Order posts by limited to posts

5 Feb 16:32:23
Details
5 Feb 16:32:23
Some call recordings from today have been lost. We've identified the problem and have worked around it until we can fix it. We should be able to fix it with no customer impact. If you are expecting a call recording that you have not received, support can check whether the call was affected by this problem. The call recordings lost are in the minority and most calls were recorded as expected. This problem is unrelated to yesterday's problems with lack of ring tone!
Started 5 Feb 16:25:24

12 Jun 2015 11:06:49
Details
12 Jun 2015 11:00:23
Our office connectivity blipped. We have internet again, but our phones are down. We're investigating. This is not customer affecting.
Update
12 Jun 2015 11:06:49
Phones are working again.
Previously expected 12 Jun 2015 14:57:07

13 Apr 2015
Details
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

12 Mar 2015 09:48:01
Details
12 Mar 2015 09:48:01
Our wiki at http://wiki.aa.org.uk/ will be down for a while today due to an internal PEW. Sorry for any inconvenience.

08 Jan 2015 12:39:06
Details
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
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
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
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
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
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
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
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.

Thursday 19:56:26
Details
10 Feb 16:09:21
We will be doing some router upgrades over the next few days - these should have no impact on services. At present we are not planning to upgrade the LNSs just yet.
Update
10 Feb 17:08:49
This may have some impact on mobile data for a few seconds.
Started 10 Feb 17:00:00
Closed Thursday 19:56:26
Previously expected Yesterday 17:00:00

9 Feb 13:32:42
Details
9 Feb 10:54:25
We are carrying out some work as part of our major backbone upgrade today. It should have no impact on services, but obviously any work in the data centre poses some risk.
Started 9 Feb 10:50:00
Closed 9 Feb 13:32:42
Previously expected 9 Feb 16:00:00

8 Feb 16:00:00
Details
8 Feb 15:55:03
We're looking in to a network issue affecting some DSL customers. You may be seeing a drop on your broadband line and/or problems with routing to parts of the internet. Staff are investigating.
Update
8 Feb 15:58:26
Lines are reconnecting and traffic getting back to normal.
Resolution Service is back to normal.
Started 8 Feb 15:45:00
Closed 8 Feb 16:00:00

7 Feb 17:17:03
[Broadband] - L2TP service - Info
Details
7 Feb 17:17:03
We have something of an informal L2TP service. It works as backup to broadband lines, but also as a stand alone service with IPv4 and IPv6 via L2TP with usage charging.

We plan to make changes to billing for this, moving away from a complex units system to a simple one.

The planned new package is £10/month for 100Mb/s and 1 Terabyte download allowance (after which capped to 3Mb/s).

We plan to contact existing users in due course and announce a proper start date for this as our only stand-alone L2TP service offering. Existing DSL users can use L2TP as a back-up as part of their package.

Any queries, please contact us.

Started 7 Feb 17:14:02

7 Feb 17:08:10
Details
23 Oct 2015 09:42:55

Following the recent media attention to the 'cyberattack' and possible data theft from TalkTalk, we asked our account manager how this affects us and our customers. The response was: "The attack was on our consumer website and doesn't impact our partner accounts and customers."

The service we buy from TalkTalk is their wholesale/'partner' account services which is kept separate from TalkTalk's 'consumer' services as much as possible. At the moment in time AAISP are confident that the statement above means that our own data and our customer's data is unaffected by this recent attack.

TalkTalk's own statement can be found here: http://help2.talktalk.co.uk/oct22incident

Started 23 Oct 2015 09:30:00

7 Feb 17:07:30
Details
01 Dec 2015 10:00:08
We are starting to use a new address for the Control Pages. Instead of https://clueless.aa.net.uk it'll be https://control.aa.net.uk. The reasons for this are two fold:
  1. Control.aa.net.uk is a better description of the service than clueless.aa.net.uk - some customers have been a little confused or wary of the name 'clueless'.
  2. The new name has given us the opportunity to update the SSL (security) settings.
The slight downside of this is that older clients may not have the modern ciphers needed. For example, the minimum browser versions would be:
  • Firefox 27
  • Chrome 22
  • IE 11
  • Opera 14
  • Safari 7
  • Android 4.4
  • Java 8

We would recommend that customers update their browsers if they are using the above.

As always, we're happy to receive feedback.

