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.

Check your box has a stable connection to the internet. You can check this on your box through the steps below.

If you have a wired connection:

1. Open the Menu
2. Select Settings*
3. Select Broadband Connection
4. If it says your box is not connected select Edit connection and then Auto connect

*Settings can be found via the cog in the top right corner of the Menu. You can get to the cog by pressing Up and right after opening the Menu.

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

• Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect and reconnect it.
• 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

• Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect and reconnect it.
• There should be two powerline adapters plugged in to 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.

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.

The old “switch it on and off” routine. Overused but it can often help resolve the issue. Press and hold the  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.

If the previous steps didn’t fix the issue, you will need to give your box provider a call. Contact details can be found on our Useful Contacts page.