Order posts by limited to posts

Thursday 02:00:00
Details
Posted: 23 Mar 11:04:21
On the 26/04/18 between 2am and 6am BTW have planned works to migrate customers connected via the Bristol POSI (Point of service Interconnects) nodes to new hardware. The work is expected to take 25 - 45 minutes.
Planned start Thursday 02:00:00 by Carrier
Update expected Thursday 10:00:00
Expected close Thursday 06:00:00 (Estimated Resolution Time from Carrier)

Yesterday 10:00:00
Details
Posted: 18 Apr 11:04:49

We are finally able to move all our TalkTalk circuits on the the new TalkTalk network. We've had customers testing the new network since November last year; the new network brings increased capacity and increased resilience.

From Monday 23rd April, we will start moving small batches of lines over to the new network by forcing a PPP reconnect. This will happen overnight and we expect this to take 11 nights to complete.

Update
Yesterday 10:10:08
TalkTalk have completed their work and new PPP logins from now on will connect over their new network. Existing connections will carry on working, but a PPP reconnect will connect over the new network. Starting from tonight we will be moving over batches of lines as part of our LNS upgrades which are happening. https://aastatus.net/2518
Started Yesterday 10:00:00
Expected close 2 May 09:00:00

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

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

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

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

19 Apr 08:00:00
Details
Posted: 28 Mar 09:14:11
On the 19/04/18 between 2am and 6am BTW have planned works to migrate customers connected via the Newcastle POSI (Point of service Interconnects) nodes to new hardware. The work is expected to take 25 - 45 minutes.
Started 19 Apr 02:00:00 by Carrier
Closed 19 Apr 08:00:00
Previously expected 19 Apr 06:00:00 (Last Estimated Resolution Time from Carrier)

18 Apr 08:00:00
Details
Posted: 09 Nov 2017 15:47:52
"TalkTalk have built a new Juniper LTS solution in order to:
  • Increase the total subscribers per TalkTalk LTS
  • Increase of the throughput capacity per chassis
  • Assist with load balancing
  • Increase network resilience"

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

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

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

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

Update
22 Nov 2017 16:04:33
Customers on the TalkTalk trial will be moved to a new LTS this afternoon. The LTS is the router at TalkTalks end of our links to them. This involves a PPP re-connect and this will be carried out by TalkTalk. Your router shoudl log back in within a few seconds. This new LTS has newer software which we're testing to see if some of the bugs we've reported are fixed. We'll post more about this shortly.
Update
12 Dec 2017 09:08:54
Update: The new network on the whole is performing well. We have been working with TalkTalk engineers and Juniper developers to help fix some problems. The main problem is that some lines fail to establish PPP, we have implemented a workaround on our LNSs and Juniper working towards a permanent fix for this.
We don't yet have a date when we'll move all customers across to the new network. We do hope this will be before Christmas bust due to the holidays it may be early January.
Update
26 Jan 14:02:59
Due to TalkTalk needing to wait for new software releases from their vendor (Juniper), moving our TalkTalk circuits over to their new network won't happen until mid-March 2018. We are still happy to have customers on the trial.
Update
18 Apr 08:46:39
We will be migrating all TalkTalk circuits over to the new network from 23rd April. We'd like to thank the customers who have been testing the new network, it has been useful. We had identified a couple of issues and have worked with TalkTalk who in turn have worked with their vendor, Juniper, to fix these. Customers still using @a.8 and @a.9 logins should get in touch with our Support team to get moved back to the normal @a.1 and @a.2 once the migration has fully completed. (there will be a separate status post about this)
Started 09 Nov 2017 15:30:00
Closed 18 Apr 08:00:00

12 Apr 08:00:00
Details
Posted: 28 Mar 09:15:28
On the 12/04/18 between 2am and 6am BTW have planned works to migrate customers connected via the Edinburgh POSI (Point of service Interconnects) nodes to new hardware. The work is expected to take 25 - 45 minutes.
Started 12 Apr 02:00:00 by Carrier
Closed 12 Apr 08:00:00
Previously expected 12 Apr 06:00:00 (Last Estimated Resolution Time from Carrier)

29 Mar 10:40:49
Details
Posted: 23 Mar 10:33:28
On the 29th March BT are planning to update some of their core routers. The work is expected to take roughly an hour sometime between 02:00-06:00. We expect this to affect most of our customers on BT backhaul.
Update
29 Mar 10:40:54
This work was completed successfully.
Started 29 Mar 02:00:00 by Carrier
Closed 29 Mar 10:40:49
Previously expected 29 Mar 06:00:00 (Last Estimated Resolution Time from Carrier)

29 Mar 10:40:17
Details
Posted: 23 Mar 10:48:03
On the 29/03/18 between 2am and 6pm BTW have planned works to migrate customers connected via the Peterborough POSI (Point of service Interconnects) nodes to new hardware. The work is expected to take 25 - 45 minutes.
Update
29 Mar 10:40:40
This work was completed successfully.
Started 29 Mar 02:00:00 by Carrier
Closed 29 Mar 10:40:17
Previously expected 29 Mar 02:00:00 (Last Estimated Resolution Time from Carrier)

26 Mar 16:01:06
Details
Posted: 26 Mar 16:01:06

Our Home::1 tariff has always had a fixed single IPv4 address and a block of IPv6 addresses, however, we are pleased to announce that we will allocate a /30 or a /29 block of IPv4 addresses to anyone who needs them for free.

A /30 will give you two usable addresses and a /29 will give you 6 usable addresses. (The block of IPv6 addresses gives you around 18 million trillion usable addresses!)

Contact sales@aa.net.uk if you require a block.

Started 26 Mar 16:00:00

23 Mar 15:05:04
Details
Posted: 23 Mar 14:56:59

We are pleased to announce new installation prices, selectable contract lengths and a new router option which has dual band WiFi.

When ordering, you can choose 1, 6 or 12 month minimum terms for ADSL and FTTC services. If you choose 6 months then the install cost is free, if you choose 12 months then the install cost and a router with 2.4Ghz and 5Ghz WiFi are both free.

These new options and prices are separate to the "copper pair" which has no minimum term.

These options are live on our website and the Quote/Order form will guide you through the available options.

Started 23 Mar 14:00:00

8 Mar 15:15:34
Details
Posted: 8 Mar 15:15:34
There was a routing blip that affected some connectivity and caused some L2TP and data SIMs to drop and reconnect at around 15:02 today. The fault was resolved at around 15:08. We are investigating the cause.
Started 8 Mar 15:02:00

5 Mar 09:15:27
Details
Posted: 9 Jan 13:42:48
One of our BT links dropped its connection - this caused some DSL circuits dropped - they should reconnect soon if not already
Update
9 Jan 13:47:13
The fibre is back up, and most DSL circuits have not reconnected.
Update
9 Jan 13:50:58
The link dropped again (whilst we were talking to BT!). We'll take the link out of service for the time being. Affected lines will connect on our other links.
Update
9 Jan 13:58:32
Again, lines have mostly all reconnected. We have taken the affected fibre out of service whilst we investigate the cause with BT.
Update
9 Jan 14:33:09
The network is stable and BT are investigating the cause. The fibre is still out of service whilst we investigate the cause with BT.
Update
11 Jan 12:55:17
BT were unable to find a fault when the investigated this on Tuesday. However, the circuit is dropping out again today. This has caused PPP reconnects for some customers. We are back on the case with BT.
Update
11 Jan 13:10:35

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

2018-01-09 13:39
2018-01-09 13:48
2018-01-11 12:39
2018-01-11 12:33
2018-01-11 11:55
Update
11 Jan 14:22:04
BT are investigating.
Started 9 Jan 13:38:00
Closed 5 Mar 09:15:27

5 Mar 08:53:13
Details
Posted: 20 Oct 2017 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.

Update
30 Jan 13:49:52
Updated software available, version 1.00(AAJZ.14)C0: https://www.zyxel.com/euosearch/dl-search.aspx?mci_country=uk&mci_lang=en&keyword=VMG1312-B10A&submit=Search
Previously expected 1 Feb

5 Mar 08:52:43
Details
Posted: 04 Sep 2017 17:22:46

We have a number of tariff changes planned, after a lot of interesting comments from my blog post - thank you all.

Some things are simple, and we are able to do sooner rather than later, like the extra 50GB already announced. Some will not be until mid to late October as they depend on other factors. Some may take longer still.

