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]

Understandably! Yes, frustrations here but not a route to a fix.

[Cstarks]

[Message removed by mod]

[XRaySpeX]

There's no need to keep insulting me when I'm trying to inform you how EE & this Community actually operates & not how you think it should operate. Anyway I shall be reporting such posts to the Mods.

[Cstarks]

That's cool - hopefully I'll get my issue resolved.

Also reported you for not being helpful

[Schockwave]

@Cstarks , @XRaySpeX is a customer like you and me and only trying to help, so no need for any insults, but go ahead and report him, as they will see that he is being helpful .

[Cstarks]

Had they been bothered to read the posts, they would know we have already contacted. That's feels like an insult itself.

[Cstarks]

Still down here. 

Called up, told there's a software defect and issue will be resolved end of day. 

Expressed my frustration and the poor handling of this issue for what it's worth. 

[Hongsit]

My service been down since yesterday 14:50.  Called up this morning and was told will be fixed by tomorrow, maybe later today.  I’m on the 1.6 package and only been with EE for 6 weeks and already a full days outage, not a great start!  
Was told it’s an open reach issue.

[jaredh53]

Mine dropped at 12.30 saturday. I was told it should be sorted today but my confidence is low.

[JMLB98]

The worst Customer Service I have ever had.  I have called EE 5 times since this happened and still no email to any of us to explain the situation.

My router has an ip address and default gateway from Openreach but no internet at all.

I don't think this is openreach problem I think some twits at EE decided to make a change to something at about 11.30am on Saturday.

I spoke to someone yesterday who said that the engineers don't work on the weekend!!

Last update I had on the phone was it may not be fixed until Wednesday!!

EE needs to sort this out fast or I am going to move to another provider.