I’m having issues watching a channel or live TV
We’re here to help. Follow these steps (in the right order) until your issue is sorted.
Step 1 - 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 is and the best way to sort it.
Step 2 - Check for known issues
Check our updates and alerts for info on any known issues. If you spot your problem, follow the steps to solve it.
Step 3 - 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.
Step 4 - Check your software is up to date
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, 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.
Step 5 - Check for any changes to the channel lineup
There could be changes to our channel lineup affecting the channel you are trying to watch. Check by visiting our updates and alerts page.
You can also see all available channels on Freely on our channel list.
Step 6 - 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.
Step 7 - 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.
Step 8 - Rescan your TV
When something's been updated, most Freely TVs will ask you to rescan for channel updates. With most TVs, you'll just have to press Rescan when asked. But if your TV doesn't ask you to do this, you may need to manually start the rescan.
How to rescan may vary depending on the TV you have, but it usually includes the following steps:
- Visit the Settings menu on your TV.
- Select Channel, then Auto Scan, and follow the on-screen instructions.
Step 9 - 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.
Step 10 - Extra steps for aerial-connected TVs
If you’ve chosen to top up your channels on Freely via an aerial connection, you may find these extra tips useful:
Check which channels you should be getting
Check the predicted coverage in your area through the Freeview Channel Checker. From there you'll also be able to see any planned maintenance, transmitter faults, or live issues that could be affecting your area.
Freeview and Freely are brands of Everyone TV. Everyone TV manages the UK's free TV platforms – Freeview, Freely, and Freesat – and leads the evolution of free TV across Britain.
Check your equipment and cables
Take a good look. Are they worn or damaged? Look for worn parts or bent pins on the connections.
Make sure your aerial lead is not damaged and connected to the aerial point in your living room. The lead must be securely plugged into the socket in the back of your Freely TV (marked RF in, Antenna, Aerial, or Ant in).
It’s likely that your aerial will work, as long as it’s not out of position or damaged by the weather. Check it's pointing in the same direction as others nearby.
Please don't 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.
If you live somewhere with a shared aerial, chat to your neighbours to see if they use Freely or Freeview and what the reception is like. If they get good reception, it’s likely you will too. If they’re not seeing a perfect picture, then get the communal aerial checked. Ask your landlord, management company, housing association, or council.
Also, get in touch with them if you don’t quite know what kind of aerial the building has got, or you think it might not have an aerial at all.
Who can help with your aerial
Get in touch with a qualified aerial installer. Check out the following websites to find one near you:
- Get me Viewing (Confederation of Aerial Industries)
- Get me Digital (Registered Digital Installers)
Remember, it’s a good idea to get a few quotes.
Check for mobile services or mobile broadband interference
Sometimes mobile broadband services can interfere with TV signals. Restore TV has been set up by mobile phone operators to help sort these issues.
You can use their tools to diagnose your problem – if there’s interference it can usually be sorted by fitting a filter between your aerial cable and your TV. You can get a free one from Restore TV – check out their FAQs for more info or call their support team on 0808 131 3800.