Resolution Launched
Started 01 Dec 2015 09:04:43
Closed 7 Feb 17:07:30

7 Feb 17:07:15
Details
22 Jan 17:49:24
We have been working on the new ordering system this month, mainly to allow people to order the new Terabyte services (new lines, and upgrades).

We are also setting up the new system to allow ordering a regrade from BT to TT back-haul, and we plan to be pushing that next month with a view to better pricing for all customers on TT back-haul in a few months if we meet some targets. More on that later.

The ordering platform is going to be made live for initial customer testing some time next week so that we can publish it as the main ordering page at the start of February. It will replace the existing Home::1, Office::1 and older units based ordering systems in the long run.

Anyone that has signed up for the trial of Terabyte services and not yet had the order placed will be contacted to try the new ordering system soon.

Thank you for your assistance on this.

Resolution Launched
Started 25 Jan
Closed 7 Feb 17:07:15
Previously expected 1 Feb

7 Feb 17:06:58
Details
29 Dec 2015 08:47:08
We now have details of our new terabyte services which should start to be available middle of January.

More here http://aa.net.uk/news-2016-terabyte.html

Please do not hassle sales - we'll post more details of when you can order the service once available.

Update
12 Jan 10:16:16
We are now able to process a few orders a day semi-manually for customers. Please email trials@aa.net.uk to add yourself to the list and sales staff will get in touch.
Resolution Launched
Started 29 Dec 2015 08:43:00
Closed 7 Feb 17:06:58

7 Feb 17:06:27
Details
17 Jul 2014 10:08:44
Our email services can learn spam/non-spam messages. This feature is currently down for maintenance as we work on the back-end systems. This means that if you move email in to the various 'learn' folders they will stay there and will not be processed at the moment. For the moment, we advise customers not to use this feature. Will will post updates in the next week or so as we may well be changing how this feature works. This should not affect any spam scores etc, but do contact support if needed.
Update
29 Jul 2014 11:42:12
This project is still ongoing. This should not be causing too many problems though, as the spam checking system has many many other ways to determine if a message is spam or not. However, for now, if customers have email that is miss-classified by the spam checking system then please email the headers in to support and we can make some suggestions.
Update
19 Jan 2015 16:08:37
We are working on rebuilding the spam learning system. We expect to make this live in the next couple of weeks.
Started 17 Jul 2014 10:00:00
Closed 7 Feb 17:06:27

7 Feb 17:06:11
Details
04 Dec 2015 11:28:16
Since 23/11/2015 we have been seeing Packet loss appropriately between noon to 11pm.

BT are being informed and we will update the status shortly.
Broadband Users Affected 0.17%
Started 23 Nov 2015
Closed 7 Feb 17:06:11

1 Feb 17:05:43
Details
1 Feb 08:10:59
We are investigating the loss of the constant quality monitoring graphs for the last few days. Engineers are investigating.
Resolution Apologies for the inconvenience - we did find the root of the problem which has left two days of missed graph data over weekend. All fixed now.
Closed 1 Feb 17:05:43

2 Feb 19:40:50
Details
2 Feb 15:16:10
BT have a major problem at the moment and lines which log off are unable to log back in again. Our TalkTalk services are unaffected, and lines which stay online are unaffected. This looks to be a country wide problem affecting many ISPs.
Update
2 Feb 16:41:57
BT are aware (obviously!) and have given us notice of this outage as follows:
We are aware of an issue impacting connectivity to Broadband services and are currently investigating with technical support teams. At the moment, we are unable to inform you of your specific affected circuits and services. Once root cause is established we will issue this detail promptly.
Update
2 Feb 16:51:49
Our XML requests are going in to BT now - and very very slowly coming back out... This may be a sign that BT will start working again... However, lines which have disconnected this afternoon have not yet logged back in.
Resolution This seems to be resolved - we'll see if BT have more detail in sue course.
Started 2 Feb 15:00:00
Closed 2 Feb 19:40:50

5 Feb 07:18:00
Details
4 Feb 11:46:37
We are investigating a problem where callers to customer VOIP numbers and not getting any ring tones, calls are going through but no 'ringing' tones are being generated. This is being investigated by our engineers now.
Update
4 Feb 12:14:33
We have managed to reproduce the problem, which is the first step to finding the cause and fixing it. Sorry for any inconvenience this may be causing. There has also been some disruption to calls in to our offices today as a result of our investigations.
Update
4 Feb 13:14:26
We believe we have got to the bottom of this issue, and should be rolling out an update later today.
Resolution Call servers will upgrade at some point this evening with the necessary fix for the lack of ring tone. Thank you for your patience.
Closed 5 Feb 07:18:00

