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All errors starting with IPC

If you're seeing an error message but you can watch Internet channels

You can switch off error messages for Internet channels by following the steps below:

  • Press the YouView button on your remote and select Settings
  • Go to TV Signal & Quality and select Picture Quality alert for Internet channels

If you're seeing this error message when trying to make or playback recordings

Please see our TV help pages and choose the recording category.

  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 or ongoing maintenance work in your area, 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.

    How to check the 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:

    Follow the steps below to check if your set top box is connected to broadband.

    • Press the YouView button on your remote and select Settings
    • Go to Network & Internet and look at Network Connection Status

    If it doesn't say Connected, select Wired connection, make sure it's set to Auto and choose Next to force your set top box to reconnect to your router.

    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).

  3. If you're using Powerline adapters

    If your router and set top box are close enough, try using the supplied 10m Ethernet cable to connect your set top box to your Plusnet router directly.

    If you can't do this, or the problem only happens when you're using powerline adapters, please see our Troubleshooting guide for powerline adapters.

  4. Check the cables

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

  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).

    Then, 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 for the Internet light to turn green
    • Finally switch your set top box on, and check if you're still having problems

This channel is currently unavailable

  1. Unhide the channel from the YouView guide

    • Press the YouView button on your remote and select Settings
    • Go to TV Signal & Quality and select Picture Quality alert for Internet channels
  2. 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).

    Then, 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 for the Internet light to turn green
    • Finally switch your set top box on, and check if you're still having problems
  3. If you're still seeing error BTR-001 after following the steps above

    You'll need to speak to our support team. Please contact us, quoting the error message BTR-001.

You'll need to speak to our support team. Please contact us, quoting the error message BTR-002.

You'll need to cancel one of your current recordings before you can watch the BT Sport Connected Red Button service. If you're not sure how to do this, follow the steps below:

  1. Press the Close button on your YouView remote to exit the service.
  2. Press the MyView button to open the MyView page
  3. Follow the directions on screen to cancel one of the programmes that's currently recording

You'll now be able to start watching the BT Sport Connected Red Button service.

  1. Retune your set top box

    • Press the YouView button on your remote, and select Settings
    • Go to TV Signal and Quality, select Retune channels and follow the steps on screen

    If this doesn't work, remove the aerial cable from the back of the box and follow the steps above to retune channels again.

    Once this is complete you'll have no channels on the list. Restart your set top box, plug the aerial cable back in and then follow the steps above again to retune channels and restore the full channel list.

  2. 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).

    Then, 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 for the Internet light to turn green
    • Finally switch your set top box on, and check if you're still having problems
  1. Unhide the channel from the YouView guide

    • Press the YouView button on your remote and select Settings
    • Go to TV Signal & Quality and select Picture Quality alert for Internet channels
  1. 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).

    Then, 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 for the Internet light to turn green
    • Finally switch your set top box on, and check if you're still having problems
  2. If you're still seeing error BTR-022 after following the steps above

    You'll need to speak to our support team. Please contact us, quoting the error message BTR-022.

You'll need to cancel one of your recordings before you can continue watching the BT Sport Connected Red Button service. If you're not sure how to do this, follow the steps below:

  1. Press the Close button on your YouView remote to exit the service.
  2. Press the MyView button to open the MyView page and follow the directions on screen to cancel one of the programmes that's currently recording.

You'll now be able to return to watching the BT Sport Connected Red Button service.

  1. Check your channel packs

    You need an active BT Sport subscription before you can watch this content

    If you've not added BT Sport yet

    You can do so by visiting www.plus.net/tv/channelpacks

    If you've already added BT Sport to your account

    Go to www.plus.net/tv/channelpacks and check that BT Sport is shown as active.

    • It can take up to 24 hours for new channels to become available after placing an order
    • If it's been longer than 24 hours and you still can't see the channels, please contact our Support Team
  2. If you're still seeing error BTR-112* after following the steps above

    You'll need to speak to our support team. Please contact us, quoting the error message you're seeing (BTR-112 a,b,c or d).

  1. Check the settings on your set top box

    • Press the YouView button on your remote and select Settings
    • Go to Your Info & Legal management and make sure Terms of use

    About your postcode

    • Make sure the spacing is correct and be sure to remove any spaces between letters. Use only one space between the first and second part of your postcode e.g. AB1 2CD or AB1C 2DE
    • Don't use a space before or after the postcode
    • You can check the spacing by using the left and right navigation arrows on your remote control. One click left or right equals one space
    • You can remove unnecessary spaces by pressing the 'DEL' button on your remote control. If in doubt, scroll right as far as possible (to ensure there are definitely no spaces left) then delete the entire postcode and any other blank spaces left over and re-enter your postcode
  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.

    How to check the 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

    Follow the steps below to check if your set top box is connected to broadband.

