EPG Not Launching Subscribed Channels

[Jorvik_Mal]

I have just purchased a new tv and have connected my BT tv box to it. I am having the following problems and would welcome any possible solutions.

I have a subscription to Now TV (including Sky Sports) and BT Sport. I can watch these channels via the Now TV and Discovery Plus  apps on the television. The EPG from the BT tv box shows the subscribed programmes but will not launch them directly. I get the IPC 6023 (?) error message suggesting a broadband fault and a prompt to restart the router.

I know other members have had the exact same fault previously but have seen no definitive answer as to how to get the EPG working correctly. I have tried the router reset, soft/hard tv box resets and software update suggestions with no success.

Anyone with any bright ideas? PS the EPG worked fine with previous TV.

Thanks

[DarrenDev]

There is no definitive answer unfortunately - there are very many different reasons that it can happen. All that error means is that the box is asking for the channel, but isn't receiving any data - the fault could be on the box, the cable/wifi to the hub, the hub itself, or outside the home. The only way to diagnose is to call the helpdesk and let a specialist check all the different parts of the service to confirm they're all configured correctly.

Note: changing your TV can't cause this

[rbz5416]

I suspect the change of TV is purely co-incidental, as the error is to do with what the box is receiving (or not!) rather than outputting.

Assuming that you're using a BT Hub that is directly connected to the box by ethernet, then all you can do is follow @DarrenDev's advice.

[Les-Gibson]

Are you on Full Fibre? I seem to remember reading that some people have had success just by powering the ONT down for 30 seconds or so

[NeilO]

@Jorvik_Mal I'm sorry to see you're getting the IPC6023 error. How is your TV box connected to your Hub? Are you using powerline adapters, a direct ethernet cable or wifi? If ethernet ensure the cable is not connected to port 4 on your Hub.

Thanks

Neil

[Jorvik_Mal]

I have a 50 gbs broadband  connection with an Ethernet cable connecting the router to the tv box which is in the same room, about ten feet away.

I only have three Ethernet ports on the back of the router plus a wan port into which the halo box is connected. The connection to the tv box is using port 3 and I do have port 1 unused so might it be worth switching to that instead?

Just in case it is relevant at the time I got the new tv I did have an Ethernet cable installed to a tv in a different room. This cable is attached to port 2 on the router.

Thanks everyone for the suggestions.

[NeilO]

@Jorvik_Mal Thanks for confirming that, does channel 330 work?

Neil

[Jorvik_Mal]

Just checked channel 330 and no it doesn’t work. The channel information is displayed in the bottom third of the screen and the screen above that is blank. After a few seconds the error message comes  up as IPC6023.

[Jorvik_Mal · Accepted solution]

Okay everyone a quick update to let everyone know my problem has been solved.

I rang tech support this morning as suggested and they were able to determine that a setting in my router was set to full fibre connection, which I do not have. They reset this for me whilst I was on the phone to them and lo and behold the EPG now launches my subscribed channels directly.

Thanks everybody for your interest and suggested solutions to my problem. Much appreciated.