If you can’t watch On Demand or catch up content, or you’re seeing freezing, buffering or poor picture quality, follow these steps to get things working again.
Check your Wi-Fi connection
Most On Demand issues are caused by a weak or unstable Wi-Fi connection.
- Make sure your BT TV box is connected to your Broadband.
- If you’re using Wi-Fi, try moving your box closer to your BT Hub
- Avoid placing your BT Hub behind furniture or near other electronics.
- If possible, connect using an ethernet cable for a more stable connection.
- If your connection improves, try watching your programme again.
Check your broadband speed
You need a minimum speed for smooth streaming:
- 2.5Mbps for standard definition
- 5.5Mbps for high definition
- 25Mbps for ultra high definition
- Check your speed to see how your connection is performing.
If your speed is too low:
- try watching in standard definition instead
- get help improving it
Check for error messages
If you’ve seen an error code or message, use the error code checker for specific steps to fix it.
Check your broadband is working
Make sure your broadband connection is active.
- Test it on another device, like a phone, tablet or laptop.
- If other devices can’t get online, you’ll need to fix your broadband first.
Use our Service Status checker if you think there’s an outage in your area.
Check your cables and equipment
If you’re still having problems:
- make sure all cables are securely connected between your Hub, TV box and TV
- check the connection between your Hub and broadband line
See our TV user guides if you want help with connecting your equipment.
Using powerline adapters?
Make sure they’re plugged in, switched on and connected properly.
How to check Powerline Adapters or BT Mini Connectors are working.
Check your box for updates
Your TV box might need a software update.
- Press the Home button on your remote.
- Go to Settings.
- Select Information Reset.
- Choose Software information.
- Select Update software.
Restart your equipment
- Restarting your equipment can fix many common issues.
- Turn off your Hub and TV box at the power.
- Wait 10 seconds.
- Turn your Hub back on and wait until the broadband light is solid.
- Turn your TV box back on.