Last 10 major outages posts, sorted by last updated
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MAJOR Closed Broadband
AFFECTED
Broadband
STARTED
Oct 09, 02:11 AM (12½ days ago)
CLOSED
Oct 09, 09:06 AM (12¼ days ago)
DESCRIPTION

On 09/10/19 at 02:11 our monitoring picked up that a few thousand broadband lines dropped.

After some investigation it appears the drops occurred due to all the B-sides of our BTW hostlinks flapping causing all sessions over these links to re-establish

Lines did immediately start to reconnect over our other hostlinks; however due to the number of attempted re-connections in some cases it took ~30minutes for lines reconnect

We are not aware of any BTW planned works scheduled for this time and are currently chasing BT for an explanation for this blip

Resolution:

Closed: 12¼ days ago
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MAJOR Closed Broadband
AFFECTED
Broadband
STARTED
Aug 09, 04:53 PM (2¼ months ago)
CLOSED
Aug 09, 05:46 PM (2¼ months ago)
DESCRIPTION
We have identified a blip in our network at 16:53 with multiple customers going offline and not recovering within a reasonable period of time. We are currently investigating and will update this post with any news.
Resolution: We believe that all affected circuits are currently back online. Our carriers suggest that this outage was due to power issues across the UK. If you are still experiencing issues, then we would suggest rebooting your router, or contacting Support at 03333 400 999 / support@aa.net.uk.

Closed: 2¼ months ago
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MAJOR Closed Email
AFFECTED
Email
STARTED
Aug 01, 05:40 PM (2½ months ago)
CLOSED
Aug 01, 06:45 PM (2½ months ago)
DESCRIPTION
We're investigating authentication problems whilst accessing email.
Resolution:

Closed: 2½ months ago
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MAJOR Closed Maidenhead connectivity
AFFECTED
Maidenhead connectivity
STARTED
Jun 24, 09:54 PM (3¾ months ago)
CLOSED
Jun 26, 12:49 AM (3¾ months ago)
DESCRIPTION
We're investigating problems with services hosted at our Maidenhead Datacentre - this is affecting VoIP, sending email, Control Pages and some other services as well as customer servers we host.
Resolution: Power was lost at the datacentre as as result of something going wrong with low risk UPS/Generator maintenance by the datacentre.

Update 1 July: The datacentre say that whilst the UPS was disconnected for planned maintenance they incurred a coincidental loss of utility mains power, and thus power to the site was lost.


Closed: 3¾ months ago
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MAJOR Closed Broadband
AFFECTED
Broadband
STARTED
Jun 27, 01:35 AM (3¾ months ago)
CLOSED
Jun 27, 02:16 AM (3¾ months ago)
DESCRIPTION
Looks like all lines in TT backhaul dropped. Lines are reconnecting. We’ll update later when we have more details.
Resolution: Line reconnections seem to have stopped and traffic levels back to normal.

Closed: 3¾ months ago
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MAJOR Closed Broadband
AFFECTED
Broadband
STARTED
Mar 21, 11:20 AM (7 months ago)
CLOSED
Mar 21, 11:56 AM (7 months ago)
DESCRIPTION
At 11:20 we saw a large number of BT lines drop
Resolution:

Closed: 7 months ago
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MAJOR Closed Network
AFFECTED
Network
STARTED
Jan 31, 10:35 AM (8½ months ago)
CLOSED
Jan 31, 11:10 AM (8½ months ago)
DESCRIPTION
We're investigating a problem affecting access to our Maidenhead datacentre - this is affecting access to various services including Email, VoIP, Control pages
Resolution:

Closed: 8½ months ago
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MAJOR Closed Email - POP3 and IMAP
AFFECTED
Email - POP3 and IMAP
STARTED
Dec 12, 10:15 AM (10¼ months ago)
CLOSED
Dec 12, 10:30 AM (10¼ months ago)
DESCRIPTION
We're investigating a problem on one of our email back end file servers - this will be affecting customers accessing their email by POP3 and IMAP at the moment
Resolution: The RAID card on one of the file servers locked up and needed a hard reboot. No mail was lost and service has been restored. From the new year we will be migrating customers off this file server and on to our new email back ends. More information about this will be posted in the new year - but will not need customers to make any changes at their side.

Closed: 10¼ months ago
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MAJOR Closed Broadband (BT)
AFFECTED
Broadband (BT)
STARTED
Dec 02, 07:20 PM (10½ months ago)
CLOSED
Dec 02, 08:30 PM (10½ months ago)
DESCRIPTION
We're aware that some broadband lines have been dropping this evening, we're investigating.
Resolution: This fault was caused by a 'Transmission Incident' at Stepney exchange - BT had to reset equipment and this affected other ISPs who interconnect with BT via Stepney. Due to an error at BTs side, their usual incident notification messages were not sent to us; if they had been sent then they would have appeared on this status page and our staff would have been more aware at the time. We do apologise for the inconvenience that this caused our customers. The actual cause of the fault has not been sent to us yet, but we'll update this post when we do.

Closed: 10½ months ago
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MAJOR Closed DNS, Email and Web Hosting
AFFECTED
DNS, Email and Web Hosting
STARTED
Jun 17, 11:15 AM (1¼ years ago)
CLOSED
Jun 17, 02:05 PM (1¼ years ago)
DESCRIPTION
The outage causing customers to be unable to reach email has been resolved. We're investigating the cause, but we have also recently been building a new mail system to replace the existing infrastructure. It's almost like the old system knows it's going to be replaced soon!
Resolution: A security certificate on one of our back end systems had renewed a little while ago (as expected), however, some systems had not reloaded this new certificate and were using the previous certificate which expired today. Because the certificate that was in use had expired, the system refused to connect to the mail store. We will be reviewing how renewed certificates are reloaded by these systems.

Closed: 1¼ years ago
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