To try and ensure we get improvements as quickly as possible for customers I am updating a news item on our web site with details as we go.

http://aa.net.uk/news-2017-tariffs.html

As you will see, we are testing a change to make top-up on Home::1/SoHo::1 not expire. We have the end of a period (full moon) in two days where we can see if code changes work as expected on a live customer line. If all goes well then later this week we can change the description on the web site and officially launch this change.

Do check that page for updates and new features we are adding as we go.

Update
06 Sep 2017 13:57:18
We have made top-up on Home::1 and SoHo::1 not expire, continuing until you have used it all. This applies to any top-up purchased from now on.
Started 04 Sep 2017 17:19:37

23 Mar 10:46:04
Details
Posted: 21 Feb 10:46:11
On the 28/2/18 between 2am and 6pm BTW have planned works to migrate customers connected via the Cardiff POSI (Point of service Interconnects) nodes to new hardware. The work is expected to take 25 - 45 minutes.
Started 28 Feb 02:00:00 by Carrier
Closed 23 Mar 10:46:04
Previously expected 28 Feb 06:00:00 (Last Estimated Resolution Time from Carrier)

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

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

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

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

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

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

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

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

Started 8 Jan 13:00:00

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

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

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

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

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

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

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

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

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

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

Started 27 Nov 2017

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

29 Nov 2017 17:17:11
Details
Posted: 29 Nov 2017 17:17:01
One of our LNS restarted (F), and not entirely clear why but does not look like any sort of attack. It came back in seconds and lines are reconnecting as they should.
Broadband Users Affected 9%
Started 29 Nov 2017 17:17:11
Closed 29 Nov 2017 17:17:11

04 Nov 2017 11:54:31
Details
Posted: 25 Nov 2017 17:32:40

We don't usually bother with a PEW for this as it is routine, but we started some updates last night. As we have so many LNSs now it takes a couple of weeks to complete an update.

Various changes, but one of the awesome new features is SVG based CQM graphs. Customers will start to see these on clueless over the coming month.

Update
29 Nov 2017 17:21:08
This is taking a few more says than normal, but is progressing. We have had a lot of feedback on the new graphs from my blog and so will be offering a range of options.
Started 25 Nov 2017
Closed 04 Nov 2017 11:54:31

23 Nov 2017 21:18:37
Details
Posted: 16 Oct 2017 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 2017 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 2017 10:00:00

21 Nov 2017 18:00:00
Details
Posted: 21 Nov 2017 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 2017 13:00:00
Closed 21 Nov 2017 18:00:00
Previously expected 21 Nov 2017 19:00:00

17 Nov 2017 18:34:27
Details
Posted: 17 Nov 2017 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 2017 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 2017 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 2017 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 2017 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 2017 13:54:44
Hmm, that attacker is clearly back from lunch.
Update
17 Nov 2017 15:15:18
Not gone away - we are working on more...
Update
17 Nov 2017 16:21:02
This now appears to be affecting VoIP too.
Update
17 Nov 2017 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 2017 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 2017 11:25:00
Closed 17 Nov 2017 18:34:27

19 Nov 2017 18:11:03
Details
Posted: 19 Nov 2017 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 2017 18:00:00

17 Nov 2017 13:40:06
Details
Posted: 17 Nov 2017 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 2017 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 2017 00:41:25 by AA Staff
Closed 17 Nov 2017 13:40:06

10 Nov 2017 12:48:12
Details
Posted: 10 Nov 2017 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 2017 12:18:04

07 Nov 2017 15:30:00
Details
Posted: 01 Nov 2017 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
02 Nov 2017 14:14:50
This work is being carried out now.
Update
06 Nov 2017 12:10:27
We had to postpone this upgrade. It will now happen on Tuesday 7th November.
Update
07 Nov 2017 13:47:00
This work is being carried out now.
Resolution This has been completed successfully.
Started 07 Nov 2017 13:30:00
Closed 07 Nov 2017 15:30:00

03 Nov 2017 20:55:02
Details
Posted: 03 Nov 2017 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 03 Nov 2017 19:45:00
Closed 03 Nov 2017 20:55:02

03 Nov 2017 12:00:00
Details
Posted: 02 Nov 2017 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
03 Nov 2017 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
03 Nov 2017 15:16:07
A further rolling update of all LNSs is expected later in the month.
Started 03 Nov 2017 01:00:00
Closed 03 Nov 2017 12:00:00

