Order posts by limited to posts

Today 08:56:09
Yesterday 18:35:15
We have seen some cases with degraded performance on some TT lines, and we are investigating. Not a lot to go on yet, but be assured we are working on this and engaging the engineers within TT to address this.
Started Saturday
Update was expected Today 13:00:00

8 Feb
8 Feb 15:30:07
We are expecting more router upgrades later in the month - this should address a couple of issues we have seen the last few weeks. These should have little or no disruption. Routers are normally done in evening or over night. LNSs are done as a rolling change moving lines to a new LNS over night for a series of nights. Do note that you can configure a preferred time of night on our control pages. Exact dates for upgrades not determined yet but should all be done by end of Feb.
14 Feb 17:53:22
We will be doing some of the routers this evening, and starting the rolling LNS upgrades tonight.
15 Feb 17:03:39
We will be doing the rest of the routers this evening, and continuing the LNS roll over which will run for several more days (we have quite a few LNSs now).
Started 8 Feb
Expected close 1 Mar

7 Feb 14:49:55
[DNS, Email and Web Hosting] - SMTP Settings Change - Open
7 Feb 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 7 Feb 14:49:55
Expected close 4 Jul 09:00:00

7 Feb 14:32:32
7 Feb 14:32:32

We are seeing issues with IPv6 on a few VDSL cabinets serving our customers. There is no apparent geographical commonality amongst these, as far as we can tell.

Lines pass IPv4 fine, but only intermittently passing IPv6 TCP/UDP for brief amounts of time, usually 4 or so packets, before breaking. Customers have tried BT modem, Asus modem, and our supplied ZyXEL as a modem and router, no difference on any. We also lent them a FireBrick to do some traffic dumps.

Traffic captures at our end and the customer end show that the IPv6 TCP and UDP packets are leaving us but not reaching the customer. ICMP (eg pings) do work.

The first case was reported to us in August 2016, and it has taken a while to get to this point. Until very recently there was only a single reported case. Now that we have four cases we have a bit more information and are able to look at commonalities between them.

Of these circuits, two are serving customers via TalkTalk and two are serving customers via BT backhaul. So this isn't a "carrier network issue", as far as we can make out. The only thing that we can find that is common is that the cabinets are all ECI. (Actually - one of the BT connected customers has migrated to TalkTalk backhaul (still with us, using the same cabinet and phone line etc) and the IPv6 bug has also moved to the new circuit via TalkTalk as the backhaul provider)

We are working with senior TalkTalk engineers to try to perform a traffic capture at the exchange - at the point the traffic leaves TalkTalk equipment and is passed on to Openreach - this will show if the packets are making it that far and will help in pinning down the point at which packets are being lost. Understandably this requires TalkTalk engineers working out of hours to perform this traffic capture and we're currently waiting for when this will happen.

Broadband Users Affected 0.05%
Started 7 Feb 09:00:00 by AA Staff
Update was expected 9 Feb 17:00:00

20 Sep 2016 11:26:07
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
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!
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
04 Apr 2013 15:47:25

This is ongoing. We're investigating.

04 Apr 2013 16:07:41

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

05 Apr 2013 09:15:04

This was resolved yesterday afternoon.

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

12 Jun 2015 11:06:49
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.
12 Jun 2015 11:06:49
Phones are working again.
Previously expected 12 Jun 2015 14:57:07

13 Apr 2015
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
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
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).
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.
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
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.
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
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.
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.

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.
22 Apr 2014 09:50:44
MO texts from SIP2SIM are now using the new system - please let support know of any issues.
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.
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.
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.
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
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
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.
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
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

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.

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.

