Can't watch subscription channels

A YouView Box FAQ

Subscription channels use your internet, so if you have a broadband connection issue, you could run into trouble watching them. These steps could help:

Has your service provider confirmed your channels have been activated?

Yes

Good start. Let’s try the next step 

No

Sorry, there’s nothing we can do about that. Give your  broadband provider a quick call to check when the channel(s) will be activated.

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.
  1. Select Settings* from the Menu
  2. Select Software Information from Information & Reset
  3. Select Update Software

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

*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.

We didn't think you'd end up here, but thanks for trying all the above steps.

We'd suggest contacting your service provider for further help.