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brummygit
Aspiring Expert
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Message 1 of 8

Smart Hub 2 breaks BT TV IP channels

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I’ve been trying to solve a problem with my BT TV IP channels which start initially and then freeze after a few seconds before generating an error message.

My setup includes Bt Whole Home WiFi and managed netgear switches which are multicast aware, but the problem is still apparent with these all switched off and taken out of the network, and the Ethernet cable for the BT TV box straight into the Hub.

If I swap back to my previous Smart Hub 1 the problem goes away so it’s as if the Smart Hub 2 doesn’t handle the multicast traffic correctly
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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Smart Hub 2 breaks BT TV IP channels

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I am not sure if the white whole home discs are compatible with the smart hub 2, as that hub is intended for use with the black complete wifi system discs.

Is the problem still there if you remove the power to all of the white discs?

Can you also make sure that Smart Setup is turned off.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

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brummygit
Aspiring Expert
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Message 3 of 8

Re: Smart Hub 2 breaks BT TV IP channels

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Yes the problem is still there with all Whole Home discs off. They do however work fine with the Smart Hub 2 although can’t participate in the mesh that the hub and block discs build, therefore having to build a second one.

Smart Setup is definitely off - always the first task when configuring a Hub 😁
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Distinguished Sage
Distinguished Sage
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Message 4 of 8

Re: Smart Hub 2 breaks BT TV IP channels

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Well, there have been no reports on the forum about any issues with multicast on the SH2. Its possible you have a faulty one, or maybe issues with the line.

What error code appears on the BT YouView box?

You could try a factory reset of the SH2.

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brummygit
Aspiring Expert
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Message 5 of 8

Re: Smart Hub 2 breaks BT TV IP channels

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The error is IPC6023 which seems to be the standard “multicast is broken” error.

I doubt that it’s a faulty Hub as these things tend to work or not so I agree if theres not mass reports my next step needs to be a hard reset but I ran out of time yesterday.
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Moderator
Moderator
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Message 6 of 8

Re: Smart Hub 2 breaks BT TV IP channels

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Hi @brummygit  Sorry your Multicast channels are not working when you use the Smart Hub 2 and it works ok on the 1.
I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John

Community ModeratorJohnC
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brummygit
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Message 7 of 8

Re: Smart Hub 2 breaks BT TV IP channels

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Many thanks, PM replied to.

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Moderator
Moderator
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Message 8 of 8

Re: Smart Hub 2 breaks BT TV IP channels

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@brummygit Thanks for sending in your details, I've raised a case with out TV specialists to get this looked into as its strange that its only affecting the Smart Hub 2.  As soon as I have any updates I'll get back in touch.

Community ModeratorNeilO
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You