Support - On Demand player or app not working

HOW CAN WE HELP YOU?

On Demand player or app not working
It looks like your box won’t load that service at the moment. Don't worry we know some steps that might help:
  1. 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.
  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 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 YouView 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
    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 not connected, select Edit connection 
    5. Select Automatic 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
  6. Update players & apps
    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 Information
    4. Select Update players & apps

    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 Update On Demand Players
    4. Select Get Update

    We’ll let you know if we find any updates and start downloading it for you.
  7. 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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