Bt Hub 2 - no subscribed channels

[Tommy025]

Hi, I have recieved a new hub2 (with phone socket) and set it up, everything wifi works including the smart TV but none of the Youview subscribed channels work. Get error code IPC6023. How do I resolve this please?

[zulu17]

Hi @Tommy025  couple  of questions. 

Did you change / Renew your TV service or package  or receive  a new Ee Tv box ?

Also are you able to connect temporarily  your EETV  Box by cable to your hub and see if the channels are accessible   ?

[Tommy025]

Hi thanks for your reply, 

Not had any change of package or a new TV box.

Literally just replaced the hub as sent new one.  Don't think it will be possible to hard wire too due to the positions of the TV and hub. 

The channels worked before swapping the hub over, so not sure if I've done this too early and not everything is in place for the new hub?

[TimCurtis]

@Tommy025 

I think sometimes it can be resolved by rebooting the router.

[Tommy025]

Thanks for the help and suggestions, this morning all channels work fine, so no idea why they haven't for the last 2 days. There was no mention of this as a potential issue in the few instructions recieved, which would have been nice.

Tommy

[Midnight_Voice]

@Tommy025 

I’m pretty sure that BT explain that you have to wait for activation of EETV, separate from and subsequent to,  the broadband setup.

Perhaps you missed that bit.

Anyway, that’s what happened, BT activated you, and now it’s all working.

[zulu17]

@Midnight_Voice  @Tommy025 

If there was no change to the broadband or  TV service  only the replacement of one hub by another then the EETV service on the line would not be ceased/reactivated. So there should be no waiting for EE TV activation on the line. as it was already in use.

So seems likely that possibly some issue occured in the hub setup and/or its connection /configuration with the EETV  box. Probably due to ordering of the setup/connection process  which cleared itself after a day with various restarts/daily checks.

[Tommy025]

This issue continues. ...... so it was working and the new hub 2 allowed access to subscribed channels. Then we had a power cut and now they have gone. All other Internet related things work, the hub says the speed is good, have factory reset the bt box, hub, link plugs etc.... any ideas. (If I revert to the old hub my channels can be watched).

[Leanne_T · Accepted solution]

Hi @Tommy025 

Thanks for coming back to the community. 

If you get in touch with our technical support guides they will get this looked into for you and see what is needed to get this sorted 🙂

Let me know how you get on. 

Leanne.

[David_H]

Hi @Leanne_T and @Tommy025 checking on the broadband line, it's in a very poor state, failing continuity and rate checks, which suggests some fault on the circuit.

I would suggest a fault is raised and an engineer is appointed as the error rate will significantly impact connectivity and picture quality without some attention

thanks

David