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Pro Box and Mini - A Mini Issue

Popeye13_Official — Sun, 25 Aug 2024 18:14:55 GMT

A quick question really:

Do i need to have the Pro box connected somewhere in the house before the mini will also work?

I went to set the Mini up yesterday, and after all was said and done (Install, software updates ect) it simply would not display a single channel despite having a fully populated EPG (Meaning it had a WIFI signal), instead i got a black screen with an error code that wasn't really helpful (IPC6023)

Any help would be appreciated.

Re: Pro Box and Mini - A Mini Issue

zulu17 — Sun, 25 Aug 2024 20:24:22 GMT

The Pro Box and the Mini are seperate boxes and can be setup in any order.

Re: Pro Box and Mini - A Mini Issue

Popeye13_Official — Sun, 25 Aug 2024 20:26:04 GMT

I thought as much. I'll factory reset and try again and hopefully get a picture this time!

Thanks Zulu

Re: Pro Box and Mini - A Mini Issue

Midnight_Voice — Mon, 26 Aug 2024 07:15:48 GMT

@Popeye13_Official

IPC6023 is usually, but not necessarily, a multicast issue, and that is in turn often because the software judges it can’t keep up the necessary speed of the stream.

If running over wifi, is the Mini within 5 metres of the router or a repeater?

If not, can you try it nearer, or over Ethernet?

Re: Pro Box and Mini - A Mini Issue

Popeye13_Official — Mon, 26 Aug 2024 13:11:08 GMT

Funny you ask about Ethernet. That was how i first installed it as. Once that failed to playback any channels, i unplugged it and went with wifi, forced it to reboot and went again, with the same results.

Setup was in the exact same place where i had a play with the Pro box a few days before and that worked. It has clear line of sight to the router and it roughly 6-7 meters away. Same place where my Roku stick gets a great signal from the router and no issues.

Im guessing it just had a s***-fit and wasn't interested in playing ball.

I'll factory reset it and have another try today. Hopefully that yields success.

Re: Pro Box and Mini - A Mini Issue

Popeye13_Official — Mon, 26 Aug 2024 16:40:08 GMT

No joy after factory reset and the same issue on the Pro box. Had to call CS and they've escalated it. Awaiting callback / fix

Re: Pro Box and Mini - A Mini Issue

DarrenDev — Tue, 27 Aug 2024 13:40:55 GMT

IPC6023 is always a multicast issue, but only sometimes a speed issue.
If none of the channels from the TV Guide ever start, then it's worth checking this setting on the hub first:

https://www.bt.com/help/broadband/getting-set-up/how-to-set-up/bt-smart-hub-2/full-fibre-mode

If that's set correctly, and you're not using any 3rd party equipment between the box and the hub, then you need to call - it's most likely a configuration error on your line. I can see you've called already @Popeye13_Official so they'll be on the case in the next few days.

Re: Pro Box and Mini - A Mini Issue

Midnight_Voice — Tue, 27 Aug 2024 13:50:08 GMT

@DarrenDev

Thanks for the correction.

But this isn’t something you can glean from typing IPC6023 into the error checking page:-

https://www.bt.com/help/tv/what-do-the-bt-tv-error-codes-mean-

and perhaps the advice there should also include your wise words from above 😎

Re: Pro Box and Mini - A Mini Issue

Popeye13_Official — Tue, 27 Aug 2024 14:21:29 GMT

Hi Darren. We’re on the Superhub 3 (or Superhub+ as it’s also known as) so we don’t have that setting. I saw that suggestion from you in another forum post and had a look.

Aye, spoke to a lovely member of CS team from Newcastle and went through a few things such as resetting the Openreach modem and she also ping-tested the Pro box and was happy with that result.
She was also happy with speed and couldn’t see anything on the router that could cause it but she also made clear she was limited in what she was able to do and that would have to go up elsewhere and to await a callback in the next few days.
Thanks though

Re: Pro Box and Mini - A Mini Issue

DarrenDev — Tue, 27 Aug 2024 15:11:04 GMT

@Midnight_Voice the help articles on bt.com are out of date - new ones will be posted on ee.co.uk when they're ready

Re: Pro Box and Mini - A Mini Issue

Popeye13_Official — Fri, 30 Aug 2024 11:02:18 GMT

Had a call from TMC yesterday telling us the exchange hadn't been properly configured and would call back again today.

This morning, we had a text to say the issue was resolved but it hasn't been, as EETV still isn't working (Rebooted everything before i tried) @DarrenDev are you able to see if its showing as resolved or still pending?

Re: Pro Box and Mini - A Mini Issue

DarrenDev — Fri, 30 Aug 2024 11:29:54 GMT

You should be able to reply to the text @Popeye13_Official

Unfortunately TMC use their own system for tracking faults, which I don't have access to.

Re: Pro Box and Mini - A Mini Issue

Popeye13_Official — Fri, 30 Aug 2024 12:44:58 GMT

Replied to the message and got a callback from someone who was rather unhelpful and short. They remote factory reset the TV box 🙄 and said that should have addressed the issue (When TMC told us yesterday it was an exchange config. issue) and we still have no TV service.

Re: Pro Box and Mini - A Mini Issue

DarrenDev — Fri, 30 Aug 2024 13:14:50 GMT

Sorry to hear that the person on the phone was unhelpful. I can't see the TMC notes, but I can see notes on your account that match what you've said. The fault is still open, and it says they'll check in again when you're at home - I'm not sure if a time was already agreed?

Re: Pro Box and Mini - A Mini Issue

Popeye13_Official — Fri, 30 Aug 2024 13:19:04 GMT

The TMC call yesterday said they'd call-back today at some point, and when asked if any time was unavailable we said no (Im on annual leave so im at home) so they said they'd call at some point today.

Thanks for looking anyway, its appreciated.

Re: Pro Box and Mini - A Mini Issue

Popeye13_Official — Fri, 30 Aug 2024 15:39:41 GMT

TMC just called, and confirmed after raising an issue to be checked at the exchange, thats built and performing correctly yet we still have the loss of TV with same error code (IPC6023)

Now its off to the 'Offline Team' to investigate if something is off with the account because after factory-resetting the hub, its still not receiving the Multicast data for the Box. Next call is Tuesday.

Re: Pro Box and Mini - A Mini Issue

DarrenDev — Sat, 31 Aug 2024 06:08:42 GMT

OK great. Most cases are typically fixed within a few hours, however some are more complex - sounds like you've been unlucky.

Re: Pro Box and Mini - A Mini Issue

Midnight_Voice — Sat, 31 Aug 2024 06:56:59 GMT

I keep seeing TMC, but I don’t know how they come into it. Can I ask who they are, and what do they do?

Re: Pro Box and Mini - A Mini Issue

Anonymous — Sat, 31 Aug 2024 06:59:39 GMT

@Midnight_Voicewrote:
I keep seeing TMC, but I don’t know how they come into it. Can I ask who they are, and what do they do?

I believe it is a BT team, TMC = Technical Management Centre.

Re: Pro Box and Mini - A Mini Issue

DarrenDev — Sat, 31 Aug 2024 07:03:29 GMT

TMC are the team that faults go to when the helpdesk can't sort it. They then either fix it, or liaise with all the relevant experts to find the cause and get it fixed.