    • Press the YouView button on your remote and select Settings
    • Go to Network & Internet and look at Network Connection Status

    If it doesn't say Connected, select Wired connection, make sure it's set to Auto and choose Next to force your set top box to reconnect to your router.

    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).

  3. If you're using Powerline adapters

    If your router and set top box are close enough, try using the supplied 10m Ethernet cable to connect your set top box to your Plusnet router directly.

    If you can't do this, or the problem only happens when you're using powerline adapters, please see our Troubleshooting guide for powerline adapters.

  4. 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 the problem.

  5. Check the cables

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

  6. 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).

    Then, 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 for the Internet light to turn green
    • Finally switch your set top box on, and check if you're still having problems
  1. Check the settings on your set top box

    • Press the YouView button on your remote and select Settings
    • Go to Your Info & Legal management and make sure Terms of use

    About your postcode

    • Make sure the spacing is correct and be sure to remove any spaces between letters. Use only one space between the first and second part of your postcode e.g. AB1 2CD or AB1C 2DE
    • Don't use a space before or after the postcode
    • You can check the spacing by using the left and right navigation arrows on your remote control. One click left or right equals one space
    • You can remove any unnecessary spaces by pressing the 'DEL' button on your remote control. If in doubt, scroll right as far as possible (to ensure there are definitely no spaces left) then delete the entire postcode and any other blank spaces left over and re-enter your postcode
  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.

    How to check the 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:

    Follow the steps below to check if your set top box is connected to broadband.

    • Press the YouView button on your remote and select Settings
    • Go to Network & Internet and look at Network Connection Status

    If it doesn't say Connected, select Wired connection, make sure it's set to Auto and choose Next to force your set top box to reconnect to your router.

    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).

  3. If you're using Powerline adapters

    If your router and set top box are close enough, try using the supplied 10m Ethernet cable to connect your set top box to your Plusnet router directly.

    If you can't do this, or the problem only happens when you're using powerline adapters, please see our Troubleshooting guide for powerline adapters.

  4. 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 the problem.

  5. Check the cables

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

  6. 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).

    Then, 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 for the Internet light to turn green
    • Finally switch your set top box on, and check if you're still having problems
  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 or ongoing maintenance work in your area, it's worth waiting until this has cleared, as it's likely the cause of the problem.

  2. Check for software updates

    • 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. If it does, repeat the above steps after the restart to make sure your set top box is fully up to date.

  3. 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.

    How to check the 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:

    Follow the steps below to check if your set top box is connected to broadband.

    • Press the YouView button on your remote and select Settings
    • Go to Network & Internet and look at Network Connection Status

    If it doesn't say Connected, select Wired connection, make sure it's set to Auto and choose Next to force your set top box to reconnect to your router.

    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).

  4. If you're using Powerline adapters

    If your router and set top box are close enough, try using the supplied 10m Ethernet cable to connect your set top box to your Plusnet router directly.

    If you can't do this, or the problem only happens when you're using powerline adapters, please see our Troubleshooting guide for powerline adapters.

  5. Check the cables

    Make sure all cables are connected securely. The connection between your set top box and Plusnet router is the most important at this point. Howeve, you should also check the 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.

  6. 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).

    Then, 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 for the Internet light to turn green
    • Finally switch your set top box on, and check if you're still having problems
  1. Is the channel you're trying to view available in your area?

    Note: If all the channels are missing, you can skip this step.

    Most homes in the UK can receive Freeview, but not all channels are available in all areas. Use the Freeview availability checker to find out what you can receive in your area.

    If the problem channel isn't listed, then you're unlikely to be able to receive it correctly, if at all.

  2. Check the aerial cable

    Make sure the aerial cable is connected securely. The easiest way to do this is to remove and then reconnect the aerial cable on the back of your set top box.

    Your aerial

    To pick up Freeview channels you'll need a good quality loft or external aerial that's capable of receiving digital TV signals and is aligned with your local transmitter. Avoid using a portable aerial (even with a signal booster).

  3. Retune your set top box

    • Press the YouView button on your remote, and select Settings
    • Go to TV Signal and Quality, select Retune channels and follow the steps on screen

    If this doesn't work, remove the aerial cable from the back of the box and follow the steps above to retune channels again.

    Once this is complete you'll have no channels on the list. Restart your set top box, plug the aerial cable back in and then follow the steps above again to retune channels and restore the full channel list.

    Do you live in a 4G connected area?

    The radio frequencies used by 4G can sometimes cause problems with Freeview signals. At800 are an independent group set up to help UK Freeview viewers who may be affected by this. Please see the Lets be clear site for more information.

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 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 TV Signal and Quality and select Restore Hidden Channels
  1. Is the channel you're trying to view available in your area?

    Note: If all the channels are missing, you can skip this step.

    Most homes in the UK can receive Freeview, but not all channels are available in all areas. Use the Freeview availability checker to find out what you can receive in your area.

    If the problem channel isn't listed, then you're unlikely to be able to receive it correctly, if at all.

