topic Re: Error code IPC6023 in TV

Error code IPC6023

CustardCreams — Tue, 05 Nov 2024 22:50:18 GMT

Does anyone know what the error code IPC6023 may mean and what I can do to try and fix it please? Have to wait a week for an engineer to visit. Live tv is a blank screen. Apps and broadband working as normal. Very strange. Thanks in advance for any assistance.

Re: Error code IPC6023

Midnight_Voice — Wed, 06 Nov 2024 08:25:12 GMT

@CustardCreams

It is EETV’s Achilles Heel - a failure of Multicast, the special technique by which the EPG channels (above 300 in Aerial Mode, all of them in IP Mode) are brought to you.

That’s why the apps, and the ordinary broadband is unaffected for you; it’s unicast, and that is working fine.

As regards fixing the multicast error, there’s about one thing and one thing only you can do, which is not to use any third party equipment; keep it pure EE/BT from your router onwards, no Google mesh, Xytel, TPLink equipment and so on.

And the problem is often a misconfiguration at EETV’s end; have they eliminated this possibility before deciding to send an engineer out, as he can only fix EETV problems from your cabinet onwards into your house? And bringing you a new Box probably won’t do a blind bit of good.

The idea behind multicast is good; instead of having to send the stream for a live channel to everyone individually, which is unicast, they just send out a single stream which everyone taps into, multicast, for an enormous saving on bandwidth.

But there are many many more ways in which multicast can go wrong than unicast, and you have suffered one of these.

The new EETV Apple Box doesn’t use multicast; whether or not it technically could, EETV certainly decided that it was going to be less of a problem for them if it didn’t, or at least not that much of a problem, despite all the extra bandwidth it entails. Go figure…. 😢

Re: Error code IPC6023

CustardCreams — Wed, 06 Nov 2024 11:08:15 GMT

Hi Midnight Voice, thank you for your reply and for the detailed explanation. Worked perfectly for 1 month and now all of a sudden nothing. Unicast modes all work as you state. I've an engineer booked in for a weeks time, is there anything I can do prior to that or is it a case of just wait and to hope for the best that the engineer will be able to resolve my issue? Thanks again.

Re: Error code IPC6023

DarrenDev — Wed, 06 Nov 2024 11:18:16 GMT

Does it not work AT ALL? Or does a picture appear, but then fail?

If you're getting nothing at all then reboot everything - the EE Hub, the ONT (white box on the wall if you're on Fibre), the TV Box, any WiFi extenders or Powerline Adapters, etc. If it's an option for you, then I recommend turning off the power to your whole house at the main switch - just for a few seconds (you may need to set the clock on the oven/microwave again).

If that doesn't fix it, and you haven't changed anything (e.g. swapped the EE Hub for something else, or added your own WiFi repeaters), then the fault is likely to be outside of your home - not something an engineer will be able to fix on site.

If the picture appears but then fails, the issue is the connection speed between your TV Box and EE Hub. Can you use a direct connection with a cable? If you're using Powerline Adapters then turn them off and on again (both ends). If using WiFi, can you boost the signal? e.g. move the Hub and TV Box so they have less interference/obstruction around them.

Re: Error code IPC6023

CustardCreams — Wed, 06 Nov 2024 11:27:56 GMT

Hi Darren, live tv does not work at all as in no picture just a blank screen. As a new customer I only have the Hub and TV box to date that are side by side to the front of the property and in close proximity to the ONT box on the wall. I haven't reset that yet so that is something to try for sure. Thanks again for the response, it worked perfectly for the first month and now all of a sudden this persistent error message which I can see from other posts is quite common.

Re: Error code IPC6023

Midnight_Voice — Wed, 06 Nov 2024 12:22:55 GMT

@CustardCreams

I have little to add to @DarrenDev‘s comprehensive reply except to wonder if you should ask EETV whether the arrangement to send an engineer in one week was based on them checking there was nothing they needed to do in-house to check that the problem wasn’t at EETV’s end.

And if it wasn’t based on that, then could they kindly arrange for the in-house check as well?

Re: Error code IPC6023

DarrenDev — Wed, 06 Nov 2024 12:34:38 GMT

This thread has been noticed by the right people, and the fault is confirmed to be outside your home @CustardCreams - someone will be in touch when it's fixed.

Re: Error code IPC6023

CustardCreams — Wed, 06 Nov 2024 13:23:56 GMT

Brilliant, thanks Darren much appreciated. I shall hang on and wait patiently. Thank you for your assistance.

Re: Error code IPC6023

CustardCreams — Thu, 07 Nov 2024 12:02:39 GMT

I'll keep this post open until I receive confirmation that the issue outside of the house has been resolved. I'm not sure if the Engineer visit scheduled for next Tuesday will be for this specific issue or if it will take place at all now it is confirmed the fault lies outside of the property.

