Order posts by limited to posts

31 Jan 19:03:43
[DNS, Email and Web Hosting] Email Authentication Problem - Open
Details
Posted: 31 Jan 19:03:43
A number of customers were affected by an email authentication problem this afternoon. The problem was not widespread. It appears to have started around 14:45, and gradually affected more customers until it was fixed at around 18:45. It affected authentication at the beginning of a mail session, so it was possible to have a device that connected before the problem started continue to work throughout even though new logins were broken for the same account. Sorry for any inconvenience.
Started 31 Jan 14:45:00 by Customer report

30 Jan 08:50:13
Details
Posted: 9 Jan 13:42:48
One of our BT links dropped its connection - this caused some DSL circuits dropped - they should reconnect soon if not already
Update
9 Jan 13:47:13
The fibre is back up, and most DSL circuits have not reconnected.
Update
9 Jan 13:50:58
The link dropped again (whilst we were talking to BT!). We'll take the link out of service for the time being. Affected lines will connect on our other links.
Update
9 Jan 13:58:32
Again, lines have mostly all reconnected. We have taken the affected fibre out of service whilst we investigate the cause with BT.
Update
9 Jan 14:33:09
The network is stable and BT are investigating the cause. The fibre is still out of service whilst we investigate the cause with BT.
Update
11 Jan 12:55:17
BT were unable to find a fault when the investigated this on Tuesday. However, the circuit is dropping out again today. This has caused PPP reconnects for some customers. We are back on the case with BT.
Update
11 Jan 13:10:35

For the record and to help diagnostics of broadband faults, this incident has caused PPP drops at the following times:

2018-01-09 13:39
2018-01-09 13:48
2018-01-11 12:39
2018-01-11 12:33
2018-01-11 11:55
Update
11 Jan 14:22:04
BT are investigating.
Started 9 Jan 13:38:00

5 Jan 22:00:00
[DNS, Email and Web Hosting] Email server upgrades and reboots - Open
Details
Posted: 5 Jan 12:36:27

Due to the 'Meltdown' and 'Spectre' vulnerabilities (https://meltdownattack.com/) We will be performing various server upgrades and reboots this evening and over the weekend.

The most noticeable of these will be IMAP/POP3 email servers. These will be updated this evening from 10PM. We expect IMAP and POP3 services to be disrupted for up to 30 minutes whilst this work is carried out.

Update
5 Jan 22:34:17
This work has completed successfully.
Started 5 Jan 22:00:00

29 Jun 2017 20:00:00
Details
Posted: 27 Jun 2017 16:50:52
Our voice SIM carrier is carrying out emergency maintenance on their GGSNs between 20:00 and 00:00 on the 29th of June. This is expected to cause at least 15 minutes of downtime for voice SIMs.
Update
01 Jul 2017 10:00:59
Our carrier has planned additional work which may affect users on the 5th, 6th, 11th, and 12th of July in the early hours of the morning.
Started 29 Jun 2017 20:00:00 by Carrier
Previously expected 30 Jun 2017 00:05:00

28 Jun 2017 02:00:00
Details
Posted: 15 Jun 2017 15:38:56
We have been advised of essential scheduled partner maintenance to upgrade core infrastructure. The window is as follows; Service Impact Start Time: 28/6/2017 02:00 Service Impact End Time: 28/6/2017 04:30 Impact Time Expected: 30 minutes Throughout the duration of this window, customers may see disruption of up to 30 minutes to their 3G/4G data services in the following areas: Ilford, Barking, Dagenham, Woolwich Thamesmead, Bexleyheath, East Ham, West Ham, Poplar, Stepney, Bow, Greenwich Deptford, Lewisham and surrounding areas. If you have any questions regarding this maintenance, please don't hesitate to contact our support team on 03333 400 999.
Started 28 Jun 2017 02:00:00 by Carrier
Previously expected 28 Jun 2017 04:30:00 (Last Estimated Resolution Time from Carrier)

12 Jun 2017 10:01:38
[DNS, Email and Web Hosting] Issues with outbound email - Open
Details
Posted: 01 Jun 2017 10:27:24
One of the key IP reputation services appears to have blacklisted both of our outgoing servers which is causing issues for some email customers. We have noticed this occurring for any emails destined for icloud.com or mac.com email addresses, however some other servers may be affected. We have contacted the service in question requesting that we are unblocked. We will update this status page as any updates become available.
Update
01 Jun 2017 11:01:17
We have adjusted our outgoing servers to use different IPs to circumvent the block. We would now suggest that mail customers attempt to resend any failed messages.
Update
12 Jun 2017 09:41:39
We are seeing this again unfortunately. We are investigating the cause of this, however we may have to wait for any blocks to expire.
Update
12 Jun 2017 10:01:38
We've applied a work around for the time being and sending email should be fine. We'll investigate the cause of why we were blocked in the first place and why our normal methods for blocking junk email in the first place did not work this time.
Started 01 Jun 2017 06:55:00 by AA Staff

