topic Re: Error code IPC6023 in TV

Error code IPC6023

dan06567 — Wed, 01 May 2024 20:46:33 GMT

I received the EE box pro on Tuesday 30th April and activation began on 1st April. I'm using Internet mode to watch HD channels. But it give me error Error code IPC6023 for every channel. Can someone will help me?

Re: Error code IPC6023

DarrenDev — Thu, 02 May 2024 11:14:26 GMT

Unfortunately IP6023 is a complex issue that can have many different causes.

You'll get the fastest fix by calling the helpdesk: https://ee.co.uk/contact-ee/technical-support/ee-tv

Re: Error code IPC6023

MikeB65 — Thu, 09 May 2024 17:45:17 GMT

Just wondering how you got on? I moved from Sky to EE TV on 19th April. Already on BT broadband. Installed pro box. Everything worked except live tv. After a lengthy conversation and various processes was told TMC would have to contact me. They would call after 5-7 days. Waited 7 days. Nothing. Called and they contacted TMC (you cant speak to them. You have to wait for them to call) I was told I would have wait another 11 days! I did this. Nothing happened. Called again. Was told I would be called today. Its 6.30pm and Ive waited in all day (for the second time) and nothing. I have been on the phone for at least 4 hours trying to get it sorted. Their customer service whilst being friendly is useless. The treatment I have been given is a disgrace. My wife works from home and currently the broadband is stable (original BT hub). I wish we had paid the extra and stuck with SKY. If you are reading this and thinking of switching think twice. They promise the earth and dont deliver.

Re: Error code IPC6023

Linsay_monror81 — Sun, 12 May 2024 17:50:43 GMT

I have the same problem, I've had the same engineer out 3 times to sort out the problem but it's not working, do you have any suggestions as to what I can do now?

Thanks

Re: Error code IPC6023

MikeB65 — Mon, 13 May 2024 08:14:32 GMT

I was told that there was nothing an engineer could do and that the problem could only be fixed remotely by TMC. They finally called me over the weekend but the issue has not been fixed. I am currently waiting for another call. I dont think they know whats causing the problem. Keep complaining. Tell them to esculate to TMC if they havent already. Then be prepared for a long wait. A couple of weeks ago I was told there were only a handful in this office and that about 800 people were in front of me. Good luck.

Re: Error code IPC6023

DarrenDev — Mon, 13 May 2024 08:39:21 GMT

Sorry that you're having such a bad experience with this. Most of the causes of IPC6023 are related to configuration - either with the Smart Hub*, the network, or your account. It's rare that it would need an engineer visit to the home for this issue.

One other common cause that you can fix yourself is the hub being set to the wrong mode. Check this video for instructions on how to toggle between them:

https://www.bt.com/help/broadband/getting-set-up/how-to-set-up/bt-smart-hub-2/full-fibre-mode

If your hub is connected directly to your phone line (usually with a grey cable), you need to make sure Full Fibre mode is switched OFF. If it's connected via a (usually red) cable to a white box that has its own power supply, then Full Fibre mode needs to be switched ON.

If that is set correctly, and the helpdesk suggests that an engineer needs to be sent out, please insist that the cause is raised with TMC. They do have a backlog of up to 2 weeks, so I'm afraid you will need to be patient. When the fault is resolved, you'll be refunded for all the time that you were without service (although remember that you can use the apps to access some of your subscription content).

In the meantime, I'll try to find out why engineers are being used as the first step, as it's such a waste of time.

* Note: if you're not using the BT or EE supplied Smart Hub, then try that before anything else.

Re: Error code IPC6023

MikeB65 — Mon, 13 May 2024 11:54:00 GMT

I have just turned the TV and all channels now appear to be working. Clearly customer service/tech need to be properly briefed about this fault. I was told TMC had been imformed on 19th April. Nobody contacted me until 11th May. Nobody in customer service appeared be aware of others reporting the faullt. I had to be insistant that they spoke to TMC to get me a date that I could expect the live tv to work. If I had been told from the start that they were aware of the fault and I would have to wait 2 weeks (it took 3) I would not have been happy but I would not have had the aggravation of spending hours on the phone. As a new TV customer I am less than impressed with EE and have have little confidence in them.

Re: Error code IPC6023

Domhow77 — Tue, 18 Jun 2024 08:27:27 GMT

Same issues with my EE mini boxes. I have tried every solution possible suggested in this post yet they still don’t work. Other devices such as Fire TV connected the same way as the mini boxes work just fine.
If it wasn’t for the fact that the equipment was on loan from EE I would quite simply chuck the mini boxes in the bin as they aren’t fit for purpose. I now watch TV in my other rooms using the Samsung Smart hub or Fire TV which works just fine when connected to the TP Link AV1300 Powerline adapters that EE supplied.
I have to say that EE customer services are very helpful and try their best but unfortunately their hardware isn’t fit for purpose. I’m now in the unfortunate position of counting down the 23 months after which I can go back to the far superior Sky hardware.

Re: Error code IPC6023

DavidM2024 — Fri, 20 Sep 2024 08:34:19 GMT

i had same problem this morning and simply unplugged the Hard wire to router and changed to Wifi connection. works perfect

Re: Error code IPC6023

Leanne_T — Fri, 20 Sep 2024 10:12:47 GMT

Thanks for sharing @DavidM2024

I am sure this will be very helpful for any customers experiencing this error.

Have a lovely weekend.

Leanne.

Re: Error code IPC6023

lyndsey0407 — Tue, 24 Sep 2024 21:53:23 GMT

I am having same issue. Not been great since i switched to EE TV. I have 2 boxes and neither are showing live TV channels. All i get is an error code on every channel IPC6023

Ive reset my router which is also EE

I’ve unplugged the Tv boxes

i’ve reset the Tv box and retuned all the channels. I reconnected the wireless settings and still nothing !!

Ive tried phoning them to be told i could be on hold an hour 🤷🏻‍♀️🤷🏻‍♀️ I don’t have time for that

What's point in paying for a service you don’t actually receive !

Re: Error code IPC6023

Christopher_G — Wed, 25 Sep 2024 08:58:30 GMT

Hi @lyndsey0407

I'm sorry to hear that you're having this issue with your BT Sport. It sounds like you've tried all of the troubleshooting steps that we'd usually recommend already.

The next step would be to speak with our technical support team so that they can check everything from our end for you.

Please keep us updated with what happens.

Chris

Re: Error code IPC6023

MikeB65 — Wed, 25 Sep 2024 09:56:15 GMT

Hi. This happened to me again recently after the broadband dropped out. That had to be fixed by openreach. Tech support cannot fix IPC 6023 fault however willing they sound. Some of them have never heard of it and will try and get you to perform various procedures. You must insist on your issue being handed over the tech management (known as TMC). I have wasted hours on the phone with tech support and been through every fault finding process but it never worked. These included running an ethernet cable from box to hub and waiting for power line adaptors to be sent. 3 weeks I waited for it to be fixed the first time. It was fixed last week after 7 days. The problem with TMC is you can't speak to them and there are not enough staff in the unit, hence the wait. I was told there was an 11 day turn around last time. This was changed to seven when I queried it. It was fixed in 7 days. Don't forget you are also entitled to compensation for the time you are without your services. I have little faith in EE. They have known about this fault for long enough yet it still exists. Good luck

Re: Error code IPC6023

DarrenDev — Wed, 25 Sep 2024 10:03:45 GMT

@MikeB65 IPC6023 isn't the fault - it's the error code you see when the TV Box doesn't receive the video signal. It has many different causes, some of which are in the home (wiring, powerline adapters, hub selection/configuration, etc), and some are outside the home. There's no one-size-fits-all solution to it, and the fault needs to go through a series of diagnostics steps to identify where it is.

