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
- 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.
Retune your channels
- Press the Home button on your TV Hub remote
- Settings can be found via the cog at the top of the Menu.
- Select TV Settings
- Select TV Channels
- Select Retune Channels
Once tuning is complete, select the appropriate TV region and press the Back button to return to your channels.
Restart your device
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.
Planned Engineering Works
Every so often maintenance works are carried out to keep your transmitter in top condition. This might weaken your signal or interrupt your service.
Check the Freeview website to see if your transmitter is affected.
Don’t know what transmitter you’re using? Pop your postcode into the Freeview home checker to find out.
If your area has multiple transmitters available, you can find out if there's any transmitter faults and see the signal strength of the alternative transmitters on the BBC Reception Check website.
Check for signal interference
Sometimes the issue is out of your control. You could be affected by outside signal interference, such as:
- Storm/windy weather or high pressure conditions
- Engineering works to your local transmitter
- 4G mobile transmitters
Have a read of our article: How to improve your signal for more help.
If the previous steps didn’t fix the issue, you will need to give your box provider a call.