IPC6023

[Dal2]

Hi,

Just been with BT for 3 weeks. Signed up for Full Fibre 900 with BT Sports and Asian channels. Everything was fine until Thursday evening when whilst watching TV we got an IPC6023 message whilst watching a channel. None of the channels are working other than BT Sports.

I tried everything on the Help section of the message and even tried turning off the ONT for 15 mins as suggested on another post

Called up Customer services and they made me switch back to the BT Hub 2as I was using my own Asus router. They also got me to reset the BT hub and the BT TV Pro box but still no channels. I was also asked to switch between ethernet and wifi on the BT TV Pro box. Nothing worked. I was told the call would be escalated to second line.

Waiting now hopefully someone from BT gets back to me soon. Don't have an aerial so doing our best switching on the apps to watch tv.

This must be an issue at source

[NeilO]

Hi, @Dal2 welcome to the community and thanks for posting, I'm sorry to see you're getting the IPC6023 error on your BT TV channels. It does sound like a network or subscription issue if this is happening on both boxes and the BT Sport channels are still working. This is something that second-line support will be able to fix, keep the thread updated and let us know how you get on.

Thanks

Neil

[Dal2]

Hi NeilO,

Thanks for your message.

Update on the situation I've been either called or texted by second-line support every 2 working days to assure me they are investigating. The chap that took my call initially has also called a couple of times to advise the issue is being looked into. In today's call, I was advised the issue may be at the exchange as others in my area have reported issues. Not sure if they are the same. I was told the card responsible for providing the TV data at the exchange will be rebooted at the weekend and BT support will next contact me next week.

Fingers crossed.

Thanks 

[DanielS]

That's great @Dal2.

That team should be our TMC team which stands for our Technical Management Centre. They are a very good team who will do everything they can to help you get this fixed.

It's good to see that they are still updating you. If you ever need us to contact them, on your behalf, please come through and let us know.

Thank you

DanielS 

[Dal2]

Hi DanielS,

Thanks for your message and offering to contact the TMC on my behalf if required.

As promised, I received a call from the TMC yesterday afternoon, and they provided me with the following update. Unfortunately, the work they carried out over the weekend did not resolve the issue. They have now ordered a new card. I was advised I would next receive a call on Thursday.

Hopefully, the new card does the trick. I will provide an update on Thursday

Thanks

[NeilO]

Hi @Dal2 thanks for keeping the thread updated, I hope the new card resolves that for everyone affected.

Thanks

Neil

[Dal2 · Accepted solution]

Hi,

Hopefully, this is my final update 🙂

This morning I noticed my internet went down overnight for a period. My home security system logs informed me of this. This made me think they must have swapped the card out at the exchange.

So immediately I went to have a look but unfortunately, it was exactly the same IPC6023 message popping up

Decided I might need to restart my equipment so I powered down the ONT, BT Hub 2 Router and the BT TV Box Pro while I went to drop my daughter off. 35mins later I powered everything back but unfortunately still no TV.

Later in the morning, I got a call from BT saying the problem has been fixed! I advised that nothing had changed, so the BT support person said she would speak with the second line.

Looking at my BT account I could see the fault that was registered was now showing as solved. To be honest this annoyed me so I called up support immediately. I spoke with yet another engineer to ask for the fault not to be registered as solved. This engineer asked me to start the TV box just to make sure. I started the box and nothing besides the BT channels worked and I got the same IPC6023 on all other channels.

However, whilst I was speaking with the support person for 3 or so minutes the channels just started working. He confirmed did nothing on his end.

No idea what happened just glad it's back after 2 weeks.

Sorry for the lengthy messages. Just want to explain my situation in case any information here helps anyone else that might find themselves in a similar situation.

Thanks,