If you can’t get a player app working (like BBC iPlayer, ITVX, Channel 4, My5, and UKTV Play), follow these steps until your issue is sorted.
Check for known issues
Visit our updates and alerts for info on any known channel problems. If you spot your issue, please follow the advice.
Check your internet connection
Do a speed test to make sure your internet meets the minimum requirements. Streaming content in high definition (HD) will use more bandwidth than watching in standard definition (SD). To watch Freely, we recommend an internet connection speed of at least 10Mbps.
Check if the other apps on your TV are working. If they’re not, try to connect from other devices like mobiles and tablets. If you can’t access any apps on any devices, it’s likely you’ve lost your internet connection. If so, try restarting your router or contacting your Wi-Fi provider.
If only your TV is affected, it may be that your TV isn’t connected to the internet. For help connecting, visit our How do I connect my device to the internet FAQ.
Are you logged into the player app?
To view on demand content, you need to be logged into the relevant player app. Check and log in if not! If you’re struggling to log in, you can reset your password via the player app.
How do I reset a channel player password?
If you've forgotten your password for one of the player apps, reset it via their app or website.
Ask for a password reset and they should email you with instructions. For more info, visit their website.
If your details are right and you still can’t login, check for any software updates.
Is your software up to date?
Keeping your TV software updated ensures you have access to the latest features from Freely and any existing bugs are fixed, improving the overall service.
How to update player apps
Player apps should update automatically, meaning you’ll always have the latest version. If this doesn’t happen, check your TV’s app store for the latest updates. Update your app if there’s one available.
How to update your TV
Go to Settings on your TV and find the Software Update option (usually under System or a similar menu). For more details, check out your manufacturer manual. Make sure your TV stays on until the update is over.
How to update Freely
Freely should update automatically as new updates become available, meaning you always have the latest version.
To check for the latest version, visit our software updates page.
If you need to update manually, click on the Settings menu gear icon on your TV Guide (at the top right of the screen) and select Software Updates. This will check for the latest software and give you the option to update.
Reinstall Freely
If none of the above steps work, try reinstalling Freely on your TV. Follow the steps below:
- Press Home on your remote
- Navigate left on your remote to the Settings menu
- Select System
- Select Application Settings
- Select Freely
- Select Uninstall App
- Once it’s been uninstalled, return to your home screen, select the Freely app, and follow the on-screen instructions to reinstall it.
Get in touch with the channel and/or manufacturer
If you still can’t get the player app working, check out the web support pages of the relevant app player or get in touch with the manufacturer.