02 Nov 2017 22:05:00
Details
Posted: 02 Nov 2017 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
02 Nov 2017 22:06:32
Thing are looking back to normal now...
Started 02 Nov 2017 21:45:00
Closed 02 Nov 2017 22:05:00

16 Oct 2017 14:00:00
Details
Posted: 16 Oct 2017 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 2017 13:00:00
Closed 16 Oct 2017 14:00:00
Previously expected 16 Oct 2017 14:00:00

10 Oct 2017 20:03:21
Details
Posted: 26 Apr 2017 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 2017 10:13:41 by BT
Closed 10 Oct 2017 20:03:21
Previously expected 30 May 2017 (Last Estimated Resolution Time from BT)

10 Oct 2017 19:58:12
Details
Posted: 10 Oct 2017 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 2017 19:52:00
Closed 10 Oct 2017 19:58:12

27 Sep 2017 13:15:00
Details
Posted: 27 Sep 2017 13:06:43
At 13:01 we saw a number of broadband lines drop and reconnect. We are investigating the cause.
Update
27 Sep 2017 13:18:20
This affected circuits on our 'H' and 'I' LNSs, customers on LNSs 'A' through to 'G' were unaffected.
Started 27 Sep 2017 13:01:00
Closed 27 Sep 2017 13:15:00

17 Sep 2017 10:10:00
Details
Posted: 17 Sep 2017 09:42:04
Latest from TalkTalk: BT advise their engineer is due on site at 08:40 to investigate, and they are still attempting to source a Fibre Precision Test Officer. Our field engineer has been called out and is en route to site (ETA 08:30).
Update
17 Sep 2017 09:43:18
TalkTalk say affected area codes are: 01481, 01223, 01553, 01480, 01787, 01353 and maybe others. ( Impacted exchanges are Barrow, Buntingford, Bottisham, Burwell, Cambridge, Crafts Hill, Cheveley, Clare, Comberton, Costessey, Cherry Hinton, Cottenham, Dereham, Downham Market, Derdingham, Ely, Fakenham, Fordham Cambs, Feltwell, Fulbourn, Great Chesterford, Girton,Haddenham, Histon, Holt, Halstead, Harston, Kentford, Kings Lynn, Lakenheath, Littleport, Madingley, Melbourne, Mattishall, Norwich North, Rorston, Science Park, Swaffham, Steeple Mordon, Soham, Sawston, Sutton, South Wootton, Swavesey, Teversham, Thaxted, Cambridge Trunk, Trumpington, Terrington St Clements, Tittleshall, Willingham, Waterbeach, Watlington, Watton, Buckden, Crowland, Doddington, Eye, Friday Bridge, Glinton, Huntingdon, Long Sutton, Moulton Chapel, Newton Wisbech, Parson Drove, Papworth St Agnes, Ramsey Hunts, Sawtry, Somersham, St Ives, St Neots, Sutton Bridge, Upwell, Warboys, Werrington, Whittlesey, Woolley, Westwood, Yaxley, Ashwell, Gamlingay and Potton. )
Update
17 Sep 2017 09:43:37
TalkTalk say: Our field engineer and BT field engineer have arrived at site with investigations to the root cause now underway. At this stage Incident Management is unable to issue an ERT until the engineers have completed their diagnostics.
Update
17 Sep 2017 09:55:09
Some lines logged back it at around 09:48
Update
17 Sep 2017 10:10:17
Most are back online now.
Resolution From TalkTalk: Our NOC advised that alarms cleared at 09:45 and service has been restored. Our Network Support has raised a case with Axians (vendor) as there appeared to be an issue between the interface cards in the NGE router and the backplane (which facilitates data flow from the interface cards through the NGE). This incident is resolved and will now be closed with any further root cause with the Problem Management process.
Started 17 Sep 2017 06:20:00
Closed 17 Sep 2017 10:10:00

13 Sep 2017 16:37:14
Details
Posted: 13 Sep 2017 16:17:34

I am pleased to confirm we have now launched "Quota Bonus"

The concept is simple, and applies to Home::1 and SoHo::1 on all levels including terabyte.

You start your billing month with your quota as normal, but get an extra bonus that is half of the unused quota, if any, from the previous month.

This allows people to build up a reserve and allow for occasional higher months without needing top-up.

Thanks to all of the customers for the feedback on my blog posts on this. --Adrian.

