Order posts by limited to posts

8 Feb
Details
8 Feb 15:30:07
We are expecting more router upgrades later in the month - this should address a couple of issues we have seen the last few weeks. These should have little or no disruption. Routers are normally done in evening or over night. LNSs are done as a rolling change moving lines to a new LNS over night for a series of nights. Do note that you can configure a preferred time of night on our control pages. Exact dates for upgrades not determined yet but should all be done by end of Feb.
Update
14 Feb 17:53:22
We will be doing some of the routers this evening, and starting the rolling LNS upgrades tonight.
Update
15 Feb 17:03:39
We will be doing the rest of the routers this evening, and continuing the LNS roll over which will run for several more days (we have quite a few LNSs now).
Update
27 Feb 10:02:24
We are expecting to do further upgrades at the start of March.
Update
1 Mar 16:35:50
We are starting a rolling LNS upgrade tonight, and doing some BGP router upgrades this evening.
Started 8 Feb
Expected close Tomorrow

03 Jun 2014 17:00:00
Details
03 Jun 2014 18:20:39
The router upgrades went well, and now there is a new factory release we'll be doing some rolling upgrades over the next few days. Should be minimal disruption.
Update
03 Jun 2014 18:47:21
First batch of updates done.
Started 03 Jun 2014 17:00:00
Previously expected 07 Jun 2014

7 Mar 10:27:14
Details
7 Mar 10:27:14

Customers expecting Direct Debit collection on Wednesday 8th March will actually have the collection made on Thursday 9th March.

We do apologise for any confusion this may cause.

As this is within the permitted 3 working day window in which we can make a collection we will not be sending separate individual notices of this change.

Started 8 Mar

28 Feb 11:44:16
Details
28 Feb 11:44:16

We cordially invite customers, friends, peers, associates, and small furry creatures from Alpha Centauri to come along, at any time between 2pm and 10pm, and to stay for as long as you like, drink, eat (there will be a BBQ) and be merry.

We wanted to just keep an eye on number of attendees, hence the EventBrite. The tickets are free though, of course.

Sun 2 April 2017 14:00 – 22:00 BST

https://www.eventbrite.co.uk/e/aaispissup-aka-nerdstock-2017-tickets-32350365815

Started 28 Feb 11:00:00

25 Feb 18:58:41
Details
25 Feb 15:53:47
Our accounts systems, and hence ordering, are off line briefly. A very minor change has proven to take rather longer than expected, and at this stage we have no choice but to simply wait for the process to complete. Sorry for any inconvenience.
Update
25 Feb 16:46:16
This is progressing, but could take until 6pm at the current rate. Apologies for any inconvenience.
Update
25 Feb 18:00:08
We are making progress, but will be a while longer. Sorry for inconvenience.
Resolution Finally completed, sorry for hassle.
Started 25 Feb 15:30:00
Closed 25 Feb 18:58:41
Previously expected 25 Feb 17:00:00

13 Jun 2015 10:57:07
Details
12 Mar 2015 09:48:01
Our wiki at http://wiki.aa.org.uk/ will be down for a while today due to an internal PEW. Sorry for any inconvenience.
Closed 13 Jun 2015 10:57:07

13 Jun 2015 10:57:07
Details
12 Jun 2015 11:00:23
Our office connectivity blipped. We have internet again, but our phones are down. We're investigating. This is not customer affecting.
Update
12 Jun 2015 11:06:49
Phones are working again.
Closed 13 Jun 2015 10:57:07
Previously expected 12 Jun 2015 14:57:07

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

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

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

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

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

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

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

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

Started 06 Dec 2016

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

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

08 Nov 2016 13:29:47
Details
09 Oct 2016 18:42:58
We now have some aerial photography services, see http://aa.net.uk/drone.html
Started 09 Oct 2016 18:42:21

