Order posts by limited to posts

3 Dec 11:00:00
Details
Posted: 20 Nov 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.
Planned start 3 Dec 11:00:00 by AA Staff
Expected close 3 Dec 13:00:00

Yesterday
Details
Posted: Yesterday 10:10:32
In light of recent issues there is some ongoing work on various systems over the next few days, sorry to be a bit vague. We obviously aim to minimise any disruption caused. We'll post more details where possible here.
Update
Yesterday 10:45:29
Some VoIP phones are being funny over some IP changes, so may need restarting.
Update
Yesterday 12:19:31
There are likely to be more VoIP server config changes later tonight as well. Devices should cope, but we know some do not and need restarting. Please do try this first before contacting support.
Started Yesterday

Wednesday 12:15:03
Details
Posted: Wednesday 11:43:08
We are seeing a denial of service attack, which is causing more problems that usual, and this is disrupting traffic to some customers - but it is moving, and so different customers at different times. Obviously we are working on this, and unfortunately cannot say a lot more of the details.
Update
Wednesday 12:15:03
At present, customers using relayed L2TP services (including data SIMs) to external IP addresses, and those accessing VoIP from external IP addresses, may be experiencing issues. IPv4 only - if you are able to use IPv6, please do. Access from customer lines should be unaffected.
Update
Wednesday 12:31:19
Services are returning to normal for now. Thank you for your patience.
Update
Wednesday 12:40:35
During the attack, external access to our LNSs (L2Tp relayed services) and VoIP may be limited. It is back at the moment.
Update
Wednesday 12:59:48
As a side effect of today's DoS attacks, we're also experiencing intermittent failures of the telephones in the office - customers may experience difficulties placing calls into our office. We are aware and working on restoring this as soon as possible.
Update
Wednesday 13:04:32
I am sorry we cannot go in to huge amount of detail on this, but we essentially having to go in to a sort of lockdown on external access to key services during an attack. We will be doing more planned work over the coming days to make this less and less disruptive, obviously, but at the end of the day a denial of service attack can impact any network of any size.
Update
Wednesday 13:14:42
We're still monitoring carefully, obviously...
Update
Wednesday 14:23:38
They are back, shields up!
Update
Wednesday 15:08:32

VOIP customers accessing from non A&A addresses may want to restart asterisk if that is what you are using or restart your client.

L2TP relay customers should now be working

Started Wednesday 11:30:00

31 Aug 01:00:00
Details
Posted: 31 Aug 08:36:41
TalkTalk have lots of small planned work projects happening at the moment. These generally happen from midnight and affect a small number of exchanges at a time. The work does cause service to stop for 30 minutes or longer. TalkTalk publish this information on their status page: https://managed.mytalktalkbusiness.co.uk/network-status/
We are looking at ways of adding these planned works to the Control Pages so as to make it clearer for customers if they are going to be afected.
Started 31 Aug 01:00:00
Previously expected 31 Oct 07:00:00

22 Aug 13:02:21
[DNS, Email and Web Hosting] IMAP indexing problem - Open
Details
Posted: 22 Aug 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 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

29 Jun 20:00:00
Details
Posted: 27 Jun 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
1 Jul 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 20:00:00 by Carrier
Previously expected 30 Jun 00:05:00

28 Jun 02:00:00
Details
Posted: 15 Jun 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 02:00:00 by Carrier
Previously expected 28 Jun 04:30:00 (Last Estimated Resolution Time from Carrier)

12 Jun 10:01:38
[DNS, Email and Web Hosting] Issues with outbound email - Open
Details
Posted: 1 Jun 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
1 Jun 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 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 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 1 Jun 06:55:00 by AA Staff

25 May 02:00:00
Details
Posted: 22 May 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 02:00:00 by Carrier
Previously expected 25 May 04:30:00

6 Apr 01:00:00
Details
Posted: 30 Mar 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 6 Apr 01:00:00
Previously expected 6 Apr 03:00:00

9 Mar 20:00:00
Details
Posted: 8 Mar 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
8 Mar 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 9 Mar 20:00:00
Update was expected 9 Mar 23:00:00

7 Feb 14:49:55
[DNS, Email and Web Hosting] SMTP Settings Change - Open
Details
Posted: 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
Previously expected 4 Jul 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: 27 Sep 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 12:00:00

[DNS, Email and Web Hosting] At Risk Period for Web Hosting - Open
Details
Posted: 21 Feb 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 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.

Yesterday 21:18:37
Details
Posted: 16 Oct 14:03:30

There are lots of news articles and discussions about the 'KRACK' attack vulnerability affecting WiFi client devices.

In summary, this affects WPA2 (and WPA3) (as well as being an additional insecurity with TKIP) And is actually a bug in the WiFi spec - ie the design wasn't thought out properly. So any implementation which follows the spec is vulnerable. There is more technical information about this in the links below.

