Status  >> General  >> News

Limit to posts

23 Mar 16:40:56
23 Mar 16:40:56
From 30th March 2015 we'll be extending our official support hours to be 8am-6pm. You can contact us in all the usual ways, phone, irc, email, sms etc...
Started 23 Mar 16:44:00

3 Feb 21:56:57
3 Feb 21:54:51

We have received a few reports from a customers about a popup window claiming to be from us, and encouraging the user to fill in a survey...

This is not from us and we have no connection with it. We wouldn't undertake this kind of activity. We have more information on this wiki page:

Started 3 Feb 20:00:00

8 Jan 12:51:58
8 Jan 12:51:58
We are looking for someone to join our Technical Support team in Bracknell, info here:
Started 8 Jan 12:50:00

04 Dec 2014 10:18:06
21 Jul 2014 15:49:07
We now have a new official URL for our Status Pages: 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 should update to use
Started 21 Jul 2014 15:45:00

24 Oct 2014 18:13:53
01 Sep 2014 09:40:46
Once again, the Direct Debits have not gone through on the 1st and so have caused an emailed notice for collection and hence they are going out on the 8th. Obviously they are going out on the date notified in the email, but I appreciate that a few extra days credit may be inconvenient for some people expecting the DD on the 1st. We are working on this. The problem is that the system has been desigend very "defensively" so that any doubt at all on the emailed advance notice will result in a new emailed 5 working days notice to be absolutely sure we are meeting the DD rules.
Resolution This is resolved now
Started 01 Sep 2014
Closed 24 Oct 2014 18:13:53

02 Oct 2014 11:05:01
02 Oct 2014 11:05:01
We're updating 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
Started 02 Oct 2014 11:04:16

22 Aug 2014 12:17:37
22 Aug 2014 11:56:10
We have added a new section clarifying engineer visits and missed appointments. The confirms the "point of no return" for rearranging appointments, and clarifies compensation either way when an appointment is missed.

We have also added two additional reasons for charging an admin fee (£5+VAT). We hope you think these are reasonable. It is a bit of a shame that such things are necessary. We think it is not fair for such costs to be part of our overheads and so affect the price for everyone else who is being reasonable.

1. If you send us a bogus invoice which we validly reject (e.g. trying to invoice us for a delayed install when we do not guarantee install dates). Also for each further exchange of correspondence on such invoices.

2. If you attempt to take us to ADR when you are not entitled to (e.g. if you have not followed our complaints procedures, or you are a company of more than 10 staff, or you are, or have said you are, a communications provider). We will also charge any fees we end up paying as a result of such an attempt if accepted by the ADR provider.

Any questions, please let us know.

Started 22 Aug 2014

16 Jul 2014 18:00:14
[General] - DRIPA - Info
16 Jul 2014 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 2014

08 Jun 2014 18:53:59
08 Jun 2014 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, but in a few cases customers with other second level domains are entitled if there was no version.

Started 08 Jun 2014 18:00:00
Previously expected 10 Jun 2014 08:00:00

16 May 2014 11:21:56
16 May 2014 11:21:56
The status page is once again posting incidents to Facebook and Twitter:
Started 16 May 2014 11:18:55

03 Apr 2014 15:04:47
01 Apr 2014 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.
01 Apr 2014 13:00:00
Happy April 1st! smiley
Started 01 Apr 2014

13 Jan 2014 11:39:45
13 Jan 2014 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
Started 13 Jan 2014 11:38:46

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

17 Dec 2013 14:54:33
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.

17 Dec 2013 14:54:21
Some more links:

  • 10 Dec 2013 11:10:02
    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

    01 Nov 2013 08:43:14
    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:

    Our control pages can be accessed at:

    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
    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:
    Started 24 Sep 2013 16:00:00

    17 Aug 2013 17:30:46
    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
    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

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

    09 Jul 2013
    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


    Calls are now working again.

    Closed 09 Jul 2013

    09 Jul 2013
    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

    26 Apr 2013 09:40:38
    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

    22 Mar 2013 10:11:18
    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.

    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

    02 Mar 2013 16:15:08
    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.


    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

    17 Jan 2013 10:53:10
    17 Jan 2013 10:44:52

    As you know there are some warnings for bad weather which may mean we do not have the full complement of staff in the offices on some dasys - as usual we are arranging that staff can, where sensible, work from home, so as to try and ensure the usual levels of cover.

    Please bear with us, especially right at the start of the day, if there are delays answering calls and emails, as staff discover whether they are able to get to the office or not.

    Started 17 Jan 2013 10:42:58

    16 Jan 2013 16:20:20
    16 Jan 2013 16:17:45

    In an effort to move our services to use a single domain (, we are now running our billing system from

    Started 16 Jan 2013 16:16:16

    13 Jan 2013 16:29:45
    13 Jan 2013 16:29:45

    We have finally created a new World of Warcraft Guild for the Horde on Thunderhorn: AAISP Darkside

    Brand new guild so no rank yet but customers welcome to join.