31 Oct 2016 23:12:09
Details
31 Oct 2016 16:47:08
Sorry for the short notice, but we're carrying out a PEW tonight (the 31st of October) at 22:00 which will affect access to the control pages and to email systems. The window is an hour, but we expect the work to complete much more quickly than that.
Update
31 Oct 2016 22:22:00
This work is starting now.
Resolution This has been completed successfully.
Started 31 Oct 2016 16:41:31
Closed 31 Oct 2016 23:12:09
Previously expected 31 Oct 2016 23:00:00

29 Sep 2016 16:06:57
Details
29 Sep 2016 16:06:57

We're looking for a new member of staff for our front line technical support team, and another to join our sales/order processing team here in Bracknell

Please do send an email to jobs@aa.net.uk for further information if you are interested.

Started 29 Sep 2016 16:00:00

12 Sep 2016 18:12:54
Details
12 Sep 2016 18:12:30

The card printing system has had a few tweaks to help.

A couple of recently introduced bugs have been fixed.

The fields for VCARD can now have a default, which is useful for making VCARD entries for all the same company for example.

The fixed text field type can now have a multiple line text value - this makes it a lot easier to include standard text on a card template without having to make multiple entries, one for each line.

We'll work on any new improvements we can think of... Feel free to make suggestions.

Started 12 Sep 2016 18:09:36
Previously expected 12 Sep 2016 22:09:36

30 Aug 2016 18:15:02
Details
30 Aug 2016 18:15:02

Our plastic card printing service now allows multiple copies of the same card.

The original design was very much around ID cards where each card would have a different set of name, photo, barcode, other fields, and be printed once.

However, many people have used for things like business cards, wifi password cards, and all sorts where multiple prints of the same card are needed. So we have now allowed a quantity against each card.

There are also a few more standard templates now.

Started 30 Aug 2016 18:13:24
Previously expected 30 Aug 2016 22:13:24

06 Sep 2016 20:50:57
Details
05 Aug 2016 15:31:35

We are making some changes to our Ip transit connectivity over the next few days. This should be pretty seamless as just mean traffic taking new routes. However, there is always a risk of issues.

Today we are doing a bit or preparation which means some minor routing changes for about 5% of our traffic, and which we also expect to have no impact.

Update
01 Sep 2016 11:01:04
Some of the preparation is being done this morning (1st Sep)
Resolution New transit installed
Started 05 Aug 2016 15:30:00
Closed 06 Sep 2016 20:50:57

25 Aug 2016 14:42:10
Details
27 Jul 2016 15:08:24

We use two data centres in London, Equinix and (Telecity). Equinix have planned engineering works on their power feeds on the morning of 2nd August as follows:

Investigations into the power incident that occurred on Wednesday 20th July 2016 have concluded that the outage was caused by the malfunction of the protection module on the primary circuit breaker for the A power riser in Building 8/9 of Equinix's LD8 (Harbour Exchange) data centre. An identical protection module is installed on the B riser power supply. It is now essential that both circuit breakers are replaced. In order to carry out this work safely it is necessary to power down the affected circuits in accordance with the following schedule in the early hours of 2nd August 2016:

A Power riser:
Power down: 00:00
Reenergise: 01:00 or sooner once work is complete

B Power riser:
Power down: 02:00
Reenergise: 03:00 or sooner once work is complete

All our equipment is dual power - so we do not expect there to be any problems during this period.
Started 02 Aug 2016
Closed 25 Aug 2016 14:42:10
Previously expected 02 Aug 2016 03:00:00

