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Cannot get bbc hd

Neutral — Thu, 28 Sep 2023 12:11:14 GMT

Hi, just had my kit installed. I paid the extra £6 to enable HD channels, but when I tried too access BBC, a message said it could not be accessed, HD not available, suggesting powering of and on the boxes, but no difference. It is the same on the additional mini box which is using WIFI, ( the main hub is connected using cable). Is there a setting somewhere? The code given was IPC 6011

Re: Cannot get bbc hd

Anonymous — Thu, 28 Sep 2023 12:42:02 GMT

@Neutral BBC HD is not an add on from BT it's a BBC channel available to anyone with a HD TV via aerial or IPTV via BT Pro box. So your £6 extra is for BT / Now TV in HD Inc Sport UHD on compatible TV and set top box.

Re: Cannot get bbc hd

David_H — Thu, 28 Sep 2023 12:57:26 GMT

Hi @Neutral and thanks for posting.

IPC6011 errors can occurs when the TV box hasn't yet got the right subscription eligibility data. If you haven't already can you click on "Update Software" (under Settings/Software Information) from the main menu to check it's got that.

If you access BBC1 or BBC2 (on channel 1 or 2 from the guide) do you see iPlayer start after pressing back from the error?

I'll get some checks done to ensure everything is set up our end - can you drop me a line with either box serial number to start that rolling?

thanks

David

Re: Cannot get bbc hd

Neutral — Fri, 29 Sep 2023 09:35:00 GMT

Thanks David for the reply. I eventually rang the help line who exhausted the resets power downs etc, and has arranged an engineer to call next Tuesday, but that seems a way off.

The smart hub 2 serial is *************

Both the main box, and the mini box upstairs are behaving the same. One is on wifi, the main one on cable. When I select BBC 1 or 2, they both give the same error code of IPC6023, did not see the Iplayer fully start up, just the message to press one of the buttons to start from the beginning, but then the error message. I have swapped all cables out, still the same. Connected it to a good known working HDMI slot, which caused havoc to our Virgin setup which is still connected, so much for smart TV's., but still the same.

Currently feel a bit mind blown over trying to get it working. Broudband speed is great at 500, and the digital landline as well, just the TV. It seems every channel is HD!

Discovery Plus seems to work, but after the Virgin service got messed up, I had to put that right or herself would have been none to pleased as she is a TV addict. Hope you can help. Regards, Brian

Re: Cannot get bbc hd

Neutral — Thu, 28 Sep 2023 22:09:00 GMT

Hi David, I left everything off for an hour, then restarted. I can get prime OK after setting up, and from the guide, if I select BBC 1 or 2, if I step back, I can watch from the start using prime, and then fast forward to watch the current time, but if I just choose the channel. it displays an outline stating the channel, and the option top right to start from the beginning with iplayer, but if I just wait, the screen goes blank, (black), but up to now, no longer getting any messages.

Thanks again Brian

Re: Cannot get bbc hd

Neutral — Thu, 28 Sep 2023 22:11:30 GMT

Thanks Bluemoon. I found the software update, but when I selected it, after a quick twirl it said already up to date. See my message to David regarding what I have tried and the current state. Thanks for your suggestion, regards, Brian

Re: Cannot get bbc hd

David_H — Fri, 29 Sep 2023 09:29:32 GMT

Hi @Neutral I get you, we'll try and keep things simple 🙂

IPC6023 is a different error reason, to do with how your broadband TV channels arrive at the box (or don't in this case).

The message to "press OK to start from the beginning" suggests that your TV box is trying to get the BBC channel but the network packets aren't there - if you press and hold OK, iPlayer should launch and start the programme from the beginning - that will confirm you do have some connection and can access streaming services and catch up players.

