiki.aa.org.uk/Category:Open_DNS_Resolvers

    Our control pages can be accessed at:
      http://aa.net.uk/login-clueless.html

    We are happy for customers to run their own recursive or authoritative DNS resolvers, this tool should help where there are DNS servers that are potentially miss-configured and vulnerable to amplification attacks.

    Started 05 Jul 2013 15:39:00

    24 Sep 2013 16:04:14
    Details
    24 Sep 2013 16:04:14
    Customer who have a PSTN line provided by us are now able to run an Openreach 'Copper Integrated Demand Test' on their line. This can help diagnose a PSTN problem before speaking to AAISP Support. More information on the wiki at: http://wiki.aa.org.uk/Line_Diagnostics#Run_PSTN_Test
    Started 24 Sep 2013 16:00:00

    08 Sep 2013 20:20:24
    Details
    06 Sep 2013 11:49:48
    We will be doing some router upgrades over the weekend. This is a prelude to some minor internal network reconfiguration. This plan is to work through these changes very carefully and fall back if any issues. Generally, a router upgrade is likely to have almost no impact on traffic, but been seen to cause a blip for a few seconds some times.
    Update
    08 Sep 2013 20:22:54
    Router upgrades complete, and new transit feed on-line, including more IPv6 transit. We will be rolling out upgrades to LNSs over night during the week. There was minimal disruption to most customers during this work but it was not quite 100% seamless. Well done to the Paul and Cliff and other staff working on this over the weekend.
    Started 06 Sep 2013 17:00:00
    Closed 08 Sep 2013 20:20:24
    Previously expected 09 Sep 2013

    05 Sep 2013 19:04:46
    Details
    05 Sep 2013 18:07:46
    We are seeing some internal routing issues which are being looked in to now.
    Update
    05 Sep 2013 18:46:07
    This is still being worked on.
    Update
    05 Sep 2013 18:58:21
    Things are getting back to normal now.
    Update
    05 Sep 2013 19:21:46
    Customers may need to reboot their DSL routers if they are still having problems with connectivity.
    Started 05 Sep 2013 18:05:00
    Closed 05 Sep 2013 19:04:46

    17 Aug 2013 17:30:46
    Details
    17 Aug 2013 17:30:46
    Customers who have UK domains with us are getting emails from Nominet, confirming the domains they have, and very much worded as if you have just signed up for a domain. This appears to be a side effect of some housekeeping we are doing to bring our domain management pages back up to date. The domains have not been re-registered or anything and have the same registration date, etc. Once again our control pages for UK domains allows contact details to be updated, NS records to be updated and DNS sec DS records to be updated to Nominet.
    Started 17 Aug 2013 17:27:06

    22 Jul 2013 12:28:57
    Details
    30 Aug 2011 10:01:46

    We've updated SSL certificates for our customer facing servers this morning (email, control pages).

    Users who don't have the CAcert root certificate installed may see errors. Details on http://aa.net.uk/cacert.html

    Started 20 Feb 2012 11:22:47 by AAISP Staff

    20 Jul 2013 07:43:44
    Details
    18 Jul 2013 16:10:20
    We are doing router upgrades over the next few days. As usualy these should have little or no impact, but have been seen to cause a few seconds of impact on routing on some occasions and more so on IPv6. Last time we did upgrades there was a PPP restart on many TalkTalk lines. We think we know the cause of that and so will be doing upgrades in a slightly different sequence to see if that can be avoided. We do not do all routers on the same day, and so this will be over a number of evenings. There will be LNS upgrades over night as well to bring LNSs up to the latest release of code as well.
    Update
    20 Jul 2013 07:44:28
    The main routers have all been upgraded. There still some over night LNS switch overs to be done over the weekend to complete the upgrades.
    Started 18 Jul 2013 17:30:00
    Closed 20 Jul 2013 07:43:44
    Previously expected 22 Jul 2013

    09 Jul 2013
    Details
    24 Jun 2013 09:43:19

    Our office telephones are currently not working, but we expect them to be working very soon.

