1.6 package down since yesterday

[Cstarks]

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.

[Morefuzzball]

I’m in Berkshire I have 75mb down.

[JimM11]

@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!

[Cstarks]

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. 

[Cstarks]

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] 

[JimM11]

@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!

[Cstarks]

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. 

[XRaySpeX]

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@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. 

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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.

[kjw_kjw]

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.

[Cstarks]

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

[Cstarks]

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