25 May 2017 02:00:00
Details
Posted: 22 May 2017 16:29:22
Due to upstream upgrade work on core infrastructure, there may be up to 2 hours 30 minutes disruption to data SIM services on the morning of Thursday the 25th of May between the hours of 2:00 and 4:30.
Started 25 May 2017 02:00:00 by Carrier
Previously expected 25 May 2017 04:30:00

06 Apr 2017 01:00:00
Details
Posted: 30 Mar 2017 11:19:03
Due to maintenance being performed by a carrier, disruption of up to 15 minutes to 3G/4G data services is expected some time between 01:00 and 03:00 on the 6th of April.
Started 06 Apr 2017 01:00:00
Previously expected 06 Apr 2017 03:00:00

09 Mar 2017 20:00:00
Details
Posted: 08 Mar 2017 12:29:14

We continue to work with TalkTalk to get to the bottom of the slow throughput issue as described on https://aastatus.net/2358

We will be performing some routing changes and tests this afternoon and this evening, we are not expecting this to cause any drops for customers, but this evening there will be times when throughput for 'single thread' downloads will be slow. Sorry for the short notice, please bear with us, this is being a tricky fault to track down.

Update
08 Mar 2017 22:39:39
Sorry, due to TalkTalk needing extra time to prepare for their changes this work has been moved to Thursday 9th evening.
Started 09 Mar 2017 20:00:00
Update was expected 09 Mar 2017 23:00:00

07 Feb 2017 14:49:55
[DNS, Email and Web Hosting] SMTP Settings Change - Open
Details
Posted: 07 Feb 2017 14:52:42
For historical reasons, our SMTP servers allow sending authenticated email without TLS. This is insecure, and doesn't belong on the modern internet as it is possible for the username and password to be intercepted by a third party. We will no longer allow this as of the 4th of July. We are emailing customers who seem to be using insecure settings to warn them about the change. We have a support site page about what settings to change here: https://support.aa.net.uk/Enable_TLS_on_smtp.aa.net.uk Please contact support if you have any questions.
Started 07 Feb 2017 14:49:55
Previously expected 04 Jul 2017 09:00:00

20 Sep 2016 11:26:07
Details
Posted: 20 Sep 2016 11:31:39
Our upstream provider have advised us that they will be carrying out firmware upgrades on core 3G infrastructure on 23rd September 2016 between 00:10 and 04:30 BST.
During this period data SIMs may briefly disconnect as sessions are migrated to other nodes in the upstream provider's network to facilitate the upgrades.
VoIP and SIMs Users Affected 25%
Started 20 Sep 2016 11:26:07 by Carrier
Update was expected 23 Sep 2016 11:30:00
Previously expected 23 Sep 2016 04:30:00 (Last Estimated Resolution Time from Carrier)

01 Sep 2016 17:18:26
Details
Posted: 01 Sep 2016 17:26:51
Our SMS gateway has always supported HTTPS but it still allows using HTTP only. As using HTTP only is probably a mistake these days we are going to change our gateway to redirect all HTTP requests to HTTPS next week. We don't expect anything to break as curl, etc., should "just work" but we're posting a PEW just in case anyone has a legacy script they think might need adjusting!
Update
09 Sep 2016 10:06:35
Unfortunately we've had to back out of making this change this week as it caused some unforeseen problems! We'll resolve those problems and make the change again soon.
Started 01 Sep 2016 17:18:26
Previously expected 07 Sep 2016 17:18:26

20 Jul 2016 09:58:43
[Maidenhead Colocation] Web and email outage - Open
Details
Posted: 04 Apr 2013 15:47:25

This is ongoing. We're investigating.

Update
04 Apr 2013 16:07:41

This should now be fixed. Please let support know if you see any problems, or have any questions.

Update
05 Apr 2013 09:15:04

This was resolved yesterday afternoon.

Update
20 Jul 2016 09:58:43
This may be related to a wider issue on the internet with a power outage at a major london data centre. Thos routing problems are still ongoing.
Started 04 Apr 2013 15:46:11

13 Apr 2015
Details
Posted: 09 Apr 2015 13:43:39

We have been advised by Three of works on their network which will involve rerouting traffic from one of their nodes via alternate paths in their core. Although connections should automatically reroute, there will be brief amounts of packet loss. As a result, some customers may experience dropped connections. Any device reconnecting will automatically be routed via a new path.

