Live in Tyne and Wear or County Durham? Experiencing issues with your viewing? See our FAQs on how to retune on your set-top box or TV.

What should I do when experiencing an issue with an individual player?

First check your internet connection is working. A good way to do this is to check whether the players are working on other devices you watch them on, such as a mobile or tablet. You’ll need a minimum broadband speed of 2Mbps to watch content from the players.

Then, if the internet's working, check the device you're having problems with. Do other internet-connected services still work on it, such as Channel 100 or 264? If they don't, there might be a problem with your device and you should contact the manufacturer.

Player problem? Here's what to do

If you can still use other internet-connected services on your device, then it's very likely there's a problem with the actual player. 

As a first step, try again later – there may be an issue that the player is trying to resolve.

If the problem persists then look at the support webpages for each of the players or directly contact the providers (as they're responsible for the players working properly):

Remember you'll need your login for each individual player.

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