IPC6023 error - different issue to others it seems

[JonnyH]

Hi all,

Having an issue this evening whereby I am getting the IPC6023 error only on Internet channels such as Discovery, kids channels like Nickelodeon etc...

I have full fibre 900 with BT, have the Smart hub 2 and EE TV with the entertainment package. Everything is hard wired via ethernet cables between the hub and tv box.

The tv guide is still working and my kids can access and watch things on apps such as Netflix, Amazon Prime video etc... through the EE TV box, which suggests that the Internet connection is working which contradicts the error message. In settings the tv box also recognises that it is connected to the Internet via a wired connection.

I've factory resetted the EE TV box and restarted my Smart hub 2, changed ethernet cables over etc... but to avail. Still getting the IPC6023 error on Internet channels despite every other thing working that depends on an Internet connection.

I am a little lost as to what to do but im ultimately paying for something that i can't use at the moment.

Help!

Regards,

Jon

[DavidM]

Hi @JonnyH and welcome back.

Great to see you again. Sorry you're having trouble with the 6023 error message. Take a look at What do the EE TV error codes mean? | BT Help and let me know how you get on.

Cheers

David

[JonnyH]

Hi @DavidM  

Thank you for your reply.

Please see comments per help points below:

- Check you have a working broadband connection on another piece of equipment like a laptop or PC. Extra TV channels are delivered using your broadband. If your broadband isn't working please use our broadband troubleshooting wizard.  completed - broadband connection fine.

- If you've got a connection, your broadband speed may not be fast enough to receive these channels.  full fibre speeds are 450mbps or higher when tested.

- If your download speed is below 5mbps then you may have a broadband speed fault.  N/A

- If broadband is working and is fast enough then check the connection between your Hub and TV box. It should be connected with an ethernet cable rather than powerline adapters.  Wired connection.

- If you still see the error message then try restarting your equipment by following these steps:

• First, restart your Hub
• Wait for the broadband light on your Hub to go blue
• Restart your TV box, using the power switch on the back
• Now check if you still receive the error -  completed for both Smart Hub 2 and EE TV box.

- If you're watching an HD version of a channel, switch to the standard version, i.e., BT Sport 1 instead of BT Sport 1 HD.  N/A do not have HD add on.

On other similar posts where broadband connections are fine, some have said that the issue is at Openreach end and that they had to reset config to re-enable multicast [something along those lines]?

Regards

Jon

[DavidM]

Thanks for checking that @JonnyH 

I suspect we'll need to get a fault raised for this so check your inbox for my message and drop me over your details.

Cheers

David

[Midnight_Voice]

@JonnyH 

I see you’re getting some help with this, which is good.

I’m just posting to observe that IPC6023 is a Multicast error, and Multicast is only used for the IP channels - the ones in the EPG that aren’t coming over any aerial connection you might have - so you won’t have any Multicast problems with the apps, even though they use the internet.

So I don’t think this is any different from the Multicast IPC6023 issues that others have reported, at least as far as your end is concerned and when using the supplied router, and not suffering the multi-page self-inflicted wounds of those trying to use other manufacturer’s kit 😛

[JonnyH]

Thanks @Midnight_Voice 

Yes, I spoke to BT earlier who went through a series of tests, resets etc... but it didn't do the trick so they have escalated it to the next higher level technical team.

Interestingly I mentioned the Multicast issue and what others have said on here, and the response was that it is highly unlikely to be the case.

Regards,

Jon