21 Jan 10:27:30
Details
26 Nov 2015 16:14:29
We will be making our new webmail servers live on 1st December. We are still running Roundcube and Squirrelmail but on new servers. They will also be accessed on a new domain (webmail.aa.net.uk).
Update
26 Nov 2015 16:39:39
You can currently try out the new webmail at: https://webmail.aa.net.uk
Update
21 Jan 10:27:30
The new webmail servers have been live for a while now. From today we are redirecting users of the old webmail servers to the new ones. From a users point of view there is very little that has been changed. Both Roundcube and Squirrelmail are available on the new servers. Do let support know if you have any questions.
Started 26 Nov 2015 16:00:00

4 Jan 13:21:57
Details
4 Jan 13:21:57
It seems our bank holiday system was a tad confused and has metered usage this morning for lines in Scotland as a normal day and not as a bank holiday. This has now been corrected, but it may mean units customers have been over metered for 4 hours this morning. If you think you are affected, contact us and we'll add a top-up to cover it. Sorry for any inconvenience, and Happy New Year.
Started 4 Jan 09:00:00

31 Dec 2015 13:32:37
Details
31 Dec 2015 13:31:30
The office is going to be unmanned as of 2PM today. This means that there will be no telephone support available, however we do still have staff working remotely answering emails and text messages.

We wish all our customers a Happy New Year!
Started 31 Dec 2015 13:26:15

24 Dec 2015 14:49:51
Details
23 Dec 2015 17:21:04
We've noticed several circuits in the South West regions are showing packet loss and severely reduced throughput. This has been reported to BT and they are investigating.
Update
23 Dec 2015 17:32:12
Here is an example graph
Update
23 Dec 2015 19:40:42
The poor throughput and packet loss with this same pattern has also been noted in some areas in the South
Update
24 Dec 2015 14:57:15
The packet loss has appeared to have stopped shortly after 2255 last night.
Resolution BT have identified a core link showing this packet loss, and have swapped line cards to resolve the loss on this core link.
Started 23 Dec 2015 12:00:00
Closed 24 Dec 2015 14:49:51
Cause BT

21 Dec 2015 08:46:32
Details
21 Dec 2015 08:46:32
Please see our most recent newsletter: aa.net.uk/news-2016-01.html
Started 21 Dec 2015 08:45:00

17 Dec 2015 11:30:18
Details
17 Dec 2015 10:38:26
We are seeing issues with Data SIMs at present due to some network issues between the carrier and us. This is being investigated.
Resolution This looks to have been triggered by a small denial of service attack at the carriers, but this caused an unexpected knock on effect which we have cleared now. Sorry for any inconvenience.
Started 17 Dec 2015 10:05:00
Closed 17 Dec 2015 11:30:18

15 Dec 2015 16:15:00
Details
15 Dec 2015 09:43:03
We'll be doing some general maintenance on our London racks today. This is minor works in preparation of further work early next year as we expand our network. We don't expect any problems to arise.
Resolution Completed successfully.
Started 15 Dec 2015 09:30:00
Closed 15 Dec 2015 16:15:00

7 Feb 17:06:39
Details
03 Dec 2015 11:24:45
Work is being done on the network to move our Three mobile data SIMs to a new platform. This should not impact the service, but any issues, please contact support as normal. The new platform will allow some changes to the services we offer - more details to follow later in the month.
Update
11 Dec 2015 10:32:02
It looks like this is delayed to the new year now
Started 10 Dec 2015 10:00:00
Closed 7 Feb 17:06:39
Previously expected 11 Dec 2015 17:00:00

10 Dec 2015 09:17:29
Details
20 Apr 2015 09:54:30
Customers will have received an email from us. Apologies for not PGP signing it. It asks you to go to a secure link on our control pages and confirm (one click) that you consent to receive notices via email.

Yes, I know it is crazy, and it is already part of our terms, and you already know we email notices, and that this email is a notice we have emailed you... Sorry but OFCOM insist we get *explicit* consent to send some notices we send.

We'd appreciate it if you just click the link and then the confirm button.

We'll email you again if you don't, sorry. If you are not happy about this, please do complain to OFCOM. Thank you.

