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. 

[CustardCreams]

I will do thank you, no resolution as yet however it seems a common problem so no doubt they are busy. I have had a fault reference sent from EE so I'm sure it is in hand and I'll hear something soon hopefully.

Can I ask I have taken delivery of a Smart Hub Pro and Smart WiFi Pro as the WiFi wasn't great in the old house that I have. Shall I leave the install until the error is resolved or will it not matter and I can go ahead without worry? 

[DarrenDev]

No harm in setting up the new equipment @CustardCreams - just make sure you connect the TV Box to it straight away too. It helps with diagnosing the issue and confirming the fix.

[CustardCreams]

Thanks Darren, I have installed the Smart Hub Pro as of this morning. The EE Tv worked for a few brief moments then froze and displayed the same IPC6023 error message. My hopes it had been resolved were sadly dashed very quickly.

Hopefully this case will remain open until a resolution is actioned. Thanks for your help.

[DarrenDev]

@CustardCreams eeek - working for a few seconds and then stopping usually means the fault is now inside the home. The fault previously diagnosed was a total failure, which was with openreach to further diagnose. I haven't had any updates since raising it, but it sounds like openreach have done their part. I'll make sure this update is known.

[CustardCreams]

Thanks Darren, to update on today's proceedings:

I installed Smart Hub Pro & Smart WiFi Pro

Following install I had live TV picture for a 10-20 seconds before the error message displayed again IPC6023

BT Engineer (Guz) visited the property (ahead of scheduled visit tomorrow) and was happy that all equipment within the property had been installed and was operating correctly. Live TV worked for approx. 2 minutes before usual error message.

Engineer (Guz) made a note for an Openreach engineer to visit. 

Phonecall from an EE guide this afternoon who stated no issue was showing on the exchange at EE end and was convinced it is a 'broadband' issue and an 'inside the house' fault. We then rebooted all equipment possible, we then had Live TV for around 8 minutes and thought we may have finally cracked it before the dreaded error message appeared once again!

I've an appointment now for an Openreach engineer to visit on Wednesday 13th November.

Hope that helps to update and thanks again for your help.

[CustardCreams]

Update: 13.11.2024 Error code:IPC6023

1 week since issue first reported.

Awaiting a visit from an Openreach engineer booked for today between 8am and 1pm. Nothing thus far with half an hour to go.

EETv tested again at 12.30pm, live picture and sound for 4 minutes and error message displayed at 12.34. Average is around 4 minutes but has been as short as 2 minutes and longest was for 8 minutes. 

Super Wifi Hub and Wifi Pro installed and fully operational.

Not sure if issue is inside or exchange outside as I have had conflicting information.

[Peter_W]

Thanks for the update here @CustardCreams.

Have you heard anything further from the engineer following this post? 
If you've still not seen anyone arrive, I'd definitely recommend reaching out to our team so we check over things at our end. 

Peter

[CustardCreams]

Hi Peter, as feared the visit from the Openreach Engineer was completely pointless as all tests performed confirmed that everything is working perfectly with the Broadband into the house.

We again reset all of the equipment, OTP, TV Box and Router with an EE Guide joining us via telephone call to no avail. Live TV froze and the same error message was displayed after 4 minutes. I do not believe the issue is the Hub itself as I have had the same problem on 2 different hubs now I have installed the Super Wifi Hub. 

I'm really fed up with it now to be honest as nobody seems to know what is causing error code IPC6023 to reoccur constantly  or how to fix it. That's nearly all day I have waited in yet the problem still remains unresolved.

Thanks for your message however I am feeling just a little fed up with it all.

[Peter_W]

Thanks for confirming all of that, @CustardCreams.

This is never the way we'd want you to be left feeling, and I'm really disappointed that you weren't able to get things resolved with your appointment. 

Were you advised on the next steps for escalating this after you weren't able to get this sorted out with the engineer or Guide on the phone?
Peter

[CustardCreams]

Hi Peter,

Following the engineer's visit I received a text to say the fault had been resolved however it of course hadn't been so I replied accordingly. The long story short answer is I am due a call tomorrow at 1.30pm from 'TMC' department who I hope will finally resolve the problem. The error code IPC6023 is still occurring. I can cope with it another day I am sure, thanks for your concerns it's appreciated.