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 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 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.
- Bring up the menu with the YouView button on your remote and select Settings
- Go to the Signal & Connection area and select Broadband Connection
- If it says your box is not connected select Auto connect and the box will start looking for your router
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. However, you should also check the aerial and HDMI cables.
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