From an customer of AAISP point of view, we do sell DSL routers with WiFI as well as WiFi access points but, this is a vulnerability in WiFi clients rather than the routers themselves.

Generally, the fix for this vulnerability is on the client side - ie the computer or mobile device connecting to a WiFi network, and so customers should look for software updates for their devices and operating systems. There are links below regarding devices we are involved with which contain further information.

We'll add further information to this post as we receive it.

Update
16 Oct 14:04:01

For more information see: https://www.krackattacks.com/ and all the gory details are in the paper: https://papers.mathyvanhoef.com/ccs2017.pdf

WiFi device specific information:

Remember the main devices to patch are your devices such as computers, phones, tablets etc - once updates have been released and many devices will already have been patched if they are up to date. Updates to Routers and access points will will address the problem when they are acting as a WiFi client themselves and so won't really help if your devices are still unfixed.

Started 16 Oct 10:00:00

Wednesday 12:08:14
Details
Posted: 21 Nov 12:57:30
We are seeing another Denial of Service attack, currently this is affecting A, B, C, D and E gormless intermittently and will manifest itself as packet loss and/or dropped sessions for customers on these LNSes.
We are investigating.
Update
21 Nov 13:34:06
We are going to update some routers today as well, this should not cause any additional impact.
Update
21 Nov 14:21:34
All seems quiet over the last hour.
Update
Wednesday 11:44:02
It appears that the attackers are back. Broadband lines and Ethernet customers may experience difficulty accessing the internet .
Resolution Covered by another status posted
Started 21 Nov 12:50:00 by AA Staff
Closed Wednesday 12:08:14

21 Nov 18:00:00
Details
Posted: 21 Nov 13:32:59
We are upgrading some routers today - this generally has no impact, but there is a risk of some small issues. Sorry for very short notice.
Started 21 Nov 13:00:00
Closed 21 Nov 18:00:00
Previously expected 21 Nov 19:00:00

17 Nov 18:34:27
Details
Posted: 17 Nov 11:36:33

We are seeing a denial of service attack, which is causing more problems that usual, and this is disrupting traffic to some customers - but it is moving, and so different customers at different times.

Obviously we are working on this, and unfortunately cannot say a lot more of the details.

Update
17 Nov 12:09:40
We are still seeing problems, customer on this LNS would have seen drops and routing problems. We are working on this.
Update
17 Nov 12:10:32
This problem has also been affecting some of our transit routes, and so routing to parts of the internet will have had problems too.
Update
17 Nov 12:42:15
We are working through this still, we have moved lines off A.Gormless, and have had further problems with those lines. Please do bear with us, we hope things to calm down shortly.
Update
17 Nov 13:39:21
We cannot go in to a lot of detail but I will say this is a complete new sort of attack. We have made some changes and will be reviewing ways we can mitigate attacks like this in the future. I'll re-open this issue if problems continue. Thank you all for your patience.
Update
17 Nov 13:54:44
Hmm, that attacker is clearly back from lunch.
Update
17 Nov 15:15:18
Not gone away - we are working on more...
Update
17 Nov 16:21:02
This now appears to be affecting VoIP too.
Update
17 Nov 17:19:54
We're rebalancing some lines due to the issues early morning today as per https://aastatus.net/2457 and additionally due to today's issues.
Some PPP sessions will disconnect and shortly reconnect. This is to fix an imbalance in the number of sessions we have per LNS.
Update
17 Nov 17:34:50
The line rebalancing is fine, and mostly broadband is fine, but we are tackling a moving target aiming at various services on an ongoing basis.
Resolution Quiet for now, we are monitoring still.
Started 17 Nov 11:25:00
Closed 17 Nov 18:34:27

19 Nov 18:11:03
Details
Posted: 19 Nov 18:11:03
At the end of last week we installed three additional LNSs, all FireBrick FB6202 routers - these are the devices that sit between our carriers such as BT and TalkTalk and our network and that our broadband connections are terminated on. The addition of these three increase our capacity and helps spread broadband connection over more routers. We now have eleven live and one spare. These are the 'A-L.Gormless' named hosts that you'd see on the control pages etc.
Started 19 Nov 18:00:00

19 Nov 18:05:15
Details
Posted: 10 Nov 12:20:10
We have upgraded the Roundcube webmail client today. This is a new version but is meant to look and perform the same as before. Do let support know if you spot any problems.
Started 10 Nov 12:00:00

