Support - Can’t watch subscription channels

HOW CAN WE HELP YOU?

Can’t watch subscription channels
Subscription channels use your internet, so if you have a broadband connection issue, you could run into trouble watching them. These steps could help:
  1. Activate your channels
    Has your service provider confirmed your channels have been activated?
     
    • Yes

      Good start. Let’s try the next step
     
    • No

      Sorry, there’s nothing we can do about that. Give your broadband provider a quick call to check when the channel(s) will be activated.
  2. Check your internet
    It’s an obvious one, but check the internet is working in your home. Use the Wi-Fi or an Ethernet cable on a mobile or laptop, to see if you can connect.
     
    If you can’t connect, give your broadband provider a quick call.
  3. Check your cables
    Time to head round the back of your box. We’ll walk you through what to do.
     
    First things first, we need to check how your box is connected to your router. Pick your connection:
     
    • Direct Ethernet cable
       
      1. Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect it and reconnect it
      2. Follow the cable from your box to the back of your router and make sure it’s securely connected to one of your LAN ports.
     
    • Powerline adapters
       
      1. Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect it and reconnect it
      2. There should be two adapters plugged into your mains. One by your YouView box and one by your router. Check both adapters are switched on and make sure the Ethernet cables are securely connected
  4. Check your network connection status
    Select which version of YouView you're using to show the steps:
     
    This is the NEW YouView menu. If your menu looks like this, follow these steps:
     
    1. Bring up the menu with the Y or YouView button on your remote
    2. Select Settings
    3. Go to the Signal & Connection area and select Broadband Connection
    4. If it says your box is not connected select Auto connect and the box will start looking for your router

     
    This is the ORIGINAL YouView menu. If your menu looks like this, follow these steps:
     
    1. Bring up the menu with the Y or YouView button on your remote
    2. Select Settings and go to Network & Internet
    3. Select Network Connection Status
    4. If it says not connected. Select Wired Connection and choose Automatic
    5. Select Next and the box will start looking for your router
  5. Check for software updates
    Select which version of YouView you're using to show the steps:
     
    This is the NEW YouView menu. If your menu looks like this, follow these steps:
     
    1. Bring up the menu with the Y or YouView button on your remote
    2. Select Settings
    3. Go to the Information & Reset area and select Software
    4. Select Update software

    We’ll let you know if we find any updates and start downloading it for you.

     
    This is the ORIGINAL YouView menu. If your menu looks like this, follow these steps:
     
    1. Bring up the menu with the Y or YouView button on your remote
    2. Select Settings and go to Device Management
    3. Select Software Update
    4. Select Get update

    We’ll let you know if we find any updates and start downloading it for you.
  6. Further help
    We didn’t think you’d end up here, but thanks for trying all the above steps.

    We’d suggest contacting your broadband provider for further help.
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