topic Re: IPC6023 Error in TV

IPC6023 Error

mcgall05 — Wed, 15 Jan 2025 16:38:59 GMT

I've had IPC error on tv since i got ee broadband and tv in November, spoke to EE multiple times, spoke to TMC multiple times, replaced tv box. On weekend had 3 engineers out which broke my broadband. Broadband is back up today and get the same error code IPC6023. All channels work fine for a minute or 2 then freeze and then the error comes back on. Broadband and equipment is all EE, router is a couple of meters away from tv box, no aerial so it's all through multicast, which appears to be the problem. Is there anything else to try or, given its been 2 months and nobody can fix, do I have to admit defeat and seek a different option for live TV?

Re: IPC6023 Error

Peter_W — Wed, 15 Jan 2025 18:47:06 GMT

Good evening @mcgall05, welcome to the EE Community.

Just to check first of all, how is it your TV box is connected to your hub?

If this is wireless, could there be anything nearby that's causing interference?

Peter

Re: IPC6023 Error

mcgall05 — Wed, 15 Jan 2025 20:55:55 GMT

It's a wireless connection via smart hub and smart wifi. I've tried it connected via smart wifi ethernet cable but same error. Nothing I can think of that would cause interference.

Re: IPC6023 Error

Midnight_Voice — Wed, 15 Jan 2025 22:09:59 GMT

@mcgall05

Channels working fine for a minute or two and then freezing suggests the issue is at your property; when it’s EETV’s end at fault, the multicast generally doesn’t start at all.

The usual reason at the customer end is that there is some network equipment in the loop, not provided by EETV, that doesn’t understand the multicast, or, if it should do, isn’t correctly configured for it.

Do you have anything like that there - a mesh system, a range extender, PLAs not sanctioned by EETV?

If you do, take them out of the equation, and see if things improve,

If they do, but you really want or need to keep using such equipment, EETV won’t help you; they only support sanctioned equipment, a policy that I think makes perfect sense,

But come back here with a model number or numbers, to see if we fellow customers can help you get them configured correctly,

Re: IPC6023 Error

mcgall05 — Thu, 16 Jan 2025 08:20:00 GMT

@Midnight_Voice

The only network equipment is ee smart hub and ee smart wifi. Connecting to this is usual phones tablets etc.

I've had the issue of no tv channel appearing at all for a few weeks before this weekend. Since broadband went down and was fixed I'm back to getting tv channel for couple of mins before the error appears. If I get error on one channel I can change to another get tv but again after a minute or two the Ipc6023 error comes back

Re: IPC6023 Error

Peter_W — Thu, 16 Jan 2025 10:53:48 GMT

Thanks @mcgall05, you mentioned that the Hub is in good range of your TV box.

We wouldn't expect you to do this permanently, but can you please try turning off the Smart WiFi and try connecting just to the hub by itself?

It should absolutely work if you have the Smart WiFi Mesh setup, but it's worth testing with this off just so we can rule it out as a contributing factor.

Peter

Re: IPC6023 Error

mcgall05 — Fri, 17 Jan 2025 11:35:28 GMT

@Peter_W , I've tried with just the hub and same result. I've got a mini box too but haven't tried setting that up yet due to error with main box. Is it worth trying that in a different room or does the mini connect via the main box (like sky)?

Re: IPC6023 Error

Peter_W — Fri, 17 Jan 2025 12:08:13 GMT

Thanks for giving that a shot @mcgall05, that's ruled out the Smart WiFi being the cause in this case.

It's certainly worth a try with the Mini Box to see if this still has the same issues, I don't believe this requires the Pro box to be active at the same time.

You can find all the details on how to set this up here:

Set up your EE TV Box Mini | TV and Sport Help | EE

Peter

Re: IPC6023 Error

Emma7577 — Sat, 18 Jan 2025 19:38:47 GMT

Hi do you still have this issue or did you find a solution?

We had ee broadband and TV fitted yesterday and are having exactly the same issue as you, we cannot watch live TV for more than 2 minutes without the freeze and the error ipc6023.

We've tried everything you have tried too. An engineer is coming on Monday but I have a bad feeling they can't fix this😓

Re: IPC6023 Error

mcgall05 — Sat, 18 Jan 2025 20:18:04 GMT

Hi @Emma7577

No, issue has not been resolved. I've had the issue for 2 months now. I was told lots of people have this issue, not sure if others take as long to fix or even if they get fixed.

Good luck!

Re: IPC6023 Error

Midnight_Voice — Sat, 18 Jan 2025 22:28:21 GMT

@Emma7577

Read my posting, five above yours. It discusses this situation. Does anything there ring a bell?

Re: IPC6023 Error

Emma7577 — Sun, 19 Jan 2025 15:06:18 GMT

Hi @mcgall05

Oh no. Doesn't look very hopeful then. I think if he can't fix it tomorrow then we may back out of the contract whilst we are in the cooling off period.

