Live in Tyne and Wear or County Durham? Experiencing issues with your viewing? See our FAQs on how to retune or visit our TV changes help page.

Freeview mobile app troubleshooting guide

If you are having problems with the Freeview mobile app, follow our step-by-step troubleshooting guide below.

Step 1: Check that your device can run the app

To get the Freeview mobile app, you need an Android phone or tablet running Android OS 4.4 KitKat and above, or an iPhone or iPad running iOS 11 and above.

Step 2: Check your internet connection

You'll need a minimum internet connection of 2Mbps, which can either be on your device or through a wi-fi connection.

Instructions for connecting your phone or tablet to the internet will vary from device to device, but here are some basic instructions:

iOS devices

  1. Make sure your router is online and within range.
  2. Tap on Settings, then Wi-Fi.
  3. Choose the name of the wi-fi network you want to use and tap it (a blue tick should appear beside the network name to show it's been selected).
  4. If prompted for a password, enter the correct wi-fi password.
  5. If you want your device to automatically connect to the network when in range, turn on the auto-join option.  

Android devices

  1. Make sure your router is online and within range.
  2. Open the Settings app.
  3. Tap on Connections or Network & Internet, then tap Wi-Fi.
  4. Choose the network you want to connect to.
  5. If prompted for a password, enter the correct password.

If the above instructions don't work for your device, try contacting its manufacturer or visiting its help pages online for more detailed instructions.

3: Check you have the most up to date version of the app

We always recommend keeping your app up to date to make sure you get the best experience. The newest versions will be available in the App Store for iOS and Google Play Store for Android.

You can also allow automatic updates on your mobile device. That way, if there's been an update to the Freeview mobile app, you should get a pop-up message when you log in, and all you need to do is follow the instructions to download.

How to allow automatic updates will vary depending on your device – for more help, check its instruction manual or look up the instructions on the manufacturer's website.

4: Check the players

As with the Freeview mobile app, it is always best to keep your players up to date to ensure you have the best experience. You'll find updated versions of the players in the App Store and Google Play Store.

And, as with our app, if you allow automatic updates on your mobile or tablet you'll also be told if updates for any of the players are available.

5: Reinstall the apps

If the above steps haven't resolved your issue, then try reinstalling the apps.

To do this, first uninstall your Freeview mobile app and all the associated players. Then download the Freeview mobile app again from the Google Play Store for Android or the App Store for iOS.

You'll be taken through a quick set-up so we can make sure you get the most accurate programme information depending on where you live.

The app will then also detect which on-demand players you need to install on your device – including BBC iPlayer, ITV Hub, All 4, My 5 and UKTV Play – so you can link to catch-up content quickly and easily. Make sure you're signed into them, so you can link to the content directly through the Freeview app.

For more help with the individual players, it's best to go through the content providers. Here are links to their main websites and support pages:

BBC iPlayer

ITV Hub

All 4

My5

UKTV Play

Was this article helpful?