Continuous IPC6023 errors

[matt_r1]

Hi,

We've recently had EE broadband installed with TV included.

The Internet is good, but the TV not so much as we keep hitting an IPC6023 error and we've tried a few things:

1. Restarted the hub,
2. Restarted the openreach fibre box as we have fibre lines,
3. Restarted the TV box,
4. Restarted the powerline adaptors,
5. Connected via wifi instead of wired,
6. I switched everything off waited and back on,
7. Reset the TV box from the settings

We're left out of options here on what to do next as we've installed all the items provided in the kits and are unsure how we would organise a technician to come out and resolve the issue.

Any advice is appreciated.

[DarrenDev]

Does the TV sometimes work but then eventually fail with IPC6023? Or does it never work?

You're using powerline adapters - this isn't something we offer anymore, as they're not the best option. 

You say you've tried WiFi - does this work at all? Or does it work for a while and then eventually fail?

[matt_r1]

Hi, 

Good to know about the adaptors but as for WiFi we get content for a while then it breaks. 

However we don't get issue with apps like Netflix though just any TV channel. 

[DarrenDev]

The TV channels operate at a fixed quality level - if the available bandwidth drops below a threshold, the channel will stop.  In all the apps, the quality adjusts to suit the available bandwidth.

The Netflix app on the box has a network speed test within the help section.  The next time you see the IPC6023 error, could you please give it a try?  Then go back to the channel to see if it starts working again.

[matt_r1]

Hi, 

Just ran into the error again, seems almost every 15 mins at this point. 

Did a network check via Netflix app:

• Internet Connection OK
• Netflix Server 1 OK
• Netflix Server 2 OK
• Connection speed: 141.55Mbps

The above seems to suggest it should work OK?

The chanel does resume. 

[matt_r1]

Seems the error is still continuing, is it possible to get an engineer out to review? 

[DarrenDev]

An engineer is unlikely to be able to help, as the issue is intermittent - they're not trained to investigate issues like that. I'll ask a colleague on Monday to see what options we have to diagnose what's causing your dropouts.

[jimtig]

I have exactly the same problem