IPC 6023 from BT YouView box with existing wired connection to BT Hub2

[kajo123]

We've got a Hub 2 (all wifi seems to be working for all other devices), BUT the TV (BT YouView box) that has a wired connection to the hub2, now gives us a IPC 6023 error, and says no internet.

We've not got an ONT, but the older style broadband/phone connector.

We've tried

• power down hub (power cable out, leave out for 30 seconds, power back on) <- everything else connected back ok and with internet connection
• power down the youview box (powercable out, leave out for 30 seconds, power back on) <-- no difference

(several times)

What next? 

What's the likelyhood of this being  something outside the house (e.g. multicast packets not getting to us) vs router/cable vs a problem with the TV Box? 

It has happened before, and after a couple of reboots has eventually started working again....is there something else we can do, as it's happened several times in the last couple of weeks.

Thanks!

Kate

[Peter_W]

Thanks for reaching out to us about this, @kajo123.

If you haven't already, can you please try the restart on the router, but leave this unplugged for a full 30 minutes?

This will run through checks on startup again, and also assign you a new IP, and can often resolve intermittent issues like this. 

Also is your Hub wired in directly, or is this via a powerline adapter? 

It could if possible be worth trying a different cable, too.

Peter

[kajo123]

Thanks Peter!

We tried that again later last night, and it did connect (it usually does after a couple of hours and several restarts) - so we are back workign again now, BUT i will go ahead and try switching off both router and tv box for full 30 minutes, in the hope that it might prevent the problem reappearing in a couple of weeks.

The router is wired direct to the ADSL port.

We actually had an engineer out this morning. He confirmed that router and cabling seemed fine, but that the connection (to the house) was very slow, 

(a) we should request for openreach to move us onto full fibre (it is available to us)

(b) it's an obsolete G4 youview box, and we should request a replacement

so we'll do that too when i've got time to phone up and sort it!

I am quite curious though  (i'm absolutely not doubting your good advice,  I'm just interested in why and how these things work) - Why 30 minutes unplugged ? what happens after 29 minutes that didn't happen with 5 minutes? Is there some internal cache that clears? Or unpowered memory that clears? And why is unplugging from mains different from just switching it off with the off button?  Digital "time out on the naughty step?" 😂

Thanks again for the advice, we will do the things and see if this helps! 🤞

Kate

[kajo123]

Also, we received TWO mini hubs this morning (they seemed to come automatically after having gone through troubleshooting steps).  Do i have to return these now? or can i keep hold of at least one, for if we have the problem in the future?  Tbh, i'm not sure whether they'll work. The 4G signal here is pretty flaky.

Thanks!

Kate

[Lesley_W · Accepted solution]

Hi @kajo123 

I'm pleased everything seems to be working again, but it's a great idea to follow up with the advice from the engineer.

We cannot see your account here on the forum to say for sure, but our team do sometimes send a mini hub for temporary faults. They are usually requested back when the fault is fixed. This would be communicated to you by text or email, and a returns bag sent. If that doesn't happen, then you could keep it safe for future use. 

Lesley