As you are on FTTP (full fibre) most likely causes are connection or configuration - if you have followed all the set up guides to get the white Openreach modem connected to the hub correctly you should have a full set of Power, PON and LAN lights on the modem as in this guide How to set up BT Smart Hub 2 | With fibre broadband | BT Help | BT Help

the other possible issue is that there's a problem further in the network where the packets originate from - I'll get some checks done there for you today and post back.

thanks

David

Re: Cannot get bbc hd

David_H — Fri, 29 Sep 2023 09:54:33 GMT

Hi @Neutral I've checked your hub (serial removed for privacy) and confirmed there are no multicast packets which is the reason that IPC6023 message is being shown.

The Hub is definitely in Fibre mode so when you get a moment, could you check and confirm back that the Ethernet cable (usually the one with red ends) is plugged into the WAN port (Red / labelled port 4) on your Hub and the other end into the Openreach modem's PORT1/LAN1 port like this picture (sorry if its a bit small)

I'll carry on with network checks in the meantime.

thanks

David

Re: Cannot get bbc hd

Neutral — Fri, 29 Sep 2023 11:02:31 GMT

Hi David, I am very grateful for your help, at 82 I feel a little lost with the problem

I have checked the cable is in the correct sockets, which it is, we have the small wall box, and it is in the middle.

The errors are solid with regards to the Freeview channels. It even says poor signal quality alongside the error at the top of the screen. Kind regards, Brian

Re: Cannot get bbc hd

Neutral — Fri, 29 Sep 2023 11:20:24 GMT

Hi David, the power and pon lights are solid on, the lan flickers intermittently. The engineer installed up to and including the Smart hub 2, so up to now, the cable from the wall to the hub, (red ends as you suggest), has not been touched. It does go into the WAN socket, I could try reconnecting it, though they have been gently pushed in.

Re: Cannot get bbc hd

David_H — Fri, 29 Sep 2023 14:46:26 GMT

Hi Brian, you're doing a fine job, don't worry. Thank you for confirming the status of lights and the connections.

I've raised a case to review and provide any co-op we might need when the engineer attends next week, though if we can fix things before then, we may be able to avoid that for you, but we won't change anything arranged yet.

Your TV Box is currently set to receive all TV channels using the broadband network, but if you have an aerial connection that you want to use, you can pop that into the back of the TV box and then factory reset it using the remote control (go to Settings, then all the way down and right to the Factory Reset option) that will let you watch BBC, ITV and other Freeview services.

If you have the aerial in the TV and are already watching without using the box there's no need to change anything.

All the best,

David

Re: Cannot get bbc hd

Neutral — Fri, 29 Sep 2023 15:07:35 GMT

Many thanks David for your efforts. We do not have a functioning TV aerial, but as I think I mentioned, we are running in parallel with the Virgin service just in case there were delays or problems, so hopefully we will be up and running next week if not before. Kind regards, Brian Hughes.

Re: Cannot get bbc hd

Neutral — Sun, 01 Oct 2023 09:21:43 GMT

Hi David, it is working! I can only assume something has been done, as I simply switched on and there were the Freeview channels.

I can now see how it is supposed to work. Having been with NTL, then with VM when they took over, about 25 altogether, we have grown used to how there system works, so it will take a few days to adapt, and modify our TV apps etc. I myself watch very little TV, but I would call my wife a very keen viewer, so she has been rather apprehensive about the move, but she will soon get used to it now it is up and running.

Many thanks to you for your kind help and assistance, it is nice to know there are such helpful people on this forum, I feel sure we will need some more advice over the next few weeks.

I will need to cancel the engineers visit arranged for Tuesday, so I will have a look after posting this as to how that is done.

Kind regards, Brian

Re: Cannot get bbc hd

David_H — Mon, 02 Oct 2023 09:13:30 GMT

Hi Brian @Neutral very pleased to hear that!

We requested a check by Openreach on Friday evening which appears to have been done on Saturday morning as service was restored sometime between 0930-1030am, so you should find everything working as expected now. If you do have any questions on the TV channels or the catch up apps feel free to pop a new posting in and we'll help where we can.

I can also speak to someone in our Consumer team to get that engineer appointment cancelled - if you have already done that, no worries.

All the best

David