topic Re: TV Box Mini Issues in TV

TV Box Mini Issues

norwoody — Tue, 09 Jul 2024 21:54:30 GMT

I’ve been on the new EE TV for just over a month now after some teething issues with the Apple TV box. I’ve been having trouble with frequent connection drops and tv channels not loading on the EE TV mini box I have in my second bedroom. When this happens I’m forced to unplug and turn on the box to get it going again.

I have the smart hub plus downstairs in the living room and a smart WiFi plus mesh unit upstairs, so there should be no issues with WiFi coverage. However whenever I check, on the TV mini box it complains about poor WiFi strength despite every other device in the same room having no issues at all.

Please advise? As these issues are happening on a daily basis.

Re: TV Box Mini Issues

norwoody — Fri, 12 Jul 2024 20:11:34 GMT

To add, the error seems to be IPC6023. From reading around this suggests a multicast issue. However, I'm using the EE provided router and smart hub so not sure what the issue could be?

Re: TV Box Mini Issues

DarrenDev — Sat, 13 Jul 2024 09:01:42 GMT

IPC6023 just means any network error that is preventing the multicast packets from reaching your TV Box - it's unable to differentiate between all possible reasons why.

There's a speed test facility in the Netflix app - from the menu, select Get Help (at the bottom), and then Check your network. What does this report for speed?

Also, you've mentioned that other devices in the same room work OK, but have you checked from a device down near where the TV Box Mini is? There could be local interference.

One final suggestion - are you using the HDMI cable that came with the TV Box Mini? It's shielded, meaning it won't cause interference - if you're using a cable of your own then this could be affecting the WiFi.

Re: TV Box Mini Issues

DarrenDev — Sat, 13 Jul 2024 09:07:33 GMT

One other thing you could try is connecting the WiFi extender directly to the TV Box Mini with a cable - the TV Box Mini WiFi will then be eliminated from the equation, and the extender will handle all the WiFi communication with the Smart Hub. You can move the extender as far away from the TV Box Mini as the cable will allow, potentially putting it in a better location for signal.

Re: TV Box Mini Issues

norwoody — Sun, 14 Jul 2024 14:14:22 GMT

Hey @DarrenDev thanks for the replies.

I'm using the original HDMI cable that came with it
No issues with over devices in the same location as the mini box
Unfortunately I can't hardwire the box to the WiFi plus as that's in a different room to the one the TV is in
Also aside from the IPC6023 error the box seems to periodically lose connection and be unable to see any WiFi network at all including mine unless unplugging from mains and plugging in again. Scanning for WiFi networks brings up zero matches until the device is restarted.

At present I'm needing to restart the mini TV box at least once a day.

Re: TV Box Mini Issues

DarrenDev — Mon, 15 Jul 2024 15:34:55 GMT

Thanks for the extra info @norwoody

To debug this one further, we're going to need some specific information from your TV Box Mini. Could I ask you to please email me at tv.apps@ee.co.uk so that I can provide instructions on how to get some advanced diagnostics from it.

Re: TV Box Mini Issues

norwoody — Mon, 15 Jul 2024 15:37:54 GMT

Thanks @DarrenDev have emailed now.

Re: TV Box Mini Issues

norwoody — Mon, 19 Aug 2024 17:18:43 GMT

Hello again, I'm still having this issue - I've sent across diagnostic information as before.

Re: TV Box Mini Issues

Ali_A — Tue, 20 Aug 2024 14:32:25 GMT

Thanks for joining us on Community @norwoody

The IPC6023 error code is a result of the TV box intermittently losing connection as you've mentioned. This is likely to be down to the distance between the TV box and router not being at the optimal distance.

As DarrenDev suggested, have you had the opportunity to place the Smart WIFI extender next to the TV box to see if this resolves the issues?

If this is not suitable you can contact Customer Service team who can look at either supplying another WIFI extender as part of your package or an alternative solution such as Power-Line adapters.

Ali

Re: TV Box Mini Issues

DarrenDev — Tue, 20 Aug 2024 14:54:28 GMT

Just to update this discussion - there appears to be a bug with the TV Box Mini and the EE Smart Wifi extender not always playing nicely together. @norwoody has been providing extended diagnostics information to help with the investigation.

Re: TV Box Mini Issues

Ali_A — Tue, 20 Aug 2024 15:35:15 GMT

@DarrenDev Thanks for the update, this is useful to know. I'll get this passed back to the team to be aware.

Ali

Re: TV Box Mini Issues

norwoody — Tue, 27 Aug 2024 14:20:42 GMT

Thanks both.

@DarrenDev, I've sent some more details across this morning, getting a different issue with the tv box mini wired into the smart wifi plus.