    Sorry for the inconvenience

    Resolution

    Calls are now working again.

    Closed 09 Jul 2013

    09 Jul 2013
    Details
    08 Jul 2013 11:16:11
    There have been three power blips this morning in the Bracknell area that has affected our offices. They are short, and typically affecting desktop PCs. Telephones are unaffected by this as we have various UPSs on routers etc, but please be aware that there may be a few minutes delay whilst desktop PCs restart.
    Started 08 Jul 2013 11:10:49
    Closed 09 Jul 2013

    14 Jul 2013 18:00:00
    Details
    09 Jul 2013 16:06:12
    We are going to be doing some upgrades on various routers in the evenings. These typically take a few seconds, and whilsy they should have no impact on routing they have been seen to cause a few seconds of disruption on occasion. We will also be doing some over night LNS switch overs which will be based on your selected time of night, as usual.
    Update
    09 Jul 2013 17:44:39
    One router had a minor flap when upgrading, we are trying again.
    Update
    09 Jul 2013 17:54:26
    First batch of router upgrades done, and one LNS switch scheduled for over night.
    Update
    11 Jul 2013 19:02:08
    Final batch of core upgrades complete. Oddly this caused a PPP restart on many TalkTalk lines, which we need to look in to as that was not entirely expected. LNS upgrades still to roll out over next couple of nights.
    Update
    12 Jul 2013 06:01:42
    The LNS switches have not quite worked as planned over night, and this is being worked on manually now.
    Started 09 Jul 2013 17:00:00
    Closed 14 Jul 2013 18:00:00
    Previously expected 14 Jul 2013 18:00:00

    01 Jun 2013 15:30:00
    Details
    22 May 2013 09:14:44

    We will be rebooting one of our core switches in THN on Saturday the first of June at midday. Before the reboot we will move sessions to route broadband traffic away from this switch to minimise disruption to service.

    We will also be carrying out some upgrades that will make the control pages unavailable for a few minutes.

    These are seperate works and will not be done simultaneously.

    Update
    01 Jun 2013 12:20:58

    The work on the switch reboot is about to start - Most of the services and connections that use this switch have already been moved over, we expect the affect of the reboot to be minimal.

    Update
    01 Jun 2013 12:24:23

    Switch reboot is happening now.

    Update
    01 Jun 2013 12:25:23

    The switch is now back online.

    Update
    01 Jun 2013 12:45:38

    The switch reboot has been successfull. Work on The Control Pages will begin shortly.

    Update
    01 Jun 2013 13:17:57

    Work on the Control Pages is being started, there will be a few minutes where access to the control pages is not possible as we will also be rebooting the machine.

    Update
    01 Jun 2013 14:14:31

    The Control Page server (Clueless) is being rebooted.

    Update
    01 Jun 2013 14:16:23

    The server is back online, we're checking that all is ok.

    Update
    01 Jun 2013 14:33:49

    This work is now complete, so please contact support as normal if you see any problems.

    Started 01 Jun 2013 12:00:00 by AAISP Staff
    Closed 01 Jun 2013 15:30:00
    Previously expected 01 Jun 2013 15:30:00

    30 May 2013 20:00:00
    Details
    30 May 2013 12:50:46

    We will be upgrading a router in Maidenhead which should cause little or no impact.

    If that works we'll be upgrading some other routers in Telehouse shortly afterwards.

    The changes are to do with the recent TCP SYN flood attacks affecting customer routers and some additional steps to mitigate the impact of these attacks on customers.

    Started 30 May 2013 17:00:00
    Closed 30 May 2013 20:00:00
    Previously expected 30 May 2013 20:00:00

    26 Apr 2013 09:40:38
    Details
    23 Apr 2013 11:25:28

    We apologise in advance to customers calling in and experiencing what sounds like loud drilling. We'll do our best to cope, but may need to call you back at times.

    In other news, we'll having air-conditioning installed and working by the end of the week.

