IPC6023

[Sirus_Monk]

We switched our broadband and TV package from BT to EE last week and since the switchover have had no TV, only the IPC6023 error. 

We have a TV box pro connected via ethernet and a TV box mini over WiFi. Both have the same issue.

Everything was fine until we swapped over the BT hub 2 to the EE hub pro. 

We contacted BT support with the issue who raised a complaint with the "design team". 

We had a text from them on Tuesday that the issue would be fixed that day, later followed by the hub restarting. Though the TV was back, it did its usual following a hub restart , played for 5 minutes then the error returned.

We have power cycled everything a number of times to no avail. 

The latest contact with the design team is all is fixed and they are closing the complaint but we still have no TV. 

Where do we go from here? I've seen people get help for this issue on the forums from mediators, can anyone help resolve this issue? 

Thank you 

[Anonymous]

Have you tried switching back to the SH2 to rule out an issue with the router? Always assuming you haven't yet returned it.

[Sirus_Monk]

Haven't returned the Hub 2, however when I connect this back up it will not connect to broadband.

[Sirus_Monk]

My bad... Plugged it into port 1 not port 4.

Good suggestion, now the hub 2 is in all TV channels working again. Looks like the EE hub isn't set up correctly for the multicast. 

Thanks for the suggestion rbz5416.

Now to try and get the design team to listen, already asked them to check the hub configuration. 

[Leanne_T]

Hi there @Sirus_Monk 

Thanks for coming to the community. 

If you get back in touch with our broadband tech guides, they can re-open the complaint within 28 days and get this investigated further for you.

Let us know how you get on. 

Leanne. 

[Sirus_Monk]

Thanks Leanne, 

Managed to phone EE and get through to a very helpful young woman who, after explaining that the TV worked again with the hub 2, arranged for a replacement EE hub pro to be sent. 

It will be here on Friday, fingers crossed this will work. 

[Ali_A]

That's great @Sirus_Monk 

Hopefully that should get the TV working back to normal again. 
Please let us know how you get on when it arrives and set up. 

Ali 

[Sirus_Monk]

Will do. 

Thanks Ali

[Sirus_Monk]

Hi Ali, 

The hub arrived. 

I did a power cycle of the PON and once that was complete plugged the new hub into it and plugged in the hub and turned it on. 

Once I had the turquoise light I opened the app on my phone and selected connect to wireless. 

The Preparing update step 1 of 3 screen opened and there's where we are still at nearly two hours later.

Is this normal? 

Thanks 

[Sirus_Monk]

Hi again Ali, 

I closed down the app and fired it up again. This time got a hub is updated message. 

Plugged in the TV Box and all good so far. Been able to watch TV for more than 5 minutes and change channels. So everything so far seems fixed.