topic Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting in TV

EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Thessalus — Tue, 06 May 2025 20:18:02 GMT

Hi all,

I’m getting the IPC6023 error on my EE TV Box Pro, which I understand is related to multicast streaming.

Here’s what I’ve tried so far:

Restarted the EE TV Box Pro, EE Hub, and any related devices
Checked that all equipment is either EE or BT supplied — no third-party routers or mesh systems
Used a direct wired Ethernet connection between the TV Box and EE Hub
Performed full factory resets on both the hub and the box
Verified all software and apps are fully updated
Reduced network load to rule out congestion
Checked FTTP mode on the hub is correctly configured

Despite all this, I’m still getting the IPC6023 error. I haven’t contacted EE customer support yet, as it’s currently outside of hours, but I’m beginning to suspect this may be an issue with multicast delivery on EE’s side.

anyone else got any ideas?

Thanks in advance for any help or insights.

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

zulu17 — Tue, 06 May 2025 20:48:54 GMT

Hi @Thessalus

is this occurring on a brand new installation or has it started to occur on a previously working setup ?

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Thessalus — Tue, 06 May 2025 21:39:36 GMT

Ive had new fiber to premesis from BT and the EE TV Box since the end of Jan this year

There was no precursory event, my little boy was watching a cartoon on BBC iplayer, when my wife went back to the main menu and pressed guide to search and go to live tv non of the live channels would connect all show the same error IPC6023.

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Thessalus — Tue, 06 May 2025 21:44:02 GMT

I should clarify it worked since it was installed until today.

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

manatarms84 — Wed, 07 May 2025 06:14:24 GMT

If you have done all those steps above it is likely to be something in the exchange effecting the multicast as you say. I would call EE and they can get this looked into:

Contact Us To Request Technical Support for EE TV | EE

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Thessalus — Sat, 10 May 2025 07:19:13 GMT

So my problem is resolved, I had an engineer booked in, before that there was some work carried out on the street by an openreach engineer yesterday, i tryed it again after they had finished and it was working again so i guess it was fixed as a result or it just started working again through no action of my own.. would be nice to know what changed but some things were just not ment to know 🙂

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

amyenj — Sat, 24 May 2025 06:20:57 GMT

Hi,

I’m having the same issue. Did you get this resolved?

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Thessalus — Sat, 24 May 2025 08:13:33 GMT

Just to clarify the issue didn’t seem to be anything on my end. I’m not 100% certain, but I suspect it was related to EE/BT, as I noticed engineers working in the area around the same time. The issue resolved shortly after that, which might just be a coincidence, but I doubt it.

I ended up cancelling my own engineer appointment since the fault had cleared. However, I’ve started to notice other problems since then, for instance, the box has begun switching itself on during the night. I haven’t traced the cause of that one yet. For now, I’ve found it easier to just switch it off at the socket overnight.

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Ghosking — Mon, 23 Jun 2025 14:16:51 GMT

Hi all, i had this issue and managed to solve it - cannot say this will work for all but below was my fix (I have 3 EE TVs all Ethernet cabled and using internet for 2 TV (one via aerial). Have an EE router and fttp 1 gb

For my setup I had some network switches (hpe1820s) as well as the EE router - these switches and lack of capabilities in the EE router caused the issue for me. This was due to the switches and the EE router not having a igmp querier functionality / capability and the switches not able to handle igmp v3 (they can only do v2). So upgraded one switch to a Cisco sg300 10 port managed switch (eBay £35) configured igmp so this switch then picked up the igmp querier role and set igmp v3 . Rebooted EE TVs and router and all good so far ! Not tried WiFi yet but it's been 2 weeks and no IPC errors since.

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Thessalus — Mon, 23 Jun 2025 15:57:03 GMT

Nice insight Ghosking! I get where you're coming from, I found the error came back again for me, so like you, after a bit more tinkering i replaced my unmanaged router and it worked but i wasnt sure that was the real reason for the fix.

But it sounds like the EE TV box uses multicast to stream live channels, and that needs proper IGMP support from your network gear.

So If you're using extra switches (especially older or unmanaged ones like i was), or mesh/powerline stuff, they might not handle IGMP properly, & could be a possible cause of the IPC6023 error. (EE’s own router doesn’t seem great at managing it either!)

You fixed it by using a properly managed switch (Cisco SG300) that supports IGMP v3 and acts as a “querier” that tells devices how to handle multicast. and once you did that, it all worked fine. Awesome!

So it looks like if your setup’s a bit more complex than just a router & TV box, it’s worth checking if your gear can handle multicast properly! thanks for the info!

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Tvnotworking — Fri, 18 Jul 2025 15:07:15 GMT

This is a problem when changing your subscription as it can’t handle what EE do with. Youview it needs a software upgrade as I’m on 2nd box in a couple of month

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

DarrenDev — Fri, 18 Jul 2025 15:14:09 GMT

@Tvnotworking I'm not quite following what you're saying. Are you having issues? There should be no need for software updates (other than the standard updates we release periodically) or box swaps - all our EE TV boxes should work fine when they're delivered.

