I can’t hear any sound
If you can’t hear anything while watching TV or when watching a recording,
try this:
1
Check that the volume on your TV isn’t muted or turned all the way down.
2
Check that the volume on your YouView box isn’t muted or turned all the
way down.
3
Try another channel to see if the sound is missing from all channels or just
the one you’re watching.
4
Check that all your cables are connected properly.
5
If connected to a surround sound system, check that the system is on and
cables are connected correctly.
6
Restart your YouView box. Press the
Power
button on the front of your
box for at least five seconds, then release.
The TV sound isn’t in time with the picture
Connecting your YouView box to speakers or a surround sound system might
cause syncing issues. If this happens, you’ll need to adjust the audio delay.
Go to
Settings
, then
TV Signal and Quality
, then
Synchronise Picture
and Sound
.
I can’t see any channels in the TV guide
Check that your aerial’s connected properly. If it is, exit the TV guide, go to
Settings
, then
TV Signal and Quality
, then
Re-tune Channels
.
My TV picture is pixelated or breaking up with live or
recorded TV
This is likely to be a problem with the Freeview signal reaching your
YouView box. Try this:
1
Check that your cables are connected correctly and securely. In particular,
check your aerial cable’s connection to the wall socket and your
YouView box.
2
Restart your YouView box. Press the
Power
button on the front of your
YouView box for at least five seconds, then release.
3
Re-tune your channels. Go to
Settings
, then
TV Signal and Quality
, then
Re-tune Channels
.
4
Try moving any electrical appliances away from your YouView box to see
if this helps.
5
To find out if there is a problem with your YouView box, connect it to
another aerial connection that you know is working properly.
Moving home
If you’ve moved home, you might not get the same channels you did
before as signal strength and channel availability depend on where
you live.
Catch Up and On Demand
Catch Up and On Demand use your broadband connection, which needs
to be up and running
before
you set up YouView. This might not be until
midnight on the day your broadband’s due to start. And if you’ve got a
new
broadband service, the line needs time to settle – usually about three days.
Catch Up and On Demand shows might pause or stutter during this time, but
don’t worry – it’s quite normal and won’t last long.
Catch Up or On Demand isn’t working
Try restarting your Openreach modem (if you have BT Infinity), Hub and
YouView box. If you have an Openreach modem, turn it OFF, wait a moment,
then turn it ON again. Press the
Restart
button on the Hub, then wait a
few minutes for it to restart. Press the
Power
button on the front of your
YouView box for at least five seconds, then release.
My TV picture is pixelated or breaking up with Catch Up
or On Demand TV
This is likely to be a problem with the broadband connection to your
YouView box or your broadband speed. Try this:
1
Are there any other devices connected to the internet, such as laptops or
games consoles? These can slow your broadband speed, especially during
peak periods. Disconnecting or reducing usage of these when using
Catch Up or On Demand should help.
2
Run a broadband speed check using your YouView box. Press
on
your remote control, then select
Help & Settings
from the main menu,
then
Settings
, then
Broadband Speed Checker
.
3
Check that the Ethernet cable between your YouView box and your Hub (and
Powerline adapters if you’re using them) are connected correctly and that
they’re connected to a yellow Ethernet port on your Hub, not the red one.
Freeview channels
What do I need to know about Freeview channels?
Availability of Freeview channels depends on where you live. To check
which Freeview channels you should be able to receive in your area,
go to
digitaluk.co.uk
Almost all Freeview problems relate to the quality of your aerial or wiring,
so make sure that you’ve got a good quality external or loft aerial capable
of receiving a digital Freeview signal and that it’s aligned with your local
transmitter. This shouldn’t be a portable aerial (even with a booster).
Freeview signals can be affected by:
•
local geography
– tall trees, hills or buildings in direct line with your
local transmitter
•
weather
– low pressure or windy conditions, especially if the aerial isn’t
securely mounted. Weather can disrupt picture quality, cause pixilation
and/or picture freezes. It might even cause missing channels
•
wiring
– make sure you’re using good quality cables. These are vital to
ensure the signal from the aerial reaches your YouView box with the
least interference.
If you have trouble watching live or recorded Freeview programmes, or
you’re missing Freeview channels, it could be because your aerial or cables
need replacing. To get them checked, to order a new aerial or to get help
with Freeview, call
0800 800 150
or go to
bt.com/help/freeview
Help and tr
oubleshooting
Help
For help, go to
bt.com/help/youview
46
47
