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    Recordings are failing or are poor quality

    Help for when recordings are failing at the start or end of a programme, or are poor quality.

    From 28th October 2021 we no longer offer YouView TV or provide technical support for this service.

    For more information on what this means for you see our YouView TV FAQs.

    Older FAQs will remain so you can still refer to these. They won’t be maintained so may contain information that's not up-to-date.  Unfortunately, our Customer Support Advisors can’t help with queries about these articles.

    From 28th October 2021 we no longer offer YouView TV or provide technical support for this service.

    For more information on what this means for you see our YouView TV FAQs.

    Older FAQs will remain so you can still refer to these. They won’t be maintained so may contain information that's not up-to-date.  Unfortunately, our Customer Support Advisors can’t help with queries about these articles.

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    Please note: This guide won't help fix a failed recording

    Most recording issues are a caused by problems that happened at the time the recording was made. It's not possible to fix a recording after it's made, but we can help you work out what caused the problem and take steps to stop it from happening again.

    If you've lost or have a failed recording, it's worth checking for the programme in the On Demand section, so you don't miss out.

    Please note: This guide won't help fix a failed recording

    Most recording issues are a caused by problems that happened at the time the recording was made. It's not possible to fix a recording after it's made, but we can help you work out what caused the problem and take steps to stop it from happening again.

    If you've lost or have a failed recording, it's worth checking for the programme in the On Demand section, so you don't miss out.

    Recordings are failing

    This generally means that your set top box can't find details for the programme you're trying to record. These sometimes change in the time between you setting the recording and the start of the programme.

    1. Check for service problems and planned maintenance

    Problems affecting a large amount of Plusnet customers will be published on our Service status page.

    If the channel you're recording from is a Freeview channel, check for maintenance work in your area as this may have affected your signal quality at the time of recording. See the Digital UK website for more details.

    If you find there's a service problem or ongoing maintenance work in your area, it's worth waiting until this has cleared. This is likely to be the cause of the problem.

    2. Check the channel you're having problems with

    If you're having trouble viewing the channel (or any other channels) you'll also have problems making recordings. Go to the TV help pages and choose the option that applies to the problem you're experiencing.

    3. Try a manual recording

    Switch to the channel that you tried to record and press the Record button on your YouView remote.

    If your set top box starts recording and you're able to play the recording back, either there was a temporary issue at the time of recording, or the recording stored on your box has corrupted and can't be recovered.

    If you can't start a manual recording, restart your set top box and try the above steps again.

    Only part of a programme has recorded

    Reasons for failed recordings

    A partial recording usually means one of three things:

    • The programme didn't start or finish at advertised time
    • The channel had a problem during the recording period
    • The channel didn't properly send the "Accurate Recording" signal which tells your set top box exactly when to start and finish the recording

    Check the channel you're having problems with

    If you're having trouble viewing the channel (or any other channels) you'll also have problems making recordings. Go to the TV help pages and choose the option that applies to the problem you're experiencing.

    Poor quality recording(s)

    1. Check the channel you're having problems with

    If you're having trouble viewing the channel (or any other channels) you'll also have problems making recordings. Go to the TV help pages and choose the option that applies to the problem you're experiencing.

    2. Try a manual recording

    Switch to the channel that you tried to record and press the Record button on your YouView remote.

    If your set top box starts recording and you're able to play the recording back, either there was a temporary issue at the time of recording, or the recording stored on your box has corrupted and can't be recovered.

    If you can't start a manual recording, restart your set top box and try the above steps again.

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