This only affects our data only SIMs.

Started 13 Apr 2015

08 Jan 2015 12:39:06
Details
Posted: 08 Jan 2015 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
09 Jan 2015 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 2015 16:19:58
We have an example here: https://wiki.aa.net.uk/CHAOS
Started 08 Jan 2015 12:39:06 by AA Staff
Previously expected 15 Jan 2015 17:00:00

03 Jun 2014 17:00:00
Details
Posted: 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
Details
Posted: 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
Details
Posted: 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
Details
Posted: 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
Details
Posted: 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

Details
Posted: Today 15:44:51

BT are needing to do essential work on the equipment that our hostlinks are connected to at their end. This does mean an outage that will affect all BT provided ADSL, FTTC and FTTP services. (TalkTalk connected circuits are not affected)

Time: 2nd March 2018, between 02:00 – 06:00

More information:

The plan is that the work is carried out between 02:00 – 04:00 using 04:00 – 06:00 as a rollback window if required.
We expect the downtime to be approximately 30 mins or less, between 02:00 – 03:00 approximately.

Expected close 2 Mar 06:00:00

Details
Posted: 15 Dec 2017 11:52:57

We have lots of work happening in January regarding our interconnects to both BT and TalkTalk:

New physical fibres to BT: This increases our capacity. New TalkTalk network: This increases TalkTalk's capacity.

We already have customers trialling the new TalkTalk network and we'll be asking for customers to trial the new BT interconnects early January.

Both of these changes will not require our customers to make any changes, and we'll be moving circuits to the new networks overnight on separate occasions. We've not got the dates of these works yet, but this status post will be updated early January with more details.

Update
8 Jan 13:53:10
BT testing is underway: https://aastatus.net/2488
Update
11 Jan 13:34:23
Moving customers the new BT pipes will start from Monday 15th January: https://aastatus.net/2490
Update
11 Jan 13:35:03
We're still waiting for TalkTalk to finish some work on their side before we can start moving TalkTalk customers over.
Update
26 Jan 14:01:37
BT circuits are now on the new interconnects. Due to TalkTalk needing to wait for new software releases from their vendor (Juniper), moving our TalkTalk circuits over to their new network won't happen until mid-March 2018.
Update expected 15 Mar 13:00:00
Previously expected 21 Jan 22:00:00

Details
Posted: 27 Sep 2017 10:16:11
We are making a change to our TR-069 router provisioning service this morning. It is not expected to cause any disruption, but between 11:00 and 12:00 should be considered an "at risk" time. Apologies for the short notice.
Previously expected 27 Sep 2017 12:00:00

[DNS, Email and Web Hosting] At Risk Period for Web Hosting - Open
Details
Posted: 21 Feb 2017 14:43:14
We are carrying out maintenance on our customer facing web servers during this Thursday's maintenance window. We expect no more than a couple of minutes of downtime but web services should be considered "at risk" during the work.
Previously expected 23 Feb 2017 22:00:00

Details
Posted: 06 Jul 2015 12:49:42
We have been advised by Three of works on their network (22:30 8th July to 04:50 9th July 2015) Which will involve rerouting traffic from one of their nodes via alternate paths in their core. Although connections should automatically reroute, there will be brief amounts of packet loss. As a result, some partners may experience dropped connections. Any device reconnecting will automatically be routed via a new path. We apologise for any inconvenience this may cause and the short notice of this advisory.

Details
Posted: 12 Feb 2015 15:57:26
We have received the below PEW notification from one of our carriers that we take voice SIMS from. We have been advised by one of our layer 2 suppliers of emergency works to upgrade firmware on their routers to ensure ongoing stability. This will cause short drops in routing during the following periods: 00:00 to 06:00 Fri 13th Feb 00:00 to 04:00 Mon 16th Feb Although traffic should automatically reroute within our core as part of our MPLS infrastructure, some partners may experience disruption to SIM connectivity due to the short heartbeats used on SIM sessions.

Today 13:23:41
Details
Posted: 16 Feb 12:16:25
We are carrying out work on the servers that serve our web site. This work will be carried out on Tuesday morning. This should not affect the availability of our web site, but we consider this time an "at risk" period hence creating this planned work notice.
Update
Today 13:24:19
This work has now been completed.
Started Today 11:00:00 by AA Staff
Closed Today 13:23:41
Previously expected Today 13:00:00

26 Jan 14:02:59
Details
Posted: 09 Nov 2017 15:47:52
"TalkTalk have built a new Juniper LTS solution in order to:
  • Increase the total subscribers per TalkTalk LTS
  • Increase of the throughput capacity per chassis
  • Assist with load balancing
  • Increase network resilience"

In other words, they have been working on a new network for some time which should see the end of the various minor congestion issues that we've been seeing and will mean the have ample capacity for the future.