20 Jul 2016 12:41:10
Details
20 Jul 2016 08:18:13
We can see a major routing issue, and we are investigating. Not entirely clear the extent of the problem at this stage.
Update
20 Jul 2016 08:21:55
At the moment we are seeing what appears to be an issue with the links between London and Maidenhead. This can impact some Ethernet customers, VoIP, hosting, etc. However, a number of systems have a fallback for this, so many are still working, e.g our VoIP services are OK.
Update
20 Jul 2016 08:22:23
The link is partially back, and we are investigating the cause.
Update
20 Jul 2016 10:19:15
This is looking like a major fault within BT's core network. This is affecting many ISPs in the UK. We'll post more details when we can.
Update
20 Jul 2016 10:19:48
also see http://www.bbc.co.uk/news/technology-36844712 and http://www.ukinternetreport.co.uk/?p=d&id=215 Which are reporting the problem within BT's network.
Update
20 Jul 2016 10:30:51
This fault is affecting our communications with BT's systems. This means that our sales and support staff have very limited access to BT's ordering, diagnostic and fault reporting problems. so please to bear with us as staff will be struggling to do their work at the moment. (TalkTalk lines are ok though)
Update
20 Jul 2016 10:35:40
This is looking related to a power issue at a major london datacentre
Update
20 Jul 2016 10:48:05
We've had an update from BT regarding this issue, they say: There is an intermittent incident affecting the Openreach B2B and XML Gateways, as a result of this issue you may be experiencing a delay in the receipt of KCI's for both Fulfilment and Assurance requests as well as failures in Dialogue Services.
Update
20 Jul 2016 12:40:00
It looks like everything affected by this outage has returned to normal now.
Update
20 Jul 2016 12:40:06
It looks like everything affected by this outage has returned to normal now.
Update
20 Jul 2016 12:40:23
It looks like everything affected by this outage has returned to normal now.
Started 20 Jul 2016 08:04:00
Closed 20 Jul 2016 12:41:10

27 May 2016 20:15:12
Details
27 May 2016 18:59:26

A number of customers were emailed that their 1st of month DD was cancelled.

This process was stopped as soon as we realised what was happening so not many people will be affected. You will receive normal DD collection notices in due course for your monthly bills or have collection within 3 working days as per exiting notice (so may be 3rd instead of 1st) as per DD rules.

Our DD management system is coded to be as cautious and customer focused as possible and a minor error meant it was not happy with the DDs for regular collections being in place before the invoice was issued. This has been corrected now.

Sorry for any confusion caused.

Started 27 May 2016 18:00:00
Previously expected 27 May 2016 22:56:44

14 May 2016 17:36:17
Details
14 May 2016 17:36:17

I have added some more features to card printing.

https://cards.aa.net.uk

It now included linear barcodes including code 39, code 128, EAN13, UPC, EAN8, EAN5 and ITF

Started 14 May 2016 17:34:55

12 May 2016 17:00:28
Details
12 May 2016 16:58:38

We use IRC all the time here at AAISP, both internally between staff teams and in helping our customers. Many customers have their own IRC client setup on their computer whilst others pop in to the IRC channel by using the web-based version we provide via our website.

To help improve the experience for customers using our web-based irc client we have a new one to try:

https://webirc.aa.net.uk/

We'll be updating our links on the website to the new one next week, but feel free to try out the new client.
Started 12 May 2016 16:50:00

19 Apr 2016 12:42:22
[General] - DRIPA - Info
Details
16 Jul 2014 10:13:15
Just to be clear on our policy here - when DRIPA comes in to force, and if A&A become subject to a retention notice for all customers, we aim to work on all practical legal means to minimise the amount of data retained under that legislation - making full use of the bad wording in the Schedule in the 2009 regulations where possible. We also aim to clearly publish what is retained under such a notice and what steps we have taken to minimise such data. Such steps may mean separate companies running email or other services, or even hosting some servers outside the UK, if those are practical steps we can take. Why? Because blanket mass surveillance is illegal under EU law as it is against our basic human right to privacy as decided by a court, that's why! Feel free to comment on my blog.
Started 15 Jul 2014

14 Apr 2016 16:26:42
Details
21 Dec 2015 08:46:32
Please see our most recent newsletter: aa.net.uk/news-2016-01.html
Started 21 Dec 2015 08:45:00

15 Mar 2016 14:18:05
Details
15 Mar 2016 14:18:05
Good news! Starting from 2nd April our office will be open on Saturdays.

