Cannot Select from Channel Guide

[Dmella]

I have  new TV Box Pro, and all of the Apps are working fine - all over Broadband with no aerial connection.

I can see all of the channels on the Guide, and the list of programmes, but if a select a programme, I receive a black screen and then a IPC6023 “There’s a problem with your Broadband” error.

To confirm I can access all of the programs via their individual apps but not via the guide.

Also, if I watch a programme using the relevant App, then turn off the box, then go back in, I immediately see the same error message for that channel.

I am connected to my Smart Hub SH40J via a Smart WI-FI SW40J. I have tried a WI-FI and currently an ethernet cable to the Smart WI-FI. Bandwidth available is over 200mb.

Can anyone help resolve this please?

[Peter_W]

Good afternoon @Dmella.

Welcome to the EE Community 😊

What exactly is happening when you're trying to select from the channel guide, and is it all channels affected here?

The channel guide will show programmes that have already finished within the current time window, and selecting these will usually direct you to catch-up when available. 

There's a blue line that runs down the guide showing what's playing live, and selecting any of these programmes should take you to live TV.

Peter

[Dmella]

Thanks for the prompt reply Peter

All channels are affected. I have not been able to watch a single programme via the Guide.

 I press the What’s on TV / guide button. I see the numbers and names of names of all my Channels [001 BBC1 etc etc including the TNT and Sky channels.

I can see the names of all of the programs, and the blue line.

When I select a programme covered by the blue line I see the Programme Name and number as you’d expect but just black behind it. The screen stays black then displays the error code I have mentioned, with a Help / Back choice. 

If I choose back I still get a black screen, but if I press the remote control home button I go back to the home screen to allow choice again

David

[Peter_W · Accepted solution]

Thanks for explaining all of that for me @Dmella.

Oddly enough when your original post came through I was only seeing the title of the thread rather than the main body of text, but this is all showing for me now 😊

IPC6023 can mean a number of different things, but usually relates to an issue with the configuration of your Hub or account.

Have you tried doing a full reset on your WiFi since encountering these issues? 

If that doesn't make any difference, then it's most likely something our technical team will need to help investigate further for you.

Peter

[Dmella]

I upgraded my EE Hub and Extenders to the Pro version after only having them installed for two weeks just in case the WIFI network itself was at fault. So yes it was reset by replacing them all.

The same error occurred with the previous and now the Pro version

David

[Ritu_D]

Hi @Dmella 

Thanks for explaining what you have tried, I'm sorry you are still experiencing issues. 

Have you managed to speak with our technical team? You can find information on how to contact them here Contact Us To Request Technical Support 

Thanks 

Ritu 

[Dmella]

I have spoken to technical support (in Newcastle) and they have sorted it out. 

There was an error in the account channel settings on the central system - nothing to do with the broadband or the local box.

Hopefully this might be useful for anyone else who has the same issue in the future

Thanks for your help

David

[Peter_W]

Thanks for the update @Dmella.

I'm really glad to hear that our team managed to get this sorted out for you!

You take care,

Peter