Support - Fix for IPC6023


Viewers in the West & South West
Viewers in the West & South West of England may need to retune after 9am on the 19th June 2019 to ensure they receive all available Freeview channels. More information   here
Fix for IPC6023
Poor picture quality
Looks like we’re not getting enough broadband speed from your router to show a good picture. Try these steps and we’ll see if we can help it pick up the pace:
  1. Check your speed
    Slow and steady doesn’t always win the race. Sometimes you need to be faster. YouView requires a minimum broadband speed of 3Mbps to run smoothly. You’ll need a faster speed if you’re watching subscription channels in HD or UHD.

    Check you have enough speed using our availability checker. If it’s not fast enough, then try our steps but if they don’t work you’ll need to talk to your broadband provider about your speed.
  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 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.
  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. Reduce your usage
    Sharing is caring, but if you have too many devices in your house using the internet, this can slow your speed down. Try disconnecting some of these devices and see if helps improve your issue.
  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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