TV box pro loosing connection to router after going into standby.

[Andy4545]

Hi We have a new pro box that looses the internet connection after going into standby. After using the remote control to bring the pro box back on it complains that there is no internet connection. The pro box is connected via the supplied Ethernet cable. No apps or tv channels are listed. We’ve reset the router and the pro box but the only way to establish the internet connection is to remove/ reconnect the the Ethernet cable at either the hub or pro box.

[DarrenDev]

I'm not aware of any known issues with the TV Box that cause the issues you describe.  There are some known issues specifically with the EE Hubs when connected to by an EE TV Box, however the fix for those is coming to the hub - not the TV Box.

You mentioned you're now using a Deco Mesh - is this connected to the EE Hub?  Or directly to the broadband, and the EE Hub is no longer being used?

[Petelerp]

Hello Daren, thank you for taking the time to respond. The issues I have been encountering are well documented at EE and are documented by me with video clips and photos of the disconnect message on the screen. It has nothing todo with the broadband because that is still functioning when the EE TV box disconnects. However I can switch to Netflix or Prime and it functions. I have also had multiple exchanges of the TV box. I can only assume it is the way EE is streamed.

The TV Box is now connected directly to the Deco router via ethernet I do not use the BT/EE Hub and the extender units because they could not cover the entire house. The Deco mesh unit is brilliant and has solved 95% of the issues particularly with broadband coverage because they are proper 'mesh' units not extenders. I now only get EE TV drop outs every couple of days which is better than before when it was occurring multiple times a day. (Unfortualtly I am out of pocket by several hundred pounds )

I cannot stress enough how the system has improved by replacing your EE router. 

It is clear that the issue is beyond the technical abilities of EE because the support just dropped off when I sent evidence of the disconnects which is more upsetting than the actual problem. I have emailed EE again at 'home-complaints@ee.co.uk'. 

Hopefully they will respond.

You state 'There are some known issues specifically with the EE Hubs when connected to by an EE TV Box' which in itself is unacceptable and in all probability is connected to the nightmare issues I am suffering. 

However it's not your fault and I appreciate you responding to my post.

Regards Pete

[DarrenDev]

Just on the EE Hub comments - there are many millions of BT/EE Hubs out there, so the development and test process is very strictly controlled.  Fixes are available for all the major known issues between the EE Hub and EE TV Box, however it will be a while before everyone can get the upgrade.  What we can do is apply hotfixes to hubs of affected customers, and many of the known issues have hotfixes available which get automatically applied to affected hubs every day/night/reboot.  The specific issue at the start of this thread (about coming out of standby) unfortunately doesn't have a patch, so the major update coming in the next few weeks is the only reliable option without swapping to different devices. Also, the EE Smart Hub "extenders" are genuine mesh too, operating to latest industry specifications.

Having said all that, your issue now is completely different to that.  You're seeing IPC6023. If you were seeing this 4 minutes 30 seconds after starting a channel, then this would be one of the known issues for which there IS an EE Hub hotfix available.

As you're seeing this issue after a longer period of time, you're not hitting any configuration or service issues - the box is genuinely losing the video stream.  Unfortunately IPC6023 just means "I'm not receiving multicast packets", which has an incredibly large number of potential causes. EE TV is the only service to use multicast, so it's expected that losing the EE TV channels is the only thing that seems to go wrong - the rest of the internet will continue to work fine.

You say that rebooting the TV Box doesn't fix it, and that only a Deco reboot does - this suggests that the issue is possibly with the IGMPProxy on the Deco. One of the hotfixes we have for the EE Hub is to silently restart the IGMPProxy every night, until the proper patch can be applied (with no visible impact to the customer). I don't believe there'd be any way to apply a patch to the Deco, but you could schedule it to reboot itself every night when no-one is using it. I recommend giving this a go, to see if it solves your issues.

[Petelerp]

Hi Darren

Thank you for your response and comprehnsive explanation.

Regarding the EE Hub hot fix, I just wish somebody had explained that to me before I purchased the Deco. That said the EE Hub was not covering the house with a wi-fi signal so I didn't rely have a choice.

Your solution regarding a scheduled re-boot each evening is something I will look into. Thank you that. Regarding IGMPProxy I have that enabled.

Once again thank you for taking the time to look into this for me and offering another solution. It is very much appreciated.

Pete