EE TV issues with multi cast

[ShaunR]

Hi everyone.

Just wondering if anyone has any solutions on how to get the multicast channels to work again after jumping from partial fibre (fftc) to full fibre this week it seems like my EE TV Pro box is working fine on receiving internet and accessing the now TV app etc fine but I can't watch them directly from the guide menu or youview menu. It's currently showing code ipc6023. 

Have tried unplugging both my router and box both for five minutes and then plugging in again with no luck.

Many thanks 

Shaun 

[DarrenDev]

If you're using the router provided by BT/EE and it's past the service activation date then your best option is to call the helpdesk. There's nothing that you can fix yourself.

[ShaunR]

Apologies for not replying to you Darren ,
Thanks for advice have spoken to the help desk which has arranged a visit from a BT TV engineer hopefully this solves it I still have a feeling an openreach engineer would have been better to send for this issues but will update so anyone else facing similar knows the outcome.

[DarrenDev]

An engineer cannot help with IPC6023 issues unless they're caused by your home setup.  I can see in the notes that your device is not connected in a supported way - the engineer visit will only be to confirm whether connecting it in a supported way fixes the issue.  If it doesn't, they won't be able to fix issues with network configuration - neither will an Openreach engineer.

This should have gone to HTL2 first - they can confirm (remotely) whether multicast is reaching your hub, which is the most important thing to check first. From there, they can then decide who it goes to for fixing (none of which involves anyone visiting your home).

[ShaunR]

Oh okay well that's absolutely fantastic not.
I really don't see how they can say the device isn't connected in the supported way it's literally connected via ethernet directly to the hub I don't get what the problem is.

Yes I have tp link decos that were installed after I had this issues for WiFi speeds I wanted to improve and they connected via ethernet directly to the hub.

The helpdesk constantly banged on about WiFi  and I don't understand how any of that would help , I disconnected my entire deco system brought back the home hub 2 system and still didn't change a thing starting to annoy me now to be honest no one seems to have a idea what's going on.

[ShaunR]

So just an update and engineer came from BT I wasn't home at the time but basically the conclusion was there is absolutely nothing wrong on my side of things everything network at home and hardware related is working as it should after he tried switching the box from Ariel mode to IP mode with no difference to the channels 

He said before leaving it's now an openreach engineer that needs to be arranged but who knows if that's a home visit engineer or what I don't know and if I need to call and do this or it's logged on bt's systems.

Only time will tell I guess.

[DarrenDev]

Annoyingly, none of the normal processes were followed by the person you spoke to.  We don't even know how that engineer turned up yesterday, as our system says the request was never completed.

Hopefully no-one will have a requested an Openreach engineer (there's no sign of one).  We've raised a fault with the correct team now, so someone should pick it up shortly.

[ShaunR]

Thank you for doing that darren, unbelievable thats twice in the time we have been contracted over the years to bt that a community expert has been more helpful than the actual BT main helpline.

See how things go from now hopefully fingers crossed a remote configuration change.

[DarrenDev · Accepted solution]

The fault has been found and fixed - a network configuration error. Can you please confirm it's working for you now?

[ShaunR]

Thanks Darren all sorted it would seem to be working spot on at least on the channels I use the most 344 and 444.

Thanks again for your help saved me another stressful conversation