New Smarthub 2 and IPC6023

[DowagerStrumpet]

Just set up the new Smarthub we were told we had to have and now we can’t watch anything through the BT TV Youview box without if freezing after 3 minutes.
Reset the boxes, powered down the white box, new cables as per the help pages and other posts and still happens.

Any ideas for a fix that works?

[PaddyB]

Hi @DowagerStrumpet,

Thank you for posting and welcome to the Community. The IPC6023 error usually indicates a problem with the speed of the Broadband connection. If your broadband has had multiple disconnections in a short space of time, the speed could have been reduced to try and help improve stablity.

To get a better understanding of how your Broadband is performing, please could you post your router stats?

If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager.  Click ‘Advanced Settings’ and then ‘Technical log’.

Thanks,

Paddy

[DowagerStrumpet]

Hi @PaddyB , 

Thanks for the reply. I have checked the network speed,  consistently over 60Mbps down and 20Mbps up.

The router can stream Netflix, Amazon Prime & Now TV plus entertain a gaming son on a variety of devices and connections until we try and use our BT TV box. 

Snip of Technical information attached.

Cheers,

DS

[imjolly]

have you turned of smart setup  

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-

[DowagerStrumpet]

Thanks @imjolly, I have.

[DowagerStrumpet]

Still no better, any ideas @PaddyB ?

Switching the smart connect off made no difference at all. 

[PaddyB]

Hi @DowagerStrumpet,

Thank you for posting back. I'm sorry if you're still having problems with your BT TV. If you send me your details, I'll be able to take a look at the network side of things.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[TimCurtis]

@DowagerStrumpet 

You don't actually say how the box is connected to the SH2 , ie hardwired or by powerline adapters.

@PaddyB 

Was there not a similar issue a while back where there was a problem with the ONT firmware?

[DowagerStrumpet]

@TimCurtis Did I not?
Sorry. Ethernet cable from SH2 to the BT box.

[RobbieMac · Accepted solution]

Hi @DowagerStrumpet 

Thank you for taking the time to chat with me again this morning.

I am pleased that I could help you get this resolved.  The fault was fixed by replacing the ONT.  I will go ahead and close this off from here, as agreed.

Enjoy the rest of your day.

All the best,

Robbie