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Tvnotworking — Fri, 18 Jul 2025 15:48:29 GMT

My we box had blank screen did a reset didn’t work phoned ee tech they couldn’t get to work this is second time in as many months they are send out new box as yesterday down grade contract of what tv package and now box doesn’t work when package changes are done box doesn’t like it’s a **bleep**ing **bleep** show by yet another big company give them your money and get a poor service
Sent from my iPhone

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Tvnotworking — Sat, 19 Jul 2025 08:47:33 GMT

When you change your contact the package to basic the box needs to do what ever and the you get black screen on tv Chanel’s with the error page first this needs to be looked at

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

DarrenDev — Sat, 19 Jul 2025 09:31:34 GMT

@Tvnotworking the issue you're seeing (IPC6023) is unrelated to you changing subscription. It's a complex fault, with a number of potential causes either in your home, or across our network - swapping the TV box is unlikely to resolve it, and changing TV package would never cause it. I'm sorry that you're having such a bad experience - it's not normal.

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Tvnotworking — Sat, 19 Jul 2025 09:40:29 GMT

Well that’s just about right had loads of problems with virgin spent 2 hours every Sunday sorting their sh1t out and gave them a bill which they paid but got fed up in the end not getting emails with concert tickets for
Sent from my iPhone

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

nffc1865 — Fri, 16 Jan 2026 12:08:41 GMT

I just stream TV over Wi-Fi and constantly get IPC6023 since installed. What is IGMP ? Could this be my problem do you think ?

Why do you need a switch ?

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

Ghosking — Fri, 16 Jan 2026 16:36:50 GMT

it was for me but I do have separate wifi and lots of devices etc.

What IGMP actually does - IGMP lets devices on your network say:

“I want to receive this multicast stream.”
“I’m done with this stream.”
“Who still wants this stream?”

Why EE TV can fail on a “normal” home network

EE TV relies heavily on multicast for live channels. When the network doesn’t have a functioning IGMP querier or IGMP snooping, multicast traffic becomes unreliable or disappears entirely.

The root causes

1. No IGMP Querier on the LAN

IGMP requires one device to act as the querier — usually the router.

If your router or switch doesn’t run an IGMP querier, group membership times out and multicast stops flowing.

Many consumer switches don’t include an IGMP querier, your EE router may not ???
Some mesh systems (Deco, Eero, etc.) don’t forward multicast properly or don’t snoop without a querier.
Result: EE TV boxes stop receiving multicast → errors like IPC6023.

So this might not be your issue, but was for me and adding a switch and a IGMP setting within (IGMP querier) fixed it straight away. - I have not had any IPC6023 since

Is your EE TV box plugged directly into your router (ethernet cable) or via wifi ?

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

nffc1865 — Fri, 16 Jan 2026 18:12:57 GMT

Ghosking - what a brilliant response thanks so much. IPC6023 has been a real pain for all the time i've been with EE. My wife uis doing my head in for switching from Sky. We have 3 TV boxes (1 black one about a foot long and 2 mini's). We run all our 3 TV's via Wi-Fi and have a Plus (not Pro) router. We also run my desktop over wi-fi, wife's iPad and i-phone, my android phone and probably 1 or 2 more devices like my solar inverter and Zappi electric car charger.

Do you think obtaining an IGMP querier and plugging it into my EE Router would solve my problems of TV's collapsing with IPC6023 ? All our other devices work fine with no problems.

If yes, do you have any examples of a suitable IGMP querier i could buy. I'm not very technical if this all sounds a bit daft. I don't think a Cisco switch would help with my problem because my TV's wouldn't be hardwired into it. Would i be correct in that assumption. I'm thinking multicast is my problem. Sorry for this idiocy on my part and thanks for your glorious response to my pretty poor initial post. Steve

Re: EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

MrMasher — Thu, 22 Jan 2026 19:53:36 GMT

Just switched to full fibre. Anytime I have the tv box pro on and use air cast to speakers it chucks the tv out. To the point where resets of all the kit won’t resolve it. I tried everything and then called ee. They passed me straight into technical who came to the same conclusion as me, the tv box was broken. New one received today, set up and still have issues.
So now I’ve done a lot of research and used Gemini to assist me, the casting seems to be the issue.
Apparently it is known about and software updates are being pushed.

There is a known bug where the connection between the Hub 7 Pro and the TV box times out after about 4 minutes and 30 seconds. A long power cycle forces the Hub to "re-handshake" with the Openreach network, which can trigger any pending background fixes EE has pushed for this specific issue.

The "Full Refresh" Sequence to force the update

1. Unplug the ONT (the white Openreach box).

2. Unplug the Smart Hub 7 Pro.

3. Unplug the TV Box Pro.

4. Wait 30 minutes. (This ensures the "Multicast session" at the exchange times out and resets).

5. Plug the ONT in first and wait for the "PON" or "Optical" light to go solid green.

6. Plug the Hub in second and wait for the solid blue light.

7. Plug the TV Box in last.

I am currently switched off and trying this out. If it works I’ll update. If not I’ll be on the phone to RE tomorrow.