We will have Technical Support staff available between 10am and 3pm each Saturday. Customers will be able to contact us in all the usual ways: Phone, email, IRC etc.

Whilst the staff are in the technical support department they will be able to answer general sales and accounts queries too.

In summary, from April, our opening times will be:
Mon-Fri 8am to 6pm
Sat 10am to 3pm
Started 15 Mar 2016 14:00:00 by AA Staff

23 Feb 2016 10:19:54
Details
02 Dec 2015 10:07:35
Here are the office opening hours for Christmas: Thu 24th Open 8am - 4pm Fri 25th Closed Sat 26th Closed Sun 27th Closed Mon 28th Closed Tue 29th Open 9am - 5pm Wed 30th Open 9am - 5pm Thur 31st Open 9am - 4pm Fri 1st Closed Sat 2nd Closed Sun 3rd Closed Mon 4th Back to normal We are pleased to confirm that customers on our "units" based tariffs will again benefit from a Christmas special rate between Christmas and New Year. The three normal working days between Christmas and New Year will be a Christmas special rate which consumes no units regardless of the amount of usage. That is 29th Dec, 30th Dec, and 31st Dec. The 26th Dec and 27th Dec being normal Weekend rates. The 25th Dec, 28th Dec, 1st Jan, and (for lines in Scotland) 4th Jan, are the "Holiday" rate (same usage levels as weekends).

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

Started 02 Dec 2015 09:00:00

23 Feb 2016 10:19:21
Details
09 Dec 2015 13:54:05
Christmas 2015 poem from A&A to our customers, well-wishers and friends in the industry.

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

Started 09 Dec 2015 12:00:00

20 Feb 2016 18:56:00
Details
15 Feb 2016 10:38:33
As part of our core network upgrades on Saturday 20th February we'll be replacing switches on the Telecity side of our network. Most of our connectivity is via Telehouse and so disruption will be minimal and we do not expect customers to be affected by this. Traffic that normally goes via Telecity will be moved over to Telehouse. The work will be carried out during the day.
Update
20 Feb 2016 12:00:41
The work in Telecity will be starting from around 1pm today. As mentioned, we expect customer impact to be very low, at worst there may be a few seconds where some routes are unavailable, but this will be kept to a minimum.
Update
20 Feb 2016 15:57:21
We've had an issue moving one of our routers. This has caused a blip, and for some customers, parts of the Internet to become temporarily unavailable. We are working on it, and apologise for the inconvenience.
Update
20 Feb 2016 16:02:54
Fixed now. Sorry. We replaced two cables, and reconnected them back to front. Really. We then looked at all the complicated reasons for the failure, then finally re-checked the cables. Then spotted they were the wrong way around. Sorry again.
Resolution This work has now been completed.
Started 20 Feb 2016 11:00:00
Closed 20 Feb 2016 18:56:00

07 Feb 2016 17:08:10
Details
23 Oct 2015 09:42:55

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

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

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

Started 23 Oct 2015 09:30:00

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

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

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

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

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

30 Jun 2015 16:26:40
Details
30 Jun 2015 16:27:00
We're investigating some sort of issue affecting lots of broadband showing some packet loss.
Update
30 Jun 2015 16:34:37
Seems to be recovering, and we are trying to find cause now.
Resolution Further issues during the night allowed us to track down the source of the problem which was a compromised customer hosted machine. Steps are being taken to address this in future.
Started 30 Jun 2015 16:16:40
Closed 30 Jun 2015 16:26:40

04 Jun 2015 22:52:32
Details
04 Jun 2015 16:53:51
We tend to do server maintenance on Thursday evenings. We'll be doing some security updates on servers this evening which will involve some reboots. These tend to be quick, and so service should only be affected for a few minutes. We'll be rebooting the following servers: Control Pages, Email servers, Web servers as well as a few servers that are not accessed by customers directly.
Resolution This work has been completed.
Started 04 Jun 2015 22:00:00
Closed 04 Jun 2015 22:52:32

