An On Demand player isn't working

If you're only having problems with a single On Demand player

If you're having problems with a single player but other players from the same menu work, this means your setup and connection are working. You'll need to contact the provider of the player to report the problem.

Please see for the latest contact details.

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 or ongoing maintenance work in your area, it's worth waiting until this has cleared, as it's likely the cause of your picture problems.

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 to make sure your set top box is fully up to date.

If there's a problem with the picture or sound

Visit the TV help pages and choose the picture or sound guides for help with issues you may be having with these.

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