EE TV Box Pro – IPC6023 Error Despite Full Troubleshooting

[Thessalus]

Hi all,

I’m getting the IPC6023 error on my EE TV Box Pro, which I understand is related to multicast streaming.

Here’s what I’ve tried so far:

• Restarted the EE TV Box Pro, EE Hub, and any related devices
• Checked that all equipment is either EE or BT supplied — no third-party routers or mesh systems
• Used a direct wired Ethernet connection between the TV Box and EE Hub
• Performed full factory resets on both the hub and the box
• Verified all software and apps are fully updated
• Reduced network load to rule out congestion
• Checked FTTP mode on the hub is correctly configured

Despite all this, I’m still getting the IPC6023 error. I haven’t contacted EE customer support yet, as it’s currently outside of hours, but I’m beginning to suspect this may be an issue with multicast delivery on EE’s side.

anyone else got any ideas?

Thanks in advance for any help or insights.

[zulu17]

Hi @Thessalus 

is this occurring on a brand new installation or has it started to occur on a previously working setup  ?

[Thessalus]

Ive had new fiber to premesis from BT and the EE TV Box since the end of Jan this year

There was no precursory event, my little boy was watching a cartoon on BBC iplayer, when my wife went back to the main menu and pressed guide to search and go to live tv non of the live channels would connect all show the same error IPC6023.

[Thessalus]

I should clarify it worked since it was installed until today.

[manatarms84]

If you have done all those steps above it is likely to be something in the exchange effecting the multicast as you say.  I would call EE and they can get this looked into:

Contact Us To Request Technical Support for EE TV | EE

[Thessalus]

So my problem is resolved, I had an engineer booked in, before that there was some work carried out on the street by an openreach engineer yesterday, i tryed it again after they had finished and it was working again so i guess it was fixed as a result or it just started working again through no action of my own.. would be nice to know what changed but some things were just not ment to know 🙂

[amyenj]

Hi,

I’m having the same issue. Did you get this resolved?

[Thessalus]

Just to clarify the issue didn’t seem to be anything on my end. I’m not 100% certain, but I suspect it was related to EE/BT, as I noticed engineers working in the area around the same time. The issue resolved shortly after that, which might just be a coincidence, but I doubt it.

I ended up cancelling my own engineer appointment since the fault had cleared. However, I’ve started to notice other problems since then, for instance, the box has begun switching itself on during the night. I haven’t traced the cause of that one yet. For now, I’ve found it easier to just switch it off at the socket overnight.

[Ghosking · Accepted solution]

Hi all,     i had this issue and  managed to solve it  - cannot say this will work for all but below was my fix  (I have 3 EE TVs all Ethernet cabled and using internet for 2  TV (one  via aerial). Have an EE router and fttp 1 gb

For my setup I had some network switches (hpe1820s) as well as the EE router  - these switches and lack of capabilities in the EE router caused the issue for me. This was due to the switches and the EE router not having a  igmp querier functionality / capability and the switches not able to handle igmp v3 (they can only do v2). So upgraded one switch to a Cisco sg300 10 port managed switch (eBay £35) configured igmp so this switch then picked up the igmp querier role and set igmp v3 . Rebooted EE TVs and router and all good so far ! Not tried WiFi yet but it's been 2 weeks and no IPC errors since.

[Thessalus]

Nice insight Ghosking! I get where you're coming from, I found the error came back again for me, so like you, after a bit more tinkering i replaced my unmanaged router and it worked but i wasnt sure that was the real reason for the fix.

But it sounds like the EE TV box uses multicast to stream live channels, and that needs proper IGMP support from your network gear.

So If you're using extra switches (especially older or unmanaged ones like i was), or mesh/powerline stuff, they might not handle IGMP properly, & could be a possible cause of the IPC6023 error. (EE’s own router doesn’t seem great at managing it either!)

You fixed it by using a properly managed switch (Cisco SG300) that supports IGMP v3 and acts as a “querier” that tells devices how to handle multicast. and once you did that, it all worked fine. Awesome!

So it looks like if your setup’s a bit more complex than just a router & TV box, it’s worth checking if your gear can handle multicast properly! thanks for the info!