12 May 2015 13:43:30
Details
10 May 2015 15:04:57
We are making a number of minor changes to the billing system, so as to improve the way the bills are presented, and importantly to improve the quality of the code itself. The billing system has had to evolve over more than 18 years and is in need of some tidying. We are not changing prices, and so bills should not actually change in total. We are changing the order that things are presented, and in some cases the number of line items shown, to try and make the bills clearer. There are a lot of different scenarios to test, and we aim to catch them all, but if anyone thinks there is a billing error, or simply something that looks confusing, please do let us know right away. Rest assured that will work to correct any billing errors promptly if they do occur.
Update
12 May 2015 13:42:36
Changes have gone well, and dry runs of next month's invoices show the amounts match up. We are pretty confident that there will not be any issues, but please do let us know of any problems with invoices.
Started 01 May 2015
Previously expected 02 Jun 2015

06 May 2015 14:03:19
Details
05 May 2015 16:29:43
Our office internet is currently offline. We're arranging our backup connection at the moment.
Update
05 May 2015 16:55:40
We're making progress on our backup link as well as investigating the cause of the main fault.
Update
05 May 2015 18:57:51
We do apologise about our connectivity problems this afternoon. We have been running on our backup FTTC line, and we're investigating why the direct fibre is down.
Update
06 May 2015 10:34:33
Our main internet connection is still down this morning. We have a number of BT engineers working on this at the moment. This does mean that we are running on our backup FTTC links and most things are working OK! Some telephone calls are a little temperamental, we'd appreciate customers using IRC or email where possible, see: http://aa.net.uk/kb-irc.html for details of connecting to IRC. We hope to be back to normal later this morning.
Update
06 May 2015 11:57:53
BT have identified 2 faults with our fibre. They have fixed one of them (a kink in a fibre patch lead in Bracknell exchange) and are investigating the second (low light level on one leg).
Resolution We're all back to normal now!
Started 05 May 2015 16:25:00
Closed 06 May 2015 14:03:19

01 Apr 2015 09:01:39
Details
01 Apr 2015 09:01:39

We have extended our support hours, which are now 8am to 6pm, Mon-Fri, except (English) public holidays.

Previously we worked 9am to 5pm, and sales/accounts still do. However the support staff can usually address simple/urgent queries in those areas if necessary.

Occasionally we do have people ask why we only work office hours, and it is worth trying to explain this. Many ISPs do, indeed, have 24 hour telephone support, for example.

For most of our services, there are faults that come in two flavours. Either there is some big issue (a major outage), in which case we have staff, getting involved in fixing things whatever time it is, or an individual line fault for DSL. It is pretty rare to have individual faults for VoIP, SIMs, etc, but you can, of course, get line faults for DSL.

When it comes to individual DSL faults, there are a load of things people can do at home/office to eliminate equipment and test for themselves, and we offer various on-line tests via our control pages.[1] This can help resolve things. But the issues that don't just go away, and would require support staff to do something, are almost always something that needs a BT engineer to go out.

With very few exceptions, BT engineers are not going to be going our any quicker if we book them next working day at 9am. So having support staff take calls in the middle of the night would not usually be any help. We also have no intention of farming support out to call centres following scripts.

However, we have decided to extend the hours a bit. The reasons being :- BT engineers work 8am to 6pm normally, and so we can help address any issues that come up with an engineer visit, and talk to the engineer or our customer about it at the time. This has already been seen with some 8am visits by engineers who are confused by the notes and need us to explain. Starting at 8am gives customers a chance to resolve issues that can be resolved by talking to support before the usual working day for most people. If it is a line fault, that is not much help, but if it is a matter of swap a router or reboot something, we can offer the necessary advice before you have an office full of people that cannot work. Starting at 8am and finishing a 6pm allows a lot of people that work during the day to contact us from home where they have an issue with their home broadband. We know some customers appreciate that. We have increased the number of support staff, allowing some staggered working hours so that we can offer this. But please do bear in mind, we do have irc[2], with a simple web front end, which can offer various help and advice by staff and other customers at all sorts of times. It is informal support from staff outside normal hours, but is usually available. We are thinking of perhaps extending this to be more formal evening irc support at some point maybe, with a rota of some sort.