I'll let you know how we get on and maybe there might be something that can help us both

Re: IPC6023 Error

Midnight_Voice — Sun, 19 Jan 2025 15:39:13 GMT

@Emma7577

The cooling off period is supposed to allow you to evaluate the service, among other things.

I think now EETV know you have this issue, the cooling off period should be suspended while they are trying to fix it, for the benefit of EETV as well as you.

Fix times, though, can vary from one day to a scarcely believable 67 and counting. My deadline would be 30 days, and I’d ask that TV billing be suspended unless and until it works,

Crossed fingers for you on Monday, as an engineer coming is the right thing; as above, multicast working for a minute or two, rather than not at all, usually means that the problem is at your end, and not on EETV’s servers or the cabling to your property.

Re: IPC6023 Error

CustardCreams — Mon, 20 Jan 2025 09:40:39 GMT

I've had the same issue since 5.11.2024 (77 days, 52 business days) and no resolution as yet. I receive 4 minutes of live tv and then the error occurs. The apps work as normal but I'm unable to record as you may wish/like to do so. The issue is with TMC since November however updates are generic and infrequent. I'm really not sure how long this will go on for tbh.

Re: IPC6023 Error

mcgall05 — Mon, 20 Jan 2025 10:08:08 GMT

@CustardCreams you've had the issue about 2 weeks longer than me, doesn't seem like they have a clue how to fix it. Also terrible customer service experience given that it goes to TMC and you then have no way of contacting to get an update on what is happening. Even the poor guys in EE customer service seem frustrated with this particular error.

Any idea where I stand on getting the tv and broadband cancelled? Broadband works fine but if I want a different tv solution with another company I'll get a better deal and service guarantee if I take the package. I was with sky and it was more expensive but at least it worked

Re: IPC6023 Error

Midnight_Voice — Mon, 20 Jan 2025 15:12:36 GMT

@mcgall05

I don’t think EE would argue about letting you go. The industry standard seems to be that 30 days - elapsed, not business - should be long enough to give them a fair opportunity to fix it.

And if they haven’t, then they are in breach of contract; after all, they have contracted to give you a service, and they haven’t been able to deliver it.

Oh, and your broadband isn’t fine. Despite Openreach trying to say that multicast is an EETV thing, it isn’t, it’s part of your broadband, so if it’s not working, your broadband isn’t fine,

And given that you may only have taken BT/EE broadband because EETV requires it, I don’t think they could hold you to it, even if it were perfect, if EETV isn’t working.

If sometimes the best customer service that EETV can offer is letting the customer go, it’s very regrettable, but it’s still a positive step 😢

Re: IPC6023 Error

CustardCreams — Mon, 20 Jan 2025 15:18:53 GMT

Thanks MV, I'd much rather they fixed the problem prior to doing so. If they cannot fix it then why not? Others will no doubt have experienced this same problem but have had resolutions I believe? Appreciate not one fix solves all of course not but this is a little poor to say the very least.

At the very least inform me they cannot resolve it, instead of infrequent updates by SMS that appear generic in wording and all it states is that investigations are 'ongoing'. I received a phone call once, right at the very start of the problem, but nothing since. How do I cancel?

Re: IPC6023 Error

Midnight_Voice — Mon, 20 Jan 2025 15:41:26 GMT

@CustardCreams

Of course, wouldn’t we all, for your sake, and EETV’s sake, and our sakes? And if they fixed it, you wouldn’t need to quit.

But are they ever just going to throw their hands up, and say they can’t fix it? And where’s the pressure on them?

If you hadn’t got any broadband, then EE would be on the hook for nearly £10 a day until they fixed it. But EETV doesn’t work for you, and there’s nothing like that, the best you can hope for is at least not to have to pay for the service you aren’t getting.

Maybe you could argue that because multicast is the problem, and multicast is part of the broadband, then your broadband is broken, you want the £10 a day, and EE now owe you several hundred pounds, which is clocking up every day they go on without fixing this? 😛

Re: IPC6023 Error

CustardCreams — Mon, 20 Jan 2025 17:54:10 GMT

I may have to reluctantly proceed down this path sadly. Is the £10 per day essentially the Auto Compensation rule of £9.76 to which you refer MV?

Re: IPC6023 Error

Emma7577 — Mon, 20 Jan 2025 19:12:35 GMT

@mcgall05 @CustardCreams @Midnight_Voice

So the engineer could not fix the issue. Installed a new TV box, a new hub...issue persists.

He said there must be an issue with the account set up. Spent 40 mins on the phone and they have checked the account, all set up 'correctly'.

We've tried changing the IP address from dynamic to static, no change.

Apparently the TMC are going to look at this in 2 days time but if we have no resolution by Thursday then we are pulling the plug.

I can see you've all had months of issues. I'm not going to last that long.

Could I ask MV if you could explain the multicast element a bit more? We had sky before and not on full fibre.