This topic

IPC6023

Sirus_Monk — Thu, 10 Jul 2025 09:32:57 GMT

We switched our broadband and TV package from BT to EE last week and since the switchover have had no TV, only the IPC6023 error.

We have a TV box pro connected via ethernet and a TV box mini over WiFi. Both have the same issue.

Everything was fine until we swapped over the BT hub 2 to the EE hub pro.

We contacted BT support with the issue who raised a complaint with the "design team".

We had a text from them on Tuesday that the issue would be fixed that day, later followed by the hub restarting. Though the TV was back, it did its usual following a hub restart , played for 5 minutes then the error returned.

We have power cycled everything a number of times to no avail.

The latest contact with the design team is all is fixed and they are closing the complaint but we still have no TV.

Where do we go from here? I've seen people get help for this issue on the forums from mediators, can anyone help resolve this issue?

Thank you

Re: IPC6023

Anonymous — Thu, 10 Jul 2025 09:48:38 GMT

Have you tried switching back to the SH2 to rule out an issue with the router? Always assuming you haven't yet returned it.

Re: IPC6023

Sirus_Monk — Thu, 10 Jul 2025 10:13:44 GMT

Haven't returned the Hub 2, however when I connect this back up it will not connect to broadband.

Re: IPC6023

Sirus_Monk — Thu, 10 Jul 2025 10:38:48 GMT

My bad... Plugged it into port 1 not port 4.

Good suggestion, now the hub 2 is in all TV channels working again. Looks like the EE hub isn't set up correctly for the multicast.

Thanks for the suggestion rbz5416.

Now to try and get the design team to listen, already asked them to check the hub configuration.

Re: IPC6023

Leanne_T — Sat, 12 Jul 2025 12:44:24 GMT

Hi there @Sirus_Monk

Thanks for coming to the community.

If you get back in touch with our broadband tech guides, they can re-open the complaint within 28 days and get this investigated further for you.

Let us know how you get on.

Leanne.

Re: IPC6023

Sirus_Monk — Sat, 12 Jul 2025 16:12:21 GMT

Thanks Leanne,

Managed to phone EE and get through to a very helpful young woman who, after explaining that the TV worked again with the hub 2, arranged for a replacement EE hub pro to be sent.

It will be here on Friday, fingers crossed this will work.

Re: IPC6023

Ali_A — Sun, 13 Jul 2025 07:37:12 GMT

That's great @Sirus_Monk

Hopefully that should get the TV working back to normal again.
Please let us know how you get on when it arrives and set up.

Ali

Re: IPC6023

Sirus_Monk — Sun, 13 Jul 2025 10:10:42 GMT

Will do.

Thanks Ali

Re: IPC6023

Sirus_Monk — Mon, 14 Jul 2025 11:05:07 GMT

Hi Ali,

The hub arrived.

I did a power cycle of the PON and once that was complete plugged the new hub into it and plugged in the hub and turned it on.

Once I had the turquoise light I opened the app on my phone and selected connect to wireless.

The Preparing update step 1 of 3 screen opened and there's where we are still at nearly two hours later.

Is this normal?

Thanks

Re: IPC6023

Sirus_Monk — Mon, 14 Jul 2025 12:01:59 GMT

Hi again Ali,

I closed down the app and fired it up again. This time got a hub is updated message.

Plugged in the TV Box and all good so far. Been able to watch TV for more than 5 minutes and change channels. So everything so far seems fixed.

Re: IPC6023

Sirus_Monk — Mon, 14 Jul 2025 12:24:49 GMT

Spoke to soon, 45 minutes into working, blank screen and back to the IPC6023 message 😭

Re: IPC6023

Anonymous — Mon, 14 Jul 2025 13:59:41 GMT

@DarrenDev

Did you ever make the return to the fold & can offer any assistance?

Re: IPC6023

DarrenDev — Mon, 14 Jul 2025 14:22:27 GMT

I'm back, but have to pick my battles I'm afraid @Anonymous - I can't get involved in issues like this anymore, as they require complex analysis that I'm not capable of. Ultimately the fault will end up with the same team for resolution whether I get involved or not, and I don't have the bandwidth to act as middle man.

The only advice I can give is to call the helpdesk again and ask for it to be raised as a fault for TMC to investigate - though this should be the normal course of action on calling back with the same issue anyway.

Re: IPC6023

Sirus_Monk — Mon, 14 Jul 2025 14:59:00 GMT

Thanks for the advice

Been onto the TV team for an hour but no resolution. They seem to feel that my network switch TP-Link TL-SG105E is the issue, though it is a managed switch with IGMP Snooping so should be no issue (was fine with the BT Hub 2 and also the TV Box Pro and Mini do not work over WiFi either)

They are sending powerline adapters to try though I don't hold out much hope as connecting the Pro TV box direct to the hub via Cat8 doesn't work either.

Re: IPC6023

Anonymous — Mon, 14 Jul 2025 15:20:16 GMT

@DarrenDev

Must be frustrating but thanks for the update.

Re: IPC6023

Sirus_Monk — Tue, 15 Jul 2025 16:56:48 GMT

Thanks @Anonymous

Had an update that they believe there is an issue with a small number of EE hub pro's that is causing the problem but they need time to narrow down the issue.

Will have to wait and see what happens.

Re: IPC6023

Sirus_Monk — Wed, 30 Jul 2025 08:14:59 GMT

Nearly a month in and no progress. Still getting the IPC6023 error. 😢

Re: IPC6023

DarrenDev — Wed, 30 Jul 2025 08:47:15 GMT

Sorry @Sirus_Monk - this is taking too long. I've asked an expert to intervene and find exactly what's going on.

Re: IPC6023

Sirus_Monk — Wed, 30 Jul 2025 09:00:27 GMT

Thank you @DarrenDev

Re: IPC6023

Sirus_Monk — Mon, 04 Aug 2025 20:33:53 GMT

This whole move to EE has now become a nightmare, second bill due, still no TV with the IPC6023 error ongoing.

Now devices, either wired or WiFi connected stay happily connected to the hub but lose Internet connection intermittently for anywhere up to a few minutes.

Finally, can't check status of anything because the EE app refuses to connect to the hub. Even uninstalled it, reinstalled, connected OK. 20 minutes later, wouldn't connect again.

😢