Re: Error code IPC6023

Midnight_Voice — Thu, 07 Nov 2024 23:00:03 GMT

@CustardCreams

Run yourself a nice hot bath, and let EETV worry about sorting out the mess they have made of your setup 😛

Re: Error code IPC6023

CustardCreams — Sat, 09 Nov 2024 10:33:08 GMT

I will do thank you, no resolution as yet however it seems a common problem so no doubt they are busy. I have had a fault reference sent from EE so I'm sure it is in hand and I'll hear something soon hopefully.

Can I ask I have taken delivery of a Smart Hub Pro and Smart WiFi Pro as the WiFi wasn't great in the old house that I have. Shall I leave the install until the error is resolved or will it not matter and I can go ahead without worry?

Re: Error code IPC6023

DarrenDev — Sat, 09 Nov 2024 11:39:22 GMT

No harm in setting up the new equipment @CustardCreams - just make sure you connect the TV Box to it straight away too. It helps with diagnosing the issue and confirming the fix.

Re: Error code IPC6023

CustardCreams — Mon, 11 Nov 2024 12:13:10 GMT

Thanks Darren, I have installed the Smart Hub Pro as of this morning. The EE Tv worked for a few brief moments then froze and displayed the same IPC6023 error message. My hopes it had been resolved were sadly dashed very quickly.

Hopefully this case will remain open until a resolution is actioned. Thanks for your help.

Re: Error code IPC6023

DarrenDev — Mon, 11 Nov 2024 16:14:40 GMT

@CustardCreams eeek - working for a few seconds and then stopping usually means the fault is now inside the home. The fault previously diagnosed was a total failure, which was with openreach to further diagnose. I haven't had any updates since raising it, but it sounds like openreach have done their part. I'll make sure this update is known.

Re: Error code IPC6023

CustardCreams — Mon, 11 Nov 2024 17:07:17 GMT

Thanks Darren, to update on today's proceedings:

I installed Smart Hub Pro & Smart WiFi Pro

Following install I had live TV picture for a 10-20 seconds before the error message displayed again IPC6023

BT Engineer (Guz) visited the property (ahead of scheduled visit tomorrow) and was happy that all equipment within the property had been installed and was operating correctly. Live TV worked for approx. 2 minutes before usual error message.

Engineer (Guz) made a note for an Openreach engineer to visit.

Phonecall from an EE guide this afternoon who stated no issue was showing on the exchange at EE end and was convinced it is a 'broadband' issue and an 'inside the house' fault. We then rebooted all equipment possible, we then had Live TV for around 8 minutes and thought we may have finally cracked it before the dreaded error message appeared once again!

I've an appointment now for an Openreach engineer to visit on Wednesday 13th November.

Hope that helps to update and thanks again for your help.

Re: Error code IPC6023

CustardCreams — Wed, 13 Nov 2024 12:37:03 GMT

Update: 13.11.2024 Error code:IPC6023

1 week since issue first reported.

Awaiting a visit from an Openreach engineer booked for today between 8am and 1pm. Nothing thus far with half an hour to go.

EETv tested again at 12.30pm, live picture and sound for 4 minutes and error message displayed at 12.34. Average is around 4 minutes but has been as short as 2 minutes and longest was for 8 minutes.

Super Wifi Hub and Wifi Pro installed and fully operational.

Not sure if issue is inside or exchange outside as I have had conflicting information.

Re: Error code IPC6023

Peter_W — Wed, 13 Nov 2024 14:17:01 GMT

Thanks for the update here @CustardCreams.

Have you heard anything further from the engineer following this post?
If you've still not seen anyone arrive, I'd definitely recommend reaching out to our team so we check over things at our end.

Peter

Re: Error code IPC6023

CustardCreams — Wed, 13 Nov 2024 14:51:32 GMT

Hi Peter, as feared the visit from the Openreach Engineer was completely pointless as all tests performed confirmed that everything is working perfectly with the Broadband into the house.

We again reset all of the equipment, OTP, TV Box and Router with an EE Guide joining us via telephone call to no avail. Live TV froze and the same error message was displayed after 4 minutes. I do not believe the issue is the Hub itself as I have had the same problem on 2 different hubs now I have installed the Super Wifi Hub.

I'm really fed up with it now to be honest as nobody seems to know what is causing error code IPC6023 to reoccur constantly or how to fix it. That's nearly all day I have waited in yet the problem still remains unresolved.

Thanks for your message however I am feeling just a little fed up with it all.

Re: Error code IPC6023

Peter_W — Wed, 13 Nov 2024 16:31:05 GMT

Thanks for confirming all of that, @CustardCreams.

This is never the way we'd want you to be left feeling, and I'm really disappointed that you weren't able to get things resolved with your appointment.

Were you advised on the next steps for escalating this after you weren't able to get this sorted out with the engineer or Guide on the phone?
Peter

Re: Error code IPC6023

CustardCreams — Wed, 13 Nov 2024 17:03:30 GMT

Hi Peter,

Following the engineer's visit I received a text to say the fault had been resolved however it of course hadn't been so I replied accordingly. The long story short answer is I am due a call tomorrow at 1.30pm from 'TMC' department who I hope will finally resolve the problem. The error code IPC6023 is still occurring. I can cope with it another day I am sure, thanks for your concerns it's appreciated.