Update
21 Apr 2015 18:23:01
We have resent the email to all of those that have not followed the link and confirmed. This time, PGP signed. Sorry for any concern the previous email caused.
Update
21 Apr 2015 18:29:59
I'd also like to thank the *thousands* of people that have confirmed their consent so far.
Started 19 Apr 2015
Previously expected 01 Jun 2015

10 Dec 2015 09:16:41
Details
12 Mar 2015 18:24:06
We allow users to provide address/location data to pass to emergency services in the event of a 999 calls.

This goes via BT and BT are being a pain at present. As we have explained the data is simply a matter of what customers provide. VoIP has no inherent way to provide an accurate geographic location of callers. But BT are unhappy with some of the data and seem to have blocked us sending updates this week.

They even suggested that they have to send OFCOM reports of incomplete and incorrect data as some sort of threat. We know a lot of people have multiple locations from which they make calls. We do this purely as a good will gesture and in the spirit of GC4, because we don't have location data in the first place. So if BT do not stop buggering about soon we'll be reporting BT to OFCOM instead.

Anyway, the upshot is that a few customers that have provided location data over that last few days are not yet updated to BT and hence the emergency services. We are working to resolve this and hope to have it working again soon.

The config pages for your VoIP set up show if there is an issue and you get an email once it is all confirmed. In the mean time, we do apologise for any concern this may cause.

None of our services are provided to be used in any "safety of life" circumstances, as per our standard terms.

Update
16 Mar 2015 16:49:34
We are hoping to have this sorted, perhaps today.

It is likely that anyone with existing data registered may get a new email at some point confirming the data as we are planning to re-send everything from scratch just to be sure.

We would ask that customers review what they have entered and ensure it is as accurate as possible to assist emergency services in the event of a 999 call.

Update
18 Mar 2015 17:40:37
Data is updating again to BT. We would recommend customers ensure accurate data on the control pages for 999 calls. We will review this over the next few days, and customers may still get update emails in due course.
Started 08 Mar 2015
Previously expected 16 Mar 2015

10 Dec 2015 08:49:48
Details
09 Dec 2015 13:30:57
Just to let you know, I will be giving evidence to the joint committee on the Draft Investigatory Powers Bill at 17:15 today.

http://www.parliamentlive.tv/Event/Index/54f42d6d-2377-4e98-9f6b-f21149c2b21f

Adrian, Director.

Started 09 Dec 2015 17:15:00
Previously expected 09 Dec 2015 17:45:00

09 Dec 2015 13:56:30
Details
09 Dec 2015 13:54:05
Christmas 2015 poem from A&A to our customers, well-wishers and friends in the industry.

https://www.youtube.com/watch?v=agYHiSXple0

Started 09 Dec 2015 12:00:00

02 Dec 2015 11:38:21
Details
02 Dec 2015 10:07:35
Here are the office opening hours for Christmas:
  • Thu 24th Open 8am - 4pm
  • Fri 25th Closed
  • Sat 26th Closed
  • Sun 27th Closed
  • Mon 28th Closed
  • Tue 29th Open 9am - 5pm
  • Wed 30th Open 9am - 5pm
  • Thur 31st Open 9am - 4pm
  • Fri 1st Closed
  • Sat 2nd Closed
  • Sun 3rd Closed
  • Mon 4th Back to normal
We are pleased to confirm that customers on our "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 29th Dec, 30th Dec, and 31st Dec. The 26th Dec and 27th Dec being normal Weekend rates. The 25th Dec, 28th Dec, 1st Jan, and (for lines in Scotland) 4th Jan, are the "Holiday" rate (same usage levels as weekends).

Merry Christmas and a Happy New Year from all at A&A

Started 02 Dec 2015 09:00:00

24 Nov 2015 18:00:00
Details
24 Nov 2015 09:39:31
I'm sorry about this but over night our automated systems changed the balance of LNSs.

This means that this evening, once again, they will be wrong.

As such we have scheduled a ppp restart between 5pm and 6pm today to bring LNSs back to where they should be. Once again this should be a matter of a few seconds outage depending on your equipment.

What we do know is that this worked perfectly last night.

This appears to be entirely my fault as I had scheduled the rebalancing before we decided to do it manually yesterday, and did not cancel the script. I do apologise for the inconvenience.

Adrian, Director.