Before we migrate all our customers over we are asking for some customers to test this new network. Testing simply means us making some changes and the customer changing their PPP username slightly. Everything else works the same.

If you would like to test, please send an email with your login to: trial@aa.net.uk and we'll get back to you with further instructions.

We are one of the first ISPs that will be using the new network and we expect to move all our customers over before the end of November but we have not set a date yet.

Update
22 Nov 2017 16:04:33
Customers on the TalkTalk trial will be moved to a new LTS this afternoon. The LTS is the router at TalkTalks end of our links to them. This involves a PPP re-connect and this will be carried out by TalkTalk. Your router shoudl log back in within a few seconds. This new LTS has newer software which we're testing to see if some of the bugs we've reported are fixed. We'll post more about this shortly.
Update
12 Dec 2017 09:08:54
Update: The new network on the whole is performing well. We have been working with TalkTalk engineers and Juniper developers to help fix some problems. The main problem is that some lines fail to establish PPP, we have implemented a workaround on our LNSs and Juniper working towards a permanent fix for this.
We don't yet have a date when we'll move all customers across to the new network. We do hope this will be before Christmas bust due to the holidays it may be early January.
Update
26 Jan 14:02:59
Due to TalkTalk needing to wait for new software releases from their vendor (Juniper), moving our TalkTalk circuits over to their new network won't happen until mid-March 2018. We are still happy to have customers on the trial.
Started 09 Nov 2017 15:30:00
Update expected 15 Mar 13:00:00

25 Jan 11:00:03
Details
Posted: 25 Jan 11:32:23
Between 10:45:43 - 10:57:33 we saw several blips on half of our new BT host links. They do seem stable at the moment; however we are still waiting on BT to comment on the cause.
Resolution BT Have confirmed that this was a problem on their side. We are awaiting further details about the incident.
Started 25 Jan 10:45:43
Closed 25 Jan 11:00:03

15 Jan 13:02:42
Details
Posted: 8 Jan 13:49:47

As mentioned in https://aastatus.net/2482 we are installing new fibres into BT to increase our capacity. We are now ready for customers on BT backhaul ADSL and VDSL circuits to test this.

Customers prefix their username in their router withe "test-" which will then connect through the new fibres. (eg if your username is example@a.1, change it to test-example@a.1) There should be no other differences in the service. We'd appreciate any feedback and observations being sent to trial@aa.net.uk

All being well, we hope to move the rest of the customer circuits in stages next week at which point you can remove the "test-" from your username.

Update
8 Jan 13:54:42
If customers go over their usage tariff during the testing we'll apply free top-ups - email trial@aa.net.uk if this happens or if you think it is likely.
Update
11 Jan 13:43:35

From Monday 15th January we will be moving circuits over to the new BT pipes, this process will take a number of days and therefore the trial will stop on 24th Jan.

Customers who changed their username can change it back on or before 24th January. Thank you for everyone's feedback and cooperation.

Started 8 Jan 13:00:00

15 Jan 11:19:42
[DNS, Email and Web Hosting] IMAP and POP3 server name change - Info
Details
Posted: 15 Jan 11:19:42

Over the years we have had various incarnations of the POP3 and IMAP server name that customers have been using to receive email. Last year we worked on making this simpler and for a while now we have been asking customers to use mail.aa.net.uk with SSL/TLS enabled using port 993 for IMAP or 995 for POP3. This has been done to improve the efficiency and privacy of our email service. Your outgoing SMTP settings are unchanged, and are still: smtp.aa.net.uk

From this week we are starting to contact customers by email who are using an old server name and sending details on what to do.

Features and stored email are all unaffected by this name change. We have a support page which has the correct settings and examples for some email programs: https://support.aa.net.uk/Incoming_Email_Settings:_Quick_Examples

Please contact Support if you need any assistance

Started 15 Jan 11:00:00

26 Jan 09:00:00
Details
Posted: 11 Jan 13:33:26

We do upgrades on our L2TP Network Servers over night one at a time as a rolling upgrade from time to time. Starting from Monday 1AM we starting the process. This will be ongoing over the next two weeks, impacting a small proportion of customers each night with a PPP drop and reconnect using the preferred time as set on the control pages. Depending on your equipment this could be anything from a fraction of a second outage to a few minutes.

