Our entrainment package and sky sports boosts stopped working 2 weeks ago. After spending hours going over the same tests with advisors, that don't work, it's getting frustrating. We've had an engineer out who gave us a new box but then said it's talk talk problem and there's nothing he can do - helpful.
Our broadband is working, Netflix etc are all fine, just message Ipc6023 on all extra channels. Even channel 900 test channel shows nothing except message ipc6023.
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I have escalated this for OCE support for you.
Could you please ensure that your community profile includes your PHONE NUMBER as OCE's will need this to tie up your screen name to your account. (click on your avatar to view the information > Settings > Personal information, then scroll to the bottom of page and click save)
This is important as without this information you may have to wait for a few extra days for support.
This has been logged out and under normal circumstances we expect an engineer to test within 24hrs.
Check back tomorrow and we can see what the reported findings are. If I hear back from our teams sooner, I'll reply and update you,
Hello, is there an update today?
This evening the Guide is available for the entertainment channels and sport as always, but now if you enter a channel number example 301 it says" no information available" where as before would have the tv program information you were trying to watch.
When does out TT contract end please?
The contract ends in April 2019.
The multicast engineer has checked the port and has reported that this is working. I've asked for this to be logged back to them as not working and requested we check the full circuit end to end.
Thanks for the update
something has happened from the week of 18th June and it has not worked since.
It is so disappointing and frustrating.
I'm looking to cancel our contact, as TT are not able to provide the service we are paying for.
There will always be an early termination fee for cancelling a service when in contract. For further details you can contact our Loyalty teams and they can advise further.
Everything has been checked our side here, so the only answer must be something to do with the hand off from the openreach circuit. This has been passed back to openreach to progress.
I am cancelling the subscription boosts from our account. I'm not paying for something I can not watch. Have TT disconnected the boosts from our account and tried adding them again?
It is very strange that everything else is working and our internet speed is good, our phone line is good. It's just the boosts.
IPTV services rely on a different signal than standard internet and it is this that is not reaching your TV box.
All settings are correct with regards to the account so that only leaves the exchange side and we are waiting on Openreach to confirm if this has been checked or if they need to carry out work on the circuit.
I've emailed our network teams to chase for an update.
I've heard back from networks this morning. Investigations are underway. Openreach have opened an incident as they have a number of reports of this type of issue affecting other customers from this exchange and this looks to be a wider issue at the exchange itself.
i'll let you know as soon as I have more information.