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    Missing Internet channels (channels between numbers 307-488)

    A quick guide to resolving missing Internet channel issues.

    Before you continue - Make sure the channel isn't hidden

    Use the YouView remote to enter the number of the channel that's missing from the YouView guide (if you're not sure what the number is, check our channel pack list).

    If this allows you to watch the channel, it means the channel is hidden from the YouView guide. You can fix this by following the steps below:

    • Press the YouView button on your remote, and choose Settings
    • Go to the Signal & Connection area and select TV Channels
    • Select Restore hidden channels
    • If you unhide hidden channels, you won't be able to re-hide them until we enable this feature in a future software update

    Before you continue - Make sure the channel isn't hidden

    Use the YouView remote to enter the number of the channel that's missing from the YouView guide (if you're not sure what the number is, check our channel pack list).

    If this allows you to watch the channel, it means the channel is hidden from the YouView guide. You can fix this by following the steps below:

    • Press the YouView button on your remote, and choose Settings
    • Go to the Signal & Connection area and select TV Channels
    • Select Restore hidden channels
    • If you unhide hidden channels, you won't be able to re-hide them until we enable this feature in a future software update

    Are you missing all or some Internet channels?

    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 you find there's a service problem, it's worth waiting until this has cleared, as it's likely the cause of the problem.

    2. Check your broadband connection

    Channels in our Entertainment, HD and Kids packs are provided through your broadband connection, so this needs to be working correctly to view these channels.

    Broadband connection to other devices

    Try and access the Internet from any other device that's connected to your Plusnet router (e.g. your computer or a tablet device over Wi-Fi). If you can't get a connection, please see our broadband troubleshooting guides - the problem should be fixed once your broadband connection is restored.

    Broadband connection to your set top box

    Make sure your set top box is connected to your Plusnet router. One end of the Ethernet cable should be plugged into the back of your set top box, the other end should be connected to a spare port on the back of your Plusnet router (not port 4).

    If you're using powerline adapters to connect the box to your router, make sure the lights on each adapter are green. If they aren't, please see our Powerlines troubleshooting guide.

    3. Check for software updates

    • Press the YouView button on your remote and select Settings
    • Go to Information & Reset, and select Software information
    • Select Update software

    If an update is available, it'll be downloaded and installed now. Your set top box may need to restart as part of the update process. If it does, repeat the above steps after the restart to make sure your set top box is fully up to date.

    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 you find there's a service problem, it's worth waiting until this has cleared, as it's likely the cause of the problem.

    2. Does your package include the channel you're trying to view?

    Extra TV channels are only shown on the YouView guide if you've subscribed to the relevant channel pack (e.g. you'll only see Channel 123 if you've taken our Kids pack).

    You can see a full list of the channels included in our channel packs. Check your order confirmation email to confirm which channel packs you're subscribed to.

    Please note:

    • If you've recently added a channel pack to your package, it can take up to 24 hours for the order to complete
    • If you've recently removed a channel pack, you'll be able to watch the channels it includes until the following billing date

    3. Restart your set top box

    Switch your set top box off at the wall socket. Leave it off for 30 seconds and switch it back on. Check for the missing channels once your set top box has restarted.

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