Support - 'No Information' or 'Loading' in the guide


'No Information' or 'Loading' in the guide
This is usually a tell-tale sign that you’re disconnected from the internet. Give these steps a try and we’ll see if we can connect you:
  1. Check your internet
    It’s an obvious one, but check the internet is working in your house. 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.
  2. 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 powerline 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
  3. 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.

    Warning icon Please don't leave this page while your router is restarting as you won't have any internet to browse around.

    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.
  4. Restart your box
    The old “switch it on and off” routine. Overused but it can often help resolve the issue. Press and hold the YouView button on your box for 8 seconds, then let go. You’ll be greeted with a friendly ‘Hello’ telling you that your box has restarted.
  5. Check your network connection status  
    1. Bring up the menu with your remote
    2. Select Settings
    3. Go to the Signal & Connection area and select Broadband Connection
    4. If it says not connected, select Edit connection
    5. Select Automatic and the box will start looking for your router
  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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