In tandem with this, circuits on BT back-haul will reconnect using our new fibres into BT.

Update
12 Jan 11:51:52
A few BT back-haul connections on the "B" LNS moved to the "A" LNS just now, this was not quite as planned, but has proved to be a good test of the new BT links. Sorry for any inconvenience. We expect the further rolling updates and switches to new links to be somewhat more seamless during next week now.
Update
19 Jan 08:28:29
We have now upgraded half of our LNSs and half of our BT circuits are on our new BT interconnects.
Resolution All circuits are now on the new Interconnects.
Started 15 Jan 01:00:00
Closed 26 Jan 09:00:00
Previously expected 24 Jan 10:00:00

11 Jan 12:36:23
Details
Posted: 10 Jul 2017 22:52:30

OVERVIEW:

Using encryption is strongly recommended wherever possible to as to ensure private communication between you and the server and to protect your username and passwords from being intercepted by other people.

Historically, accessing our email servers using SSL/TLS has been available but problematic in that the certificates we use is issued by 'CA CERT' which although is 'secure', email programs often popped up a warning about the security settings.

SOLUTION:

We have added a new set of servers which customers can use to access their email. These use a Let's Encrypt certificate which will be accepted by email clients without any warnings.

IN TESTING:

At the moment (July 2017) we are still testing this out, and this should be viewed as 'beta'. There are a few rough edges which we are still working on fixing before making this an official service. that said, customers may try this out and we will make any maintenance as seamless as possible - meaning that it should work fine but there may be short periods of time when it stops working.

USAGE:

A simple change needs to be made to your email account settings within your email program (eg account settings in Thunderbird, Outlook, Mail etc). Go to the account settings where the IMAP or POP3 server details are, and ensure the following is set:

For IMAP:

Server hostname: mail.aa.net.uk

Port: 993

Security options: SSL/TLS

For POP3:

Server hostname: mail.aa.net.uk

Port: 995

Security options: SSL/TLS

You must use SSL/TLS as we do not support insecure access on these servers.

CHANGING BACK:

Customers are free to change the settings back to what they had before. This will not affect the emails stored on the server in any way.
Update
28 Jul 2017 20:46:50
Note: mail.aa.net.uk can also be used to manage your sieve filters (TLS on port 4190)
Update
11 Jan 12:36:02
Using the incoming mail server as: mail.aa.net.uk is now the recommended name to use. We ask that all customers check and update their settings.
Started 10 Jul 2017 22:00:00

9 Jan 12:49:12
[DNS, Email and Web Hosting] IMAP indexing problem - Closed
Details
Posted: 22 Aug 2017 13:02:21
We are working on solving a problem that we're currently seeing with IMAP indexing on our mail servers. The symptoms customers are likely to see are small oddities such as emails appearing not to move between folders, or appearing twice. This problem is only index related and so doesn't actually affect the emails themselves. This problem is not causing email to be lost.
Update
22 Aug 2017 16:47:26
We are still investigating a proper fix for this problem, but in the mean time we are making changes that should work around it. There is a small risk that if you are using Sieve filtering that it may stop working. If that is the case, please contact support for assistance
Resolution Longer term fixes for this was implemented as part of planned work: https://aastatus.net/2487
Closed 9 Jan 12:49:12

8 Jan 22:10:00
Details
Posted: 5 Jan 15:05:14
We will be carrying out some work on our POP3/IMAP servers on Monday from 9PM. This involves some configuration changes at our side and will affect access to the servers whilst this work is carried out.
Update
8 Jan 21:18:38
This work has started.
Update
8 Jan 21:56:12
The configuration is still in progress but at this point customers will be able to view and receive email again as long G as they are using the IMAP/POP3 server of mail.aa.net.uk
Update
8 Jan 22:13:14
This work has been completed. Do contact support if you have any problems.
Started 8 Jan 21:00:00
Closed 8 Jan 22:10:00

4 Jan 11:20:00
Details
Posted: 3 Jan 10:30:19
We're seeing incorrect SMS delivery reports from SMSs bein set to the EE/t-mobile network. SMSs are being delivered successfully but we receive a delivery report saying the message was rejected. This looks like it may be a problem between our carrier and EE. This is being investigated.
Update
4 Jan 09:42:16
Update from our carrier: "I have escalated this issue to our senior systems team for review"
Update
5 Jan 16:20:06
This has been fixed.
Started 3 Jan 10:00:00
Closed 4 Jan 11:20:00

