On Demand picture problems

If the problem is only affecting one On Demand player, please contact the content provider for that player.

  1. Check for service problems and planned maintenance

    Service outages - problems affecting a large amount of 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. This is likely to be the cause of the problem.

  2. Check your broadband connection

    On Demand content is provided through your broadband connection, so this needs to be working correctly to view this content.

    To watch On Demand content with good picture and sound, you need a fast, stable broadband connection.

    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.

  3. 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.

  4. Check for software updates

      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.

    • Press the YouView button on your remote and select Settings.
    • Go to Device management and select Update On Demand 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. Once the update is complete, repeat the above process until you see confirmation that your software is up to date.
  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. 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.