Started 24 Nov 2015 17:00:00
Closed 24 Nov 2015 18:00:00
Previously expected 24 Nov 2015 18:00:00

23 Nov 2015 18:17:11
Details
23 Nov 2015 11:10:11
We have been rolling out an upgrade to routers and LNSs over the weekend, and this has resulted in an unbalanced set of traffic on LNSs. This meant some customers seeing slower speeds last night, for example.

We have decided that the best move is to rebalance lines between 5pm and 6pm before the evening traffic peak.

This should represent a PPP restart and loss of service for literally a few seconds. For some customers this would happen twice.

It also means some customers will lose their graphs for today as well.

Sorry for any inconvenience, but we believe this is the best way to ensure the best service for everyone this evening.

Update
23 Nov 2015 18:06:27
The work has mostly gone to plan but is taking a tad longer than expected to complete the final stages.
Resolution Rebalancing complete - sorry for the slight overrun.
Started 23 Nov 2015 17:00:00
Closed 23 Nov 2015 18:17:11
Previously expected 23 Nov 2015 18:20:00

19 Nov 2015 11:49:24
Details
18 Nov 2015 21:13:36
We are investigating a network issue affecting most customers with packet loss - this impacts broadband, ethernet, VoIP, and all services.
Update
18 Nov 2015 21:50:44
We're still working on this....
Update
18 Nov 2015 22:23:32
We are being severely DOS'd, our usual anti-DOS systems have not helped this time due to the nature of the attack. Needless to say, we are working to mitigate this.
Update
18 Nov 2015 22:40:25
Things are not perfect, but we have mitigated most of the problems
Update
19 Nov 2015 00:11:00
The network has been stable for over an hour now. There are are a very small number of customers who are offline. We will be contacting them in the morning, However do call our Support Team from 8am.
Update
19 Nov 2015 07:20:56
Whilst service is mostly stable, we are going to have to do more work on this during the day. We'll try and keep disruption to a minimum.
Update
19 Nov 2015 09:03:54
The DDOS has moved to a new target block which has caused more problems again - we are working on this still, but service is improving again.
Update
19 Nov 2015 09:04:57
Looking good now - a handful of customers off line totally but we are working on that now.
Update
19 Nov 2015 09:19:29
Side Note: This wasn't an attacks against our network or servers specifically, it wasn't a 'hacking' attempt like we've seen in the news recently. This was a denial of service attack, probably, against a particular customer. We may not get to the bottom of why this customer was attacked but we are investigating.
Update
19 Nov 2015 10:02:26
Some customer are having their WAN IP address changed to get them on-line. Some customers with blocks of IPs are being contacted regarding a change of IP address block. Obviously if you need the IP to be reinstated once this issue is resolved, we are happy to do that.
Update
19 Nov 2015 11:31:50
Looking a lot better now - monitoring carefully. Impacted customers should now be on line.
Resolution Whilst the attack has now stopped, we have a number of things we still need to do. Thank you for your patience and understanding. More details http://aa.net.uk/news-20151119-dos.html
Started 18 Nov 2015 20:50:00
Closed 19 Nov 2015 11:49:24

26 Nov 2015 08:58:28
Details
19 Nov 2015 18:55:47
Over the next few days we expect to upgrade a number of internal routers - this is part of ongoing work to improve the way we handle DoS attacks in future.
Update
19 Nov 2015 20:14:13
Some work was started tonight, we expect to do more over the next few days.
Update
20 Nov 2015 08:01:23
Some more work this morning - trying to keep any disruption to a minimum.
Update
20 Nov 2015 08:43:57
Some of the updates over the weekend may mean some broadband graphs lose the first few hours of the day.
Update
23 Nov 2015 11:23:00
As part of this work we are doing some further work as described in this post: https://aastatus.net/2180
Started 19 Nov 2015 18:54:58
Closed 26 Nov 2015 08:58:28

18 Nov 2015 16:38:13
Details
18 Nov 2015 14:10:12
Some TalkTalk lines are missing their graphs and connection status from the Control Pages. Customers should still have normal internet access though. This is being looked in to and we expect a fix later today or this evening.
Update
18 Nov 2015 16:38:36
Customers should now be able to re-login and the graphs etc will show again.
Started 18 Nov 2015 09:00:00
Closed 18 Nov 2015 16:38:13

