IPC6023 Error / Constant Line Dropouts (Historical Fault)

[Buster_2026]

Hello, we are experiencing a severe, ongoing broadband fault at our property.  Our internet connection drops 20+ times a day in this hot weather - and, while not as often in standard temperatures, nonetheless drops daily.  As a result, our TV box constantly loses its multicast stream and shows the IPC6023 error.

Context of the fault:

• This has been an issue ever since our contract started last year (April 2025)

• During our initial setup, the Openreach engineer had to re-establish a line to our property, and the connection has never been fully stable since.

• The dropouts are significantly worse in hot weather, which strongly suggests a physical fault, expansion, or degradation on the external network line or street cabinet.

• BT previously sent a replacement hub which made no difference (it only ever shows one bar), proving this is not an equipment fault inside the home.   We also had a bad customer experience when returning the original hub.

Because this is a persistent historical fault related to the external Openreach line established during our initial setup, we need a moderator to step in, run a line test, and arrange for an engineer to properly investigate and repair the incoming connection at no cost to us.

We have tried to raise via direct X / Twitter message but received an automated reply.

Does anyone know how we can progress this issue, please?

[garybs29]

What a demanding post.

Nobody here has account access you'll have to call in. FWIW if the line is at fault there'd be no cost to you anyway

[gg30340]

Just so that you are aware, this is a customer to customer forum. While previous moderators may have been able to run tests and access accounts this is no longer the case also the forum is not a short cut to have problems rectified, you would still need to raise a fault with BT Customer Services if any of the help and advice from forum members does not resolve your problem.

Just to clarify, what broadband/type package do you have?

You have stated "During our initial setup, the Openreach engineer had to re-establish a line to our property, and the connection has never been fully stable since".

Did you have broadband before this problem started?

Why did the engineer have to "re-establish" a line to your property?

You said since doing that "the connection has never been fully stable since". Was it stable before that.

Other than the hub being replaced has anything else been checked or replaced such as the master socket, extension sockets checked/disconnected etc?

[Buster_2026]

Re: IPC6023 Error / Constant Line Dropouts (Historical Fault)

Thank you, @gg30340, for the response.  We had been under the impression that BT staff also regularly comment on the forum and could access accounts, so thank you for clarifying that this is no longer the case.  We appreciate the context.

To answer your questions systematically regarding the history and nature of the fault:

• Our Package: We are subscribed to the Fibre Halo 3+ package with Hybrid Connect and Complete Wi-Fi.

• Prior Broadband & Line Re-establishment: The property had been vacant for some time before we moved in last year, and there was evidence that a Virgin connection had been used previously.  By the time we took ownership, the incoming Openreach line had been physically severed. Therefore, we had no existing service on this network.

• Historical Stability: Because the Openreach line was severed and the property vacant before we arrived, there is no stable baseline to compare it against.  The connection has been inherently unstable since our contract began (April 2025) after an engineer attended for installation.

• Further Checks: No internal sockets or extensions have been altered.  However, since my initial post, we have physically inspected the exterior network boundary at the roofline where the engineer re-attached the line.

I have attached a photograph to this post:

The Openreach drop wire has simply been twisted and wrapped in standard electrical tape rather than being run as a continuous, weatherproofed line.

Furthermore, it completely lacks a mechanical drop wire clamp. The line is visibly slack, meaning that it sways heavily in the wind, putting direct mechanical strain on that taped joint. It is entirely logical that this exposed splice expands and pulls apart during hot weather, directly causing the 20+ daily dropouts in the present heatwave.  Even in normal weather, we lose connection daily - just not as often as currently.

Any advice or ideas from fellow customers would be most welcome.   Thank you.

[gg30340 · Accepted solution]

It would appear to me that the problem is as you have stated about the join etc with the dropwire and it should in my opnion be the first port of call for Openreach to replace and have it afixed correctly to the property. Once that has been done then should there still be a problem, further investigation needs to be carried out. Until that is done I fail to see how Openreach can start to say the problem lies else where.

Unfortunately I suspect there is nothing that any of the forum users will be able to do to help other than to comment on what Openreach have done or should have done. 

You will need to keep complaining to BT about the issue and if need be email the BT CEO, you will find her email address with a simple Internet search.

Your complaint will not get to her but it will be picked up by the Executive Complaints Team who should take the problem onboard until a resolution is found.

[Buster_2026]

Thank you very much for your assessment, @gg30340, and for taking the time to reply. I am glad to hear that you agree that the dropwire installation is the clear starting point for this issue; it is reassuring to have that validated.

Your advice regarding emailing the CEO's office to reach the Executive Complaints Team is incredibly helpful.  We will ensure that the photographs and the history of the botched installation are included in that correspondence so that Openreach can finally be dispatched to resolve the physical line properly.

Thank you again for your time and guidance on this.