16 Feb 15:00:00
16 Feb 16:00:49
We have spotted some odd latency that was affecting two of our LNSs (A and B gormless). These were also visible, as you would expect, on the graphs shown for people's lines.
Resolution We believe we have addressed the issue now, sorry for any inconvenience.
Started 15 Feb 02:00:00
Closed 16 Feb 15:00:00
Previously expected 16 Feb 15:00:00

13 Feb 10:02:12
[Broadband] - LNS blip - Closed
13 Feb 10:00:36
We just had an LNS blip - this would have caused some customers to drop PPP and reconnect.
Resolution There have been a few LNS blips recently. However, we do know the cause and have a software update to roll out which will fix the problem.
Started 13 Feb 09:56:00
Closed 13 Feb 10:02:12

9 Feb 13:00:00
9 Feb 12:54:39
There appears to be a power outage in maidenhead. This is affecting all our VOIP and Email services. More information to come.
9 Feb 12:59:03
Power is back. VOIP and Email services have been restored. Postmortem to come.
Resolution Power was restored within a few minutes - we do apologise for this unexpected power outage - the cause is suspected to be a faulty network switch which tripped the circuit breaker when it was lightly touched by one of our staff in the datacentre! The switch has been powered off and will be removed from the datacentre out of hours.
Started 9 Feb 12:52:45
Closed 9 Feb 13:00:00

4 Feb 09:32:03
[Broadband] - LNS blip - Closed
4 Feb 09:14:11
We had an LNS reset and lines will have re-connected for some customers. We're investigating the cause.
Resolution We have found the cause, and expect a permanent fix to be deployed on next round of LNS upgrades.
Broadband Users Affected 12%
Started 4 Feb 09:12:00
Closed 4 Feb 09:32:03

2 Feb 21:19:15
2 Feb 21:19:15

31 Jan 16:29:00
31 Jan 16:24:03
Customers on one of our LNSs just lost their connection and would have logged back in again shortly after. We're investigating the cause
31 Jan 16:41:32
Customers are back online. The CQM graphs for the day would have been lost for these lines. We do apologise for the inconvenience this caused.
Broadband Users Affected 12%
Started 31 Jan 16:16:00
Closed 31 Jan 16:29:00

27 Jan 16:55:00
26 Jan 13:56:39
Our Data only SIMs will be 4G LTE enabled over the coming days. They will still support 3G as they do now but where available 4G will also be supported.
Resolution This has been done.
Started 26 Jan 13:50:00
Closed 27 Jan 16:55:00

24 Jan 18:15:00
24 Jan 16:11:45
Some TalkTalk connected customers have high packetloss on their lines from around 3pm today. These lines are in the Chippenham/Bristol area. If affected you'll be experiencing slow speeds.
24 Jan 16:19:23

Affected lines are looking like this. This shows the fault started just after 9am, but from 3pm there is severe packet loss.

24 Jan 18:32:37
TalkTalk say "NOC & Network engineering are currently investigating congestion and packet loss across the core network." More details to follow.
24 Jan 18:45:58
Problem looks fixed as of 18:15
25 Jan 08:48:01
(This also affected some other circuits in other parts of the country.)
Resolution From TalkTalk: Root cause has not currently been identified.. The (TalkTalk) NOC engaged Network Support, who investigated and added a new link in order to alleviate congestion. The B2B Enterprise team are currently retesting with the affected customers and initial feedback indicates that this has resolved the issue
Broadband Users Affected 1%
Started 24 Jan 15:00:00
Closed 24 Jan 18:15:00

23 Jan 21:50:24
23 Jan 21:17:18
Since 20:23 we're seeing ~20% packet loss on TalkTalk connected VDSL circuits, these customers will be experiencing very slow speeds. These are in the SALTERTON/DORCHESTER/WESTBOURNE/CRADDOCK area. We have contacted TalkTalk regarding this.
23 Jan 21:50:48
This looks to have been fixed.
Resolution This was due to a card failure at Yeovil
Started 23 Jan 20:23:00
Closed 23 Jan 21:50:24
Cause TT

23 Jan 17:03:31
[DNS, Email and Web Hosting] - SSL Certificates Updating - Info
23 Jan 17:03:31
We're updating SSL certificates for our email servers today. The old serial number is 124247. The new serial number is 12AD7B. Users who don't have the CAcert root certificate installed may see errors. This does not affect webmail or outgoing SMTP. Details on http://aa.net.uk/cacert.html