    Started 23 Apr 2013 11:22:09

    26 Apr 2013 09:40:00
    Details
    26 Apr 2013 09:23:14

    We have a problem with our office telephones that is being investigated at the moment. We do apologise. 

    Resolution

    This has now been fixed, phones are rining again!

    Started 26 Apr 2013 09:20:00
    Closed 26 Apr 2013 09:40:00

    30 Mar 2013 08:31:00
    Details
    29 Mar 2013 20:49:52

    A small number customers with regular payments of Direct Debits on the 9th of each month have, this month, had a collection going through on the 2nd and not the 9th. This is not in accordance with the notice previously given for the regular amount as it stated the 9th. Obviously this is wrong and we do apologise for any inconvenience caused. We have re-written the whole of our Direct Debit system from scratch this month, and this is the only issues that has come to light. We have already made changes to ensure this does not happen again.

    Under the scheme rules customers are entitled to reclaim the Direct Debit from their bank as not having had correct notice. Normally bouncing or reclaiming a Direct Debit would incur an admin fee, but our accounts department have been instructed to cancel these as it is our mistake. Anyone doing this will have to ensure they do pay by the 9th though, so it is unlikely to be sensible for people to do a claw back the payment and then send it back to us a few days later. We understand some people may, however, bounce the payment or have insufficient funds on the 2nd. Customers that have incurred any loss as a result of this, such as bank charges, should contact the accounts department.

    Once again, sorry for any inconvenience.

    P.S. Part of the rework meant writing a specification for how the DDs are collected, and customers may find this useful. http://aa.net.uk/legal-dd.html

    Update
    29 Mar 2013 22:25:02

    We have cleared all records of "regular" payment notifications from the system and added new checks in place to ensure we track these better in future. This means that your next DD collection will have 5 working days notice. This will then re-establish regular payments for those that pay the same each month.

    Once again, sorry for any inconvenience.

    Resolution

    We have notified the affected customers individually now.

    Started 29 Mar 2013
    Closed 30 Mar 2013 08:31:00

    22 Mar 2013 10:11:18
    Details
    22 Mar 2013 10:05:51

     

    Thinkbroadband have conducted a massive survey which asks a lot of important questions about the way people view their broadband. Well worth a read.

    http://www.thinkbroadband.com/broadband-survey.html

    There are some impressive stats relating to AAISP, e.g. pages 28 (value), 29 (speed), 31 (reliability), 32 (customer service), even 34 (social media use), 38 (loyalty).

    However, the survey covers much more than just rating ISPs, such as people's views on parental controls for Internet access, how long they spend accessing the Internet per day, and what things are most important to them...

    Well done everyone at Thinkbroadband - it is an impressive survey. And thank you to our customers who completed the survey

     

    Started 22 Mar 2013 10:00:00

    01 Apr 2013 10:34:30
    Details
    17 Mar 2013 09:21:47

    We have slightly changed the system that sends the emailed Direct Debit notices.

    These are now plain text only, no PDF attachment. And, temporarily, they are not PGP signed. We are however working on more general way to handle signing and even encrypting of emails to customers.

    This is part of a general tidy up of DD collections making the current, somewhat complex, processes for working out when a collection is made in to a more maintainable and concsistent system.

    Customers should not see any significant changes, but as ever, if you have any questions, please do contact accounts.

    Update
    20 Mar 2013 10:33:56

    Please note that the notices are now again PGP signed, but they do not currently have a PDF attachment. We are looking in to ways to provide the PDF again in due course.

    Update
    21 Mar 2013 19:02:55

    We are now including a link to a PDF for the confirmation in the signed email.

    Update
    24 Mar 2013 08:58:37

    We are now sending signed plaintext and attached PDF as before.

    Sorry for the time this has taken to update.

    Any questions, please contact the accounts dept.

    Update
    24 Mar 2013 09:46:01

    There were minor issues with duplicate notices sent this morning, but these seem to be resolved now.

