IPC6023

[sja681]

I decided to add TNT Sports to my TV subscription to watch the rugby but now I can't watch any of the subscription channels at all!

At first the BT Box Pro found an update, ended up with an EE logo on the guide but still the purple BT led on the box. 

After reboot router and box it found another update and now has the cyan EE led but still error IPC6023 on all subscription channels.

I suspect something has gone wrong with the software update or the additional channels.

Help!

[Michael_D]

Hi @sja681 

Thanks for coming to the community.

I can understand the frustration at seeing the error when you wanted to watch the rugby.

There is some steps to try by entering the error code on the What do the EE TV error codes mean? page.

If that doesn't help, please get in touch with our TV help guides so they can look at this further for you.

Michael

[sja681]

Thanks @Michael_D 

Phoned support. There is an issue with the order which should be resolved by tomorrow. Fact that the previous subscription channels are not working either has been raised to TMC. 

Regards,

Stuart.

[Leanne_T]

Thanks very much for coming back and letting us know this has raised to the team to be looked into @sja681 

Please keep us updated with how you get on 🙂

Leanne. 

[Midnight_Voice]

I do hope the EE malaise isn’t spreading to the BT side 😢

[DarrenDev]

The software update wasn't as a result of the new subscription - I assume you've not connected the box to the internet for the past 12 months?  The IPC6023 also isn't as a result of the software update - you just won't have experienced it previously, as you weren't trying to watch multicast channels.  You've mentioned other subscription channels, but you won't have been watching those either, if it wasn't connected to the internet?

TMC will find/fix the issue.  I just wanted to make it clear that the issue will have already existed before the order for TNT Sports or the software update.

[sja681]

@DarrenDev 

The box has been always connected to the internet (just sits in standby - I know that wastes power!) and has been used in the last year to watch multicast Sky channels when we have visitors staying in that room. When I first added the Entertainment package there was an IPC6023 error which was resolved. This was with the previous box and when I upgraded to the Pro box it still worked. So I don't know if it's something which can happen when there's a change to multicast provisioning, although obviously it shouldn't.

Incidentally, since the order was placed, MyBT asks if I want to switch to Flexible TV whereas before it showed the Entertainment package? I'm paying £12.32 for Entertainment so I certainly don't want to pay the new price of £25 for it! Hence why I tried to add the 30 day option of TNT Sports for £20 instead of swapping Entertainment for Sport.

Hopefully it will be fixed before the rugby on Saturday!

[David_H]

Hello @sja681 I think I can see where this issue is stemming from, while the broadband details have remained the same, the TV account data has been ceased and re-provided. I'm having a dig into the details as I think this needs a bit of behind the scenes reconciliation before the next Rugby international. I'll ping you back as soon as it's straightened out.

Cheers

David

[David_H]

Hello again @sja681

I've been able to straighten the account information out - could you retry at your convenience and post back with how you get on?

Thanks

David

[sja681 · Accepted solution]

@David_H 

Thanks, that works! Works on the HH2 and on my Zyxel 8825 with the added script from:

https://forum.kitz.co.uk/index.php/topic,15784.0.html?PHPSESSID=97e2dde29c5f6621088ab667377c28e5

which had also worked on my previous Zyxel 8924.

Funny, I don't remember adding it to the 8825 but maybe I did, and the reboot removed it.

Anyway, it's sorted now, thanks again BT Community Forum!