This topic

Loss of TV service

david1982 — Fri, 22 Sep 2023 10:14:18 GMT

During the recent storms on Monday night/Sunday morning (17-18 September) I lost my Internet connection as did some of my neighbours. One house in the road was struck by lightning and caught fire. Having reported my problem to BT an Open reach engineer came today. It appears my smart hub 2 is faulty and I need a new one. BT at first told me it would not come till Monday 25 which is just not good enough. I'm hoping now it might come tomorrow. Will just wait and see and what compensation BT offer.

Re: Loss of TV service

DarrenDev — Fri, 22 Sep 2023 10:21:44 GMT

Do you not still have the 4G Mini Hub that you were sent in 2020? It's exactly for situations like this, so that you can still get broadband service when your line is down.
As your replacement hub was only requested this morning, we're at the mercy of Royal Mail. It'll be dispatched today, but can't guarantee delivery tomorrow.

Edit: just realised you're mentioning the TV service. I guess you're using your TV box in IP mode, for which there is no backup over 4g. You'll need to wait for the replacement hub unfortunately.

Re: Loss of TV service

david1982 — Fri, 22 Sep 2023 12:49:56 GMT

@DarrenDev thanks for that Darren. Yes I have no TV service from BT as mini hub does not support BT Box Pro. Can always revert to aerial through TV thankfully. And of course being on Digital Voice have lost phone service.

Re: Loss of TV service

david1982 — Sat, 23 Sep 2023 16:17:56 GMT

@DarrenDev hello Darren well replacement hub came today. iPlayer and other apps OK but no subscription channels. What to do now. Any Mods any ideas to help

Re: Loss of TV service

david1982 — Sat, 23 Sep 2023 16:22:51 GMT

Further to my last question is Brentford are on tonight and it would be nice to watch the game

Re: Loss of TV service

david1982 — Sat, 23 Sep 2023 16:52:06 GMT

Have just discovered that I can watch game through Now App but not through EPG. Is this a problem that will get sorted or do I need to call BT

Re: Loss of TV service

DarrenDev — Sat, 23 Sep 2023 19:40:15 GMT

What error do you get when trying to watch via the EPG? IPC6023?

Re: Loss of TV service

zulu17 — Sat, 23 Sep 2023 19:43:58 GMT

Did you try a software update from within your BT TV Box settings. It could be that your box ISP profile needs to update to reflect that it is now connected to BT.

(My reply was in construction whilst Darren responding)

Re: Loss of TV service

david1982 — Sat, 23 Sep 2023 23:22:25 GMT

@DarrenDev @zulu17 thank you both for your replies. Sorry for late reply but have been at grandsons 30th birthday bash. Confirm error message via EPG is IPC 6023. Whst does that mean. I assume its to for with switch to new hub.

Re: Loss of TV service

DarrenDev — Sun, 24 Sep 2023 07:49:48 GMT

Unfortunately IPC6023 can mean any number of things. If the strike caused damage to any BT equipment, it's possible that hardware was moved around/swapped and/or lines were reconfigured.

First thing to try is a factory reset of the hub. If that doesn't work, you'll need to call in and raise a fault - it needs to go through a number of different teams to find which part is broken.

Re: Loss of TV service

david1982 — Sun, 24 Sep 2023 14:17:55 GMT

@DarrenDev hi again and thanks for your help. Still not fixed . Tried reset of hub and did not work. Also upsets the Digital Voice phone and have to re-pair it and put back contact details which get lost. So where do I go from here.

Re: Loss of TV service

DarrenDev — Sun, 24 Sep 2023 18:08:40 GMT

Your best option would be to call the helpdesk. I could raise the fault for you, but it goes to a different team who are currently flat out dealing with discovery+ issues so it would take longer to be fixed than via the helpdesk.

Re: Loss of TV service

david1982 — Sun, 24 Sep 2023 19:01:39 GMT

@DarrenDev thanks Darren will do.

Re: Loss of TV service

david1982 — Tue, 26 Sep 2023 14:59:37 GMT

Update on my Ipc6023 error message which happened when I was unable to access subscription channels through EPG although they are available in the app. Spoke to two advisors today for a total of 54 minutes. Still no solution. Matter now passed to technical team which could take another five days to get in touch. Will keep you informed.