Obviously we're interested in feedback on how the new support hours work for customers.

[1]Faults help page [2] Contact Page
Started 01 Apr 2015 09:00:00

08 Apr 2015 16:54:12
Details
31 Mar 2015 16:24:26
Over the next few days we are working on some minor changes to the way we handle passwords on the control pages (clueless). At these first stages you should see no impact, but there is a risk of issues, and we would ask anyone with problems logging in to control pages, changing passwords, or logging in to DSL, SIMs, etc, to let us know. Each stage is being tested on our test system and then deployed, with the first stage expected to be updated tonight. The final stage will mean a change on where passwords are visible, and the processes for issuing and changing passwords. We'll post more details closer to the time. This is all part of ongoing work to improve security. Thank you for your understanding.
Update
02 Apr 2015 15:53:01
The first stage seems to have gone well - our test/monitoring has been working well to help us check any anomalies and ensure consistency. The next stage should be equally harmless as it means changing over various systems to use the new password hashes. We plan to work on this over Easter. We will then go on to change the way passwords are issued when ordering and updated when customers wish to change them. This work is all part of general review and update of security for passwords on our various systems. Thank you for your understanding.
Update
03 Apr 2015 12:55:34
We are progressing with updates - the login to the control pages is now switched over to the new hashes - any issues, please let me know on irc, but all looks good from here. The RADIUS logins have changed over as well, to use line based passwords (which are same as control pages login passwords at present). Again, please let us know any issues, but so far all looks well. The next step later today will be a change to how you change the password on the control pages - this will move to the same system we use on the accounts pages - an emailed link that offers a new passwords via https. This is safer than plain text emailed passwords. Once that is complete, we plan to update he way passwords are issued when ordering new services, which will hopefully be done later today. There will then be more testing and cleaning up to be done later.
Update
04 Apr 2015 06:53:08
The first side effect that has been noted is that passwords on the control pages are now case-sensitive. Sorry for any confusion this may have caused.
Update
04 Apr 2015 11:19:58
We expect the work for there weekend to stop now - with more later in the week or next weekend. We are at a stage now that we need to provide some clear documentation on the different levels of passwords and what levels of protection are provided for these in our systems.
Update
05 Apr 2015 13:06:22
We are going ahead with more of the work this weekend now, and expect to separate control page login passwords from Line/DSL login passwords today or tomorrow. We'll post more details once the work is complete. We are currently running tests on out tests systems now.
Update
05 Apr 2015 13:50:44
We have now separated login passwords and line passwords. Any issues, please let us know.
Started 31 Mar 2015 17:00:00
Closed 08 Apr 2015 16:54:12
Previously expected 07 Apr 2015

03 Feb 2015 21:56:57
Details
03 Feb 2015 21:54:51

We have received a few reports from a customers about a popup window claiming to be from us, and encouraging the user to fill in a survey...

This is not from us and we have no connection with it. We wouldn't undertake this kind of activity. We have more information on this wiki page:

http://wiki.aa.org.uk/Mystery_Popups
Started 03 Feb 2015 20:00:00

08 Jan 2015 12:51:58
Details
08 Jan 2015 12:51:58
We are looking for someone to join our Technical Support team in Bracknell, info here: aa.net.uk/job.pdf
Started 08 Jan 2015 12:50:00

04 Dec 2014 10:18:06
Details
21 Jul 2014 15:49:07
We now have a new official URL for our Status Pages: https://aastatus.net The reason for the change is to make the status pages completely independent of any AAISP infrastructure. They were already hosted on a server in Amsterdam out side of our network, and now the DNS is independent too. Anyone using status.aa.net.uk should update to use aastatus.net
Started 21 Jul 2014 15:45:00