P.S. yes, it is sort of cumulative, see examples on http://aa.net.uk/broadband-quota.html

Started 13 Sep 2017 16:15:00

08 Sep 2017 01:00:00
Details
Posted: 07 Sep 2017 23:04:00
Packet loss has been noted to some destinations, routed via LONAP. Our engineers are currently investigating and attempting to work around the loss being observed.
Update
07 Sep 2017 23:23:52
We have disabled all of our LONAP ports for the moment - this reduces our capacity somewhat, but at this time of day the impact to customers is low. We've seen unconfirmed reports that there is some sort of problem with the LONAP peering network, we are still investigating ourselves. (LONAP is a peering exchange in London which connects up lots of ISPs and large internet companies, it's one of the main ways we connect to the rest of the Internet).
Update
07 Sep 2017 23:24:21
LONAP engineers are looking in to this.
Update
07 Sep 2017 23:31:09
We are now not seeing packet loss on the LONAP network - we'll enable our sessions after getting an 'all-clear' update from LONAP staff.
Update
07 Sep 2017 23:39:44
Packet loss on the LONAP network has returned, we still have our sessions down, we're still waiting for the all-clear from LONAP before we enable our sessions again. Customers are on the whole, unaffected by this. There are reports of high latency spikes to certain places, which may or may not be related to what is happening with LONAP at the moment.
Update
08 Sep 2017 06:57:44
We have re-enabled our LONAP sessions.
Resolution The LONAP peering exchange confirm that they had some sort of network problem which was resolved at around 1AM. It's unconfirmed, but the problem looks to be related to some sort of network loop.
Broadband Users Affected 100%
Started 07 Sep 2017 22:42:00 by AA Staff
Closed 08 Sep 2017 01:00:00
Previously expected 08 Sep 2017 03:01:52 (Last Estimated Resolution Time from AAISP)

05 Sep 2017 14:30:00
Details
Posted: 05 Sep 2017 12:01:04
We are seeing very high latency - over 1,000ms on many lines in the East of England. Typically around the Cambridgeshire/Suffolk area. This is affecting BT circuits, TalkTalk circuits are OK. We are investigating further and contacting BT. We suspect this is a failed link within the BT network in the Cambridge area. More details to follow shortly.
Update
05 Sep 2017 12:28:00

Example line graph.
Update
05 Sep 2017 12:35:38
We're currently awaiting a response from BT regarding this.
Update
05 Sep 2017 12:37:16
BT are now actively investigating the fault.
Update
05 Sep 2017 14:04:16
As expected, this is affecting other ISPs who use BT backhaul.
Update
05 Sep 2017 14:23:02
Latest update from BT:- "The Transmission group are investigating further they are carrying out tests on network nodes, As soon as they have identified an issue we will advise you further. We apologies for any inconvenience caused while testing is carried out."
Update
05 Sep 2017 14:34:35
Latency is now back to normal. We will post again when we hear back from BT.
Resolution BT have confirmed that a card in one of their routers was replaced yesterday to resolve this.
Started 05 Sep 2017 11:00:00
Closed 05 Sep 2017 14:30:00

03 Sep 2017 08:14:53
Details
Posted: 03 Sep 2017 08:12:02

We have changed the monthly quota allowances on Home::1 and SoHo::1 today, increasing all of the sub terabyte rates by 50GB per month, without changing prices.

I.e. you now get 200GB for the previous price of 150GB, and 300GB for the previous price of 250GB.

Existing customers have had this additional amount added to their September quota.

Started 03 Sep 2017 08:10:00

13 Dec 2017 16:00:00
Details
Posted: 31 Aug 2017 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 affected.
Resolution Whilst there still may be works happening as usual, the bulk of the upgrades that TalkTalk have been doing are over.
Started 31 Aug 2017 01:00:00
Closed 13 Dec 2017 16:00:00
Previously expected 31 Oct 2017 07:00:00

29 Aug 2017 13:59:08
Details
Posted: 07 Jul 2017 10:39:42

For the past few years we've been supplying the ZyXEL ZyXEL VMG1312-B10A router. This is being discontinued and we will start supplying its replacement, the ZyXEL VMG1312-B10D (note the subtle difference!)

The new router is smaller than the previous one and has a very similar feature set and web interface to the old one.

We are still working through our configuration process and are updating the Support site with documentation. We are hoping this model to resolve many of the niggles we have with the old one too.

