EE TV

[Turnbug51]

Hi

I switched from BT in August to the EE solutions for broadband and TV.  The kit included 2 x WifI Plus devices and 1 each of the TV boxes.  After some initial teething troubles the solutions worked flawlessly apart from the EE app telling one WiFi Plus devices was not receiving a signal from the router from time to time.  Full fibre was not then available to my house until recently.  On Wednesday Openreach installed full fibre 300.  It was a bit of a nightmare following the installation with having to reboot the router several times and having to do a factory reset on the WifI Plus devices.  It was only yesterday that the WiFi hubs all worked.  The EE app still telling me one hub is still not receiving a signal from the router from time to time.  (Beginning to think the hub is faulty or the app).  The unresolved problem is the TV boxes.  On each we can watch all programmes via the apps with no issues.  But we cannot watch live programmes from any broadcasters.  Error IPC6023 appears eventually. Obviously we can use the external aerial but this was not necessary before the switch to full fibre.  I called the Helpdesk yesterday.  After they did some tests it was suggested that the TV Pro box was connected to the router with the wrong Ethernet cable. I should be using a cable with red ends (we are using a cable with yellow ends).  I advised I had never been sent any red ended cables and how would this affect the mini box which is connected over WiFi.  No answer.  After 40 minutes with me getting more annoyed as the adviser did not seem to understand that there was no issues prior to switchover I was told the matter would be escalated to a technical person.  No timescale was given for resolution.

Can anyone suggest any steps I can take to resolve via self help?  I should say that I tried the main TV box with just WifI and not Ethernet - no difference.  At this time we feel let down, particularly after when enquiring about the Full Fibre Option we  were advised that switchover would appear to be seamless. We feel like asking to be switched back to the old service but know this is not possible.  Suggestions welcomed.

[Midnight_Voice]

@Turnbug51 

If you have just gone on to full fibre, there’s a setting in your router that needed flipping:-

https://community.bt.com/t5/EE-TV-YouView/Ipc6023-error-again-please-help/m-p/2418734#M82447

(Thanks to @zulu17 for this)

Can you check and see if this has been done; and if not, do it?

[Turnbug51]

@Midnight_Voice 

Thanks for the suggestion.  Unfortunately I have the new EE Smart Hub Plus and that setting does not appear anywhere within the Hub Manager.  Searched everywhere for the setting.  No joy.  I must assume that this is automatic on this box.

[Turnbug51]

What are the timescales for query escalation to receive a response?  As explained above I have dreaded IPC6023 on the live stream on both boxes. In addition to the steps taken above I have in the last 2 days reset all boxes including the Openreach box, switched all the HDMI cables to a higher quality, tried all the individual HDMI socketing the TVs linked to the boxes and ensured both boxes are working using WiFi. Also tried using a lower screen resolution. Still no joy with any step taken. Feel the problems be outside our house. 

[Midnight_Voice]

@Turnbug51 

You say the IPC6023 error appears eventually.

EETV’s rule of thumb is that if the error is instant, it’s their end, but if not, the error is your end. Can you take the suspect  hub out of service, as a test, and see if things improve?

[Turnbug51]

@Midnight_Voice 

Sorry perhaps I am being slow. Which hub do you mean? I am unable to watch any live programme such as BBC1 or ITV on either EETV BOX. Streaming of programmes via an app is fine. The error message appears on any programme I select after a few seconds. Initially I get a black screen then sometimes a few colours and no clear moving images but little to no sound. Just the occasional distorted sound. Shortly after the error message appears. As I said previously these problems were nonexistent prior to the fibre upgrade. Obviously on the main box I can switch to aerial mode as necessary. 

[Midnight_Voice]

@Turnbug51 

I meant whatever hub you were talking about when you said “The EE app still telling me one hub is still not receiving a signal from the router from time to time.  (Beginning to think the hub is faulty or the app).”

That hub,

[Turnbug51]

@Midnight_Voice 

Thanks for clarifying. Can confirm no difference.   Tried just using the router and then with each WiFi Plus and the router. All scenarios result in no change of live broadcasts. After several days the WiFi Plus unit that I thought might be a problem is now working again. Suspect I needed to let the fibre connection to settle. I have looked at each piece of kit and tried disconnecting/disabling for example I removed the devolo link to my Sonos soundbar so that only WiFi devices were using the system. Even tried only having the router and the tv boxes connected with one TV. No difference. At a loss for ideas. 

[Midnight_Voice]

@Turnbug51 

It doesn’t sound like the multicast ever really gets started, according to your clarification. Put EETV on notice to fix it within 30 days, or to let you leave due to their breach of contract.

[Turnbug51]

@Midnight_Voice 

Had a call from EE before 09:00. The problem is that my local exchange and is currently affecting over 100 customers. The fix is due any day but requires out of hours working. So fingers crossed for the next few days. Thanks for your suggestions.