Check your mobile network connection
Make sure your mobile device is connected to the internet using mobile data or Wi-Fi connection.
Check your network connection status
You may be successfully connected to your router but you may not have Internet access.
Check your connection status:
Press the HOME button on your remote
Scroll down to Settings
Select Advanced settings
Select Network status
Select Check connection
Here you can see if you have internet access.
Restart your router
The simple old trick of restarting your router can help resolve this issue. Switch it off at the plug for 30 seconds and turn it back on. Give it a minute or two to warm up then check if you’re reconnected.
Please don't leave this page while your router is restarting as you won't have any internet access.
Using Powerline Adapters?
Make sure you switch both adapters off for 30 seconds and then turn them back on. Give them a minute to reset and all the lights will come back on.
If you aren't able to connect to the internet at all, you need to give your broadband service provider a quick call. Contact details for BT, TalkTalk & Plusnet can be found on our Useful Contacts page.
If you're not able to connect the app to your box after the above steps, please contact your box provider, internet service provider (if it is BT, TalkTalk or Plusnet) or drop a message on our community forum and you will receive the help you need.