24 Jan
23 Jan 08:21:07
Sorry to say that the new LNSs (H and I) were not archiving graphs and so the CQM graphs for customers on these LNSs have not been recorded.
Resolution Fixed
Started 16 Jan
Closed 24 Jan
Previously expected 24 Jan

18 Jan 20:30:00
18 Jan 20:36:56
We're looking in to why some broadband lines and mobile SIMs dropped and reconnected at around 20:30 this evening....
Resolution Lines are back online, most reconnected within a few minutes. This blip affected about 1/8th of our customers, and was caused by one of our LNS restarting unexpectedly. We do apologise for the inconvenience this caused. We'll be investigating the cause of this.
Started 18 Jan 20:35:58
Closed 18 Jan 20:30:00
Cause LNS restart/crash

17 Jan 09:48:47
17 Jan 08:35:28
Once again we are seeing an issue where TT lines are failing to connect. This is not impacting lines that are currently connected unless they drop and reconnect for some reason. This looks like only half of TTs LACs that is impacted, and so lines are eventually reconnecting after several tries. It has been reported to TalkTalk and we will update this post as soon as we get an update.
17 Jan 09:50:18
All affected lines appear to have reconnected.
Resolution We are still investigating the root cause
Broadband Users Affected 1%
Started 17 Jan 01:00:00
Closed 17 Jan 09:48:47
Previously expected 17 Jan 12:31:59

13 Jan 05:16:36
12 Dec 2016 16:21:48
Here are our opening times over Christmas and the New Year.
Fri 23rd Open as Usual
Sat 24th Informal (Some Support staff monitoring IRC and Email)
Sun 25th Closed
Mon 26th Closed
Tue 27th Closed
Wed 28th Open
Thu 29th Open
Fri 30th Open
Sat 31st Informal (Some Support staff monitoring IRC and Email)
Sun 1st Closed
Mon 2nd Closed
Tue 3rd Open...
We wish all our customers a very merry Christmas and a happy new year!
23 Dec 2016 15:25:59
Due to the low volume of calls, our offices are now closed. You can still email support@aa.net.uk or text 01344 400 999 to raise a support ticket. If you believe there is a major issue, that affects multiple customers and that is not shown here, please start your text with MSO which will alert staff. Merry Christmas!
Started 12 Dec 2016 16:00:00

10 Jan 14:31:24
10 Jan 08:49:16
We are seeing an issue where TT lines are failing to connect - this is not impacting lines that are currently connected unless they drop and reconnect for some reason. This looks like only half of TTs LACs that is impacted, and so lines are eventually reconnecting after several tries.
10 Jan 09:43:21
Talk Talk engineers are working on the issue now.
10 Jan 10:59:21
TalkTalk have raised an incident and are still working on resolving this.
10 Jan 11:39:56
A few lines have logged back in, no word back from TT yet.
10 Jan 11:49:57
It looks like all lines are back, we'll update this post again when we get further news from TalkTalk.
10 Jan 15:32:19
Update from TalkTalk regarding this outage: "Investigations by our NOC and network support team identified that a routing card had failed on a router. Routing functionality was moved onto an alternative card by our network support team to restore service. This was completed at 11:46hrs and monitoring has not identified any further issues"
Started 10 Jan 03:20:00
Closed 10 Jan 14:31:24

7 Jan 11:40:55
7 Jan 10:30:49
There seems to be a major issue in the Maidenhead data centre at present, we are investigating.
7 Jan 11:15:07
We have an engineer who should be on site in a few minutes.
7 Jan 11:19:23
Voice services (also in Maidenhead) seem unaffected, but there may be some disruption shortly whilst we work on this problem.
Resolution Engineer has found the problem and reset it. All looking good now.
Started 7 Jan 10:17:00
Closed 7 Jan 11:40:55