    Started 13 Jan 2013 16:28:46

    13 Jan 2013 15:39:02
    13 Jan 2013 15:39:02

    As some of you may know, we have SSL certificates on many of our servers and services that make use of CACert as a certificate authority. Some time ago we changed the certificates for our accounts pages and ordering pages, and now we have also obtained certificates for many of our web servers under These use a "known" CA and so no longer cause the same warning in browsers if you do not have the CACert root certificate. They are no more secure as a result of this change, and in some ways are slightly less secure, but this avoids the warnings and so we have bowed to the "protection racket" that is certificate signing. The new certificates do not cover use of based domains.

    Ironically this change has caused some concern amongst customers. However, it should generally mean less queries on the matter.

    As a result we are gradually changing URLs used for some things, e.g. ordering is now on not We will soon be changing the accounts pages over as well, probably to, but wil be keeping the old URL as well for the time being.

    At the moment SSL based email servers (web and TLS on SMTP, IMAP, etc) are not changing, and will continue with CACert based certificates.

    in the long term we expect DANE to take over from CA certificates, and we plan to have proper DANE support for our secure web sites soon.

    Sorry for any concern caused.

    Started 11 Jan 2013

    17 Dec 2012 16:08:16
    17 Dec 2012 16:08:16

    We have been automatically posting updates from our Status page to our facebook page, however, we've decided to separate out our Status updates from the other posts on Facebook. So, from now on Status posts will be on a separate Facebook page, AAISPStatus:

    Do 'Like' the page if you want to be kept up to date with Status posts whilst on Facebook.

    06 Dec 2012 15:08:28
    06 Dec 2012 13:39:18

    We are currently experiencing problems in the office meaning or connection to the internet is down.

    06 Dec 2012 13:52:16

    We are back.

    01 Dec 2012 16:18:18
    01 Dec 2012 16:18:18

    It seems the issue with odd DD notices was not as simple we we expected and a number of customers have DD notices for collections which are not on the right dates. We are clearing and re-issuing all DD notices today.

    I do apologise for any inconvenience caused.

    01 Dec 2012 16:58:49

    A small number of people recieved a blank Direct Debit notice when they do not in fact pay by Direct Debit. Obviously this is a mistake and payment will not be collected from such people. Pay as normal.

    Started 01 Dec 2012

    30 Oct 2012 14:20:25
    30 Oct 2012 10:04:04

    We're upgrading the wiki software (and various extensions) on our customer facing wiki - There may be occasions where you'll see error messages or pages being unavailable this morning.


    This has been completed. Unfortunately the WYSISWYG editor has had to be removed for the time being, but a 'history' line has been added to the top of pages showing the pages you've recently been on.

    Started 30 Oct 2012 10:00:00
    Update was expected 30 Oct 2012 12:00:00

    10 Sep 2012 15:57:49
    10 Sep 2012 15:57:49

    We have a new member of staff! Alex Bloor started today as 'Business Development Manager'. You'll see him in IRC, but he'll mostly be working behind the scenes working on and improving the way we do business as a whole.

    Started 10 Sep 2012 15:45:00

    14 Aug 2012 10:56:59
    18 Jun 2012 11:50:24

    Due to the low level of usage, plus the huge size, we are no longer providing a Ubuntu mirror.


    Closed 14 Aug 2012 10:56:59

    14 Aug 2012 10:56:34
    13 Aug 2012 10:05:49

    We're updating SSL certificates for our customer facing servers this morning.

    Users who don't have the CAcert root certificate installed may see errors. Details on

    Closed 14 Aug 2012 10:56:34

    07 Feb 2012 10:20:36
    07 Feb 2012 10:20:36

    We have made some minor changes to clarify our terms and conditions in a few places. See

    The main change is the Customer Complaints Code which details how to make complaints and how to take then on to ADR or court. The change includes a list of things we need from you when making a claim.

    We don't think this is an onerous list - basically it is detailing exactly how much you are claiming and why. It does ask what we have done wrong and how we have breached our terms.

    We thing this will help people focus on exactly what they are claiming and make it easier for us to address any complaints.

    It is worth noting that we get very few formal complaints.

    Started 07 Feb 2012

    26 Jan 2012 15:13:48
    12 Jan 2012 13:40:03

    2012-01-12 13:35:00, updated 2012-01-26 15:13:14

    It is impressive what you can do on a short bit of copper smiley

    We have a number of customers on the FTTC 80Mb/s trial now. One has 79.7Mb/s and another has 57Mb/s. This is pretty impressive. The uplink is around 20Mb/s as well...

    The trial is not going badly - the lines are syncing up at nice high rates, and the rates are correctly coming through to us.

    There are a few minor teething troubles getting the profiles right in the middle somewhere - but this is a technical trial, so not at all surprising.

    This part of the trial is expected to last until the end of the month, where the second phase of the trial starts. The second part is expected to be open to the whole country (where FTTC is currently available)

    26 Jan 2012 15:12:49

    Here is a speed test result.

    -a number of speed tests were carried out, this was the highest download result, the results did vary though, and the upload isn't as high as we'd expect - should be nearer 20Mb/s.

    The end user will be trying a new router to compare.