13 Nov 2015 18:30:00
Details
13 Nov 2015 12:31:38
Our constant quality monitoring has identified severe packet loss and latency on some TalkTalk lines connected through the South west of England and South West Wales. An incident has been raised into TalkTalk
Update
13 Nov 2015 12:35:01
Here is an example graph
Update
13 Nov 2015 12:49:42
TalkTalk are aware, it looks like a fibre break in the Plymouth area.
Update
13 Nov 2015 12:53:39
TalkTalk are treating this as priority one incident. More info to follow as and when.
Update
13 Nov 2015 16:56:08
Update from TT: "The incident is still on going and we expect it to be back up by 10pm"
Update
13 Nov 2015 19:00:51
lines are looking back to normal as of 18:30
Started 13 Nov 2015 09:29:25
Closed 13 Nov 2015 18:30:00

12 Nov 2015 09:15:59
Details
06 Nov 2015 09:34:32
Scheduled Maintenance 00:00 to 06:00 Thurs 12th Nov 2015 As part of the expansion of the one of our carriers network, their engineers will be reconfiguring core switches to support new higher-bandwidth paths. This will involve disabling interconnects, reconfiguring them, and restoring them to service. Incoming VoIP call and SMS services will see small periods of disruption as traffic is rerouted during this time period. We apologise for any inconvenience that these works may cause
Started 12 Nov 2015
Closed 12 Nov 2015 09:15:59
Previously expected 12 Nov 2015 06:00:00

09 Nov 2015 10:30:59
Details
27 Apr 2015 14:56:58
Previously Openreach had advised that they intend to run a trial starting today on a small set of lines; where devices aren’t retransmission compatible in the upstream to see if changing certain parameters removes the latency and maintains the other benefits of retransmission. They have now advised us that the trial start date has been put back by two weeks (no idea why)

So if you have an FTTC line that is affected by this then please drop an email to support and we can include it in the list of affected lines that we will get included in the trial.

Update
11 May 2015 11:07:12
Openreach have advised they will start loading the new DLM profiles to lines on Tuesday morning as part of regular DLM runs. Customers that are on the trial will notice a loss of sync when the new profiles are updated.
Update
03 Jun 2015 10:36:31
Apologise for the delay in updating this post. BT have confirmed that all trial lines have been loaded with the new profiles, further to this BT have confirmed that all other affected lines have now had the new profiles loaded. That is all lines across all providers.
Started 27 Apr 2015 14:51:39

21 Oct 2015 13:10:00
Details
21 Oct 2015 12:48:32
Our "clueless" control pages are down at the moment. We're investigating the cause of the problem
Update
21 Oct 2015 13:02:05
We're working to resume access to the control pages.
Update
21 Oct 2015 13:18:47
The control pages are back online.
Closed 21 Oct 2015 13:10:00

15 Oct 2015 09:15:48
Details
26 May 2015 17:55:57
We have had some issues with printing of SIM cards of late. We have two printers but they are struggling with the card material, and this making the print quality somewhat poorer than we would expect.

In light of this, we will be happy to try and print cards as requested, even if it takes us a few attempts, but we are also prepared to offer the cards at a discount if the print quality is not up to scratch. If you order cards, please feel free to pick artwork or load your own as usual, but staff may contact you if there are issues and offer them at a discount.

We are looking in to a new make of card printer which should address this, but we are being careful to evaluate the printer before we go ahead, so it may be a few more weeks.

Sorry for any inconvenience or disappointment this may cause.

Update
15 Oct 2015 09:16:29
We have a number of test printed cards with carious odd things on them which are available half price - ask sales.
Resolution We are pleased to say that we have the new printer set up and working - this one does not melt cards, bend them, print badly on them, or take ages to warm up or cool down. So SIM card printing and our ID card printing is all back in operation.
Started 01 May 2015
Closed 15 Oct 2015 09:15:48

15 Oct 2015 16:50:47
Details
15 Oct 2015 16:50:47
We are running a trial, open to everyone on a TalkTalk connected ADSL line (non-annex M at the moment), which will allow us to set the line profile to 3dB. Typically this will give a speed improvement on short lines. Email in to trials@aa.net.uk if you're interested. It's easy for us to move the line back if it is unstable, there is no cost difference.
Started 15 Oct 2015 15:03:03

13 Oct 2015 16:48:23
Details
13 Oct 2015 15:52:41
We had a network incident starting from just after 15:30 today lasting about 15 minutes. This looks like a DDOS attack but we are still investigating.
Update
13 Oct 2015 15:53:35
Normal service resumed at around 15:41
Started 13 Oct 2015 15:30:00
Closed 13 Oct 2015 16:48:23