EE broadband CHAP Authentication/PPP problem

Hi all

I've decided this may be the best place to look for help given the incredible journey of problems I've experienced over the last 9 weeks through an EE home move.

To cut a long story short, I initiated a home move with EE broadband over 9 weeks ago. There was problem after problem, with broadband orders not being processed, reference numbers not matching up, addresses not being changed etc. Eventually (after complaints, escalations and emails to executives etc) we were told everything was working approx three weeks ago.

Unfortunately this wasn't, and still isn't, the case. Our router has a broadband connection at 6mb however the internet state is disconnected. Looking at the log it shows 'CHAP authentication failed' - a PPP problem.

Now I've searched the internet for hours and cannot find any answers to this. We're at the point with EE now where they don't seem to know either - we've had Qube engineers at the house twice, six (yes six) replacement routers, Openreach out who say the line is working correctly and I have a dedicated back office broadband engineer working with me to try and resolve the issue.

Can anybody help, or has anybody come across this before? EE say I'm the only case along with one other person at the moment and they've never experienced a problem quite like it. Maybe someone on here could point me in the right direction and I can pass this information on.

Ps it's not a BB user/pass problem - these are correct and have been reset etc.

Thanks in advance.

So the supplied EE username and password have been verified by EE.

Are you able to change the username within the router to bt_test_user@startup_domain the password field is irrelevant, but if the router requires this field to filled in, 123abc will be fine .....

Once set as this do you now get an external (wan)IP address ? If so then the connection is making it's way to the BT Wholesale stuff OK .....

I have a dedicated back office broadband engineer

So tell him the above works, ask him to knock you out of sync briefly (a remote reset will do this) Observe that the router DOES drop sync ...... if all these boxes are ticked the fault lies squarely with EE, there is something amiss their end, I'd suggest they delete and completely rebuild your account on their servers, maybe even with new username and passwords.

If one of the above tests doesn't do what I have described ask your 'back office bod' to get an SFI task built an ensure it gets pinned to an Openreach engineer (no more Qube bods) who does know his [censored] from his elbow.

Thanks for the reply - yeah the supplied user/pass have been verified.

I changed the username to the BT test login a while back and it came up with a BT holding page - is this the same thing? I will check the IP tonight when I get in.

When I ask them to do a remote reset, how do I confirm the router has dropped sync?

Many thanks for help.

I should also add when I use the username and password at another address which also has EE broadband it works.

I changed the username to the BT test login a while back and it came up with a BT holding page - is this the same thing?

Yes, I seem to recall the page you refer to said something along the lines of 'You have been redirected to this page for one of the following reasons ..........." Is that the one ? The IP check then is not required. That is the page I would expect you to get to if logged in with bt_test.

When I ask them to do a remote reset, how do I confirm the router has dropped sync?

They should do whilst you are on the phone, physically watch the sync light on your router.

I think there is some mismatch going on between what Btw have configured their port for (at the request of EE) and what EE have their radius server set to allow in.

In reply to a post by floonds:

EE say I'm the only case along with one other person at the moment and they've never experienced a problem quite like it.

LOL! Liars! This issue is as common as dirt!

EE haven't registered your creds on their authentication server.

As the BB itself is working, this issue is beyond the realm of BT OR and is in EE's arena.

Have you tried factory resetting the router, when the BB Username changes back to "readytoconnect@fs", and waiting while EE remotely configs your router? Does the BB Username change back to what you think it is?

Are you running on ADSL1 (G.DMT) or ADSL2+? What exchange?

Thought so!

I mentioned the BT SFI to them and he was out first thing this morning. There's no problems on the line so he is now at the exchange and I'm awaiting a call from him with his findings.

Yeah I've done a reset - it resets to readytoconnect@fs and doesn't change back to anything. I have to input it manually (and still no internet).

I'm terms of ADSL, I'm not sure what you mean - if I go on ADSL checker it shows the following:

Our records show the following FTTP network service information for these premises:- Single Dwelling Unit Residential OH Feed with no anticipated issues.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

This line is on a Market A Exchange.

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014.

Thanks

Oh, so you could get FTTP if you wanted

In reply to a post by BatBoy:

Oh, so you could get FTTP if you wanted

Yeah once this fiasco is sorted...

Post deleted by floonds

Plusnet.

In reply to a post by RobertoS:

Plusnet.

For some reason only BT and Zen show as providing fibre to my house? If i try anyone else either on their website or the Wholesale website they just show ADSL:

Not every ISP offers FTTP.

Edited by deleted (Thu 03-Nov-16 10:17:57)

Plusnet have a "so-called" trial. They can supply both their FTTC products on FTTP. (Though I doubt if anyone would want 40/2 FTTP).

You call them, and if you get someone who knows what they are doing it should be possible. They may put you on ADSLx first then upgrade to the "trial".

I forgot, AAISP can do it as well.

Edited by RobertoS (Thu 03-Nov-16 10:25:07)

I'll give this a shot once this is resolved - I'd like to get this sorted through EE first simply because of the sheer amount of time I've spent on it so far.

BT SFI has just confirmed it's a user/pass issue so back to EE.

In reply to a post by Zarjaz:

I think there is some mismatch going on between what Btw have configured their port for (at the request of EE) and what EE have their radius server set to allow in.

Would this have been picked up in this morning's tests if it were the case?

Thanks all

As I said earlier BT are only testing the BB itself between the exchange & your router and we know that is working. Their tests cannot extend into EE's network where the authentication is done.

1. Post your full router stats. For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. That will tell me which ADSL you are on as well as other interesting stuff.

2. What exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your exchange page.

Edited by XRaySpeX (Thu 03-Nov-16 13:02:07)

Well it would seem so ..... from what I read the SFI bod has done all that was required

To me it seems like my initial guess was about right, EE need to delete and and rebuild your account on their remote access servers.

Good luck with that.

So I asked EE to delete and rebuild my account on Friday... BT engineer out this morning (third visit) with a new phone number and, guess what, it's working!!

That's taken 10 weeks, five engineer visits and 7 new routers and I still had to tell them how to fix it (thanks to your help).

Now it's compo time...

Glad you got there in the end.

Sorry it took so long ..... Painful for all concerned when the CP doesn't just listen to reason and fix what is a fault of their making.