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.

[Tvnotworking]

This is a problem when changing your subscription as it can’t handle what EE do with. Youview it needs a software upgrade as I’m on 2nd box in a couple of month 

[DarrenDev]

@Tvnotworking I'm not quite following what you're saying. Are you having issues?  There should be no need for software updates (other than the standard updates we release periodically) or box swaps - all our EE TV boxes should work fine when they're delivered.

[Tvnotworking]

My we box had blank screen did a reset didn’t work phoned ee tech they couldn’t get to work this is second time in as many months they are send out new box as yesterday down grade contract of what tv package and now box doesn’t work when package changes are done box doesn’t like it’s a **bleep**ing **bleep** show by yet another big company give them your money and get a poor service
Sent from my iPhone

[Tvnotworking]

When you change your contact the package to basic the box needs to do what ever and the you get black screen on tv Chanel’s with the error page first this needs to be looked at 

[DarrenDev]

@Tvnotworking the issue you're seeing (IPC6023) is unrelated to you changing subscription. It's a complex fault, with a number of potential causes either in your home, or across our network - swapping the TV box is unlikely to resolve it, and changing TV package would never cause it. I'm sorry that you're having such a bad experience - it's not normal.

[Tvnotworking]

Well that’s just about right had loads of problems with virgin spent 2 hours every Sunday sorting their sh1t out and gave them a bill which they paid but got fed up in the end not getting emails with concert tickets for
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[nffc1865]

I just stream TV over Wi-Fi and constantly get IPC6023  since installed.  What is IGMP ?  Could this be my problem do you think ?

Why do you need a switch ?

[Ghosking]

it was for me but I do have separate wifi and lots of devices etc.

What IGMP actually does -   IGMP lets devices on your network say:

• “I want to receive this multicast stream.”  
• “I’m done with this stream.”  
• “Who still wants this stream?”  

Why EE TV can fail on a “normal” home network

EE TV relies heavily on multicast for live channels. When the network doesn’t have a functioning IGMP querier or IGMP snooping, multicast traffic becomes unreliable or disappears entirely.

The root causes

1. No IGMP Querier on the LAN

IGMP requires one device to act as the querier — usually the router.

If your router or switch doesn’t run an IGMP querier, group membership times out and multicast stops flowing.

• Many consumer switches don’t include an IGMP querier, your EE router may not ???
• Some mesh systems (Deco, Eero, etc.) don’t forward multicast properly or don’t snoop without a querier.
• Result: EE TV boxes stop receiving multicast → errors like IPC6023.

So this might not be your issue, but   was for me and adding a switch and a IGMP setting within (IGMP querier) fixed it straight away.  - I have not had any IPC6023 since 

Is your EE TV box plugged directly into your router (ethernet cable) or via wifi ? 

[nffc1865]

Ghosking - what a brilliant response thanks so much.  IPC6023 has been a real pain for all the time i've been with EE.  My wife uis doing my head in for switching from Sky.  We have 3 TV boxes (1 black one about a foot long and 2 mini's).  We run all our 3 TV's via Wi-Fi and have a Plus (not Pro) router.  We also run my desktop over wi-fi, wife's iPad and i-phone, my android phone and probably 1 or 2 more devices like my solar inverter and Zappi electric car charger.

Do you think obtaining an IGMP querier and plugging it into my EE Router would solve my problems of TV's collapsing with IPC6023  ?  All our other devices work fine with no problems.

If yes, do you have any examples of a suitable IGMP querier i could buy.  I'm not very technical if this all sounds a bit daft.  I don't think a Cisco switch would help with my problem because my TV's wouldn't be hardwired into it.  Would i be correct in that assumption.  I'm thinking multicast is my problem.  Sorry for this idiocy on my part and thanks for your glorious response to my pretty poor initial post.  Steve

[MrMasher]

Just switched to full fibre. Anytime I have the tv box pro  on and use air cast to speakers it chucks the tv out. To the point where resets of all the kit won’t resolve it. I tried everything and then called ee. They passed me straight into technical who came to the same conclusion as me, the tv box was broken. New one received today, set up and still have issues. 
So now I’ve done a lot of research and used Gemini to assist me, the casting seems to be the issue. 
Apparently it is known about and software updates are being pushed. 

There is a known bug where the connection between the Hub 7 Pro and the TV box times out after about 4 minutes and 30 seconds. A long power cycle forces the Hub to "re-handshake" with the Openreach network, which can trigger any pending background fixes EE has pushed for this specific issue. 

The "Full Refresh" Sequence to force the update 

1. Unplug the ONT (the white Openreach box).

2. Unplug the Smart Hub 7 Pro.

3. Unplug the TV Box Pro.

4. Wait 30 minutes. (This ensures the "Multicast session" at the exchange times out and resets).

5. Plug the ONT in first and wait for the "PON" or "Optical" light to go solid green.

6. Plug the Hub in second and wait for the solid blue light.

7. Plug the TV Box in last.

I am currently switched off and trying this out. If it works I’ll update. If not I’ll be on the phone to RE tomorrow.