Error code IPC6023

[CustardCreams]

Does anyone know what the error code IPC6023 may mean and what I can do to try and fix it please? Have to wait a week for an engineer to visit. Live tv is a blank screen. Apps and broadband working as normal. Very strange. Thanks in advance for any assistance. 

[Midnight_Voice]

@CustardCreams 

It is EETV’s Achilles Heel - a failure of Multicast, the special technique by which the EPG channels (above 300 in Aerial Mode, all of them in IP Mode) are brought to you. 

That’s why the apps, and the ordinary broadband is unaffected for you; it’s unicast, and that is working fine.

As regards fixing the multicast error, there’s about one thing and one thing only you can do, which is not to use any third party equipment; keep it pure EE/BT from your router onwards, no Google mesh, Xytel, TPLink equipment and so on.

And the problem is often a misconfiguration at EETV’s end; have they eliminated this possibility before deciding to send an engineer out, as he can only fix EETV problems from your cabinet onwards into your house? And bringing you a new Box probably won’t do a blind bit of good.

The idea behind multicast is good; instead of having to send the stream for a live channel to everyone individually, which is unicast, they just send out a single stream which everyone taps into, multicast, for an enormous saving on bandwidth.

But there are many many more ways in which multicast can go wrong than unicast, and you have suffered one of these.

The new EETV Apple Box doesn’t use multicast; whether or not it technically could, EETV certainly decided that it was going to be less of a problem for them if it didn’t, or at least not that much of a problem, despite all the extra bandwidth it entails. Go figure…. 😢

[CustardCreams]

Hi Midnight Voice, thank you for your reply and for the detailed explanation. Worked perfectly for 1 month and now all of a sudden nothing. Unicast modes all work as you state. I've an engineer booked in for a weeks time, is there anything I can do prior to that or is it a case of just wait and to hope for the best that the engineer will be able to resolve my issue? Thanks again.

[DarrenDev]

Does it not work AT ALL?  Or does a picture appear, but then fail?

If you're getting nothing at all then reboot everything - the EE Hub, the ONT (white box on the wall if you're on Fibre), the TV Box, any WiFi extenders or Powerline Adapters, etc.  If it's an option for you, then I recommend turning off the power to your whole house at the main switch - just for a few seconds (you may need to set the clock on the oven/microwave again).

If that doesn't fix it, and you haven't changed anything (e.g. swapped the EE Hub for something else, or added your own WiFi repeaters), then the fault is likely to be outside of your home - not something an engineer will be able to fix on site.

If the picture appears but then fails, the issue is the connection speed between your TV Box and EE Hub.  Can you use a direct connection with a cable?  If you're using Powerline Adapters then turn them off and on again (both ends). If using WiFi, can you boost the signal? e.g. move the Hub and TV Box so they have less interference/obstruction around them.

[CustardCreams]

Hi Darren, live tv does not work at all as in no picture just a blank screen. As a new customer I only have the Hub and TV box to date that are side by side to the front of the property and in close proximity to the ONT box on the wall. I haven't reset that yet so that is something to try for sure. Thanks again for the response, it worked perfectly for the first month and now all of a sudden this persistent error message which I can see from other posts is quite common.

[Midnight_Voice]

@CustardCreams

I have little to add to @DarrenDev‘s comprehensive reply except to wonder if you should ask EETV whether the arrangement to send an engineer in one week was based on them checking there was nothing they needed to do in-house to check that the problem wasn’t at EETV’s end.

And if it wasn’t based on that, then could they kindly arrange for the in-house check as well?

[DarrenDev]

This thread has been noticed by the right people, and the fault is confirmed to be outside your home @CustardCreams - someone will be in touch when it's fixed.

[CustardCreams]

Brilliant, thanks Darren much appreciated. I shall hang on and wait patiently. Thank you for your assistance.

[CustardCreams]

I'll keep this post open until I receive confirmation that the issue outside of the house has been resolved. I'm not sure if the Engineer visit scheduled for next Tuesday will be for this specific issue or if it will take place at all now it is confirmed the fault lies outside of the property.

[Midnight_Voice]

@CustardCreams 

Run yourself a nice hot bath, and let EETV worry about sorting out the mess they have made of your setup 😛