BT TV Error code IPC6015 "Broadband connection unavailable"

[nigestar72]

Hi - I have had BT TV and Broadband since March  21 without issue. Suddently I have encountered this BT TV error code IPC 6015. BT TV box has no internet connection.

The BT broadband homehub router is working perfectly yet the BT TV box says it has no internet connection

I have followed the advice (below) for this known issue on the forum and performed multiple  factory resets; one from the UI (as well checked SW was uptodate) and  second factory reset from maintenance mode.

Unfortunately I get in to the BT TV auto setup and each time I am hit with "Broadband Connection unavailable".

The BT TV box is  connected via 30cm ethernet cable to the BT Router  and I have changed ports tried different cables but it makes no difference . And the internet is running fine for other devices and BT sport app / Now TV app etc.

Hoping someone knowsw how to reslove this?

thanks

Nigel

DarrenW

BT TV Expert

on ‎30-03-2020 14h53

575 Views

Message 12 of 15

Re: Viewing problems

Hi 

Are you still getting BTP-115c or IPC6015?

If so, you've unfortunately hit a known issue which we are currently working with priority, sorry about that 😞

To fix it, you need to carry out a factory reset using the following steps:

UI Factory Reset

-Press the blue home button your remote

-Scroll along to settings, press OK

-Scroll down to factory reset, press OK

-Press OK on reset

Note: This will delete your recordings, if you have recordings you wish to keep, please follow the below advice:

Maintenance Mode Factory Reset (From turned OFF state)

1. Turn the power on using the switch found on the back of your box. A red light should appear on the front

2. Press and hold the down arrow button on the top of the box for 5 seconds until you see the Enter Maintenance Mode Y/N (Y:POWER) prompt. The box light will turn blue

3. Press the power button on the top of the box

4. The box should now enter maintenance mode

5. Choose your preferred option from the Maintenance Mode Options below and follow the on screen instructions

Also worth noting that 1 factory reset may not fix your problem and you may need to carry out another one.

[JohnC2]

Hi @nigestar72, welcome to the forum, and thanks for posting.

Sorry that you are getting this error message. 
Are you still getting the error? 
If yes then how many resets have you completed?
Has there been any change to your BT TV or broadband package recently?

Cheers

John