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.

[XRaySpeX]

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.

[Cstarks]

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. 

[Morefuzzball]

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.

[Cstarks]

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.

[JimM11]

@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!

[Mousex110]

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.

[Cstarks]

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. 

[Cstarks]

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

[Cstarks]

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