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Cant access any subscription channels error ipc6023

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25 REPLIES 25
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Participant

Hi all. Since yesterday afternoon all my subscription channels such as Sky One has disappeared.Error code appears IPC60 Spent at least four hours yesterday to tech support rebooting router for at least 30 mins, turning off powerline adapters etc. We can view on demand I players and also Netflix/prime video but not live subscription channels. Fibre speed is 18-19 mbps download and no problems viewing internet from different devices. Talk Talk engineer booked to come out for tomorrow morning but I've a feeling this won't make any difference, and TT now want us to buy from them new powerline adapters as they are saying it could be them! Well if this is the case can I still view on demand etc and my speed is ok for this property.(I was told once by BT Openreach that max we could get from exchange was around the 20mbps). Can anyone else help as customer services are a waste of space and am seriously thinking of jacking in contract as I'm paying TT to watch error messages!! Any help much appreicated.

Highlighted
Community Team - TT Staff

Hi

 

Can you test the TV box direct to the router with a cable - this will rule out ethernet.

 

When the engineer arrives, ask them to test another TV box and router to confirm this is not hardware related.

 

Thanks

 

Karl. 

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Highlighted
Participant

Thanks Karl for replying. I'm unable to test the tv box direct to the ethernet cable as the tv box is downstairs and our ethernet cable is plugged into the master socket which comes into the property upstairs. I will ask the engineer when he arrives to test another tv box and router and update you with progress. Engineer is delayed at the moment due to overrunning workload.

Highlighted
Community Team - TT Staff

Ok, No Problem 🙂

 

I'll wait to hear back from you.

 

Karl 

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Participant

Hi Karl,

Apologies for not getting back to you following the engineer visit on Tuesday afternoon.

Engineer confirmed what I had suspected that there was no faulty equipment within the property and escalated the IPC 6023 code to networks. Spoke to network case manager who also tried resetting box etc from his end but it wasn't success full so he has passed on to network specialists in Manchester to try to get problem resolved within 3-5 working days. As of the second day Thursday 5th Dec still no subscription channels and error code is still occurring. Engineer seemed to think the whole account needed resetting as he said some people he knew of had had a similar problem over last two months. Call back to see if problems are resolved is supposed to be booked for 11th Dec in the morning but as of now we are still experiencing no subscription tv service but everything else is fine, broadband speed, Netflix, on demand players etc. 

Do you know if there is any update as to what is happening as I was supposed to receive email for updates but as yet we are still where we were on Sunday 2nd December when this problem started? Any help would be much received and be extremely grateful.

Many thanks

Highlighted
Community Team - TT Staff

Hi geor34

 

I've a multicast engineer on the way to the exchange to verify that all multicast (TV) settings / traffic are correct at the exchange.

 

Thanks

 

Karl. 

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Participant

Thanks Karl. Just phoned tech support for update, apparently they say it is in progress and should be fixed within the three-five working days. Still no difference in tv channels as of this afternoon Friday 6th Dec. Thank you for your help so far. If I hear anything or channels are restored will message you.

Highlighted
Community Team - TT Staff

Hi

 

I've got the engineer report back from Openreach and have raised this to our network teams to look into.

 

Thanks

 

Karl. 

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Participant

Thanks Karl for raising the report from Openreach to networks. Just checked tv service and it's still the same no subscription channels. No call on Saturday as promised by networks neither. Getting a fed up now. Just hope its fixed soon. Many thanks for your help and input by the way. I presume you'll update me with any progress? 

Highlighted
Community Team - TT Staff

Hi

 

I'll follow up on this.  Engineer report from Openreach does say they can only see minimal traffic across the cable link, so I've asked networks to look at this.

 

Thanks

 

Karl. 

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Participant

Thank you again Karl. I know you will keep me updated with any further progress. I'm sure you are probably aware that tomorrow Tuesday is the fifth working day that networks in Manchester are supposed to be looking at it. How will I go about getting compensation for the lost of tv service etc? I would like the tv subscriptions back on to view well before Christmas and I know you are doing your best to help so once again much appreciated.Would it be advisable to try a new tv box or has it gone past that stage?