4 Jan 11:00:27
Details
Posted: 4 Jan 11:00:27

We're updating SSL certificates for our legacy email servers today. The old serial number is 130CAB. The new serial number is 1360FD. However, if you are reading this status post because are you seeing the change or a warning message then you are probably using out of date settings. Please change your POP3 or IMAP server name setting to our new one, which is simply: mail.aa.net.uk

See https://support.aa.net.uk/Email_Settings for more information about email settings

Started 4 Jan 10:00:00

3 Jan 17:27:06
Details
Posted: 3 Jan 17:26:31
We have upgraded our order pages to allow ordering and regrading to the new terabyte tariffs on BT lines (as was only on TT lines before). Not available on 20CN, but otherwise you can now select 1TB (on Home::1) or 2TB (on SoHo::1) as just another tariff choice. As usual regrades take effect from next month, and the quota bonus system applies to this tariffs as well. Importantly they can be "balanced" with lines on the same site that are not on terabyte levels allowing multi-line sites to have different tariffs on each line simply shared in total by both lines.
Started 3 Jan 17:26:49

18 Dec 2017 18:00:00
[DNS, Email and Web Hosting] Web hosting problems - Closed
Details
Posted: 14 Dec 2017 09:04:39
We're investigating problems with our web hosting.
Update
14 Dec 2017 09:14:46
There is a problem with the file server that hosts the files for web hosting.
Update
14 Dec 2017 09:26:32
The RAID array for the web hosting has broken. This is a simple two disk RAID1 mirror. It looks like the mirror became degraded overnight but for an unknown reason the RAID controller also removed the remaining drive! We are attempting to rebuild it, but if that fails we'll need to restore from backup.
Update
14 Dec 2017 09:51:55
We've managed to bring the RAID array back online, we are running a filesystem check as it looks like some files, or file attributes are corrupt.
Update
14 Dec 2017 10:25:18
Unfortunately, due to the problem we are having with web hosting we are needing to reboot the file server that manages email and web. This is happening now, and will mean access to email will be unavailable for a few minutes. We do apologise for this.
Update
14 Dec 2017 11:21:33
The file system did not come back after the reboot. A repair has been completed and the file system is mounted again.
Update
14 Dec 2017 12:29:08
Sadly, we're needing to restore websites from backup, This will be starting soon but it will take some time for data to be fully restored. We'll update on the progress at around 1PM though.
Update
14 Dec 2017 13:33:31
Websites are being restored from our Wednesday morning backup. About 16% of the files have been restored so far. We expect this to take a few more hours to complete.
Update
14 Dec 2017 14:10:32
Over 25% now.
Update
14 Dec 2017 15:51:57
Over 50% now.
Update
14 Dec 2017 19:00:30
Backups have been restored, and FTP/rsync are now live again. Web access logs have been lost - sorry for any inconvenience.
Update
15 Dec 2017 12:39:15
Some customers are unable to ftp or rsync files to their web space. This is being worked on now though.
Update
15 Dec 2017 17:26:35
The job to repair the ftp/rsync issues at this moment in time is still running.
Update
16 Dec 2017 12:25:00
FTP/rsync is now repaired, and access to the web space should be back to normal. Unfortunately, during the restore process, weblogs were not recreated for any domains using them. This means that customers will need to log back in to the web space to re-enable logs. Sorry for any inconvenience that causes!
Started 14 Dec 2017 09:00:00
Closed 18 Dec 2017 18:00:00

14 Dec 2017 12:30:00
[DNS, Email and Web Hosting] Email problems - Closed
Details
Posted: 14 Dec 2017 10:59:30
This is related to https://aastatus.net/2479 We are problems with the file server for most of our email users. Whilst working on fixing problems with web hosting a problem occurred with the mail store for email. This is being investigated.
Update
14 Dec 2017 11:30:53
As per https://aastatus.net/2479 the file system did not come back after a reboot. The file system was repaired and is mounted again. Mail should be working again, however it may be a little slow. We do apologise for the inconvenience.
Update
14 Dec 2017 12:29:42
Email is back online, things will be a little slow whilst it all catches up.
Started 14 Dec 2017 10:45:00
Closed 14 Dec 2017 12:30:00

