topic Re: 1.6 package down since yesterday in Broadband & Landline

1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 10:45:17 GMT

Service been down since yesterday on the 1.6 package. There are other posts that are similar and suggest an issue.

3rd party route logs (also no service on the EE hub,logs here don't seem detailed)

2026-02-15T10:27:52Noticeppp[wan_link0] Link: reconnection attempt 27613 in 3 seconds

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: LayerStart

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: state change Stopped --> Starting

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: Down event

2026-02-15T10:27:52Noticeppp[wan_link0] Link: DOWN event

2026-02-15T10:27:52Noticeppp[wan_link0] PPPoE: connection closed

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: LayerFinish

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: state change Stopping --> Stopped

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: rec'd Terminate Ack #91 (Stopping)

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: SendTerminateAck #92

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: rec'd Terminate Request #247 (Stopping)

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: LayerDown

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: SendTerminateReq #91

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: state change Opened --> Stopping

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: parameter negotiation failed

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: authorization failed

2026-02-15T10:27:52Noticeppp[wan_link0] MESG: CHAP authentication failure

2026-02-15T10:27:52Noticeppp[wan_link0] CHAP: rec'd FAILURE #1 len: 31

2026-02-15T10:27:52Noticeppp[wan_link0] CHAP: sending RESPONSE #1 len: 46

2026-02-15T10:27:52Noticeppp[wan_link0] CHAP: Using authname "bthomehub@btbroadband.com"

2026-02-15T10:27:52Noticeppp[wan_link0] Name: "acc-aln2.ra"

2026-02-15T10:27:52Noticeppp[wan_link0] CHAP: rec'd CHALLENGE #1 len: 64

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: LayerUp

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: auth: peer wants CHAP, I want nothing

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: state change Ack-Sent --> Opened

2026-02-15T10:27:52Noticeppp[wan_link0] MAGICNUM 0x32b9ff82

2026-02-15T10:27:52Noticeppp[wan_link0] MRU 1492

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: rec'd Configure Ack #90 (Ack-Sent)

2026-02-15T10:27:52Noticeppp[wan_link0] MAGICNUM 0x32b9ff82

2026-02-15T10:27:52Noticeppp[wan_link0] MRU 1492

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: SendConfigReq #90

2026-02-15T10:27:52Noticeppp[wan_link0] PROTOCOMP

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: rec'd Configure Reject #89 (Ack-Sent)

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: state change Req-Sent --> Ack-Sent

2026-02-15T10:27:52Noticeppp[wan_link0] MAGICNUM 0x67dd4d35

2026-02-15T10:27:52Noticeppp[wan_link0] AUTHPROTO CHAP MD5

2026-02-15T10:27:52Noticeppp[wan_link0] MRU 1492

2026-02-15T10:27:52Noticeppp[wan_link0] LCP: SendConfigAck #246

2026-02-15T10:27:52Noticeppp[wan_link0] MAGICNUM 0x67dd4d35

2026-02-15T10:27:52Noticeppp[wan_link0] AUTHPROTO CHAP MD5

Gpt summary -

EE FTTP down, CHAP authentication failure on both custom router and EE Hub

Broadband dropped this yesterday and will not reconnect.
Openreach ONT lights are normal:
Power green
PON solid green
LOS off
Using both OPNsense and the official EE Smart Hub gives the same result. Smart Hub flashes orange.

PPPoE logs show:
CHAP authentication failure
LCP authorization failed
Connecting to access concentrator acc-aln2.ra
Reconnection loop
Username in use: bthomehub@btbroadband.com
So fibre link is up and PPP session reaches EE, but authentication is being rejected.

No recent internal changes to network. Line was working fine previously.

Has anyone seen this recently with EE? Looks like a RADIUS or backend provisioning issue rather than physical line fault.

Re: 1.6 package down since yesterday

XRaySpeX — Sun, 15 Feb 2026 11:10:11 GMT

If it is a neighbourhood issue, you could consult Check service in your area to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 11:15:26 GMT

No reported issues in area.

Called EE twice, I honestly did not get a good vibe. Advised there's an issue and will be addressed Monday - engineers not work weekends? No way to get regular updates - feel in the dark here.

Other customers are reporting issues with the 1.6gbs service - can an EE representative escalate this up and find out what is happening please? Already had Leanne DM me but no response - been a couple of hours.

Re: 1.6 package down since yesterday

Morefuzzball — Sun, 15 Feb 2026 11:38:41 GMT

Same issue 1.6 gb service degraded to 70mb ee called me back and said they are aware of an issue with customers on the “new” 1.6gb service but the department who need to deal with it are “down” at present and can I call back on monday. Sounds like they don’t work weekends which is not great for an operation the size of bt/ee.