16 Jan 15:35:10
4 Jan 13:44:20
This post is mainly for our wholesalers. We are adding two additional LNSs this week and so wholesalers and other customers that we relay L2TP connections to may need to update their access lists/firewalls to allow the connections from the new IP addresses. The two new LNS are: 2001:8b0:0:53::58 2001:8b0:0:53::59

Resolution The new LNSs are now in use.
Started 6 Jan 13:00:00
Closed 16 Jan 15:35:10

28 Jan 10:43:34
3 Jan 09:36:03
We are doing some general router upgrades. As usually these should cause little or no disruption, and we will be doing LNS upgrades as a rolling upgrade one per night. We are also going to be bringing two more LNSs on-line to increase our capacity further.
3 Jan 17:39:54
There will only be a few routers this evening, tomorrow we will look to bring in the new LNSs.
4 Jan 02:34:01
Further updates this morning mean we have now completed around half off our core router upgrades.
4 Jan 13:50:30
It looks like we will start LNS rolling updates Friday night instead. Testing today has gone well though.
4 Jan 18:42:46
Core routers all upgraded, only LNSs now.
6 Jan 17:01:27
Rolling LNS updates will start tonight, once this is complete we will bring the two new LNSs on line.
12 Jan 18:03:46
LNS roll over is complete, we have some further updates and will be bringing new LNSs on-line over the next few days.
14 Jan 15:10:22
Two additional LNSs are on-line now. We expect to do another LNS roll over soon to spread the load evenly.
16 Jan 15:36:05
We will be running a rolling LNS switch over starting tonight.
17 Jan 08:56:51
LNS switch for a few customers on "H" LNS to "I" LNS did not work properly last night, this has been fixed, and so there may have been more than one PPP restart over night, and one just before 9am. Looks good now. Sorry for any inconvenience.
Resolution Upgrades completed
Started 3 Jan 18:00:00
Closed 28 Jan 10:43:34
Previously expected 24 Jan

20 Dec 2016 05:21:26
19 Dec 2016 19:11:18
Some TT lines are down and they are aware and working on it.
19 Dec 2016 21:08:15
From TT at 20:47... Following initial investigations conducted by the NOC it has been identified that there are a number of Virgin Media Backhaul circuits down, this has been reported to Virgin Media who have an engineer on site at Hammersmith and another engineer en-route to Ealing. The cause of the loss of service is yet to be determined by Virgin Media. We will provide a further update as soon as more information is available. Summary Network monitoring has identified that a number of Phone, Broadband, TV, B2B, FTTC, AOL and TUK customers in the West London area are experiencing a loss of service. Impacted customers will be unable to use Phone, TV and/or their data services for the duration of this incident. The full list of impacted exchanges are still being collated. However, impacted exchanges identified so far are Hammersmith, Fulham, Nine Elms, Bayswater, Earls Court, Pimlico, Chelsea, South Kensington, Kensington Gardens, Shepherds Bush, Battersea, Belgravia and Sloane.
Resolution Update from talktalk:- The NOC have completed their checks and have advised that all of the affected customers have now had their service restored. They have liaised with Virgin Media who have confirmed that they have completed all of their restoration work. This incident will now be resolved awaiting confirmation of the full root cause, which will be communicated out once available.
Started 19 Dec 2016 17:33:00
Closed 20 Dec 2016 05:21:26

16 Dec 2016 15:55:55
16 Dec 2016 10:54:38
We are investigating latency spikes to our call servers. This may be affecting calls.
16 Dec 2016 11:11:20
We're applying a software change which should fix this.
16 Dec 2016 14:56:28
The call servers will be updated shortly - we're moving traffic between call servers and once free they will be updated.
16 Dec 2016 15:36:59
We've swapped sip servers and so new registrations and calls should now be on the one that is fixed.
Resolution Normal service has resumed, we do apologise to customers who had some call quality issues today.
Started 16 Dec 2016 10:00:00
Closed 16 Dec 2016 15:55:55

15 Dec 2016 18:26:16
14 Dec 2016 09:53:20
We've started to add some new features to the login system used to access the Control web pages (https://control.aa.net.uk). These features are to improve the overall security of the control pages.

The latest feature are:

Emailing customers when we see a login from a new device.

Logging which browsers you have logged in from (see the 'Logins' link in the left menu). This page has options to set the timeout on sessions etc.

We will be adding further features over the next few days and weeks.

15 Dec 2016 17:18:25
We are testing the next step - adding two factor authentication to control pages - with staff now, and some beta testers on the irc channel. We hope to have this available generally very soon.
15 Dec 2016 18:25:26
Customer testing looks good - now enabled.
Started 14 Dec 2016 09:00:00

14 Dec 2016 13:50:44
14 Dec 2016 10:32:31

We've had a number of customers transfer their broadband to us from Fast, 186k, Firenet etc following their recent announcement that their customers need to find a new ISP.

Quite a few of these new customers have been able to put their new AAISP logins (eg abc@a.1) and password in to their existing router and get online. We've seen customers on BT and TalkTalk provided backhaul come online with us after placing a transfer order and then changing the login in their router to the one we provide.

This is not possible in all cases though. There are some reasons that may mean a transfer may take the usual 10 working days. For example, if the existing service as an cease or open order or for other reasons.

Staff will try to get new customers online if at all possible, but sadly we can't promise that all customers will be able to get online same hour/day.

14 Dec 2016 13:46:36

We're tweaking some systems to help a few 'edge' case Fast customers to log in... This may mean we need to do some billing adjustments in a few cases where customers are moving from an ADSL service to VDSL (FTTC). Please do contact us if you're affected by this though.

Also, it's worth noting that some customers may go offline when the actual transfer order completes (in ~10 days time), but the line should reconnect again OK. As always, do contact us if you have problems.

Started 14 Dec 2016 10:00:00

08 Dec 2016 11:40:47
06 Dec 2016 13:33:53

We are working on our systems to add two factor authentication to web site logins.

At present this has been added to the accounts system only. You will see an option to set up 2FA when you log in. Simply follow the instructions.

In due course we plan to also add this to our control pages.

See http://aa.net.uk/kb-broadband-2fa.html for more information.

Started 06 Dec 2016

28 Nov 2016 10:27:07
28 Nov 2016 10:16:14
We have an issue with SMS and are investigating now.
Resolution This has been fixed, sorry for any inconvenience
Closed 28 Nov 2016 10:27:07

25 Nov 2016 10:44:38
24 Nov 2016 13:22:50

Home::1 Quota Increase: We're pleased to announce a 50GB quota increase for customers on the Home:1 tariffs with no change in the monthly costs. For example, those on the Home::1 100GB tariff will have 150GB, those on 200GB will have 250GB etc... This will start from your next bill - which for most people will be December 1st. (The Home::1TB tariff is unchanged and stays at 1TB)

New SoHo::1 Tariffs: We are launching new SoHo::1 tariffs! These are aimed at businesses and will have 150GB, 250GB 350GB and 2TB quotas. These will have a few extra features that the existing Home::1 services don't have such as blocks of IPv4, VAT invoices, optional proactive line monitoring during working hours. This will be available on the order form next week (28th November)

We'll have new web pages explaining the Home::1 and SoHo::1 tariffs in more detail over the coming days.

25 Nov 2016 10:45:23
We have updated all Home::1 lines (not on 1TB) to have the extra 50GB quota from the start of your next month now, and updated the ordering system to allow orders and regrades using the new quota levels.
Started 24 Nov 2016 12:00:00 by AA Staff
Closed 25 Nov 2016 10:44:38

