This error message is typically displayed when the connection to the internet is lost, therefore you won’t be able to access catch up TV, the on demand players (e.g. BBC iPlayer, 4oD or Milkshake) or any channels included with your TV Boosts. We suggest you run through the following checks and actions in turn to help diagnose and resolve this broadband or internet issue. After each step, you should check your YouView service to see if the issue has been resolved before proceeding to the next step.
Note: If you are using Powerline Adapters, make sure they are working properly by visiting our Powerline Adapters User Guide before following the steps below.
Restart your router by switching off the power, wait 30 seconds and then switch the power on again. Wait until the lights on your router indicate it has finished starting up and has connected to the Internet.
Restart your YouView box, press the button at the back of the box then the power button at the front. Once your box has restarted, check it has connected to your network by following step ‘YouView network connection’ below.
Restart your Powerline Adapters if you use them. Turn them off, then back on again using either the switch on the side of the adapter or on the wall socket. Wait until the lights on the adapters indicate they have finished starting up.
If you receive your broadband service via your home telephone line, check that the line is working, if you don’t have a dial tone please visit the service centre to report the fault.
Check your cables are connected correctly, especially the one from your router to your YouView box and between your router and phone socket.
If you are unsure how to connect your equipment, see our self-install guide. If you’re using Powerline adapters to carry the signal over your electrical circuit, check that both adaptors are plugged in and powered on, and that the respective Ethernet cables are connected properly to the adaptors, your router and your YouView box. To test your Powerline adapters, plug them in next to each other in a double wall socket (not a multi-socket extension strip). They should take between 10 and 40 seconds to set themselves up. Depending on the model, they’ll have coloured lights to show that they’re working properly. (Our userguides will tell you what the lights mean). If you are experiencing problems, have a look at Powerline Adapter Troubleshooting
Check your box is connected to your network. To do this press the button on the remote to bring up the main menu then Settings > Network & Internet. If the Wired Connection is set to AUTO and the Network Connection Status is showing DISCONNECTED, attempt to re-connect by selecting Wired Connection from the menu, selecting NEXT and press the button. If the device connects, return to the service you were using.
If you have another device (for example a Laptop, PC, or a Tablet) connected to the Internet via your router, try opening the www.talktalk.com page or your favourite search engine, in a web browser. If you cannot open the page, this will indicate that your router cannot get to the Internet, please visit the service centre to report the fault.
Use the TalkTalk Speed Checker to test your current broadband speed. Before you run the test we recommend that you:
If you’re broadband speed is under 3Mb/s (Megabits per second), YouView may not work correctly, please contact us regarding your broadband speed.