I have an issue with the TV Guide

TV

What do I need to get Freeview Play?

 

Missing TV Guide information

If you're having problems with the TV Guide, it could mean your device isn't receiving the correct signals needed to populate it.

This could be due to:

  • Channel availability in your area
  • Planned works taking place in your area
  • Channel updates.
  • Weather affecting the signal
  • Loose or damaged cables
  • Loose or damaged aerial or aerial cables

To check channel availability and details of planned works in your area you can use our Freeview Channel Checker.

The most recent news on channel updates and weather issues can be found in our Updates and alerts section.

More information on how weather can affect your signal can be found in our FAQ section

If there has been a recent update to channels in your area you may have to retune to receive the new or updated channels.

For help with retuning please check out our automatic retune and manual retune guides.

If you are having problems viewing channels we can help you to fix the problem.

Please note that programme information can take some time to be received after a retune, so allow 5-10 minutes for the guide to populate.

Steps to help you to check your aerial and cables:

  1. If you are using a set top box check the cables are connected securely between the box and TV and that there is no damage to the cables.
  2. Check your aerial cable is plugged in securely to your TV or set top box and that the connections are not loose.
  3. Check that there is no damage to your aerial cable.
  4. Step outside and perform a visual check from the ground to see if your aerial and external cables appear to be in good working order.
  5. Check if your aerial is pointing in the same direction as others nearby.

Please do not try to climb onto the roof of your home or use ladders.

If you are unsure please seek help from a qualified aerial installer, who will have experience of working at heights and information about transmitters in your area.

More information on local installers can be found on the following websites:

Get me viewing website

Get me digital website

I can't scroll back on the TV Guide (Freeview Play)

If you can’t see catch-up TV programmes on Freeview Play when you scroll back in the TV Guide, there are three things that could be happening:

  1. There may be a problem with your internet connection.
  2. Catch-up programmes aren’t available on that channel.
  3. There is a problem with one of the players.

A problem with your internet connection?

Go to the Freeview Play apps page in your TV, then try to launch the player you want to use. If you can still access programmes directly from a player, your internet connection is working.

If there's still a problem, use a smartphone or tablet to test your internet connection. If you can’t connect using these, contact your broadband provider, or try again later.

Remember, you need a minimum broadband speed of 2Mbps to watch catch-up and on-demand services.

Catch-up programmes aren’t available?

Currently, catch-up programmes are available from BBC iPlayer, ITV Hub, All 4, My5, UKTV Play, Horror Bites, CBS Catchup Channels UK and STV (in Scotland), in many cases for up to 30 days.

More players will be added to Freeview over time – keep an eye out on our news and blog pages for more news on this. 

A problem with one of the players?

Here are links to some of the players' support pages if you need more help:

If you have any more problems, check your device's user manual, or get in touch with the manufacturer.

APP

The TV Guide is in the centre of the menu along the bottom of the Freeview mobile app. To open it just tap it.

You can switch view between what's on now and the full guide by tapping the triple bar icon in the top-left corner. You can also go straight into a single channel by tapping on that channel's icon.

If you're having issues with the guide:

  • Make sure you're connected to the internet, with a broadband speed of at least 2Mbps.
  • Close the app fully and restart it.
  • Check for an updated version of the app on the Google Play Store for Android or the App Store for iOS to see if one is available.

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