Started 07 Jul 2017 13:12:00

29 Aug 2017 13:00:00
Details
Posted: 17 Jun 2017 15:24:16
We've seen very slight packet loss on a number of TalkTalk connected lines this week in the evenings. This looks to be congestion, it's may show up on our CQM graphs as a few pixels of red at the top of the graph between 7pm and midnight. We have an incident open with TalkTalk. We moved traffic to our Telehouse interconnect on Friday afternoon and Friday evening looked to be better. This may mean that th econgestion is related to TalkTalk in Harbour Exchange, but it's a little too early to tell at the moment. We are monitoring this and will update again after the weekend.
Update
19 Jun 2017 16:49:34

TalkTalk did some work on the Telehouse side of our interconnect on Friday as follows:

"The device AA connect into is a chassis with multiple cards and interfaces creating a virtual switch. The physical interface AA plugged into was changed to another physical interface. We suspect this interface to be faulty as when swapped to another it looks to have resolved the packet loss."

We will be testing both of our interconnects individually over the next couple of days.

Update
20 Jun 2017 10:29:05
TalkTalk are doing some work on our Harbour Exchange side today. Much like the work they did on the Telehouse side, they are moving our port. This will not affect customers though.
Update
28 Jun 2017 20:46:34

Sadly, we are still seeing very low levels of packetloss on some TalkTalk connected circuits in the evenings. We have raised this with TalkTalk today, they have investigated this afternoon and say: "Our Network team have been running packet captures at Telehouse North and replicated the packet loss. We have raised this into our vendor as a priority and are due an update tomorrow."

We'll keep this post updated.

Update
29 Jun 2017 22:12:17

Update from TalkTalk regarding their investigations today:- Our engineering team have been working through this all day with the Vendor. I have nothing substantial for you just yet, I have been told I will receive a summary of today's events this evening but I expect the update to be largely "still under investigation". Either way I will review and fire an update over as soon as I receive it. Our Vendor are committing to a more meaningful update by midday tomorrow as they continue to work this overnight.

Update
01 Jul 2017 09:39:48
Update from TT: Continued investigation with Juniper, additional PFE checks performed. Currently seeing the drops on both VC stacks at THN and Hex. JTAC have requested additional time to investigate the issue. They suspect they have an idea what the problem is, however they need to go through the data captures from today to confirm that it is a complete match. Actions Juniper - Review logs captured today, check with engineering. Some research time required, Juniper hope to have an update by CoB Monday. Discussions with engineering will be taking place during this time.
Update
02 Jul 2017 21:19:57

Here is an example - the loss is quite small on individual lines, but as we are seeing this sort of loss on many circuits and the same time (evenings) it make this more severe. It's only due to to our constant monitoring that this gets picked up.

Update
03 Jul 2017 21:47:31
Today's update from Talktalk: "JTAC [TT's vendor's support] have isolated the issue to one FPC [(Flexible PIC Concentrator] and now need Juniper Engineering to investigate further... unfortunately Engineering are US-based and have a public holiday which will potentially delay progress... Actions: Juniper - Review information by [TalkTalk] engineering – Review PRs - if this is a match to a known issue or it's new. Some research time required, Juniper hope to have an update by Thursday"
Update
07 Jul 2017 08:41:26
Update from TalkTalk yesterday evening: "Investigations have identified a limitation when running a mix mode VC (EX4200’s and EX4550's), the VC cable runs at 16gbps rather than 32gbps (16gbps each way). This is why we are seeing slower than expected speeds between VC’s. Our engineering team are working with the vendor exploring a number of solutions."
Update
17 Jul 2017 14:29:29

Saturday 15th and Sunday 16th evenings were a fair bit worse than previous evenings. On Saturday and Sunday evening we saw higher levels of packet loss (between 1% and 3% on many lines) and we also saw slow single TCP thread speeds much like we saw in April. We did contact TalkTalk over the weekend and this has been blamed on a faulty card that TalkTalk had on Thursday that was replaced but has caused traffic imbalance on this part of the network.

We expect things to improve but we will be closely monitoring this on Monday evening (17th) and will report back on Tuesday.

