This topic

IPC6023 when trying to view channels from guide, but work fine from the apps.

DavGom83 — Tue, 03 Sep 2024 13:49:59 GMT

Had full fibre and TV (employee) installed 6 weeks ago. BB is fine. I have never been able to view channels from the guide, but from the apps they work fine.

Same issue from both my pro box and mini, and regardless of whether over wifi or cable.

Reported issue to CS who factory reset TV box, checked BB, then said I would need an engineer visit.

Engineer came a month ago, he checked everything, factory reset the box, confirmed everything was OK at my end, and said he would have to refer it back to support who would call me within two days.

No call was recieved.

I called CS again. they said there is a problem with my BB and slow speed is causing the issue. (i explained that it has alwasy been the case even when speeds have not been slow) she said they need to send me a new red ethernet cable, and i would have to call back when i recieve that.

after the call I turned my moden and router off which fixed my temporary slow DL speed issue, which ruled out that issue.

The new red ethernet cable never arrived.

As other people have complained about the same issue on here, I thought i would try here.

@DarrenDev - Ive seen you respond to other posts on here with the same issue. are you able to help me?

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

Midnight_Voice — Tue, 03 Sep 2024 14:04:40 GMT

@DavGom83

What speed are you getting? This is best measured in Netflix on the Pro box, for the most representative value.

If it’s too low, Multicast, as used by the channels from the Guide, will fail.

The apps don’t use Multicast, which is how come they work OK. Where the Guide channels are also available in one or more of the apps, you can watch them there, for the time being.

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DavGom83 — Tue, 03 Sep 2024 14:05:09 GMT

I am not infront of my TV at the moment, but there are no issues with my speed.

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

Midnight_Voice — Tue, 03 Sep 2024 14:08:35 GMT

@DavGom83

Shoot, that’s twice as fast as mine 😛

I guess that’s not the reason for the IPC6023s then….

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

naylor2006 — Tue, 03 Sep 2024 14:20:30 GMT

Sometimes the multicast service just hasnt been turned on, expect Darren can check that, its also possible its related to somewhere along the provisioning.

My 'fault' was on some remote equipment somewhere, but actually it just hadnt been setup...according to BT.

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DarrenDev — Tue, 03 Sep 2024 14:35:10 GMT

@DavGom83 I see a TV Box Pro and a TV Box Mini on your account. They were reporting 100% multicast data loss up until August 30th, but mostly recovered - your TV Box Pro is showing no issues, but your TV Box Mini is showing intermittent issues.

This shows that there's no issue with the account or the broadband line, but possibly an issue between the hub and the TV Box Mini. How are they connected?

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

naylor2006 — Tue, 03 Sep 2024 14:38:03 GMT

Oh right, I read his post like it have never worked! So it probably is an inhouse issue...

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DavGom83 — Tue, 03 Sep 2024 15:38:35 GMT

it has never worked

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DarrenDev — Tue, 03 Sep 2024 15:40:45 GMT

Both TV boxes are reporting that they're receiving multicast data, so if they're showing IPC6023 when trying to watch channels then the issue must be bandwidth. So how are they connected?

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DavGom83 — Tue, 03 Sep 2024 15:41:20 GMT

The TV Box Pro has the same issue. cannot view channels through the guide. i get a black screen then after about 20 seconds the IPC6023 error comes up. same issue whether connected over cable or wifi.

TV Box Mini is connected over wifi, it is in a diffierent room to my hub.

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DarrenDev — Tue, 03 Sep 2024 15:46:20 GMT

Before anything else, I recommend you replace the WAN cable (the red one they mentioned) - our systems show a fault on it, although I don't know why. You can use one of the cables that came with the TV Boxes, as you're not using them.

If that doesn't resolve it then the best I can suggest is that you call again, and allow a fault to be raised. To do this, you will need to follow all the steps they request - including allowing a box to be factory reset. Do NOT allow an engineer visit - insist that it's raised to TMC.

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DavGom83 — Tue, 03 Sep 2024 16:19:41 GMT

Thanks.

I have tried with a different CAT6 cable.

My TV box has been factory reset 5 times, and every time I'm asked to do it I have to re setup everything and log into all my apps.

I'll call again tomorrow

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

naylor2006 — Tue, 03 Sep 2024 16:37:33 GMT

Just to check the obvious…just in case.

You’re using the BT Hub right?

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DavGom83 — Tue, 03 Sep 2024 17:38:35 GMT

Yeah. The Smart Hub 2

Re: IPC6023 when trying to view channels from guide, but work fine from the apps.

DavGom83 — Tue, 17 Sep 2024 08:46:33 GMT

After not receiving the replacement red cable, I escalated the issue.

My broadand connection was confirmed fine and that this could not be caused by the cable.

A replacement TV box was sent to me to rule out it being an issue with the box. Same issue with the replacement.

It has now been raised with a technical team and I am waiting a response.

Will update again once resolved