17 Nov 13:40:06
Details
Posted: 17 Nov 01:26:59
At 00:42, a large number of lines across all carriers disconnected, and then reconnected. Some lines may have taken longer than others to come back, however session numbers now are noted to have slowly recovered to their usual levels. During this outage, a significant number of BT lines have ended up biased to one LNS in particular which will need dealing with.
As session numbers have stabilised and traffic levels look normal, a further investigation into this event will follow in the morning, along with plans to move customers off of I.gormless where the large number of BT sessions have accumulated.
Update
17 Nov 10:50:48
We expect to do some PPP restarted early evening before the evening peak traffic to put lines back on the right LNS. This will not be all customers. We are then looking to do some PPP restarts over night during the weekend to distribute over the newly installed LNSs.
Resolution The original issue has gone away, because of other problems today (DoS attack) we expect to be rebalancing lines later in the day and over night anyway. Thank you for your understanding.
Broadband Users Affected 90%
Started 17 Nov 00:41:25 by AA Staff
Closed 17 Nov 13:40:06

10 Nov 12:48:12
Details
Posted: 10 Nov 12:17:54

OFCOM have today published their decision on automatic compensation for broadband and phone line faults. The result is a scheme adopted only by the major ISPs to pay compensation for delayed installs, delayed fault repair and missed appointments.

As a small ISP, we are relieved at this approach as the original proposals contained a number are areas of serious concern. This is good news for consumers generally and should hopefully mean that Openeach and back-haul carriers that we use put in place systems to pay automatic compensation (though OFCOM have not insisted on this). If this happens we will be able to pass on any compensation we receive automatically to AAISP customers as well.

So, whilst not part of the scheme, AAISP customers should benefit from automatic compensation in most cases.

We also hope, as do OFCOM, that in the 15 months lead up to the scheme starting, the likes of Openreach will actually improve services so as to avoid having to pay compensation. Obviously this will benefit all ISPs and their customers, not just those in the scheme.

Started 10 Nov 12:18:04

10 Nov 11:23:51
Details
Posted: 21 Oct 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 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 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 11:23:51
See: https://aastatus.net/2454 for details regarding testing the new TalkTalk network which will resolve this.
Update
Wednesday 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
Broadband Users Affected 1.50%
Started 18 Oct 19:00:00

9 Nov 15:47:52
Details
Posted: 9 Nov 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
Wednesday 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.
Started 9 Nov 15:30:00

7 Nov 15:30:00
Details
Posted: 1 Nov 17:22:57
We are upgrading one of our LINX peering ports to 10G in the afternoon of 2nd November. We do not expect this to affect customers in anyway.
Update
2 Nov 14:14:50
This work is being carried out now.
Update
6 Nov 12:10:27
We had to postpone this upgrade. It will now happen on Tuesday 7th November.
Update
7 Nov 13:47:00
This work is being carried out now.
Resolution This has been completed successfully.
Started 7 Nov 13:30:00
Closed 7 Nov 15:30:00

3 Nov 20:55:02
Details
Posted: 3 Nov 19:56:18
We had an unexpected reset of the 'B.Gormless' LNS at 19:45. This caused customers on this LNS to be disconnected. Most have reconnected now though.
Resolution This LNS has reset a few times in the past few months. We'll look at replacing the hardware.
Started 3 Nov 19:45:00
Closed 3 Nov 20:55:02

3 Nov 12:00:00
Details
Posted: 2 Nov 14:14:19

So as to facilitate some testing we're doing with TalkTalk, we are going to upgrade the software on the H.Gormless LNS. This will involve moving customers off this LNS first.

Therefore, customers on the H.Gormless LNS will have their PPP reset during the early hours of Friday 3rd November from 1AM. This will force your router to be logged off. It will then log back in to a new LNS. This usually happens very quickly.

The exact time will depend on your Line's 'LNS reset' setting, the default is 1AM, but you are able to pick the time. For more information about this process see: https://support.aa.net.uk/LNS_Switches

Update
3 Nov 15:15:47
There is a further switch back from I to H gormless tonight (Saturday morning). This means we can now do the testing we need with Talk Talk.
Update
3 Nov 15:16:07
A further rolling update of all LNSs is expected later in the month.
Started 3 Nov 01:00:00
Closed 3 Nov 12:00:00

2 Nov 22:05:00
Details
Posted: 2 Nov 21:59:48
We're experiences high traffic levels on some of our core routers - we're investigating, but this may be causing some disruption for customers.
Update
2 Nov 22:06:32
Thing are looking back to normal now...
Started 2 Nov 21:45:00
Closed 2 Nov 22:05:00

20 Oct 15:01:04
Details
Posted: 20 Oct 15:01:04

Multiple vulnerabilities have been reported in dnsmasq, the service on the ZyXEL routers which provides a DNSresolver, DHCP functions and router advertisement for IPv6.
A list of these can be found here.