  2. Check the aerial cable

    Make sure the aerial cable is connected securely. The easiest way to do this is to remove and then reconnect the aerial cable on the back of your set top box.

    Your TV aerial

    To pick up Freeview channels you'll need a good quality loft or external TV aerial that's capable of receiving digital TV signals and is aligned with your local transmitter. Avoid using a portable aerial (even with a signal booster).

  3. Retune your set top box

    • Press the YouView button on your remote, and select Settings
    • Go to TV Signal and Quality, select Retune channels and follow the steps on screen

    If this doesn't work, remove the aerial cable from the back of the box and follow the steps above to retune channels again.

    Once this is complete you'll have no channels on the list. Restart your set top box, plug the aerial cable back in and then follow the steps above again to retune channels and restore the full channel list.

    Do you live in a 4G connected area?

    The radio frequencies used by 4G can sometimes cause problems with Freeview signals. At800 are an independent group set up to help UK Freeview viewers who may be affected by this. Please see the Lets be clear site for more information.

The channel or program you're trying to view can only be accessed when your TV and set top box are connected with an HDMI cable.

If you're not using an HDMI cable, you won't be able to view this content. If you are, follow the steps below:

Check the cables

Make sure the HDMI cable is connected securely at both ends. The quickest way to do this is remove and reconnect the cable.

If your TV has more than one HDMI port, try using that one instead (remember to change the input source on your TV to the corresponding socket).

If you're able to, switch the HDMI cable out for another one and try again.

High-bandwidth Digital Content Protection (HDCP) is a system which encrypts the signal passing through the HDMI cable connecting your TV set and YouView box. HDCP requires authentication from both devices and if this fails, the signal fails producing this error message.

  1. 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).

    Then, 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 for the Internet light to turn green
    • Finally switch your set top box on, and check if you're still having problems
  2. Check the cables

    Make sure the HDMI cable is connected securely at both ends. The quickest way to do this is remove and reconnect the cable.

    If your TV has more than one HDMI port, try using that one instead (remember to change the input source on your TV to the corresponding socket).

    If you're able to, switch the HDMI cable out for another one and try again.

  1. Check the settings on your set top box

    • Press the YouView button on your remote and select Settings
    • Go to Your Info & Legal management and make sure Terms of use

    About your postcode

    • Make sure the spacing is correct and be sure to remove any spaces between letters. Use only one space between the first and second part of your postcode e.g. AB1 2CD or AB1C 2DE
    • Don't use a space before or after the postcode
    • You can check the spacing by using the left and right navigation arrows on your remote control. One click left or right equals one space
    • You can remove any unnecessary spaces by pressing the 'DEL' button on your remote control. If in doubt, scroll right as far as possible (to ensure there are definitely no spaces left) then delete the entire postcode and any other blank spaces left over and re-enter your postcode
  2. Restart your set top box

    Switch your set top box off at the wall socket and leave it for 30 seconds before switching it back on.

YVM5001 - Unable to connect to your YouView box

Please note: This error code will only appear when you are unable to manually connect to your or YouView or YouView+ box.

  1. Check your YouView box is online
  2. Check your mobile is online
  3. Generate a new Connection Code on your YouView box:

    • Press the YouView button
    • Navigate to Settings > Device Management > Mobile Device and Select Connect Device.
  4. Once the Connection Code is displayed on the screen enter this into the Connection Code screen in the YouView App on your mobile device

    • Open the YouView app on your mobile device
    • Click Next on the YouView setup screen
    • Select Enter Connection Code and enter the code displayed on your TV screen
    • Click Next.

YVM5002: Connection Failed

The YouView App requires an Internet connection to display TV schedule and programme information.

Check your mobile device is online, using either a mobile data or wi-fi connection, then press the Refresh button in the YouView App.

You can check whether your device is connected to the Internet by using the web browser on your mobile device (e.g. Safari or Chrome) to open a website.

YVM5003: No Internet

The YouView App requires an Internet connection to display TV schedule and programme information.

Check that your mobile device is online, using either a mobile data or wi-fi connection, then press the Refresh button in the YouView App.

You can check whether your device is connected to the Internet by using the web browser on your mobile device (e.g. Safari or Chrome) to open a website.

YVM5007: Recording Unsuccessful

The YouView App was unable to send your recording request successfully.

Check your mobile device is online, using either a mobile data or wi-fi connection, then try again.

You can check whether your device is connected to the Internet by using the web browser on your mobile device (e.g. Safari or Chrome) to open a website.

YVM5008: No Channels Tuned

This message is displayed when there are no channels tuned on your YouView box, or you have recently tuned channels.

To re-tune channels on your YouView box:

  1. Press the YouView YouView Button button
  2. Navigate to Settings > TV Signal & Quality > Re-Tune Channels

It may take up to 30 minutes for the re-tuned channels to appear in the YouView App.