If you are missing some of your channels, please follow the steps below:
Has the channel been hidden?
Check that the channel(s) have not been hidden. To do this press the Guide button on your remote control to bring up the programme guide. Press the yellow button to activate Edit Channels. You will now be able to see all hidden channels by scrolling through the list to see if the missing channel has been hidden. Alternatively, you can press the red button to restore all channels that have been hidden. To unhide channels see our FAQ How do I unhide previously hidden channelsDid you get an error message?
Yes - Please see our section on Error Messages
with details on how to resolve them.
No - go to the next stepCable check
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 Connection 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. (Your manual will tell you what the lights mean.) If they won’t set up properly, check the manual and try resetting them. If you are experiencing problems, you should contact the manufacturer or retailer from where you bought them.Planned Engineering works
Check the Digital UK
website to see if there is any planned engineering works that may be affecting the service in your area.Channel check
To confirm which digital channels are available in your area use our Availability Checker
If the problem channel isn't listed you may not be able to receive. Channels are sometimes renamed or moved in the programme guide so it's worth bearing this in mind when looking at the listed results.
The channel is listed: check the TV signal and quality for the channel. To do this, press the YouView
button, then go to Settings > TV Signal & Quality > TV Signal Quality. Signal quality of less than 50% may cause you to lose some channels . Conversely, if your signal is too high this could also cause an issue. You could try connecting your YouView box to another aerial port in your home if you have one to see if this makes a difference.
If an internet channel is missing, check with your service provider whether you are eligible to receive the internet channels. If it is listed and you cannot view the channel you may need to go through the on screen internet channel assistant set up before being able to view it.Re-tune channels
Try re-tuning your box. Press the YouView
button, then go to Settings > TV Signal & Quality > Re-tune Channels.Restart devices
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’re not sure that it’s connected and have another device on the network, repeat step 4 to confirm. Restart your YouView box, simply touch the power button on the FRONT of the box for 8 seconds continually, then let go. You will know that your box has restarted when you see 'Hello' on the front panel followed by 'Please wait'. Once your box has restarted, check it has connected to your network by following step 4 above.Aerial type
If you have:
An internal aerial: try repositioning it to see if this resolves the issue.
A communal/shared aerial: please contact your landlord or Housing Association.
An external aerial: there may be a fault with the aerial or your aerial may have moved out of position.Further help
If you're missing a single channel, please contact the channel broadcaster directly, or in the case of an internet channel your internet service provider BT.
If the more than one channel is missing, we have recognised a couple of Engineer Support Partners who may be able to help. We have some details in Useful Contacts