Error code IPC6023

[Pete2273]

Good evening, 

As no one in EE seems to really worry about customer support I'll try posting on here. 

I moved house on the 18th Oct, was already a BT and EE customer. Along with 3 mobile phones on EE. 10 years of custom. Anyways had my packaged "Upgraded" to full fibre gigabyte the full works tv package all through EE. We have had interrupted TV service because there is a problem at the BT exchange. Now I accept that what I do not accept is the lack of information or what seems to be care towards customers. If EE think that being able to watch a channel for 4mins and 20 seconds before having to change channel because of a KNOWN fault and from what I can see and have read has been around for a few months now, is acceptable maybe the term customer service needs addressing. 

I have looked into other avenues for a tv package and If I wanted poor customer service I would use another provided, who in all fairness are cheaper than EE currently and in all fairness if this doesnt get sorted soon or some answers as to when it will get resolved I will change provider as I am still in my cooling off period. 

Ipc6023 ..... do we actually know if anyone is actually pushing for a fix?? Do we know when this fault will be resolved?? And more importantly are you expecting EE customers to pay their bill in full? I would also like to know if my introductory offer will be started again due to my service not being active and the poor customer service I have received along with the best line in EE history "we know and you are not the only one effected there is nothing we can do" 

Any answers that are sensible would be appreciated

[DarrenDev]

Unfortunately we are at the mercy of Openreach for that fault - they need to upgrade software at all the faulty exchanges, which is taking them a while.  There's nothing we can do on your account whilst the fault is still present, however once it's fixed you can give us a call to request compensation of the reduced service.

I thought we had a temporary workaround available, however I may be confusing that with another fault. I've asked a colleague to update me on your situation - I should hopefully get an answer on Monday.

Sorry for the inconvenience, and also for the lack of information.

[Pete2273]

So its a software update against fault exchanges that is causing all the issue?? Thank you for the information but answer me this ... why couldnt your tech 2 (or whatever they are called) just say that?!?! I appreciate these things go wrong and that its out of your control (EE) but why say we dont know whats going when you have clearly stated this is problem and this is why its taking so long. EE have said twice we shall update you and twice I have had to chase for an update which basically said to me "we havent got a clue whats going on" 

I work in a customer facing job and probably with some of the hardest people to deal with 😆 if I had done what EE had done to me I wouldnt have a job, its a simple as that. 

As I said its the lack of Information recieved and not the problem itself that I have a problem with. I do love the fact that they said on wednesday it would be fixed by friday.... still no "watchable service" on saturday. Any ways thank you so much what looks to be better and more concise information about the problem, better than I have received in the last 2 weeks anyways, and might have kept EE a customer. Thank you again 

[DarrenDev]

I totally agree @Pete2273 - I can only apologise that you haven't received the promised callbacks, even if the problem wasn't fully understood.

Hot off the press though - I've just been informed that your specific issue is something completely new.  Openreach have confirmed an incompatibility between the EE Hub 3 (Smart Hub Plus) or EE Hub 4 (Smart Hub Pro) and their latest generation of ONT (the white box they mounted on your wall for the fibre). This fault was only identified/confirmed last week, and they don't have a fix or workaround for it at the moment.

The only way to get your service working properly for now would be to use a different router - do you still have your previous BT Hub from before the move? If you do, and it has a WAN port on it, then this would fix it until we can get this bug sorted.

I'll update here as soon as I know more.

[Pete2273]

I do not have my old hub as I was told "doesnt matter what we (EE) do or you I just have to libe with it" proper poor excuse if you ask me. So everything went back to EE and or BT. 

So are we currently saying there is no fix or timescale on this issue that is now causing the issue? The fact that openreach and EE cant offer any time scales is a little bit, shall we saying annoying to be polite. 

Again promised a phone call and still nothing, I appear to be getting far more information from here than anywhere else. (Thats a joke in itself)

Thank you for the update so far, I will be really Interested to see if EE are still rolling out with installation knowing there is quite a major ongoing problem. 

[DarrenDev]

Timescales can't be suggested until more is known - it could take days, weeks, or months, depending on which component is responsible for the fault, and how quickly that can be updated. E.g. if the fault is on the hub software then we have to be incredibly careful as there are millions of BT/EE hubs out there - it would need to be thoroughly tested, trialled, and rolled out.

I can't comment on the rollout of the affected ONTs, however EE don't control Openreach.

I'm checking to see if we can still ship out the older version hubs to affected customers as a temporary workaround. Would you be interested in this if it's an option?

[Pete2273]

Do we have an update on this situation as this is week 3 now?? 

No updates from EE customers service in over a week? The customer service level, at present isnt even worthy of being called poor at this stage 

[DarrenDev]

The fault has been tracked down to a very specific combination of EE Hub, ONT, and L2S (the other end of your fibre line). Fixes are being worked on, but even with the fastest possible fix, test, and deployment cycle, it would be January before it's generally available (due to the Christmas period, where our systems are locked down to protect service for everyone).

The best solution for now is to temporarily swap to one of the older EE Hubs, however other tactical solutions are being investigated. I'll update here if something is made available.

[DarrenDev]

Update: we have a patch available, but the EE Hub removes it every time it is restarted. We're working on a way to automatically apply the patch every time the hub boots, but for now it's manual.

I'm happy to manually apply it to your hub for now, if you want to give it a go?

[Pete2273]

Do i need to be present at home for you to apply this as I am working, but my partner is there so can rely any information back to herself. 

Im assuming it cant hurt to try something different im assuming??