IPC6023

[Karlo1]

@DarrenDev i am loosing the will! I have the same issue and I'm finding this hard work. Can you help me 

[DarrenDev]

@Karlo1 I can see you already had a fault open, that was being investigated.  Your line profile on the network needed to be rebuilt - this happened last night, and service should now be working.

[RedFins]

@DarrenDev I'm having the same problem with my tv pro box. The apps work but the Internet tv channels have stopped working.

It has happened since I changed my router.

Please can you advise?

Cheers

[Midnight_Voice]

@RedFins 

What did you change your router to? If it’s still an EETV one, BT or EE, that ought to be OK, but if it’s a third-party one, it needs to be correctly configured for Multicast. 

And IPC6023 says it isn’t. The apps work because they aren’t multicast, and the live channels don’t work because they are.

EETV don’t support third-party routers, though you might get some help from fellow-customers here if you say what it is.

Do the live channels work for a little while and then stop, or do they not work at all? The former says the problem is on your premises, the latter that it lies with BT Broadband.

If the changed-to router is still an EETV one, call up BT Support and report the issue.

If it’s not, then either put the EETV router back in, or post again with details of what the third-party router is.

[RedFins]

@midnightvoice thanks for your thoughts. It's still a bt home hub2 so should essentially be ok. But it isnt
😄
The router has been changed because there's an issue with the guaranteed speed for my connection. OK speeds into the hub, not ok out of it, so they sent me a new one. Hey presto - another problem that i didnt have bwfore also now needs solving. Way to go BT!

PS live channels do not work at all!

[DarrenDev]

Check this setting @RedFins - make sure it matches your broadband type.

https://www.bt.com/help/broadband/getting-set-up/how-to-set-up/bt-smart-hub-2/full-fibre-mode

[RedFins]

@DarrenDev 

I've checked the setting and it is set for full fibre. Should I be turning this over to the grey Internet or is it set correctly for the fibre 250 package?

Cheers

[DarrenDev]

If you have Fibre 250 then that's the correct mode.

One last thing to attempt is a factory reset of the router (and then double check the FTTP mode again).

If that doesn't fix it, then do you still have the previous router? Use it just to check the line.

If the reset doesn't fix it then you're going to need to call us again I'm afraid. It's possible other changes were made to fix your stability issues and they've broken your multicast.

[Scottiboy85]

Hi I have this issue on my bt tv sinve full fibre installed no matter how many calls or chats I have to guides on BT help and an engineer out the problem still happens can you help at all please??

[DarrenDev]

Unfortunately @Scottiboy85 the stats suggest that the issue is specific to you (i.e. not affecting others in your area), so it becomes harder to identify the cause. I can see that the engineer visit found that the wifi in your area is highly congested, so they switched channels to try to help.  It worked at the time, so the fault was closed.

Looking at the stats for the last 24 hours, I can see you experienced IPC6023 a few times last night, but also during that period your hub experienced high levels of external wifi interference.  I'm guessing your TV Box is connected to the wifi extender, which will be why it affects your signal even when you were connected to the extender with a LAN cable.

The best way to completely eliminate wifi from the equation would be a cable - even temporarily - between the TV Box and main hub.  Would that be an option you could try?