topic Re: New to EE TV (EE TV Box Pro) - with IPC6023 error in TV

New to EE TV (EE TV Box Pro) - with IPC6023 error

edwardckl — Thu, 27 Jun 2024 12:25:42 GMT

Hello,

I just joined EE broadband and EE TV and installed the EE TV Box Pro today. Everything is fine except watching TV channels. I connect the box with router via wifi and the box can scan the TV channels successfully. However, when I tried to watch the TV channels, an error IPC6023 occurred.

I tried to reboot the openreach modem, the router and the TV box but no use. Is there any other way to solve it? Or should I contact EE support?

Thank you.

Edward Lau

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

DarrenDev — Thu, 27 Jun 2024 12:32:25 GMT

Are you using the EE provided router?

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

edwardckl — Thu, 27 Jun 2024 12:54:30 GMT

I am using Netgear Orbi Mesh with IGMP Proxying enabled (support BT IGMP proxying).

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

DarrenDev — Thu, 27 Jun 2024 13:33:44 GMT

Could I ask you to please connect the EE provided router for now - if that doesn't work then we can start trying to identify the cause, however we can't start any diagnostics without that first.

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

edwardckl — Thu, 27 Jun 2024 14:56:03 GMT

Hi DarrenDev,

Thank you for your suggestion. I tried to use the smart hub plus provided and it worked now. However, as I need to connect my mesh router to the open reach hub directly, anything I can do to make the tv box work with my router?

Thank you.

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

DarrenDev — Thu, 27 Jun 2024 14:58:14 GMT

It's not something we're able to support directly, but it has been discussed a lot on the older BT forums: https://community.bt.com/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=false&q=orbi

You could check whether anyone has any helpful advice there?

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

edwardckl — Thu, 27 Jun 2024 18:56:11 GMT

Thank you.

However, I checked the posts there but they seem faced similar problems without working solution 😓

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

DarrenDev — Thu, 27 Jun 2024 19:07:18 GMT

I had feared as such.

If it helps, you wouldn't have this issue if you switched to Apple TV, instead of the TV Box Pro. It would work fine with your router.

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

edwardckl — Sat, 29 Jun 2024 10:59:05 GMT

Hi Darren,

By the way, can EE TV Box Pro support 3rd party router?

Edward

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

DarrenDev — Sat, 29 Jun 2024 17:48:30 GMT

The EE TV Box Pro and EE TV Box Mini may work with some 3rd party routers that support multicast and are configured correctly, however they're not supported - any issues you have with them cannot be assisted by the helpdesk.

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

edwardckl — Sat, 29 Jun 2024 19:47:54 GMT

Hi Darren,

Thank you for your reply. May I know what configuration is required for 3rd party router?

Kind regards,

Edward

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

DarrenDev — Mon, 01 Jul 2024 13:44:35 GMT

See my previous comment - it needs to be configured to correctly support multicast. Every router does that differently, and we cannot supply instructions for any of them. There have been many discussions on the BT forum over the years - you find someone has already tried with your specific hardware.

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

edwardckl — Tue, 02 Jul 2024 15:29:58 GMT

Hi Darren,

Thank you very much for your help.

I am seeking for the help from my router support and have some queries that would like to ask EE TV technical support. May I know how to get email support from EE TV Technical Support?

Kind regards,

Edward

Re: New to EE TV (EE TV Box Pro) - with IPC6023 error

DarrenDev — Tue, 02 Jul 2024 15:32:47 GMT

This isn't something we can offer I'm afraid @edwardckl - we only support routers provided by BT / EE.

You're welcome to ask your questions on the BT forums, where you may find others in the community have already found the answers.