EE Pro Box - Cannot stream live tv all apps work fine

[Beulah73]

New box can watch all apps fine - can see the live channels from the homepage - can see the guide, try to play then get black screen then an error saying broadband connection issue which isn’t the case - I reset everything tried wireless and wired connection - technical help didn’t help other than factory reset - reboot router, swap connections all of which I’d tried - could it be an exchange issue? I currently have a product I can’t use properly 

[DarrenDev]

I can confirm that your TV Box isn't receiving any TV (multicast) signal at all, and there no known issues with your area, which means a fault in one of at least 10 different places - it's going to need to be properly traced through all the systems.  The best option would be to contact the helpdesk, so that they can raise a fault.

https://ee.co.uk/contact-ee

[Beulah73]

This is the screen that shows  

[DarrenDev · Accepted solution]

Yes, that's normal - IPC6023.  That error means your TV Box couldn't receive the multicast signal for that channel.  The number of potential causes is large, and not something that can be diagnosed on this forum.

I've already ruled out the most common causes (those that I can diagnose or fix myself), and now it needs a specialist - by raising it as a fault.