Re: TV Box Mini Issues

Lindsey1992 — Thu, 05 Sep 2024 18:38:45 GMT

Has these issues been resolved? If so how as my mini tv box will not connect to Internet. It was working fine first few days and now being a pain. I'm seriously considering getting rid 🤔

Re: TV Box Mini Issues

DarrenDev — Fri, 06 Sep 2024 06:25:22 GMT

@Lindsey1992 we're aware that some customers with the TV Box Mini may experience issues with WiFi when connected to an EE Smart Hub. A fix is due to be rolled out soon (I've asked if I can provide a date - I'll update here if I can).

In the meantime, I'm afraid the only known workaround is to reboot the TV Box Mini.

Re: TV Box Mini Issues

Greenback1066 — Sat, 14 Sep 2024 20:12:58 GMT

I'm also having a issue of a glitch/pixulation every now and again with my EE TV Mini box connected to a Pro box by way of Wi-Fi, with the Mini box connected by Ethernet by way of a TP link wifi adapter which the Pro box as also got a TP link connected by a Ethernet cable,the distance between the Smart Hub to the Mini box which i have in my bedroom is around 15 metres,i do know that i should have everything connected by way of having it hardwired ethernet,but for me don't want cables running through the property.I was told when i phoned that by having the TP link plugged into a extension would most likely be the cause of the glitches,and the only two ways would be to have it hardwired or have Complete Wi-fi by way of discs at a monthly cost.Also i was given a new Mini box by way of post around 2 months ago and did not solve the issue.Any help appreciated.

Re: TV Box Mini Issues

Midnight_Voice — Sat, 14 Sep 2024 21:19:22 GMT

@Greenback1066

You were told correctly.. 15 metres is too far; 5 is the EE TV recommendation. Though it would be worth looking at the WiFi strength in the bedroom, maybe on a mobile phone, or maybe you can interrogate the TPlink over its web interface, see if the signal is weak, and bears out what EETV say.

Also, by using the TPlink adaptors, you are introducing third party equipment into the mix, which EETV politely decline to support.

I’m familiar with the idea of using a TPlink, and successfully ran a DTR-T4000 YouView box over one for years, first in one house, then in another, completely without issue. But I wasn’t trying to use the Multicast that EETV depends on, so that might have been quite a different story.

By the way, your description is inaccurate; the Box Mini is connected to the router, and the Box Pro is also connected to the router, but the Box Pro and Box Mini aren’t connected to one another at all. I mention this only in case some part of your problem is based on this misapprehension; but I can’t think of any way that it is.

Re: TV Box Mini Issues

Greenback1066 — Sun, 15 Sep 2024 07:56:55 GMT

Thanks for replying back @Midnight_Voice,in your reply back you forgot to mention part of the problem with glitching and pixulation of picture may lie in the fact that i have the TP link plugged into a extension socket on the wall in the bedroom which is four socketed,causing interference on the signal,anyhow that's what i was told by a BT phone operative.Also seems strange when EETV sent me the 2 TP link adapters by post when you say they kindly decline to support this.May have to go the way of having Complete Wi-fi with discs,and also getting shut of the extension and having a plug socket fitted in the bedroom where the Mini box is.

Re: TV Box Mini Issues

Midnight_Voice — Sun, 15 Sep 2024 13:00:43 GMT

@Greenback1066

I believe the problem with extension sockets and TPLinks is that some extension sockets have mains protection gubbins which regards the TPLink signal as noise on the line and cleans it off. And rather than go into this fine distinction with customers, better to issue a blanket ban.

But if you are worried about the extension socket, try just having the TPLink straight into the wall, or at least into one of those ‘block’ multi-way adapters that you can put the extension lead into another side of.

Though it sounds like your TPLinks aren’t WiFi adapters at all; instead they are PowerLine Adapters, a rather different beast that sends signals over the mains, not WiFi, which EE TV may well have supplied you with. How long ago, by the way? BT TV, certainly, have rather disowned their earlier PLAs, though recent ones should be OK.

Re: TV Box Mini Issues

AlexEdwards — Thu, 10 Oct 2024 18:20:16 GMT

@DarrenDev is there any update on this topic?
I am connected via Ethernet with speeds of 100+Mbps. Nevertheless I cannot watch Live TV on my EE TV mini boxes. It stutters every 10 / 15 seconds, occasionally showing me the error “IPC6023”. All other apps on the box work perfectly fine such as Netflix, Discovery+. Really really frustrating, this hasn’t been an issue until recent months.

Re: TV Box Mini Issues

JC1967 — Mon, 25 Nov 2024 19:11:11 GMT

We have the same issue, new customer to EE broadband and EETV. The Mini box drop’s the WiFi connection regularly. The TV itself doesn’t - just the box, suggesting it’s not the signal that’s the issue.

The Echo dot on the other side of the same room also stays connected throughout

If I reset the box by switching the power off it all comes back again - but it’s poor really.

Had no issues previously with our 2nd VM box maintaining the WiFi connection, needed a wifi booster when we had Sky, but the EE and VM wifi is stronger throughout the house than Sky