If you're having problems watching On Demand programmes, we suggest you run through the following checks and actions to help diagnose and solve the issue. After each step, you should check your service to see if the issue has been resolved before proceeding to the next step.
If you access your YouView box via a landline you need to make sure there is not a connection problem. If you don’t have a dial tone then please contact us.
Make sure your cables are connected correctly, especially the ones 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 YouView connection guide.
Check your box is connected to your network. You can do this by going to 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 OK button. If the device connects, return to the service you were using.
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.
If you are able to connect then it may be that another device is using the internet at the same time. Downloading music or large files or watching films can all impact on your internet connection, depending on your download speed.