Freeview Play Troubleshooting

How do I get more help with Freeview Play?

We want you to get the most out of your Freeview experience. That is why we have put together plenty of FAQs, as well as videos, to help you. Check through the troubleshooting FAQs to see the most common issues experienced with Freeview Play.

If you are still experiencing problems then you can also call the Freeview advice line on: 03456 505050.

What happens when I can’t see programmes as I go backwards in the TV guide?

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

Try going to the Freeview Play apps page. Then try and launch the player you want to use. If your internet connection is working, you should still be able to access programmes from a player directly.

If there is still a problem, use a smartphone or tablet to test your internet connection. If you can’t connect, contact your broadband provider or try again later.  If the problem persists then you can contact the player providers below:

BBC iPlayer

Website

Support

The ITV Hub

Website

Support

Contact

All 4

Website

Contact

Demand 5

Support 

Contact

 

*A minimum broadband speed of 2Mbps is required to watch catch up and on demand services – this will count towards any monthly broadband data allowance. Only selected channels provide 7-day catch up.

How do I restart my Freeview Play product?

If you’re experiencing problems with your Freeview Play TV, recorder or internet connection, a good place to begin is to restart your device.

TV

Simply turn your TV off by the main power button, wait about 30 seconds, and then switch the power back on.

Recorder

To restart your TV recorder, put it in standby and turn the power off at the wall. Leave the recorder for 30 seconds and then turn the power on again.

Broadband

Just switch off the power from your router, wait 30 seconds, then switch the power back on.

Having trouble with your network connection?

If your internet is playing up, check that you’re connected by testing on your internet connection through your Freeview Play box/TV. Do this by going to:

Menu > Network > Network status

Your TV or recorder will then test that you’re connected to the internet. If you’re experiencing problems with your internet you may need to contact your provider. If you want to use Wi-Fi, you can check the connection via your smartphone or tablet.

How do I improve my internet connection?

If you’re having some problems with your internet connection, there are a few simple steps you can take to improve you connection:

  1. Turn off your router, wait 30 seconds, then turn the power back on. Sometimes a simple rest can increase your internet speed*.
  2. If you have a wireless router, move it closer to your TV or recorder. This can boost the signal between your devices. If there are thick walls between your router and TV, this will weaken your signal. Find an open spot relatively high up to get the best performance from your router.
  3. Consider buying a powerline adapter – this uses the electricity power lines in your home to send your broadband signal between your router and your Freeview Play devices.
  4. Avoid running other devices, like a tablet or laptop, on the same network.
  5. Check for interference to your Wi-Fi. Other electrical items, like microwave or cordless phones, or even interference from next-door can cause a loss of signal. Switch off these devices if they are near your router, TV or recorder.

*A minimum broadband speed of 2Mbps is required to watch catch up and on demand services – this will count towards any monthly broadband data allowance. Only selected channels provide 7-day catch up.

Do you need help with broadband?

If you have a broadband connection and live in the UK, you should be able to get Freeview Play.

To watch programmes in standard definition, you’ll need broadband speed of 2Mbps for high quality, uninterrupted playback. For high definition viewing, 3Mbps is required. The good news for most people is that their broadband speed is well above this.

The most common cause of problems with playing back a programme is a weak Wi-Fi signal, Wi-Fi interference or other connectivity problems. Check your internet connection using a smartphone or tablet near the TV to identify this problem.

If you want to know more about broadband, check out the following links:

 

Do you need more help with your Broadband connection?

If your internet keeps misbehaving, there is a chance you might have weak Wi-Fi signal, Wi-Fi interference or another connectivity problem*.

If you’re using Wi-Fi, check the connection via your smartphone or tablet. If there is still a problem, contact your broadband provider:

Virgin Media

Website

Support

Contact

Sky Broadband

Website

Support

Contact

TalkTalk

Website

Support

Contact

Plusnet

Website

Support

Contact

EE

Website

Support

Contact

*A minimum broadband speed of 2Mbps is required to watch catch up and on demand services – this will count towards any monthly broadband data allowance. Only selected channels provide 7-day catch up.

What is a factory reset and why would I do it?

If you’re having trouble with your Freeview TV or recorder and a simple retune won’t work, try resetting the device from scratch. You can do this with a factory reset or by restoring your device to ‘shipping condition’.  You might also want to do this if you move house.

  • Go to menu
  • Find the set up option
  • Go through initial set up/factory reset/shipping condition
  • Check your manual for details

WARNING: Performing a factory reset wipes all saved channels and settings, allowing you to start afresh with your television. For recorders, this will also wipe out your recording schedule including series links. On some Freeview recorders, it will also format the hard drive (removing all recorded programmes) as part of the process, so check this before proceeding with a factory reset.

Do you have a problem with an individual TV player?

As a first step, try again later – there may be a problem that the player is trying to resolve. If the problem persists then you can contact the players providers below:

BBC iPlayer

Website

Support

The ITV Hub

Website

Support

Contact

All 4

Website

Contact

Demand 5

Support 

Contact

 

What do I do if have issues with picture/sound/playback for on-demand programmes?

There are several things you can try if you’re having a few issues:

  • Check connection speed is a above the recommended 2mbps using a speed check service
  • Exit programme then resume
  • Exit player then go back into the player and try the same programme again
  • Try a different programme or different player to see if it’s a problem with just one
  • Try again later (the internet is busy at peak times such as Sunday afternoons and early evenings
  • Turn your device off and on again
  • Turn your router off and leave for 60 seconds then turn it on again
  • Try contacting your broadband provider or owner of player
Can I watch catch up TV when my aerial isn’t plugged into my Freeview Play TV or recorder?

If you had an aerial connected when you first set up your device and everything worked normally, then your Freeview Play TV or recorder will remember the settings and potentially allow you to watch catch up TV. However, without regular updates, the service will no longer work.

How do I update my Panasonic TV with Freeview Play software?

Owners of Panasonic TVs from the 2015 ranges below can now upgrade to receive the Freeview Play service. A software download is available from the following location:

Go to menu > set up > system update > system update search now

If you’ve just bought a Freeview Play TV or recorder then you will be prompted for a software update during set up. Press ‘Ok’ and after a few minutes your TV will restart with Freeview Play ready to go. It’s very important that you do not interrupt this process. So even if your TV shows a blank display, please do not turn it off as this will interrupt the software installation.

Please note: the software update will not explicitly state it is the Freeview Play update.

Televisions

Panasonic VIERA CR730B

Panasonic VIERA CR852B

Panasonic VIERA CX680B

Panasonic VIERA CX700B (exclusive to Currys and PC World)

Panasonic VIERA CX802B