Update
22 Jul 2017 20:23:24
TalkTalk are planning network hardware changes relating to this in the early hours of 1st August. Details here: https://aastatus.net/2414
Update
01 Aug 2017 10:42:58
TalkTalk called us shortly after 9am to confirm that they had completed the work in Telehouse successfully. We will move traffic over to Telehouse later today and will be reporting back the outcome on this status post over the following days.
Update
03 Aug 2017 11:23:55
TalkTalk confirmed that they have completed the work in Harbour Exchange successfully. Time will tell if these sets of major work have helped with the problems we've been seeing on the TalkTalk network; we will be reporting back the outcome on this status post early next week.
Update
10 Aug 2017 16:39:30
The packetloss issue has been looking better since TalkTalk completed their work. We are still wanting to monitor this for another week or so before closing this incident.
Update
29 Aug 2017 13:56:53
The service has been working well over the past few weeks. We'll close this incident now.
Started 14 Jun 2017 15:00:00
Closed 29 Aug 2017 13:00:00

14 Aug 2017 09:14:59
Details
Posted: 11 Aug 2017 18:44:38
We're needing to restart the 'e.gormless' LNS - this will cause PPP to drop for customers. Update to follow.
Update
11 Aug 2017 18:46:19
Customer on this LNS should be logging back in - (if not already)
Update
11 Aug 2017 19:00:27
There are still some lines left to log back in, but most are back now
Update
11 Aug 2017 19:10:47
Most customers are back now.
Update
13 Aug 2017 12:12:47
This happened again on Sunday morning, and again a restart was needed. The underlying problem is being investigated.
Resolution We have now identified the cause of the issue that impacted both "careless" and "e.gormless". There is a temporary fix in place now, which we expect to hold, and the permanent fix will be deployed on the next rolling update of LNSs.
Started 11 Aug 2017 18:30:00
Closed 14 Aug 2017 09:14:59

13 Jul 2017 18:00:00
[Broadband] TT blip - Closed
Details
Posted: 13 Jul 2017 11:21:37
We are investigating an issue with some TalkTalk lines that disconnected at 10:51 this morning, most have come back but there are about 20 that are still off line. We are chasing TalkTalk business.
Update
13 Jul 2017 11:23:50
Latest update from TT..... We have just had further reports from other reseller are also experiencing mass amount of circuit drops at the similar time. This is currently being investigated by our NOC team and updates to follow after investigation.
Started 13 Jul 2017 10:51:49 by AAISP Pro Active Monitoring Systems
Closed 13 Jul 2017 18:00:00
Previously expected 13 Jul 2017 15:19:49

19 Jul 2017
Details
Posted: 07 Feb 2017 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.

Update
02 Mar 2017 11:14:48
Packet captures on an affected circuit carried out by TalkTalk have confirmed that this issue most likely lies in the Openreach network. Circuits that we have been made aware of are being pursued with both BT and TalkTalk for Openreach to make further investigations into the issue.
If you believe you may be affected please do contact support.
Update
17 Mar 2017 09:44:00
Having had TalkTalk capture the traffic in the exchange, the next step is to capture traffic at the road-side cabinet. This is being progresses with Openreach and we hope this to happen 'soon'.
Update
29 Mar 2017 09:52:52
We've received an update from BT advising that they have been able to replicate the missing IPv6 packets, this is believed to be a bug which they are pursuing with the vendor.

In the mean time they have also identified a fix which they are working to deploy. We're currently awaiting further details regarding this, and will update this post once further details become known.
Update
18 May 2017 16:30:59
We've been informed that the fix for this issue is currently being tested with Openreach's supplier, but should be released to them on the 25th May. Once released to Openreach, they will then perform internal testing of this before deploying it to their network. We haven't been provided with any estimation of dates for the final deployment of this fix yet.
In the interim, we've had all known affected circuits on TalkTalk backhaul have a linecard swap at the cabinet performed as a workaround, which has restored IPv6 on all TT circuits known to be affected by this issue.
BT have come back to us suggesting that they too have a workaround, so we have requested that it is implemented on all known affected BT circuits to restore IPv6 to the customers known to have this issue on BT backhaul.
Resolution A fix was rolled out on the last week of June, re-testing with impacted customers has showed that IPv6 is functioning correctly on their lines again after Openreach have applied this fix.
Broadband Users Affected 0.05%
Started 07 Feb 2017 09:00:00 by AA Staff
Closed 19 Jul 2017

