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.

[Cstarks]

Highly encourage everyone to complain here https://ee.co.uk/contact-ee/complaint/form

Hit them hard!! EE need to be held accountable and mitigations put in place to prevent similar issues which seems to be lack of change process diligence. 

[MikeCee]

Down since sat about 1030am. Still down. That's completely down, not a reduced speed. I could cope with reduced speeds. At least I would be able to do stuff. Had the same excuses given as everyone else. 

Didn't realise that 99% of everything I do requires an internet connection. 

Sort yourselves out EE!

[Cstarks]

Anyone magically get fixed overnight? Trying to work out if BT/EE are working round the clock or just working hours to fix this. Either way it's taking too bloody long!! 

[jaredh53]

Nope. Still nothing at all. No broadband since 12:31 on Saturday in DL3.

[jaredh53]

Has anyone been able to speak to someone at EE this morning? This is a nightmare.

[mew20]

I agree. Abysmal. No communication from EE or any acknowledgment of the issue. I tried to call last night but said 1 hour wait so gave up. I have no internet whatsoever since Saturday. I am totally reliant on broadband for work (radiologist) and I cannot work at all so am letting down colleagues, patients and not earning any money. I am disappointed with EE and their approach to this. I will be considering changing provider. 

[martyjp]

I have had a look around today and I can get considerably faster symmetrical connections for much cheaper. I don't mind paying more money if the service is good but we are approaching 72 hours of downtime and they haven't even acknowledged there is an issue 

[jaredh53]

I'm 6 months into a 2 year contract so I think i'm stuck. It's been fantastic so far but this really really poor. 

[jaredh53]

I was finally able to speak to someone. They acknowledge the problem and took my details but they have literally no idea when this will be fixed. Just some hollow apologies.

[RedPanda97]

I spoke to someone this morning, who told me to check around dinner time if anything had changed. Really doubt anything will..this is day 3 of this. I’m really struggling to get my work done.