error code IPC6023

[Fapple]

Hi, in our household we got bt internet along with eetv last week. Since then the internet has been fine but the tv seems to not be. We initially rang on saturday to say that we are getting the error message above. They have since ordered us a new eetv pro box but the same thing has happened again. It seems as if this is due to multicast not working on this so am unsure if this is the case for ourselves. Would be great if someone could help. Thanks

[Fapple]

would like to also add that this is only happening on live tv, all streaming platform on the boxes work fine

[DarrenDev]

Sorry @Fapple - it infuriates me that they sent you a new TV Box Pro, as this isn't in their instructions at all.  It NEVER solves the problem.

I can only recommend you call again, and insist that a proper fault is raised for this. It needs to be properly investigated by an expert, as I can confirm that your issue is not caused by any of the current known issues.

[Fapple]

Yeah, I was thinking that. What is the issue normally called by?

[Fapple]

What is the issue normally caused by?

[DarrenDev]

IPC6023 is the correct term - this should trigger a standard process where some basics are checked, then they'll pass you on to the specialists.

[Fapple]

Thanks, is there any way we are able to contact without having the basics being checked? We’ve done it numerous amount of times and they even suggested sending powerline adaptors out which I can guarantee won’t work. Is there a special point of contact or anything for it?

[DarrenDev · Accepted solution]

Even as an employee with a lot of technical knowledge, I have still personally been forced to go through the basics first. You're at the mercy of the person who answers the call.

The best advice I can give is that you ask the agent to check the account notes, where they can see all the basics have been covered already. You're also welcome to tell them than an EE TV expert has told you on the community forum that it needs to be picked up by 2nd line (they used to be called TMC, now known as Home Tech Level 2 - HTL2). I'm not sure it'll make any difference though.