14 Jul 2017 16:48:39
Details
Posted: 14 Jul 2017 10:33:01
We've just seen BT and TT lines drop. We are investigating.
Update
14 Jul 2017 10:57:12
This is similar to yesterday's problem. We have lost BGP connectivity to both our carriers. Over the past fee minutes the BGP sessions have been going up and down, meaning customers are logging in and then out again. Updates to follow shortly.
Update
14 Jul 2017 11:16:46
Sessions are looking a bit more stable now... customer lines are still reconnecting
Update
14 Jul 2017 11:56:08
We have about half DSL lines logged in, but the remaining half are struggling due to what is looking like a Layer 2 issue on our network.
Update
14 Jul 2017 12:23:19
More DSL lines are now back up. If customers are still off, a reboot may help.
Update
14 Jul 2017 12:35:51
A number of TT and BT lines just dropped. They are starting to reconnect now though.
Update
14 Jul 2017 12:52:31
This is still on going - most DSL lines are back, some have been dropping but the network is still unstable. We are continuing to investigate this.
Update
14 Jul 2017 12:55:50
We managed to get a lot of lines up after around an hour, during which there was a lot of flapping. The majority of the rest (some of the talk talk back haul lines) came up, and flapped a bit, at 12:00 and came back properly around 12:40. However, we are still trying to understand the issue, and still have some problems, and we suspect there may be more outages. The problem appears to be something at layer 2 but impacting several sites at once.
Update
14 Jul 2017 14:41:23
We believe these outages are due to a partial failure of one of our core switches. We've moved most services away from this switch and are running diagnostics on it at the moment. We are not expecting these diagnostics to affect other services.
Update
14 Jul 2017 17:00:40
The network has been stable for a good few hours now. One of our 40G Telehouse-to-Harbour Exchange interconnects has been taken down and some devices have been moved off of the suspect switch. We have further work to do in investigating the root cause of this and what we plan to do try to stop this from happening again. We do apologise to our customers for the disruption these two outages have caused and we work on trying to prevent this from happening again.
Started 14 Jul 2017 10:30:00
Closed 14 Jul 2017 16:48:39

13 Jul 2017 21:38:01
Details
Posted: 13 Jul 2017 18:56:13
Multiple circuits have disconnected and reconnected, staff are investigating
Update
13 Jul 2017 19:00:34
Sessions seem to be repeatedly flapping rather than reconnecting - staff are investigating.
Update
13 Jul 2017 20:05:47
We are still working on this, it's a rather nasty outage I'm afraid and is proving difficult to track down.
Update
13 Jul 2017 20:17:42
Lines are re-connecting now...
Update
13 Jul 2017 20:19:16
Apologies for the loss of graphs on a.gormless. We usually assume the worst and that out kit is the cause and tried a reboot of a FireBrick LNS. It did not help, but did clarify the real cause which was cisco switches. Sorry for the time it took to track this one down.
Update
13 Jul 2017 20:19:27
Some line are being forced to reconnect so as to move them to the correct LNS, this will cause a logout/login for some customers...
Update
13 Jul 2017 20:25:52
Lines are still connecting, not all are back, but the number of connected lines is increasing.
Update
13 Jul 2017 20:29:55
We're doing some work which may cause some lines to go offline - we expect line to start reconnecting in 10 minutes time.
Update
13 Jul 2017 20:34:35
We are rebooting stuff to try and find the issue. This is very unusual.
Update
13 Jul 2017 20:42:56
Things are still not stable and lines are still dropping. We're needing to reboot some core network switches as part of our investigations and this is happening at the moment.
Update
13 Jul 2017 20:52:29
Lines are reconnecting once more
Update
13 Jul 2017 21:17:36
Looking stable.
Update
13 Jul 2017 21:23:48
Most lines are back online now, if customers re still not online they a reboot of the router or modem may be required as the session may have got stuck inside the back haul network.
Update
13 Jul 2017 21:41:38

We'll close this incident as lines have been stable for an hour. We'll update the post with further information as to the cause and any action we will be taking to help stop this type of incident from happening again.

We would like to thank our customers for their patience and support this evening. We had many customers in our IRC channel who were in good spirits and supportive to our staff whilst they worked on this incident.

Update
14 Jul 2017 14:42:20
A similar problem occurred on Friday morning, this is covered on the following post: https://aastatus.net/2411
Closed 13 Jul 2017 21:38:01