    Started 17 Mar 2013
    Closed 01 Apr 2013 10:34:30
    Previously expected 02 Apr 2013

    02 Mar 2013 16:15:08
    Details
    01 Mar 2013 09:19:34

    Invoices issued today have some missing items - such as VoIP numbers, calls, extra services etc. Invoices for these missing items will be raised later today.

    We apologise for the confusion this has caused.

    Resolution

    The missing items were VoIP and SIM charges and have been issued as a separate invoice later in the day - sorry for any confusion caused.

    Started 01 Mar 2013 09:15:00
    Closed 02 Mar 2013 16:15:08

    27 Feb 2013 15:00:00
    Details
    15 Feb 2013 12:55:48

     

    We will be physically moving the router that runs our unofficial L2TP service to a different data centre. During this time L2TP connections will be offline. -This affects customers connecting to l2tp.aa.net.uk and does not affect our wholesale customers.

    This will happen on Wednesday 27th February in the afternoon, and it expected to take about an hour.

     

    Update
    27 Feb 2013 12:09:16

    This work will start a little later on this afternoon - We'll post updates before the work starts.

    Update
    27 Feb 2013 13:34:40

    This work is about to begin. We estimate service will be restored in about 60-90 minutes time. 

    Update
    27 Feb 2013 14:26:06

    L2TP should be back now.

    Resolution

    Work completed successfully

    Started 27 Feb 2013 13:00:00
    Closed 27 Feb 2013 15:00:00

    27 Feb 2013 12:05:43
    Details
    15 Feb 2013 12:21:08

    We will be physically moving the server that runs our secondary DNS service to a different data centre. This is to be considered an at-risk period for customer domains.

    This will happen on Wednesday 27th February in the afternoon, and it expected to take about an hour.

    The IP address will remain the same.

    The primary nameserver will be untouched.

    Update
    27 Feb 2013 11:23:20

    This work will commence shortly, a little earlier than expected.

    Update
    27 Feb 2013 11:29:32

    This is happening now, it should be back in about 30 minutes.

    Update
    27 Feb 2013 11:40:23

    The server has been physically moved and it's networking is currently being reconfigured.

    Update
    27 Feb 2013 11:50:13

    Networking is configured, we're foing a final reboot to check all is in order.

    Update
    27 Feb 2013 12:06:54

    This is work has completed. Staff will be monitoring.

    (We'll be doing planned work L2TP (status.aa.net.uk/1734) on a bit later this afternoon.)

    Resolution

    This is work has completed. Staff will be monitoring.

    (We'll be doing planned work L2TP (status.aa.net.uk/1734) on a bit later this afternoon.)

    Started 27 Feb 2013 12:00:00
    Closed 27 Feb 2013 12:05:43

    25 Feb 2013 14:42:11
    Details
    25 Feb 2013 14:19:53

    Our office is currently offline, this will mean phones will not work.

    We should be back up in a few minutes

    Update
    25 Feb 2013 14:23:14

    We're now back online!

    Resolution

    This was due to a router upgrade

    Started 25 Feb 2013 14:17:33
    Closed 25 Feb 2013 14:42:11

    25 Feb 2013
    Details
    22 Feb 2013 11:34:48

    We will be upgrading some routers over the weekend - not all on the same day, and starting a routine upgrade of LNSs over several days. This should not have an impact.

    Update
    23 Feb 2013 09:16:30

    The first batch of upgrades are complete.

    Started 23 Feb 2013
    Closed 25 Feb 2013
    Previously expected 25 Feb 2013

    17 Feb 2013 07:57:04
    Details
    17 Feb 2013 06:51:33

    Our web site, and hosted customer web sites are not responding. We are looking in to this.

    Update
    17 Feb 2013 07:32:53

    This issue is the same as the one affecting email, and is related to a disk server.

    Update
    17 Feb 2013 07:43:06

    We are working on disk server now

    Resolution

    We sites now working.

    Started 17 Feb 2013 06:22:30
    Closed 17 Feb 2013 07:57:04