This has happened to my new passport (from January) at every gate I've tried it at in the UK, except Luton.
It's failed at Heathrow T5, T4 and T2, Stansted, Gatwick and Paris Gare du Nord. And it failed on the gates in Amsterdam too.
It worked fine at Copenhagen and Luton. The gates at Luton still showed the camera picture of me, whereas the others never do. Did Luton just not get a software update?
I've asked the border agents and they just tell me I'm doing it wrong. My previous passport never had an issue. I thought maybe it couldn't match me to the photo, but I must be closer to the January 2017 photo to the 2010 one (which has had border staff asking if I had other ID even).