The scope of these is relatively broad, and most attack vectors are local. causing the router to fail DNS/DHCP/RA if exploited (DoS condition), one additional vector includes execution of arbitrary code.
As dnsmasq is tightly integrated into the router, it can't just be turned off, however as a workaround you can change the DNS servers the routers serves in it's DHCP server to minimise potential impact from a local attacker should they perform a DNS request in a way which exploits the DoS conditions. This can be performed by going to the Router Settings page on your control pages, and entering our nameservers 217.169.20.20 and 217.169.20.21 into the IPv4 DNS fields, clicking save, then clicking on the DHCP button at the bottom (for B10Ds only) or clicking on Send ZyXEL configuration (B10As or B10Ds, will wipe existing settings on the router)

An official patch from ZyXEL is estimated to be provided during December 2017 for the VMG1312-B10D routers (Firmware V5.13(AAXA.7)), and January 2018 for the the VMG1312-B10A routers.
An update will be made to this post once firmware updates have been released.

Expected close 01 Feb 2018

16 Oct 14:00:00
Details
Posted: 16 Oct 13:33:49
Texts and emails reporting lines up/down, engineer visits and some other information have been broken over the weekend. This means some delayed messages are being sent out. Sorry for any confusion, it should all be sorted shortly.
Started 16 Oct 13:00:00
Closed 16 Oct 14:00:00
Previously expected 16 Oct 14:00:00

15 Oct 12:14:02
Details
Posted: 10 Jul 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 20:46:50
Note: mail.aa.net.uk can also be used to manage your sieve filters (TLS on port 4190)
Started 10 Jul 22:00:00

15 Oct 12:05:00
[DNS, Email and Web Hosting] Problems accessing email - Closed
Details
Posted: 15 Oct 11:44:27
We're looking in to a problem with customer accessing email via IMAP and POP3, this is related to maintenance on our control pages. We expect email service to be restored very shortly.
Resolution This has been resolved.
Started 15 Oct 11:00:38
Closed 15 Oct 12:05:00

16 Oct 12:00:00
Details
Posted: 13 Oct 13:45:25
We are doing some work on the Control Pages during Sunday 15th October starting from 10AM. We expect the Control Pages to be unavailable for a few hours whilst this work is carried out.
Update
15 Oct 10:05:31
We are beginning work on the control pages now.
Update
15 Oct 18:08:45
The ops team have been hard at work all day. We expect the control pages to be visible shortly, but there will be some issue still I am sure. Some may not be resolved until tomorrow. Please do let support know if anything seems to not be working.
Update
15 Oct 18:21:27
The control pages are now live. There are several smaller jobs to finish, some of which will be later today and some will be tomorrow.
Started 15 Oct 10:00:00
Closed 16 Oct 12:00:00

13 Oct 09:45:00
[DNS, Email and Web Hosting] Incoming mail issues - Closed
Details
Posted: 13 Oct 09:34:51
One of our mail servers is currently down. We are investigating and will update the status once we have more information.
Update
13 Oct 09:48:24
Staff are working on this, this will be affecting some customers for accessing their email accounts via POP3 or IMAP.
Update
13 Oct 09:49:54
Service has been restored, there is a small backlog of email which will take a few minutes to be delivered to customers mailboxes.
Started 13 Oct 09:33:01 by AA Staff
Closed 13 Oct 09:45:00
Previously expected 13 Oct 10:00:00

10 Oct 20:03:21
Details
Posted: 26 Apr 10:16:02
We have identified packet loss across our lines at MOSS SIDE that occurs between 8pm to 10pm. We have raised this with BT who suggest that they hope to have this resolved on May 30th. We will update you on completion of this work.
Broadband Users Affected 0.15%
Started 26 Apr 10:13:41 by BT
Closed 10 Oct 20:03:21
Previously expected 30 May (Last Estimated Resolution Time from BT)

10 Oct 19:58:12
Details
Posted: 10 Oct 20:00:14
The "B" LNS restarted for some reason, we are looking in to why but this will mean some customers lost PPP connectivity. Obviously customers connected back again as fast as their router will retry - either to backup LNS or the "B" LNS which rebooted within a few seconds. Sorry for any inconvenience.
Started 10 Oct 19:52:00
Closed 10 Oct 19:58:12

6 Oct 04:46:00
Details
Posted: 3 Oct 14:57:54
We will be doing some maintenance on one of our new 10G routers at 4AM on Friday 6th October. We are not expecting this to impact customers but it will involve some minor routing changes across our core network.
Update
6 Oct 04:08:26
This work has started.
Resolution This work has been completed.
Started 6 Oct 04:00:00
Closed 6 Oct 04:46:00

30 Sep 07:46:32
Details
Posted: 30 Sep 07:46:32

Most customers expecting a direct debit on Monday 2nd October will actually be debited on Wednesday 4th October.

As this is within the 3 banking days allowed under BACS rules for the "on, or immediately after" notices already issued, we will not be issuing a separate new notice of Direct Debit collection.

Started 2 Oct