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.
MSO: A Major Service Outage disrupts the service of multiple customers simultaneously.
If you believe that the problem affects multiple customers, and is not mentioned here already, text the support number.
Begin the text with "MSO". This alerts multiple staff immediately, waking them if necessary.
False alarms (i.e. raising MSO for a single line being down) may result in your number being prevented from raising MSO alerts in future.
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.

11 Mar 2011 09:00:00

[DNS, Email and Web Hosting] Legacy Email Server Problems (A Server) - Closed

Details Posted: 10 Mar 2011 09:16:33	Our legacy, A, email server has a file system problem. Access to email on the server won't be possible for the time being. We hope to have this back up as soon as possible, but no eta at the moment. We strongly encourage customers on this server ask support to move them on the the 'C' email server.
Update 10 Mar 2011 09:19:00	This is just affecting POP3 collection on the A email server. Outgoing email is unaffected.
Update 10 Mar 2011 10:48:02	Staff in the datacentre have been unable to boot the server due to file system errors. Our plan is to build a new server, from backup, on new hardware in the Maidenhead datacentre. This will take some time to do, but we are able to move customer on to the new email servers - please contact support who will be able to assist. We'll update this post every couple of hours with progress, we hope to have the server running by the end of the day though. We do appologise for this, most customers have been moved off this server in the past few years since we introduced the new email servers.
Update 10 Mar 2011 11:32:07	Are my emails lost? (Short answer: probably not. Long answer follows...) Emails to your domain are normally in 1 of 2 places: a) On our server, waiting for you to collect (or to be relayed on to your server) b) In your email program, as you've already downloaded them from the server. As the server is broken, new emails sent to you will be on either: a) The broken server b) On the server of the person sending you the email (as they have been unable to send them on to our broken server) Emails on our server are backed up overnight, and we are restoring these at the moment. Looking at the logs we have, it looks like the server stopped accepting emails sometime before 11pm, 9th March. Our latest backup completed at 3am, 10th March. So emails should not be lost. Once the server has been rebuilt, emails will be accessible again. Emails that are on the senders server will be queued, and they will wait until the broken server is back up, or support have moved you to the new email server. The ideal way forward for you is to move your domain on to the new email servers.
Update 10 Mar 2011 14:32:43	Staff are still working on building the replacement server. So far the progress has been good - in respect to copying files and databases etc. There is still work to be done, but we hope to have the server running by the end of the day.
Update 10 Mar 2011 16:31:36	We are close to getting this working. We are sorting out problems caused by the age of the email server software and getting it to run on a new operating system.
Update 10 Mar 2011 16:39:10	The server appears to be working now. POP3 collections have resumed, queued email on the server will be retried. - it is being closly monitored. Please do contact support if you have any problems, and please contact support to move your domain off this legacy server.
Resolution	This has been completed. The old server had disk and file system faults - it was decided that it would be quicker to build a new server (new hardware, new operating system) and data from backup, and also locate the new server in our Maidenhead datacentre. The new server has new IP addresses as follows: 81.187.30.15 2001:8b0:0:30::51bb:1ef (However, this information shouldn't be needed as DNS names should be used)
Started	10 Mar 2011 09:00:00 by AAISP Staff
Closed	11 Mar 2011 09:00:00