Resolution for YVM104

YVM104 - Temporary problem with YouView

There may be a temporary problem with your YouView box, we suggest you run through the following checks and actions in turn to help diagnose and resolve this broadband or internet related issue. After each step, you should check your YouView service to see if the issue has been resolved before proceeding to the next step.

1. Restart
   your YouView box, simply touch the FRONT panel round power button for 8 seconds continually, then let go. You will know that your box has restarted when you see 'Hello' on the front panel followed by 'Please wait'. Once your box has restarted, check it has connected to your network by following step 5 below.
2. Terms of Use
   You need to accept our Terms of Use before you can access Catch-up and On Demand services on YouView through your broadband. To read our Terms of Use, and accept them, go to Settings > Your Info & Legal > Terms of Use.
3. Landline check
   If you receive your broadband service via your home telephone line, check that the line is working, if you don’t have a dial tone please contact your phone line supplier.
4. Cable check
   Check your cables are connected correctly, especially the one from your router to your YouView box and between you’re router and phone socket. If you are unsure how to connect your equipment, see our connection guide . If you’re using Powerline adapters to carry the signal over your electrical circuit, check that both adaptors are plugged in and powered on, and that the respective Ethernet cables are connected properly to the adaptors, you’re router and your YouView box. To test your Powerline adapters, plug them in next to each other in a double wall socket (not a multi-socket extension strip). They should take between 10 and 40 seconds to set themselves up. Depending on the model, they’ll have coloured lights to show that they’re working properly. (Your manual will tell you what the lights mean.) If they won’t set up properly, check the manual and try resetting them. If you are experiencing problems, you should contact the manufacturer or retailer from where you brought them.
5. YouView network connection
   Check your box is connected to your network. To do this go to Settings > Network & Internet. If the Wired Connection is set to AUTO and the Network Connection Status is showing DISCONNECTED, attempt to re-connect by selecting Wired Connection from the menu, selecting NEXT and press the OK button. If the device connects, return to the service you were using.
6. Router Internet connection
   If you have another device (for example a Laptop, PC, or a Tablet) that’s connected to the Internet via you’re router, try opening the www.youview.com page or your favourite search engine, in a web browser. If you cannot open the page, this will indicate that your router cannot get to the Internet, please contact your ISP for advice, See our Useful Contacts . If you are able to connect to the Internet, check if any other devices in your home are using the Internet at the same time for example watching videos, playing on-line games, or downloading large files. Depending on your download speed this can impact Internet based YouView services.
7. Restart devices
   Restart your Router by switching off the power, wait 30 seconds and then switch the power on again. Wait until the lights on your router indicate it has finished starting up and has connected to the Internet. If you’re not sure that it’s connected and have another device on the network, repeat step 5 to confirm.
8. Reduce usage
   Are any other devices (such as a computer, laptop or games console) connected to the Internet? This will reduce your speed and may cause buffering. Try disconnecting these devices.
9. Broadband speed test
   Use our Availability Checker to test your current broadband speed. Before you run the test we recommend that you:

   • connect your computer or laptop directly to your Router with an Ethernet cable (not wireless)
   • if possible, close any open applications and programs on your computer
   • make sure there are no other devices connected to the router are using the Internet

   If you’re broadband speed is under 3Mb/s (Megabits per second), YouView may not work correctly, please contact your broadband provider regarding your broadband speed.
10. Further help
    During peak periods (5:00pm to 10:00pm), there may be a lot of people online. This slows your connection down. If your picture is affected during this period, please contact your broadband provider. If the problem persists regardless of the time of day, try contacting your box provider. See our Useful Contacts for details. If none of the above steps have resolved this issue please contact YouView Viewer Support .