IPC6023 Error

[mcgall05]

I've had IPC error on tv since i got ee broadband and tv in November, spoke to EE multiple times, spoke to TMC multiple times, replaced tv box. On weekend had 3 engineers out which broke my broadband. Broadband is back up today and get the same error code IPC6023. All channels work fine for a minute or 2 then freeze and then the error comes back on. Broadband and equipment is all EE, router is a couple of meters away from tv box, no aerial so it's all through multicast, which appears to be the problem. Is there anything else to try or, given its been 2 months and nobody can fix, do I have to admit defeat and seek a different option for live TV?

[Peter_W]

Good evening @mcgall05, welcome to the EE Community. 

Just to check first of all, how is it your TV box is connected to your hub?

If this is wireless, could there be anything nearby that's causing interference?

Peter

[mcgall05]

It's a wireless connection via smart hub and smart wifi. I've tried it connected via smart wifi ethernet cable but same error. Nothing I can think of that would cause interference. 

[Midnight_Voice]

@mcgall05 

Channels working fine for a minute or two and then freezing suggests the issue is at your property; when it’s EETV’s end at fault, the multicast generally doesn’t start at all.

The usual reason at the customer end is that there is some network equipment in the loop, not provided by EETV, that doesn’t understand the multicast, or, if it should do, isn’t correctly configured for it.

Do you have anything like that there - a mesh system, a range extender, PLAs not sanctioned by EETV?

If you do, take them out of the equation, and see if things improve,

If they do, but you really want or need to keep using such equipment, EETV won’t help you; they only support sanctioned equipment, a policy that I think makes perfect sense,

But come back here with a model number or numbers, to see if we fellow customers can help you get them configured correctly,

[mcgall05]

@Midnight_Voice 

The only network equipment is ee smart hub and ee smart wifi. Connecting to this is usual phones tablets etc. 

I've had the issue of no tv channel appearing at all for a few weeks before this weekend. Since broadband went down and was fixed I'm back to getting tv channel for couple of mins before the error appears. If I get error on one channel I can change to another get tv but again after a minute or two the Ipc6023 error comes back

[Peter_W]

Thanks @mcgall05, you mentioned that the Hub is in good range of your TV box. 

We wouldn't expect you to do this permanently, but can you please try turning off the Smart WiFi and try connecting just to the hub by itself?

It should absolutely work if you have the Smart WiFi Mesh setup, but it's worth testing with this off just so we can rule it out as a contributing factor.

Peter

[mcgall05]

@Peter_W , I've tried with just the hub and same result. I've got a mini box too but haven't tried setting that up yet due to error with main box. Is it worth trying that in a different room or does the mini connect via the main box (like sky)?

[Peter_W]

Thanks for giving that a shot @mcgall05, that's ruled out the Smart WiFi being the cause in this case. 

It's certainly worth a try with the Mini Box to see if this still has the same issues, I don't believe this requires the Pro box to be active at the same time. 

You can find all the details on how to set this up here:

Set up your EE TV Box Mini | TV and Sport Help | EE

Peter

[Emma7577]

Hi do you still have this issue or did you find a solution?

We had ee broadband and TV fitted yesterday and are having exactly the same issue as you, we cannot watch live TV for more than 2 minutes without the freeze and the error ipc6023. 

We've tried everything you have tried too. An engineer is coming on Monday but I have a bad feeling they can't fix this😓

[mcgall05]

Hi @Emma7577 

No, issue has not been resolved. I've had the issue for 2 months now.  I was told lots of people have this issue, not sure if others take as long to fix or even if they get fixed.

Good luck!