I am sure you will keep me updated.

 

 

Highlighted
Community Team - TT Staff

Hi geor34

 

I've requested an update on this fault and I will post back on this thread as soon as I receive further information.

 

Thanks

 

Debbie

Highlighted
Community Team - TT Staff

Hi geor34

 

We have been advised that Openreach are investigating a BB fault on your line and this can affect the TV subscription service. We should receive further updates within the next 48hrs.

 

Thanks

 

Debbie

Highlighted
Participant

Hi Debbie,

Openreach have been out to the property and couldn't find any fault on the BB side of things nor on the telephone line. He even plugged tv box straight into ethernet cable and all tests confirmed that it's nothing within the property. However since received a text message saying fault had been fixed when clearly it has not ,so promptly phoned tech support who are sending out tv box should receive within 48 hours and advised to change cables etc, and see if that makes any difference before it is escalated to Manchester Network Specialists again!!!!

Openreach think that there is a fault on your side which is stopping me seeing the subscription channels but I will wait for box and do as you have advised although Openreach suspect it wouldn't do any difference! Procedures I guess.

Makes me feel as if we are going around in circles as why didn't the TT engineer test a new box in the first place on 3rd December! Would have saved unnecessary time being wasted!

Expecting a call back tomorrow I believe and next Wednesday with regards what is happening but seriously now considering cancelling contract if this doesn't work and it's escalated to Manchester again!

Highlighted
Community Team - TT Staff

Hi

 

Test the new box as soon as it arrives and we'll get this back to the network teams.

 

Thanks

 

Karl. 

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Highlighted
Participant

Hi Karl,

Have just spoken to tech support again as the new tv box had arrived and even though changed all the cables and installed, still the subscription channels don't work. They have advised me they have escalated to Networks again and they'll follow up with me via text as what is happening plus a follow up call next Saturday 21st December. Hopefully they might find the solution. Thanks for your help also.

Highlighted
Participant

Dear Debbie/ Karl,

What's the latest on this tv no subscription channels? New box no avail, sent to Manchester again!

Just out of curiosity has anyone your end tried taking off our tv box off your system and reregistering us, as the engineer from yourselves suggested this was the problem! Seems I'm not the only one with this problem reading the forum!!!

If it isn't sorted by the end of this week, I will be enquiring to end my contract with you for the tv service certainly! Getting beyond a joke, no updates as yet- surely after two weeks something can be done about it!

IT WILL I STRESS GO TO A VERY SERIOUS COMPLAINT IF NOT RESOLVED!

Highlighted
Community Team - TT Staff

Hi

 

I've emailed my contact in networks to see if there is a ticket update from NOC - the core network team.

 

I've previously deregistered the box at the start of the fault process - I will always do this for TV faults as I have direct access to the TV back end systems.  Mostly, this will usually only resolve subscription issues rather than connection issues.  The IPC6023 error is more commonly a connection issue so I would suspect configuration issues at a network level.

 

Thanks

 

Karl. 

 

 

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Highlighted
Participant

Thank you Karl for the update on progress and for letting me know that you'd already deregistered the tv box etc and that didn't work. Hopefully networks will find the issue and sort it out. Really strange considering there doesn't seem to be any connection issues showing this end. Anyway thanks for getting on to it, it's more annoying than anything else!

 

Highlighted
Community Team - TT Staff

Hi

 

These issues are always difficult to pin down.  You will not see any connection issues from your side as the usual internet traffic is working ok.  Live IPTV streams use a protocol known as IGMP.   Think of this like a second signal piggybacked on top of the internet signal.  Now these IGMP data packets are more sensitive to disruption and can be dropped not only by a network or configuration issue, but also by a failing router, or any other equipment inbetween.  That's why you might see me asking a customer to try a TalkTalk router if they use their own.   Not all routers are able to pass along IGMP data.  These are things I've ruled out already, so am looking to have the configuration of the cable link checked - thats the interface between our network and the BT network.

 

Thanks

 

Karl.  

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


STAY HOME      -      PROTECT THE NHS      -      SAVE LIVES