I’m having issues watching TV on demand
Can’t watch your fave shows on demand? Don’t despair! Follow our steps in order until you get the problem sorted.
Get an error code?
Did your TV give you an error code when trying to view on demand content? Use our Error Code Checker to find out what the issue was and the best way to sort it.
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.
Are you logged into the player app?
To view on demand content, you need to be logged into the relevant player app (such as BBC iPlayer, ITVX, Channel 4, Channel 5, or UKTV Play). Check you’re logged into the player, log in if not! If you’re struggling to log in, you can reset your password via the player app.
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.
Check that your software is up to date
Keep your TV software updated to enjoy all the latest Freely features and make sure any bugs are fixed.
How to update your TV
Visit Software Updates in the Settings menu to check your TV’s software version and the date of the last update. You can also search for updates in this section.
To update your TV, follow the on-screen instructions. Make sure your TV stays on until the update is complete.
How to update Freely
Your Freely app 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 if you have an older version of the app.
Your TV will need to be connected to the internet to update.
If you can’t update your Freely app to the latest version, you may need to reinstall the app. To find out how to do this, visit our How do I reinstall Freely FAQ.
How to update your player apps
Channel 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.
Reset your TV
Turn off your TV using your remote and restart it after 30 seconds. If the problem isn’t fixed, turn off your TV and the power off at the wall, leaving it for about five minutes (get a cuppa while you wait!). When you turn the power back on, the TV will reboot its software, usually sorting out the issue.
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.
Factory reset
If you’ve tried everything but nothing’s working, you may have to reset your TV to its factory settings.
The steps may vary depending on your TV, but they usually include the following. Check out your manufacturer manual for more info.
- Visit the Settings menu on your TV.
- Usually under options such as System or Support, you’ll find the Reset to Factory Default option. Select and follow the on-screen instructions to reset.
IMPORTANT!
Carrying out a factory reset will delete all data from your TV. This will include any recordings, login info, and any settings you had saved.
Once you’ve finished a reset, you’ll need to run through the initial setup for your TV from the start. For more info, visit our How do I set up Freely FAQ.