Mini Box only showing HD channels and IVP6023 Error

[Dickbill13]

 I am unable to watch any Freeview channels on my mini box and can only see HD channels. On my main EE pro box I can not watch TNT sports and am getting an IVP6023 error code. Spoke to an EE guide on Fri and they say it is a problem with the Multicast setup in the Telephone Exchange. They put request in for a BT engineer to visit the Exchange and check the programming. Yesterday a BT engineer phoned me and after telling me “we don’t normally talk with the consumer” he said he had remotely accessed the Exchange,checked the setup and there was nothing wrong with it, the issue lay with my service provider EE as they (BT) only provide the broadband not the TV to EE. 
so I still have the problem, don’t really know what to do now and am paying for a service I haven’t had since the 23rd Dec….

[Midnight_Voice]

@Dickbill13 

It’s normal to only see HD channels on the Box Mini, as it only gets the channels sent out over the internet by EETV; but while this is just a subset of Freeview channels, they do all come in HD, even when the broadcast versions on your TV are only SD.

IP6023 (sic) means your Box Pro isn’t getting multicast, which is why you can’t watch TNT.

But your Box Mini gets all its channels via multicast, so if that’s working, the problem must be confined to the Box Pro.

How is the Box Pro connected to the router, have you got any third party equipment in the path?

It sounds like an Openreach engineer rang you, and shouldn’t have 😢 But if your Box Mini is working, he was probably right about the exchange.

But where Openreach engineers need to be given clue is about multicast;  they think it is a ‘TV thing’ because pretty much only EETV uses it, but actually it is an integral part of broadband, and Openreach are responsible for getting it intact from the source, i.e. EETV’s servers, to your router.

But multicast can go wrong at source - EETV not sending it to you because of a configuration error, say - or at sink - router issues, third party kit, wiring, WiFi, etc. - and neither of these can be laid at Openreach’s door.

So you can see why they might think it is not their problem, and often it isn’t; but the bit in the middle, the fibre or copper, the exchanges and so on, is definitely Openreach’s area to get right.

[Dickbill13]

My Mini box was working fine before the 23rd Dec and I was able to watch TNT Sports as well.

There is not any 3rd party kit in the house. The hub is a BT Hub 2 and the main box is connected to the aerial and to the Hub via WiFi. The mini box is connected to the hub via WiFi. I can connect to internet to watch say YouTube via the Mini Box.

i believe the issue is definitely something todo with the Multicasting side of things but someone EE or BT need to own up and put it right. 

[Midnight_Voice]

@Dickbill13 

As above, what do you think is wrong with your Box Mini? You can no longer get TNT Sports, or what?

If you can watch BBC1 on it, then it must be getting multicast just fine; there’s no other way that can work.

But if you are unhappy with it, then try a Settings/Factory Reset; there’s not much to put back on a Box Mini after a Reset.

As for the Box Pro, try a Settings/Factory Reset/Reset (Keep Recordings) and see what happens. If no go, then try the Box Pro in the place of the Box Mini, see if it then works or not, and report back.

It’s hard to envisage a situation where multicast on just one device fails to work, except where that device or the connection to it is faulty, either temporarily or permanently.

[Dickbill13]

Either I’m not explaining myself or your not reading my post. 
I only get HD channels on my mini box I can not see any normal non HD channels. Or the general Freeview channels. 
I don’t subscribe to HD channels so basically I can’t watch anything on the Mini Box!

the main box is ok apart from I can’t watch TNT sports. Or any channel I have subscribed to.. I have reset and re booted both the Mini box the main box and my BT Hub and it makes no difference. On the 23rd Dec when I should have been connected to Full Fibre either BT or EE did something which neither will admit too, that switched off, for want of a better word, my access to TNT sports and normal TV., which is why I say it must be a Multicast problem. But atm BT are saying it’s EE and EE are saying it’s BT.. 

[Profile closed]

@Dickbill13 

I think you are saying that on the mini you can only see HD subscription channels (that you don’t subscribe to so can’t watch), none of the IP delivered Freeview channels are present either, which is not resolved by various troubleshooting so far.

On the main box, it is connected via an aerial so basic Freeview channels are fine but TNT Sports that you subscribe to cannot be watched via the TV Guide?

It’s clearly a provisioning issue of some description, probably caused by the move to full fibre as you changed ISP. Who do you currently pay for EE TV and have a contract with?

They need to sort it or let you leave penalty free for not delivering the service being paid for. I would raise a complaint as well, often with BT Group companies it is the only way to track things.

Otherwise, I suspect you will need to get someone to escalate your case to the mythical “TMC” to get this sorted, either a long hold on 150 or hopefully a forum mod can come to your aid.

[Profile closed]

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@Midnight_Voice wrote:

@Dickbill13 

It’s normal to only see HD channels on the Box Mini, as it only gets the channels sent out over the internet by EETV; but while this is just a subset of Freeview channels, they do all come in HD, even when the broadcast versions on your TV are only SD.

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I must have missed this memo, when did all the Freeview based IP delivered channels come in HD?

Channels like Film4, Sky Arts, food network etc. definitely benefit from higher bitrates than via normal aerial delivered Freeview when in EE TV IP mode, but unless I have missed something, they are still SD?

[Dickbill13]

Exactly what I have been saying. I was with BT on a You View Box, I’m going to say about 10 years plus…

but then when EE took over last year I moved to EE in June.. and will say have had issues ever since. 
TBH I’m considering telling them to switch it all back to BT.. they will have one more chance on Tuesday when they have now said the TMC ..??? People will ring me.. 

im deffo not paying my TV subscription this month or next… 

[Profile closed]

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@Dickbill13 wrote:

Exactly what I have been saying. I was with BT on a You View Box, I’m going to say about 10 years plus…

but then when EE took over last year I moved to EE in June.. and will say have had issues ever since. 
TBH I’m considering telling them to switch it all back to BT.. they will have one more chance on Tuesday when they have now said the TMC ..??? People will ring me.. 

im deffo not paying my TV subscription this month or next… 

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OK. So TMC (Technical Management Centre?) are involved, that is what you need to get it sorted.

EE is the consumer brand now within the BT Group, BT will be business only so there is no going back, it’s EE or bust!

But you need recompense for 6 months+ of impaired service.

[Midnight_Voice]

[Edited to correct the HD/SD status of internet channels delivered by EETV instead of broadcast]

@Dickbill13 

I should have said:-

“It’s normal to see a higher ratio of HD channels on the Box Mini, as while it only gets the channels sent out over the internet by EETV, and this is just a subset of Freeview channels, the ones from the big four broadcasters do all come in HD, even when the broadcast versions on your TV are only SD”.

This applies to the channels from 1 to 299. But are you saying you don’t get any SD channels annywhere?

Have you accidentally set the EPG to HD & UltraHD, instead of All Channels? (Look and see what the dot is under).

Otherwise, can you please give a precise instance of a channel or channels you think you should be seeing but aren’t?

I have tried to read your posts very carefully, but I still don’t know the exact problems you are having with each box, as your description of these changes a bit from post to post above 😢

Until I know enough to describe your problems back to you, I am limited in the help I can give.

As a summary of the situation if you have multicast problems:-

* All your apps should work; these are unaffected by multicast problems.

* If you have multicast problems on the Box Mini, none of the channels in the EPG should work.

* If you have multicast problems on the Box Pro, then none of the channels between  300 and 600 in the EPG should work, but the ones either side that come down the aerial should be unaffected.

Is this what you are seeing, or are you seeing different?