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]

You don't need to be there - we'll remotely connect to your hub to apply the patch. The TV should then start working correctly straight away.

Worst case scenario, rebooting the hub will restore it to how it was previously.

[Pete2273]

Then let's give this a go then.

So basically as long as the hub doesnt restart or get shut off we should have a temp fix??

[Pete2273]

Do we know if this patch was applied today?

[DarrenDev]

Sorry for the delay - the patch was applied by a colleague whilst I was on a flight. Have you had a chance to try this evening? 

[Pete2273]

Yes tried it this evening and still has the same issue although it doesnt raise the error code as quickly. Back to the drawing board 😞 

[DarrenDev]

When you say not as quickly, do you mean the video plays for longer than 4 minutes 20 seconds? Or that the video stops, but it takes a while for the error to appear?

[Pete2273]

So it runs now for approx 45 minutes before flagging the same error code, and its the same on both the TV box pro and mini box 

[DarrenDev]

Ok great. That means the fault is fixed. The fact that it failed after so long means something interrupted the internet connection long enough for the signal to get too far behind to keep up. Give it a go again and see how you get on. It's possible that was just a glitch. 

[Pete2273]

Nope unfortunately not its done it 3 times now, I really hope there is now not another issue because I would quite like to enjoy a service im paying for lol 😢 

[DarrenDev]

I assume not after 45 minutes each time? 

Are you able to think of anything that could be affecting your internet connection at the time of failure? 

How is it connected? WiFi or cable?