TV Box Mini Issues

[norwoody]

I’ve been on the new EE TV for just over a month now after some teething issues with the Apple TV box. I’ve been having trouble with frequent connection drops and tv channels not loading on the EE TV mini box I have in my second bedroom. When this happens I’m forced to unplug and turn on the box to get it going again.

I have the smart hub plus downstairs in the living room and a smart WiFi plus mesh unit upstairs, so there should be no issues with WiFi coverage. However whenever I check, on the TV mini box it complains about poor WiFi strength despite every other device in the same room having no issues at all. 

Please advise? As these issues are happening on a daily basis.

[norwoody]

To add, the error seems to be IPC6023. From reading around this suggests a multicast issue. However, I'm using the EE provided router and smart hub so not sure what the issue could be?

[DarrenDev]

IPC6023 just means any network error that is preventing the multicast packets from reaching your TV Box - it's unable to differentiate between all possible reasons why.

There's a speed test facility in the Netflix app - from the menu, select Get Help (at the bottom), and then Check your network.  What does this report for speed?

Also, you've mentioned that other devices in the same room work OK, but have you checked from a device down near where the TV Box Mini is?  There could be local interference.

One final suggestion - are you using the HDMI cable that came with the TV Box Mini?  It's shielded, meaning it won't cause interference - if you're using a cable of your own then this could be affecting the WiFi.

[DarrenDev]

One other thing you could try is connecting the WiFi extender directly to the TV Box Mini with a cable - the TV Box Mini WiFi will then be eliminated from the equation, and the extender will handle all the WiFi communication with the Smart Hub.  You can move the extender as far away from the TV Box Mini as the cable will allow, potentially putting it in a better location for signal.

[norwoody]

Hey @DarrenDev thanks for the replies.

• I'm using the original HDMI cable that came with it
• No issues with over devices in the same location as the mini box
• Unfortunately I can't hardwire the box to the WiFi plus as that's in a different room to the one the TV is in
• Also aside from the IPC6023 error the box seems to periodically lose connection and be unable to see any WiFi network at all including mine unless unplugging from mains and plugging in again. Scanning for WiFi networks brings up zero matches until the device is restarted.

At present I'm needing to restart the mini TV box at least once a day.

 

[DarrenDev]

Thanks for the extra info @norwoody 

To debug this one further, we're going to need some specific information from your TV Box Mini.  Could I ask you to please email me at tv.apps@ee.co.uk so that I can provide instructions on how to get some advanced diagnostics from it.

[norwoody]

Thanks @DarrenDev have emailed now.

[norwoody]

Hello again, I'm still having this issue - I've sent across diagnostic information as before.

[Ali_A]

Thanks for joining us on Community @norwoody 

The IPC6023 error code is a result of the TV box intermittently losing connection as you've mentioned. This is likely to be down to the distance between the TV box and router not being at the optimal distance.  

As DarrenDev suggested, have you had the opportunity to place the Smart WIFI extender next to the TV box to see if this resolves the issues? 

If this is not suitable you can contact Customer Service team who can look at either supplying another WIFI extender as part of your package or an alternative solution such as Power-Line adapters.
 

Ali

[DarrenDev]

Just to update this discussion - there appears to be a bug with the TV Box Mini and the EE Smart Wifi extender not always playing nicely together.  @norwoody has been providing extended diagnostics information to help with the investigation.