Sometimes the fault is easy to fix - a tweak to a configuration somewhere, and the service is up and running in an hour. Others take longer - I've got one that is still being investigated a month later, as every single network component and software configuration is still being checked.

But yes - TMC are the best people to help with this. They are unfortunately very busy, as they're the experts on all faults related to TV and Broadband.

Re: Error code IPC6023

MikeB65 — Wed, 25 Sep 2024 10:28:29 GMT

Thank you for your reply. If only a tweak fixed it for me rather than spending hours on the phone talking to different people asking me to do the same thing. As for TMC being busy, it's because they are understaffed, not because they are experts. I have been told more than once that they are a very small team. I would expect a huge, profitable company like EE to invest some of that money in ensuring that their customers don't go without services, that they pay for, for weeks.

Re: Error code IPC6023

Dannyjmcginn — Thu, 02 Jan 2025 21:15:46 GMT

Have to say losing all patience with ee, wow WiFi7 big upsell and have to say it's unreal, big but signed up on the 10th of Dec and still have no tv ipc6023 errors. Funny the nowtv app and discovery plus app works spot on, but the pro tv box and extra box shows this error on all subscription channels, I've been passed from pillar too post, get nowhere even got a text to say it was fixed 🤣 now I'm giving them until the 10th of Jan to sort this out, I've been nice but I know they are in breach of contract not being fit to provide the service of which I signed up and with that said they have 31days to fix a fault I do believe this is a bit of a joke too. I look forward to anyone getting in touch now as I feel the next call is going to be just cancel the lot

Re: Error code IPC6023

Dannyjmcginn — Thu, 02 Jan 2025 21:16:36 GMT

Love how these all have a solution but no real solution for me

Re: Error code IPC6023

Kimmee — Mon, 27 Jan 2025 15:29:25 GMT

I have had an IPC6023 issue for months, when I asked for a refund because I have not yet had TV, I was told refunds are not issued but I was given a refund of £40 s a gesture of good will. So one of you has incorrect information. I'm really annoyed with moving to EE, as I had a long term problem with my mobile, leaving me unable to spend the long phonecalls required to sort out the TV. It's like EE will take your money but it doesn't matter if you've got the services you expected, do we even have any consumer rights?

Re: Error code IPC6023

Midnight_Voice — Mon, 27 Jan 2025 17:50:21 GMT

@Kimmee

Is your issue that the error message comes up straight away, or do you get a minute or two of streaming before the error kicks in?

Re: Error code IPC6023

Marc1991 — Sat, 12 Apr 2025 14:20:52 GMT

Like someone else said. IPC6023 is complex and can be a number of many things. I use to be a tech for bt a while back but never used their tv due to this as they had similar issues.

recently I decided to move from sky over to EEtv and I was hit with the IPC6023 code. But only when I added multi room. Apps would work perfect but tv guide channels had zero chance after 3 minutes. Spoke with TMC knowing the issue I requested to talk to them straight away. Next day got a call back.

how to fix: Tmc needs to restart the router from their end (doesn’t work if you do it from home). This allows the multi room to activate properly. You then need to unfortunately hardwire all 3 boxes otherwise your going to have issues with signal or once again the error code, especially if your living in an older house with the thicker walls like I do. Luckily being a ex tech I have no issues wiring in all my boxes and hiding the wires. But if you use the wrong cat wire you’re going to have issues again the only wire that works fine is the cat6 Ethernet wire. DO NOT use anything in between this connection like a filer box or a TPlink, this will once again hit you with the IPC6023 code. ALL BOXES NEED TO BE HARD WIRED DIRECTLY FROM ROUTER TO YOUR EETV PRO/minis. The issue I found with EE boosters they slow down your speed. They might work for you. But definitely not for me so WiFi to the boxes are out of the question. EVEN IF YOU DONT HAVE MULTIROOM, HARDWIRE YOUR PROBOX USING A CAT6 WIRE ONLY. But this above has worked for me and several family members and friends who have had the issue after me. Best of luck and hopefully I have solved your issues.