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.

Cookies on the Plusnet website

We use cookies from Plusnet and our partners so that you get the best experience on our website. They’ll remember your settings, improve social media features and make sure you get personalised offers.

By clicking ‘I Accept’ you accept all cookies, or you can choose which ones you’re happy for us to use. You can change these at any time.

Change your cookie settings

Cookies are small text files that are saved on your computer when you visit some websites. To find out more about the cookies we use, view our cookie policy.

We use them to make our website easier to use. You can remove any cookies already saved on your computer, but this might mean some features won't work as well.

Here's the types of cookies we save. You also can change your settings below:

Essential (They're always needed)

These types of cookies:

  • Help the website display and work correctly
  • Remember what’s in your shopping basket
  • Allow login on the site


These types of cookies:

  • Enable live chat support
  • Remember decisions you made on the site so you don't need to make them again
  • Make your experience on the site more efficient


These types of cookies:

  • Allow you to share on social media
  • Let you comment on blogs
  • To tailor the advertising you see when you visit other websites

Cookies settings successfully updated

You can change these settings at any time on our Cookie policy page. These settings apply to new cookies. If you'd like to remove existing cookies, this can be done in your browser settings.