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 11:49:49 GMT

Took over an hour to get through, even the agent mentioned the high influx of calls.

You'd think there would be a on call service to fix issues like these.

As far as I can see there is still no public notification there is an issue - which concerns me as either EE are still not aware (lol) or not even working on to resolve.

Re: 1.6 package down since yesterday

JimM11 — Sun, 15 Feb 2026 12:05:43 GMT

@Cstarks @Morefuzzball The 1.6Gb/s EE Team are a Monday - Friday operation so support will be as advised in the other post call them 9am Monday morning, they will have a look see to the reason why the restriction is being limited to the 100Mb/s download limit, think i saw earlier that the 120Mb/s up was running fine, as for the complete connection failure that one OP has reported that is just a strange one to be going on with!

Re: 1.6 package down since yesterday

Mousex110 — Sun, 15 Feb 2026 12:10:46 GMT

Exact same issue. PPPOE cannot authorise. Was told by EE that its an issue with all 1.6 connections and that if it doesn't come back by monday morning an email link will be sent.

Mine is the same as OP with complete connection failure. I haven’t been put on a reduced speed.

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 12:10:23 GMT

Why do I have to call back when you can see from these thread there is an issue with the service?

Why can EE not look into this service issue now? We all have to flood the lines are Monday to tell them AGAIN. That's just plain stupid.

I have no connection - not limited to speed. I could cope with a limited connection.

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 12:12:00 GMT

It's really poor isn't it? Why isn't EE looking into this now.

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 12:28:27 GMT

Curious, where are you based? I'm in Kent with no connection. Customers in the north seem to have speeds throttled.

Re: 1.6 package down since yesterday

Morefuzzball — Sun, 15 Feb 2026 12:33:43 GMT

I’m in Berkshire I have 75mb down.

Re: 1.6 package down since yesterday

JimM11 — Sun, 15 Feb 2026 13:20:08 GMT

@Cstarks You don't have to call, it may take them 5 minutes to fix it all, if they also find out what is causing it they may also be able to user account to the level for notification, or someone may jump on the post give the all clear and any instructions that may or may not be needed like reboot your EE Router etc!

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 13:28:45 GMT

That what I am hoping for! There's enough data in these posts for someone from EE to correlate and escalate up the chain. I would've thought that would be standard practice now. See patterns from customers, send to respective team - drop an update to customers on the threads (not via DM) to keep them updated on progress. First class service potential right there! And its not rocket science either, just a bit of empathy and common sense.

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 18:52:49 GMT

Transparently for everyone - to me it seems a fob off to another team and EE don't know what's going on.

[Message edited by mod - Posting private messages is not allowed on the forum]

Re: 1.6 package down since yesterday

JimM11 — Sun, 15 Feb 2026 14:02:35 GMT

@Cstarks All varying levels off support and ability's level's of what can be done looked at etc etc, with the high speed 1.6Gb/s package and network control will be somewhat specialised so the Team may all be Network Engineers, so does make a huge difference, but they are a Mon-Fri team and if that is what EE decided they will deal with it pronto, if they also have any sense, all calls will be diverted so they don't get hung up with dealing on calls or additional request's!

Edit:- per chance have you also reset your ONT just in case there is something going on there by reset i mean just a power off couple mins until it all dies back and then restarting it with power on!

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 14:06:17 GMT

Agreed - at this point I'm expecting acknowledgement there's an issue, which based on posts there is. I. Would argue EE has not flagged the fault correctly.

Re: 1.6 package down since yesterday

XRaySpeX — Sun, 15 Feb 2026 15:49:19 GMT

@Cstarks wrote:
There's enough data in these posts for someone from EE to correlate and escalate up the chain. I would've thought that would be standard practice now.

It is not standard practice! This user discussion group is not the platform for escalating faults in EE systems for EE to fix, You still need to report it to CS individually & they will escalate up the chain.

Re: 1.6 package down since yesterday

kjw_kjw — Sun, 15 Feb 2026 15:49:53 GMT

Im also in Kent and still working at 30/10 (for what its worth) For a company the size of BT still having an issue over 24hours later is atrocious customer service.

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 15:50:17 GMT

That's already been done, nothing has happened - so like many customers we are expressing our frustration here!

Re: 1.6 package down since yesterday

Cstarks — Sun, 15 Feb 2026 18:25:01 GMT

[Message removed by mod - Kindly maintain a respectful tone towards other members of the community]