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

[Pete2273]

Wifi and yes similar time everytime. The Internet is stable and good speeds not over loaded with too much online at any given time 

[DarrenDev]

Ok, I'll check the stats in the morning and see if there's anything obvious. If not, then this will need to be raised as a separate fault for specialist diagnostics. 

[Pete2273]

Ill leave it in your capables then for the time being 

[DarrenDev]

A colleague is still online - he's enabled further logging on your line. We'll be notified the next time it happens and confirm the cause.

[Pete2273]

I am just watching it now to get an accurate time of the drop out. See if I could provide any other info 

[sgiles1]

I am currently experiencing the same issue. My channel freezes afer exactly 4 mins 20 secs. I spent an hour on the phone with an EE Guide this evening trying to diagnose the fault.  The frequency of 4mins 20 secs must be significant. Judging from the responses of other customers plagued with this fault, I find it odd EE do not seem to recognise the symptoms.  This fault has the potential to affect thousands of new customers and harm their business reputation, so I would like to think they are pulling out all the stops and working with equipment suppliers and experts to understand the root cause(s). It shouldn't take several months to investigate and fix.

[DarrenDev]

@Pete2273 it looks like things calmed down for you last night - no more errors before it was switched off. Our logs show that you were very close to seeing failure though, as the signal between your wifi disc and your hub is VERY weak.  It's causing significant packet loss, as most of the devices in your home are connecting to the disc rather than the hub.  Would you be able to move it a bit closer to the hub? This should help your internet access in general.

[DarrenDev]

@sgiles1 I can confirm that you're experiencing the same issue (there are a few different causes of the 4 minute 20 issue). Your EE hub has just been patched - you should find that TV should work correctly for you now.

[Adam475]

Hi Darren, im having the same IPC6023 error having upgrade to full fibre on 07th Nov. Is the patch a reliable fix, as based on reading this thread im tempted to cancel full fibre and revert back to my old service, as my contract terminates next summer. Could you please advise on how we can get the patch applied. 

[Pete2273]

I can confirm this patch works and everything is now running perfectly if it wasnt for Darren I would have walked away from EE over this.