    Started 26 Jan 2012 15:13:14 by AAISP Staff

    20 Jan 2012 15:31:47
    20 Jan 2012 13:49:45

    We're now listed on the World IPv6 Launch website:

    (Along with 18 others at the moment!)

    Like the day last year, this event is organised by the Internet Society but this time the idea to encourage networks and websites to turn on IPv6 and to keep it on.

    Good news for IPv6! From our side there is nothing we need to do, change or enable on our network as we're already offering and supporting IPv6.

    The date this happens is June 6th.

    20 Jan 2012 14:44:33

    We have a page on our main website regarding the launch event now:

    Started 20 Jan 2012 06:06:06

    12 Jan 2012 10:45:19
    12 Jan 2012 10:23:15

    We get pretty good reviews on the ISPReview website, and we're often number 1 in their top 10 list too - They also list us in their recent 'Editors Pick - UK Best Broadband ISPs for 2012' article:

    Thank you to all those who vote and review us!

    Started 12 Jan 2012 10:10:10

    10 Jan 2012 14:22:43
    10 Jan 2012 14:22:43

    That's all folks, just a test

    Started 10 Jan 2012 14:22:06

    22 Dec 2011 16:47:22
    05 Dec 2011 12:10:29

    Once again Christmas week (25th Dec to 2nd Jan inclusive) is unmetered for broadband use (BT and BE lines). This will be listed as a special Christmas rate on the usage stats.

    Started 22 Dec 2011 11:00:00
    Previously expected 03 Jan 2012 09:00:00

    22 Dec 2011 16:46:42
    05 Dec 2011 14:29:14

    Here are the opening times for the Christmas holiday period

    • Friday 23rd December - Open as normal but with fewer staff
    • Monday 26th December - Closed
    • Tuesday 27th December - Closed
    • Wednesday 28th December - Skeleton Staff
    • Thursday 29th December - Skeleton Staff
    • Friday 30th December - Skeleton Staff
    • Monday 2nd January - Closed
    • Tuesday 3rd January - Open and back to normal!

    Customers are encouraged to contact us via email, IRC or SMS over the holiday period. Phone lines will be open on 28th, 29th and 30th but with a small number of staff on duty.

    The last day we're able send out post will be Friday 23rd.

    Started 22 Dec 2011 09:00:00

    01 Dec 2011 14:33:32
    01 Dec 2011 12:47:20

    We do try our hardest to give the best support and advice when customers contact us. We now have a feedback page where customers can tell us what they think!

    This is for customers to give us some quick feedback after you've contacted us for help, with a query etc.

    You can use the feedback page whenever you like. We'll start sending out 'feedback' requests (in a polite manner) from our email ticket system, and soon from our Fault reporting system.

    26 Oct 2011 14:44:22
    26 Oct 2011 14:44:22

    We do try to answer the phone as soon as possible, but we're making some changes and improvements to our support phone line (03333 400999) in the way that calls are handled.

    From the customer point of view there should be little difference, but we'll be better managing the queue internally.

    We'll be making this live this afternoon, if you have problems calling in, then do call our sales number (03333 400000) who will put you through - but we don't anticipate any problems though.

    Started 26 Oct 2011 14:30:00 by AAISP Staff

    24 Aug 2011 15:53:02
    24 Aug 2011 15:53:02

    We have a position, or 2, in our support department, send a pgp signed email to

    13 Aug 2011 18:50:16
    13 Aug 2011 18:32:35

    We are pleased to confirm that, thanks to new Firebrick FB6000 routers, the company hosting these status pages (Watchfront, deliberately off our network) now have IPv6 connectivtity, and as such the status pages now work via IPv6.

    Started 13 Aug 2011 18:30:00

    18 Jul 2011 14:39:43
    18 Jul 2011 14:39:43

    We're looking for an enthusiastic individual with interest in networking & Internet technologies & protocols...

    Full job description and application details here:

    (Job Centre Plus reference: BKN/28268)

    Started 18 Jul 2011 14:35:46 by AAISP Staff

    30 Jun 2011 09:46:22
    30 Jun 2011 09:46:22


    We're now mirroring Ubuntu and CentOS, updating every 4 hours and available from:


    27 Jun 2011 11:49:08
    27 Jun 2011 11:51:36

    It seems that BT are quite prepared to take extra instructions from our customers on some occasions, and this has caused some dispute. As a result we have added the following to the terms. We think it was pretty well implied before, but this makes it clear and we always like to be clear.

    It should not really need saying as it would most probably apply under tort law anyway, but if you deliberately do something knowing it will cost us money, over an above the normal costs for providing the goods or services we supply you, then you have to compensate us for that extra cost. For example, if you ask the BT engineering installing your line to do some extra work and we get billed by BT for that.

    Started 27 Jun 2011 11:49:08
    Closed 27 Jun 2011 11:49:08

    20 Jun 2011 12:20:39
    20 Jun 2011 10:56:27

    The SSL certificates that we use are due to expire next week. We'll be updating the certificates across our servers (web, email etc). 

    Customers who have not installed the 'CACert' root certificate may get a warning.

    More details on our certificate can be found on


    Started 20 Jun 2011 11:00:00 by AAISP Staff