IPC6023

[JudyW]

Hi I can see there are lots of questions and issues about code IPC6023 so I’m glad I’m not the only one. Got my new pro box a couple of days ago and set it up

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using broadband connection. All apps working ok but same message on all live channels telling me there’s a problem with broadband and quoting IPC6023. I’ve read a lot of the solutions on here so have rebooted and restarted the router, hub and box several times. Done factory reset as well. Spoke to customer services who said it was faulty box so new box arrived today and exactly the same thing is happening. Not impressed - if this is a common problem that BT are aware of then they need to get it sorted. Help please ! 

[scharter]

@JudyW  BT's help desk mainanswer to any problem seems to be send a replacement box, without doing any diagnostics.

[JudyW]

Yes it appears so. I didn’t think a new box would resolve it but was worth a go! I’m hoping one of the moderators will be able to escalate for me as don’t relish the thought of going through the whole scenario again with customer services. 

[RobbieMac]

Hi @JudyW

Welcome and thanks for your post!

I am sorry for the IPC6023 error message you're seeing on your BT TV service.  When you try and tune to whatever channel you want to watch; is it a completely black screen or is there picture but it's pixelated (with the error code)?

It's either a configuration problem or it's related to your broadband speed.  Either way, we'll be happy to give you a hand.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[scharter]

@RobbieMac In which case why does the HD insist on sending out new boxes, and wasting more money?

[PaddyB]

Hi @scharter,

The IPC6023 error is as Robbie said, usually a configuration issue or a problem with the broadband connection. Both of these are unlikely to be fixed by a replacement box.

Thanks,

Paddy

[NeilO · Accepted solution]

Hi, @JudyW I'm glad that this is now resolved. There was a configuration issue with the ONT that was resolved when we escalated this to TV specialists and I apologise for the inconvenience caused.

Neil

[Pattyb1986]

Hi I'm sorry but what is the solution to this issue? 

[Leanne_T]

Morning @Pattyb1986 

Thanks for coming to the community. 

If you get in touch with our technical support team, they can check the connection for you and see what is needed to get this error message resolved for you. 

Thanks 🙂

Leanne.