No tv channels available via guide. Error code IPC6063

[Chrisdickie72]

Hi there, I recently subscribed to broadband & tv services & have been unable to access any live tv channels via guide. I can access now tv via the app & other streaming services so there does not appear to be any connectivity issues between tv box(s) & my hub. Could someone please assist

[manatarms84]

Hi,

If you are getting the apps but not the live channels the issue will be with something called cast and the way the live channels must get to your box.

You need to make sure your broadband is working ok and not via a 4G back up
Try a wired broadband connection if possible
Go into your HUB manager settings with the admin details on the back of the HUB and see if the HUB is on the correct mode - fibre mode only if you are full fibre customer

If all of that is OK then I would call EE and they will likely need to escalate it

[DarrenDev · Accepted solution]

Close @manatarms84 - it's multicast. not "cast".

@Chrisdickie72 I can confirm that multicast isn't reaching your devices, which is causing this error.

I can see you have an EE Smart Hub that is fully online so there's no setting for you to change, but you also have a non-EE router on your network.  If this router is between either of your TV Boxes and the EE Smart Hub then it should be removed - the TV Boxes should be connected directly to the EE Smart Hub, or via EE Smart Wifi extender.

If you're confident that the router isn't the cause (I'd turn it off, just to be sure), then I'm afraid the only way to get this investigated further is for you to call the helpdesk.  If they offer to send out an engineer or a replacement hub, please reject it and insist that a fault be raised with TMC.  They'll take a few days to pick up the fault, but this the fastest way to get it fixed.