IPC6021

[Gary_H]

I signed up to the HD now TV package however when I go to the channels it gives me the above error code and tells me to call a number I call the number and it puts me through to BT not EE. When I call EE I get told I have a 20 min wait. I don't have 20 mins to hold on the phone. Makes me think that is I try renting a movie I will have to call. Nothing but issues since bt put me on ee. My app still says my order is being processed well it's been being processed since April. Finally get it seeing my router but I just get issue after issue. I really wish I hadn't switched. Really thinking about going with another provider and cancelling this one in 2 years.

[DarrenDev]

BT and EE are the same - don't worry about that.  Unfortunately our call queues are still quite long at the moment though I'm afraid.

IPC6021 is a very rare error - did you definitely type that correctly?  IPC6023 is the more common one.  Either way, this error wouldn't affect your ability to watch anything in the EE TV Player.

I don't see any open orders or recent changes on your account, so I'm not sure why the app would be showing something different.

I would recommend you check for software updates from the settings / software information screen on your TV Box.  This doesn't check for software updates - it also updates the device configuration if needed (which should resolve IPC6021, if that's what you're seeing).  Failing that, try a reboot of the box.

If you're still having issues then please email me at tv.apps@ee.co.uk with your account number, and serial number of the TV Box that isn't working for you.  I'll do my best to help, but it may be Monday before I can get a specialist on it (if one is needed)

[Gary_H]

Hi,

So I emailed the email address you provided and I have had no response. I feel I am just going round it circles.

Thanks for the advice I guess I just have to put up with it. I guess i can handle 2 years.

[DarrenDev]

See the last line of my previous message @Gary_H - I'll get back to you tomorrow

[Gary_H]

My bad got a lot going on. Spent yesterday down the hospital got to go back today not for me it's my wife so I am rushing a few things I apologise. 

[Midnight_Voice]

@Gary_H 

Contracts cut both ways, and if BT/EE can’t provide you the service they have contracted to within a reasonable time period - say 30 days - then I don’t think they could insist on you staying for two years of no service, much less paying an early termination fee, when they themselves are in breach.

But much better to get the issue fixed, and now @DarrenDev is on the case, see what Monday (he did say it might not be until Monday) brings.

[DarrenDev]

Fortunately it was resolved last night - a mistake on the initial order.  This isn't the first time it's happened, so we're checking to see if it was system or agent error.

[Gary_H]

Hi,

Yes this was resolved last night actually really fast. I appreciate the swift action.

Thanks again.