Last 10 minor outages posts, sorted by last updated
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MINOR Open Email
AFFECTING
Email
STARTED
Feb 03, 09:00 AM (3¼ months ago)
DESCRIPTION

Over the past week we have seen a huge number of 'bots' trying to guess customer email credentials in order to try to send email through our outbound email servers: smtp.aa.net.uk.

The attempts were being blocked due to wrong passwords being used, but this caused significant load on our severs due to all the database lookups involved. To address this, we are blocking IP addresses that are listed on the Spamhaus 'Exploits Blocklist (XBL)' and the Spamhaus 'Combined Spam Sources (CSS)' lists. -These are typically IP address known to have hijacked in some way or known spam senders.

This has reduced the load on the email servers significantly, however we are are still blocking around 1.5 million unique IP addresses each day.

We have had a small number of legitimate customers affected by this as their IP address is on these blocklists. (IPs can be looked up on https://check.spamhaus.org). In these cases, please do contact support and we can discuss workarounds.


MINOR Closed VoIP
AFFECTED
VoIP
STARTED
May 02, 02:50 PM (10½ days ago)
CLOSED
May 02, 04:21 PM (10¼ days ago)
DESCRIPTION
One of our upstream carriers is reporting intermittent problem with some incoming calls. This will be causing phone calls to some some of our customers not to work. Updates to follow as we get them.
Resolution:

From the carrier: Although we still have further detailed investigations to carry out, we are now confident we have isolated the underlying cause of today’s issues which eventually caused problems to both our inbound and outbound service to various extents plus resulted in some clients being unable to amend routing on numbers.

Our team have checked all systems are operational and will continue to monitor for some time yet. Meanwhile we will be working hard to understand the cause, the impact and the mitigation steps we need to take. This will take a little time and we ask that you bear with us for a couple of days to complete this work but we will ensure you have a full report on Tuesday at the latest.

Our usual monitoring, support and callout processes will remain in place all over the weekend and, due to today’s issues, we will have additional engineers doing manual checks throughout too but we do not anticipate any further disruption.

Please accept our sincerest apologies for the problems our network has caused you and your customers today, we take any outage extremely seriously but we appreciate this one was particularly disruptive for many clients and we assure you that we will be doing our utmost to prevent a similar situation from recurring in the future.


MINOR Closed Control Pages
AFFECTED
Control Pages
STARTED
Mar 19, 10:29 AM (1¾ months ago)
CLOSED
Apr 08, 01:00 PM (1 month ago)
DESCRIPTION
We have a number of reports of remaining quota failing with "This information is only available from an A&A broadband or L2TP connection." We're investigating the cause.
Resolution: Quota is now being displayed.

MINOR Closed EE SMS
AFFECTED
EE SMS
STARTED
Apr 07, 11:00 AM (1 month ago)
CLOSED
Apr 08, 01:19 PM (1 month ago)
DESCRIPTION
We have had reports that some incoming SMSs are not being received. Our upstream carrier has reported that 07 numbers that were originally with EE and have been ported over to us are not being passed on by EE. This is being investigated.
Resolution: This has been fixed. EE mistakenly removed some routing records for SMS.

MINOR Closed DNS
AFFECTED
DNS
STARTED
Apr 01, 11:30 AM (1¼ months ago)
CLOSED
Apr 01, 11:53 AM (1¼ months ago)
DESCRIPTION
Reverse DNS lookups are failing for some entries at the moment. We're investigating.
Resolution:

MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Mar 22, 09:28 PM (1½ months ago)
CLOSED
Mar 28, 02:00 PM (1½ months ago)
DESCRIPTION
We have been seeing an increase in broadband lines dropping and reconnecting. This started from 9PM Saturday. We're investigating the cause. Skip to the 'resolution' section below for fixes.
Resolution: Summary:
  • A problem with Draytek routers meant many around the country (or world?) have problems staying connected, this affects Drayteks on many ISPs, not just us. This seems to be triggered by some sort of 'attack' against Draytek routers which have vulnerable software.
  • We have sent SMS/Emails to many of the affected customers pointing them to this status post. We have also emailed Draytek for comment.
  • Possible fix #1: We expect a software upgrade to resolve the problem and strongly suggest customers with Draytek routers upgrade their software or try a different make of router.
  • Possible fix #2: If software upgrade does not help, then make sure remote access to the router is disabled, and any VPN service is disabled - especially the ssl vpn and ssh vpn. (In GUI go to: VPN and Remote Access > Remote access control)
  • Last resort fix #3: Replace the router with a different model (at least Temporarily). We have Technicolor routers in stock...
  • Firmware available from: https://fw.draytek.com.tw

Further details as sent out from Draytek:

If you are experiencing this issue, please follow the steps below to troubleshoot:

Disconnect the WAN cable.

Log into the router’s Web UI and check the system uptime. If the uptime is lower than the last known reboot, this indicates the router recently restarted.

Disable Remote Management by going to [System Maintenance] > [Remote Management].

Disable SSL VPN Service by going to [VPN and Remote Access] > [Remote Access Control].

Reboot the router and reconnect the WAN cable.

Monitor the connection to see if the WAN remains stable.

Firmware check and update:

Verify your router’s firmware version. If it is outdated, update it to the latest version.

Before updating, note your current firmware version. If you do not have a copy of the current firmware, download it first.

Take a configuration backup to avoid losing your settings.

If your WAN connection is stable:

Even if your device is not disconnecting, it is good practice to ensure you are on the latest firmware.

If your router is already on recent firmware and the newest version is not marked as Critical, an update may not be urgent but is still recommended for optimal performance and security.

For further assistance, visit our support page or contact our Customer Support team.

Thank you for your patience and cooperation.


MINOR Closed L2TP
AFFECTED
L2TP
STARTED
Mar 17, 03:50 PM (1¾ months ago)
CLOSED
Mar 17, 04:15 PM (1¾ months ago)
DESCRIPTION
Some L2TP customers are currently offline - these are using an older IP address of the L2TP server. Whilst we resolve the problem with the address, please update the IP address to be the newer: 194.4.172.12
Resolution:

MINOR Closed BT
AFFECTED
BT
STARTED
Mar 14, 11:20 AM (2 months ago)
CLOSED
Mar 14, 11:25 AM (2 months ago)
DESCRIPTION
At around 11:20 a small number of BT circuits dropped and reconnected. we're investigating the cause.
Resolution:

MINOR Closed SMS
AFFECTED
SMS
STARTED
Mar 11, 09:00 AM (2 months ago)
CLOSED
Mar 11, 09:17 AM (2 months ago)
DESCRIPTION
We've had reports, and have tested ourselves, that incoming SMS to 07 numbers we host are not being received. (SMS to 01/02.. numbers are ok). We are raising this with out mobile carrier as they did have some planned work overnight.
Resolution:

MINOR Closed Éowyn
AFFECTED
Éowyn
STARTED
Jan 23, 07:00 PM (3½ months ago)
CLOSED
Feb 12, 09:00 AM (3 months ago)
DESCRIPTION
Openreach have notified us of the precautions they are taking in light of storm Éowyn. This involves them not sending Engineers on Friday to areas with 'red' warnings. This may may missed appointments for install or repair activities whilst these warnings are in place.
Resolution: