Ipc6023 error again please help!

[Andy619]

Hi! Around a month or so ago I had problems accessing the live streaming TV channels and was getting ipc6023 error. The problem was passed to TMC team and within a few days it came back on. A week or so ago I'm having the same issue. I've been through the home checks twice with an online guide and haven't got much further than that this time around other than I'm told theres a local issue with broadband that could be affecting my live TV. They also sent me a new box which didn't help I'm afraid.

My broadband is faultless and works for everything else on the TV box I just don't know what else to do? Why would a local broadband outage affect my live TV if my broadband is fine?  

Many thanks in advance for any help!

[Midnight_Voice]

@Andy619 

At a guess, your broadband isn’t fine; it can do all the ordinary stuff, but it’s stopped handling Multicast 😢

This only affects the EPG channels from EETV, and not even the Freeview channels on the EPG, unless you are in IP Mode, when it does.

Multicast is a great idea in theory - EETV send out one stream per channel, and everybody piggybacks on it, as compared with On Demand, where everybody gets their own separate stream, which uses a great deal more bandwidth.

But if broadband was a train, then On Demand would be a train that stops at your station to let you climb on board, while Multicast would be a train that thunders through the station, and you have to pick your exact moment to leap on board as it passes.

All those dazed people wandering trackside are the ones who have been awarded IPC6023 because they mistimed the jump 😢

[Andy619]

Sorry I maybe should've mentioned I'm an Openreach engineer (shhhh don't tell anyone!) and my fttp is rapid. Line is testing perfect at the moment. Love the analogy though haha! I'm stealing that one! 

This all worked totally fine for ages when I was on copper! 

[zulu17]

Hi @Andy619 

I've lifted this from the EE community (from April so the backlog mentioned may have changed)

Most of the causes of IPC6023 are related to configuration - either with the Smart Hub*, the network, or your account.  It's rare that it would need an engineer visit to the home for this issue.

One other common cause that you can fix yourself is the hub being set to the wrong mode.  Check this video for instructions on how to toggle between them:

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

If your hub is connected directly to your phone line (usually with a grey cable), you need to make sure Full Fibre mode is switched OFF.  If it's connected via a (usually red) cable to a white box that has its own power supply, then Full Fibre mode needs to be switched ON.

If that is set correctly, and the helpdesk suggests that an engineer needs to be sent out, please insist that the cause is raised with TMC.  They do have a backlog of up to 2 weeks, so I'm afraid you will need to be patient.  When the fault is resolved, you'll be refunded for all the time that you were without service (although remember that you can use the apps to access some of your subscription content).

* Note: if you're not using the BT or EE supplied Smart Hub, then try that before anything else.

So I think you need to make sure that the helpdesk pass your problem onto the TMC again. Sending a new box doesn't seem like the they are following the most direct path to getting you up and viewing.

[Andy619]

Thanks for this! I'll try the hub settings later this morning and see if it helps! But yes I totally agree and have tried to get the BT guides to pass my fault to TMC but I'm not sure they have this time. 

[Andy619]

Unfortunately fttp already activated on my hub settings.

[Leanne_T]

Hi there @Andy619 

Thanks for coming back and letting us know. 

If you could get back in touch with the technical support team, they can get this looked into further for you. 

Let us know how you get on 🙂

Leanne. 

[Andy619]

Well...after another couple of phone calls from BT, tonight at around 7 o clock this evening my router seemed to reset itself. When it was glowing blue again I tried the TV with ally fingers crossed someone had been tinkering but to no avail!

Fast forward to around 8pm and I turned on my EE tv box to load netflix and lo and behold my live TV is back! 

I would really like to know how this was fixed and what the issue was!

[Peter_W]

Thanks for the update @Andy619 😊

We don't have access to your account via these forums to see what exactly has happened here, but I'm really glad to hear that you've noticed these channels return now!

If any of the guys that you spoke with last night follow up with you, please let us know what's recommended as it'll be great for anyone else facing this same issue.

Peter