24 Nov 2016 23:00:25
22 Nov 2016 13:57:03
On Thursday night we'll be bringing up new email servers that make up smtp.aa.net.uk - the outgoing email servers that customers use when sending email. These servers will have new SSL certificates. We'll be using certificates from "Let's Encrypt" which should be trusted by email clients unlike the original "CACert" which will mean fewer (or no) warnings about needing to manually trust the certificate.
24 Nov 2016 21:05:38
This work will involves a short period of time where the mail servers may not be available - we will work to make this as short as possible.
24 Nov 2016 21:58:33
This work is about to start...
24 Nov 2016 22:40:16
This work is nearing completion, the new email servers are now online.
25 Nov 2016 10:05:09
If customers are having problems sending email, then please check the following settings:

Set the outgoing smtp server to: smtp.aa.net.uk

Set the encryption options to TLS or STARTTLS

Resolution This planned work has been completed.
Started 24 Nov 2016 22:00:00 by AA Staff
Closed 24 Nov 2016 23:00:25

24 Nov 2016 20:27:00
24 Nov 2016 17:03:53
One of our VoIP carriers has reported that they are experiencing connectivity issues, which are manifesting themselves as call drops, and poor quality calls. We have received additional reports from customers that some inbound calls via the affected carrier are not routing.
Further updates will be posted once we have received them from the carrier.
24 Nov 2016 17:07:13
Call routing for outbound calls has been temporarily overridden to bypass the affected carrier.
This affects only outbound calls, inbound calls via the affected carrier will still be impacted.
Resolution Call quality was returned to normal at 17:48 when the carrier was able to get traffic routing via backup routes. Their primary routes were back online at 20:27.
Started 24 Nov 2016 16:14:03 by Carrier
Closed 24 Nov 2016 20:27:00

23 Nov 2016 14:45:26
[DNS, Email and Web Hosting] - Unable to send email - Closed
23 Nov 2016 14:06:53
We're investigating a problem with customers sending email via smtp.aa.net.uk
Resolution Customers are now able to send email again - we do apologise for the inconvenience this caused. Email would not have been lost due to this.
Started 23 Nov 2016 13:51:16
Closed 23 Nov 2016 14:45:26

19 Nov 2016 12:07:55
19 Nov 2016 12:07:55
For most of this year we've been open on Saturdays, with staff available on phone/irc/email/etc. Due to the very low number of enquiries in the afternoon, from December we're slightly reducing the hours we are open. The new Saturday hours will be from 10AM until 2PM.
Started 19 Nov 2016 12:00:00

18 Nov 2016 09:35:00
[Broadband and Ethernet] - Blip - Closed
18 Nov 2016 09:42:12
A number of lines dropped and reconnected at 9:30 - we're investigating the cause.
18 Nov 2016 12:11:52
The blip affected a couple of our Wholesale customers and a small number of A&A customers. This was caused by a routing change that took place at the time which was done to prefer some directly attached routes rather than our transit routes. This change should have been seamless and not affect anything. We're still trying to understand why it did cause a blip and we apologise to those that were affected.
Started 18 Nov 2016 09:30:00
Closed 18 Nov 2016 09:35:00

14 Nov 2016 14:22:26
14 Nov 2016 14:22:26
Our NAT64 gateway has historically allowed access from outside our customer base for those wishing to experiment with IPv6 only networks. Sadly, due to abuse, we are now locking this down to customer IP addresses only. See http://aa.net.uk/kb-broadband-ipv6-nat64.html for further information on the NAT64 gateway.

28 Oct 2016 19:16:26
[Broadband and Ethernet] - L2TP issues - Closed
28 Oct 2016 18:08:03
Customers using L2TP are seeing some issues. We are working on these now.
28 Oct 2016 18:27:54
We think we see the issue and will be applying a fix shortly which will drop sessions one more time.
28 Oct 2016 19:09:52
Sorry for ongoing issues with L2TP service, we are still working on it.
29 Oct 2016 16:56:01
This also caused the quota image on the main A&A page that shows for Home::1 customers to vanish - that should be back now.
Resolution L2TP service is now on a backup LNS, sorry for any inconvenience. We will resolve the underlying issue in due course.
Started 28 Oct 2016 18:00:00
Closed 28 Oct 2016 19:16:26
Previously expected 28 Oct 2016 18:30:00