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Message 11 of 29

Re: Pro Box and Mini - A Mini Issue

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Had a call from TMC yesterday telling us the exchange hadn't been properly configured and would call back again today.

This morning, we had a text to say the issue was resolved but it hasn't been, as EETV still isn't working (Rebooted everything before i tried) @DarrenDev are you able to see if its showing as resolved or still pending?

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Message 12 of 29

Re: Pro Box and Mini - A Mini Issue

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You should be able to reply to the text @Popeye13_Official 

Unfortunately TMC use their own system for tracking faults, which I don't have access to.

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Message 13 of 29

Re: Pro Box and Mini - A Mini Issue

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Replied to the message and got a callback from someone who was rather unhelpful and short. They remote factory reset the TV box 🙄 and said that should have addressed the issue (When TMC told us yesterday it was an exchange config. issue) and we still have no TV service.

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Message 14 of 29

Re: Pro Box and Mini - A Mini Issue

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Sorry to hear that the person on the phone was unhelpful. I can't see the TMC notes, but I can see notes on your account that match what you've said. The fault is still open, and it says they'll check in again when you're at home - I'm not sure if a time was already agreed?
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Message 15 of 29

Re: Pro Box and Mini - A Mini Issue

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The TMC call yesterday said they'd call-back today at some point, and when asked if any time was unavailable we said no (Im on annual leave so im at home) so they said they'd call at some point today.

Thanks for looking anyway, its appreciated.

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Message 16 of 29

Re: Pro Box and Mini - A Mini Issue

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TMC just called, and confirmed after raising an issue to be checked at the exchange, thats built and performing correctly yet we still have the loss of TV with same error code (IPC6023)

Now its off to the 'Offline Team' to investigate if something is off with the account because after factory-resetting the hub, its still not receiving the Multicast data for the Box. Next call is Tuesday.

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Message 17 of 29

Re: Pro Box and Mini - A Mini Issue

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OK great. Most cases are typically fixed within a few hours, however some are more complex - sounds like you've been unlucky.
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Message 18 of 29

Re: Pro Box and Mini - A Mini Issue

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I keep seeing TMC, but I don’t know how they come into it. Can I ask who they are, and what do they do?

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*** Longtime YouView box owner, BT Broadband customer, finally an EE TV subscriber ***
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Anonymous
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Message 19 of 29

Re: Pro Box and Mini - A Mini Issue

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@Midnight_Voicewrote:

I keep seeing TMC, but I don’t know how they come into it. Can I ask who they are, and what do they do?


I believe it is a BT team, TMC = Technical Management Centre.

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Message 20 of 29

Re: Pro Box and Mini - A Mini Issue

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TMC are the team that faults go to when the helpdesk can't sort it. They then either fix it, or liaise with all the relevant experts to find the cause and get it fixed.