Internet channel picture problems

  1. Check the settings on your set top box

    • Press the YouView button on your remote and select Settings.
    • Go to TV Picture and Quality and make sure Picture Quality Alert for Internet Channels is On.
    • If it was off, try the channel you were having problems with again. If you now see an error code on screen, please see our Error codes guide.
  2. Make sure you're using equipment supplied by Plusnet

    To view Internet channels you should only use the set top box and router that we've supplied.

    Other routers may work, however we can't guarantee or provide support for them. Additional set top boxes won't work as YouView TV from Plusnet doesn't currently support a multi-room setup.

  3. Are you having picture problems with any other channels?

    • Try a Freeview channel - e.g. (1 - BBC1).
    • If you are having picture problems go to Freeview steps.
  4. Check your broadband connection

    Internet channels are provided through your broadband connection, so this needs to be working correctly to view these channels.

    To watch these channels with good picture and sound, you need a stable broadband connection with a minimum download speed of 15Mb.

    If you're having problems with your broadband connection, see our broadband troubleshooting guide.

    Our about broadband speeds page will help you make sure you're getting the best possible speed on your line.

  5. Reboot your equipment

    Switch off your Plusnet router, BT Openreach modem and set top box either via the wall socket or the power switch on the back of each unit (where applicable).

    After 30 seconds:
    Switch the BT Openreach modem back on and wait until the DSL light turns green.

    Switch on your Plusnet router and wait until the Internet light turns green.

    Finally switch your set top box on, and check if you're still having problems.

  6. Check your cables

    Make sure all cables are connected securely. The connection between your set top box and Plusnet router is important at this point. However, you should also check your aerial cable and HDMI or SCART cable.

    The best way to do this is to unplug and reconnect each cable in turn. If a spare socket is available (e.g. a spare Ethernet socket on your router, or a spare HDMI socket on your TV) it's worth trying the connection with these too.

  7. If you're using Powerline adapters

    If your router and set top box are close enough, remove your Powerline adapters and try connecting your set top box directly to your Plusnet router with the 10m Ethernet cable.

    If you can't do this, please see our Powerline Adapters troubleshooting guide for additional help.