14 Dec 2017 11:01:29
Details
Posted: 05 Dec 2017 09:41:51
We're investigating a problem with our email (IMAP/POP3) servers. Customers may have problems reading email. Update to follow shortly.
Update
05 Dec 2017 09:44:43
The problem is relating to our storage server, this is being investigated.
Update
05 Dec 2017 10:08:31
Email and web services are starting to recover.
Update
05 Dec 2017 11:25:08
The mail servers are busy catching up and are slow at the moment. Things should catch up soon though.
Update
05 Dec 2017 11:52:05
We're still experiencing load problems on the mail servers causing timeouts and delays. We are working improving this at the moment, but some customers will be having problems receiving email.
Update
05 Dec 2017 15:51:32
Email is still slow for some people and this is still being worked on.
Update
06 Dec 2017 10:33:22
Email is a little slow today still. We are planning some hardware upgrades to increase capacity, some of which will happen tomorrow and some today.
Update
06 Dec 2017 11:37:40
We will be restarting one of our IMAP servers at 12:30 this afternoon, we expect this to take less than one minute. This will not affect customers using the official IMAP/POP3 server hostname of mail.aa.net.uk. Customers using the now deprecated mail.[yourdomain] type hostname may experience a brief disconnect.
Update
06 Dec 2017 12:35:17
The restart has been completed.
Update
13 Dec 2017 16:13:05
Further work is being done to help with the performance of our email services, please see: https://aastatus.net/2478
Started 05 Dec 2017 09:20:00
Closed 14 Dec 2017 11:01:29

14 Dec 2017 10:59:55
Details
Posted: 14 Dec 2017 10:25:00
Unfortunately, due to the problem we are having with web hosting we are needing to reboot the file server that manages email and web. This is happening now, and will mean access to email will be unavailable for a few minutes. We do apologise for this.
Update
14 Dec 2017 10:52:01
There are problems with one of the mount points for email. We are investigating.
Resolution This post is being closed for more info see: https://aastatus.net/2481 and https://aastatus.net/2479
Started 14 Dec 2017 10:20:00
Closed 14 Dec 2017 10:59:55

13 Dec 2017 23:12:35
Details
Posted: 13 Dec 2017 14:58:28
We will performing a hardware upgrade of the storage server that is used for email and web page hosting. This will impact access to email and hosted web pages whilst this work is carried out, we expect this to take under 30 minutes. We're sorry for the short notice.
Update
13 Dec 2017 22:10:08
This work has started.
Update
13 Dec 2017 22:46:39
This is taking a bit longer than expected, but services should be resumed in 30 minutes or so. Update to follow.
Update
13 Dec 2017 23:08:14
Services are being restored at the moment.
Update
13 Dec 2017 23:13:12
All services should be working again now. Staff are monitoring.
Resolution This work went well, except overnight there was a problem with web hosting, this is detailed in post: https://aastatus.net/2479
Started 13 Dec 2017 22:00:00
Closed 13 Dec 2017 23:12:35

13 Dec 2017 16:11:18
Details
Posted: 27 Nov 2017 20:17:21

As you know, we are one of the few ISPs that monitor every line every second for loss, latency and throughput, and provide that data to customers to see how well your line is performing, and how we are performing as your ISP.

Well, the latest FireBrick code now provides these graphs in SVG format which means awesome scaleable graphs with even more detail and much clearer and easier to understand.

We are rolling out these as part of LNS upgrades over the coming weeks, and will have all systems using them soon. In the mean time you may see a mix of old (PNG) and new (SVG) graphs.

I hope you appreciate them as much as I do, and the hard work we have put in to making them. We take the quality of our service very seriously which is why we make this available to customers, and the nicer and clearer we can make that - the better.

Started 27 Nov 2017

13 Dec 2017 16:00:00
Details
Posted: 21 Oct 2017 17:30:55
We have identified a small number of TalkTalk connected circuits that have 1-4% packetloss in the evenings between 7pm and 9pm. We have worked with TalkTalk NOC and have helped them to identify a link running at full capacity within their network. Work is still ongoing to fix this.
Update
21 Oct 2017 17:42:22
To aid with TalkTalks investigations we have shutdown our interconnect in Harbour Exchange to TalkTalk. We still have plenty of capacity in Telehouse so this work is not service affecting.
Update
21 Oct 2017 17:50:43
TalkTalk say: "NOC troubleshooting has identified that one of three 10 gig circuit between the LTS and the LDN at hex is reaching capacity between 19:30 and 21:30hrs and is the root cause of the packet loss."
Update
10 Nov 2017 11:23:51
See: https://aastatus.net/2454 for details regarding testing the new TalkTalk network which will resolve this.
Update
22 Nov 2017 21:33:35
packetloss on TalkTalk connected circuits has increased over the past day or so. We're happy to move customers to trial TalkTalk's new network, do get in touch with trial@aa.net.uk
Update
24 Nov 2017 15:02:12
TalkTalk have done some work on their side which should help reduce the low levels of packetloss that some lines are seeing.
Update
12 Dec 2017 09:11:02
Work that TalkTalk have done recently has helped with congestion and we are now seeing far fewer lines with congestion.
We don't yet have a date when we'll move all customers across to the new network. We do hope this will be before Christmas bust due to the holidays it may be early January.
Resolution The congestion problem has been resolved. The longer term option of moving our customer base to TalkTalk's new network will happen in January 2018. More details of this will be posted nearer the time.
Broadband Users Affected 1.50%
Started 18 Oct 2017 19:00:00
Closed 13 Dec 2017 16:00:00

