Fix problems with TV channels

Having problems watching TV? Choose what's happening to find the quickest way to fix it.

My TV screen is blank

If you can see an error message, follow the instructions shown on your screen.

If there's no error message:

1. Check your TV is using the correct HDMI input. Press Source, Input, Mode or AV on your TV remote and select the HDMI input your TV box is connected to.
2. Check the HDMI cable is securely connected to your TV and TV box. If you have another HDMI port on your TV, try connecting the cable to that instead.
3. Restart your TV box. Switch it off, unplug it from the power socket and wait 30 seconds. Plug it back in and switch it on.

Freeview channels are missing or the picture is poor

This can happen if there's a problem with the TV signal reaching your box.

1. Check the aerial cable is securely connected to your TV box.
2. Check whether the channel is available in your area using the Freeview channel checker.
3. Go to Settings > Signal & Connection > TV Signal Quality and check the signal for the affected channel.
4. Try another aerial socket if you have one.
5. Go to Settings > Signal & Connection > Retune Channels to retune your channels.
6. Restart your TV box.

Bad weather, building work, electrical equipment or a problem with your aerial can also affect your TV signal.

You can check Digital UK to see if there's any planned works in your area which might affect service in your area.

Don't forget: In IP mode, some channels aren't shown in the TV Guide but are available through apps in the Main Menu. See our BT TV Channel Guide for details.

Subscription channels aren't working

Your subscription channels use your broadband connection.

If you see an error message, check what the error code means first.

If there's no error message:

1. Check your broadband is working.
2. Check your TV box is connected to your hub.
3. Restart your hub and TV box.
4. Wait for your broadband connection to return, then try the channel again.

If only one channel is missing, check that it's included in your TV package.

The picture keeps buffering or breaking up

If you're watching through your TV box:

• Check your broadband connection is working.
• Restart your hub and TV box.
• If possible, connect your TV box directly to your hub.

If you're watching using the TV app:

• Try moving closer to your Wi-Fi router.
• Try another Wi-Fi connection if one is available.
• Pause large downloads or streaming on other devices.
• Use an Ethernet connection if your device supports one.

Using mobile data?

• Move somewhere with a stronger mobile signal.
• Try Wi-Fi instead if it's available.
• Close other apps that may be using your connection.

Still having problems?

If you've tried the steps above and your TV still isn't working, get in touch for further support.