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1.6 package down since yesterday

Cstarks
Investigator
Investigator

‎15-02-2026 10:44 AM - edited ‎15-02-2026 10:45 AM

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.

0 Helpful
81 REPLIES 81
AEWfan
Investigator
Investigator

‎16-02-2026 01:55 PM

Chat excerpt from EE app….

IMG_4198.jpeg

0 Helpful
Cstarks
Investigator
Investigator

‎16-02-2026 01:58 PM

For what it's worth, leave a negative review on trust pilot https://uk.trustpilot.com/review/ee.co.uk

M7urt
Investigator
Investigator
In response to Cstarks

‎16-02-2026 02:05 PM

done

JMLB98
Investigator
Investigator

‎16-02-2026 02:09 PM

Still nothing on my side good for those who have any speed but I have 0.

Just looked to move back to virgin and BT send me an email that I would have to pay £1800 to cancel!

Fed up with the lack of communication

 

DDelly13
Investigator
Investigator

‎16-02-2026 02:27 PM

I've got the same issue, on 1.6gb package, getting capped at 70mbps, hope it's sorted today!

0 Helpful
JimM11
Community Hero
Community Hero
In response to JMLB98

‎16-02-2026 02:27 PM

@JMLB98 Cheap at halve the price to go then! VM will welcome you back with open arms, may even give you something towards the payment!

0 Helpful
DDelly13
Investigator
Investigator
In response to JMLB98

‎16-02-2026 02:35 PM

No good they've left you without a connection, they should of at least sent you the mobile broadband router, it's bad they're not reaching out to customers!

0 Helpful
jonlight1357
Explorer

‎16-02-2026 02:42 PM

im also affected, did a random speed test, was getting 10mb, reset it and now its not working at all... rang up and have heard the same, up to 48 hours and its a openreach problem.

They should have warned people not to restart if its going to brick the availability...

0 Helpful
Cstarks
Investigator
Investigator

‎16-02-2026 02:47 PM

Ok spoke to an EE broadband consultant agent that was helpful. Though believe what you will -

 

Open reach deployed an update on Saturday that has impacted broadband connections over 1gbs. Supposedly this is not just limited to EE.

This has been escalated to senior directors whom are aware and the fix is ready and is being rolled out. They are targeting accounts with no broadband access first. I fall into this bucket, the agent advised he is 1000% confident I will be up and running by 2PM tomorrow. Service may even restore at 8-9PM tonight. 

It does seem like a provisioning issue with the accounts which they are rolling out the fix for.

Mentioned the lack of Comms and frustration - apparently this is a decision EE leadership took to not post anything. I advised even a short message advising of the issue when calling up or someone coming on these forums... Doubt that will happen. 

AEWfan
Investigator
Investigator

‎16-02-2026 03:15 PM

article from earlier today on ispreview.co.uk:

"

Customers of EE’s 1.6Gbps UK Broadband Package Suffer Sharp Speed Loss UPDATE
Monday, Feb 16th, 2026 (9:32 am) -

Some customers of mobile and broadband ISP EE (BT), specifically those on their top 1.6Gbps speed full fibre (FTTP) package via Openreach’s national network, appear to have spent the weekend suffering from a significant reduction in download speed (some down to c.50-70Mbps), connectivity problems and a lack of effective support.

At present, EE’s premium 1.6Gbps speed broadband package (includes 120Mbps uploads) doesn’t have a huge number of subscribers, but some of those who are taking the service started complaining to ISPreview on Saturday morning about a significant loss of download speed. A few have also seen their upload speeds reduced to c.20Mbps, while others have found that the issue only impacts downloads.

In addition, a number of customers on the same 1.6Gbps package have also complained about problems getting connected to the service (PPPoE cannot authorise), although it’s unclear if this is directly related to the wider problems with service speed or merely an unrelated incident. But it’s hard to ignore the proximity of both events.

“EE are aware (I have just spoken to support on the phone), but they have yet to update their status page … I am meant to be on the 1600/120 profile, but currently seem to be limited by a 80/20 profile,” said Jim, one of ISPreview’s readers. “Since Saturday evening, there have been an issue with EE’s flagship 1.6Gbps product. Some users have no connection with CHAP related errors in logs, others appear ‘stuck’ at 70 Mbps (myself included),” added Chris, another impacted customer and reader.

Various related complaints can also be found on EE’s Community Forum (here and here), which echo the same problems and raise concerns about EE’s current lack of an official response. Customers who have contacted EE’s support department have allegedly been told that the issues should be resolved by the end of today, while others have been told it may take longer. One person was also informed that the speed issue related to a “software defect” of some kind, which sounds plausible.

ISPreview has already contacted EE for a comment, and we will report back when one arrives. Sadly, it’s not unusual for support teams, even at major ISPs, to be somewhat less effective at responding to such issues when they occur over a weekend (especially so around school holidays).

UPDATE 12:29pm

 

We’ve had somewhat of a vague response from EE, which confirms that an issue exists, yet provides no details or ETA for when it might be resolved. The provider did however indicate that the issue is NOT related to a software defect.

An EE spokesperson said:

“We are aware a few broadband package customers are currently experiencing issues with their connection. We are working hard to fix this as soon as possible and we apologise for any inconvenience caused”."