09 Dec 2017 11:51:09
Details
Posted: 09 Dec 2017 10:00:34
Support staff may be starting late today due to a lack of electricity at our office. It appears to be an underground cable fault.
Update
09 Dec 2017 10:00:52
Update
09 Dec 2017 12:38:51
A genset has been spliced into the mains incomer, meaning power to the offices has been restored whilst the energy supplier continue to work on repairing the faulty section of underground cable.
Update
11 Dec 2017 18:35:04
The generator is planned to be removed "later tonight" according to engineers, who are currently working hard to repair the fault having dug a few more holes and so far managed to avoid the fibre to the office. This work involves disconnecting other parts of the industrial estate to make it safe to disconnect power, then disconnecting ourselves from the genset. Once disconnected, our mains incomer will be spliced back to the repaired cable.
This is not expected to impact on operations in the office tomorrow morning as this disconnection and reconnection is happening out of hours, but updates will be posted should the situation change.
Resolution Generator provided.
Started 08 Dec 2017 20:15:00
Closed 09 Dec 2017 11:51:09
Previously expected 09 Dec 2017 10:00:00

04 Dec 2017 18:00:00
Details
Posted: 04 Dec 2017 11:35:04
We have routing problems to some authoritative DNS services hosted by Edgecast, this is causing some DNS lookups to fail. Example domains that are intermittently failing are  flightaware.com, expertflyer.com, lenovo.com, postoffice.co.uk, norwegian.com, twimg.com and some others. We have spoken to Edgecast NOC (after not hearing back from our emails to them) and are sending them further details.
Update
04 Dec 2017 14:52:29
We have spoken to Edgecast again, and they are looking in to this.
Update
04 Dec 2017 16:56:31
We've turned off one of our peerings with Edgecast, and note that the DNS resolution issues are looking somewhat better with this off for the moment from our tests.
Investigations from both sides continue as to why it's being broken.
Update
04 Dec 2017 18:11:43
We have worked around the problem temporarily and DNS is looking to be working ok again. We will investigate further though.
Update
04 Dec 2017 18:12:01
Edgecast have replied saying: "Thank you for the additional information. We are noticing some errors on a couple of our backbone links in one of our London PoP which is where the peering session located. We're currently working with our teams to get these links removed from production. Once this is done, we'll provide an update. "
Update
04 Dec 2017 21:52:23
Edgecast said they saw an issue, but we also found if we take down our peering to them over one of our LINX ports that the problem goes away. We're needing to do a bit more investigation to find out why, but since 6pm-ish routing and DNS lookups to Edgecast is working.
Started 04 Dec 2017 08:00:00
Closed 04 Dec 2017 18:00:00

04 Dec 2017 15:21:18
Details
Posted: 04 Dec 2017 15:21:18
Here are our opening hours:

Sat 23rd Closed
Sun 24th Closed
Mon 25th Closed
Tue 26th Closed
Wed 27th Open 9AM-5PM
Thu 28th Open 9AM-5PM
Fri 29th Open 9AM-5PM
Sat 30th Closed
Sun 31st Closed
Mon 1st Closed
Tue 2nd Open as usual (8AM-6PM)

Started 04 Dec 2017 15:00:00

03 Dec 2017 13:50:43
Details
Posted: 20 Nov 2017 17:36:51
The accounts system will be taken down for maintenance for a couple of hours on Sunday the 3rd of December starting at 11:00. Apart from that downtime, this is not expected to cause any disruption.
Update
03 Dec 2017 13:50:58
The work has completed successfully.
Started 03 Dec 2017 11:00:00 by AA Staff
Closed 03 Dec 2017 13:50:43
Previously expected 03 Dec 2017 13:00:00

01 Dec 2017 02:46:19
[DNS, Email and Web Hosting] Problems accessing email - Info
Details
Posted: 24 Nov 2017 10:21:11
We're having some problems on our IMAP and POP3 serves this morning. We're working on this, but some customers will be having problem accessing their email at the moment.
Update
24 Nov 2017 10:39:53
We're needing to revert some settings we made yesterday, this is being done at the moment.
Update
24 Nov 2017 10:56:04
The changes have been made and we are expecting performance to start improving.
Started 24 Nov 2017 10:00:00