10 Dec 2014 15:25:48
Details
03 Dec 2014 08:26:55
Having sorted the BGP issue this week we will be rolling out upgrades over the next few days with LNS upgrades over night, and some router upgrades early in the mornings.
Started 03 Dec 2014
Closed 10 Dec 2014 15:25:48
Previously expected 08 Dec 2014

02 Dec 2014 08:52:25
Details
20 Nov 2014 09:37:01
We have had a couple of incidents over the last few weeks with some external routes vanishing from our network. Whilst this may seem quite minor it simply should not happen. As such we are working on some investigation over the next few days. This may mean re-loading some routers to add additional diagnostics. In general this is a pretty seamless operation as packets are re-routed around the equipment that is being reloaded. However, there is a small risk of issues.
Update
25 Nov 2014 10:25:38
Investigations are going well and have not needed any changes yet. We may be reloading two routers later today (Tuesday) which should have little or no impact, but will help us with diagnostics.
Update
01 Dec 2014 09:22:04
We think we may have found the cause of the routing issue, and plan to upgrade some routers during the week. This should be relatively seamless.
Update
01 Dec 2014 17:11:04
Some router upgrades this evening (Monday). We have seen this cause a blip on TalkTalk lines before, but hopefully that will not happen this time. In any case we expect any disruption to be a few seconds at most, and for most people none at all.
Resolution The changes seem to have worked. We will also be upgrading again later in the week. Thank you all for your patience.
Started 21 Nov 2014
Closed 02 Dec 2014 08:52:25
Previously expected 08 Dec 2014

10 Nov 2014 09:00:00
Details
05 Nov 2014 13:30:50
Some routers will be updated tomorrow morning, this should have little or no impact. We are also doing LNS upgrades over the next 3 nights anyway.
Update
06 Nov 2014 06:09:29
The upgrades went as planned, but we are extending this PEW to mornings over next few days.
Started 06 Nov 2014
Closed 10 Nov 2014 09:00:00
Previously expected 10 Nov 2014 08:00:00

24 Oct 2014 18:13:53
Details
01 Sep 2014 09:40:46
Once again, the Direct Debits have not gone through on the 1st and so have caused an emailed notice for collection and hence they are going out on the 8th. Obviously they are going out on the date notified in the email, but I appreciate that a few extra days credit may be inconvenient for some people expecting the DD on the 1st. We are working on this. The problem is that the system has been desigend very "defensively" so that any doubt at all on the emailed advance notice will result in a new emailed 5 working days notice to be absolutely sure we are meeting the DD rules.
Resolution This is resolved now
Started 01 Sep 2014
Closed 24 Oct 2014 18:13:53

28 Oct 2014 12:14:13
Details
23 Oct 2014 08:16:55
Over the next few days we expect to do some minor updates. Previous work has made it so that these are seamless, but there is always a risk of some impact. Plans are to do work before 8am though some backup routers may be updated at otehr times (and expect to be no risk). We will also be doing some overnight rolling LNS updates As ever, we may update test routers/LNS at any time.
Update
24 Oct 2014 18:15:46
Updates this morning were around 5am with one extra at 8am, but they show as virtually no disruption to any traffic. Several "B" routers have been done today. We are doing an LNS roll over tonight and more routers in the morning. The testing over the last few weeks has been very good, and allowed us to track down some minor issues that simply did not show on the bench test systems.
Resolution Updates were all completed over the weekend.
Started 24 Oct 2014
Closed 28 Oct 2014 12:14:13
Previously expected 30 Oct 2014

02 Oct 2014 11:05:01
Details
02 Oct 2014 11:05:01
We're updating SSL certificates for our customer facing servers this morning (email, webmail). Users who don't have the CAcert root certificate installed may see errors. Details on http://aa.net.uk/cacert.html
Started 02 Oct 2014 11:04:16