Need help Troubleshooting?
If you are having signal issues or missing a channel please try completing a channel scan.
If your Box is unresponsive or stops working as expected, then you may need to Reboot or Reset it to get it up and running again.
There are a few options on how to do this (please note that your PIN is required to complete any of these steps - see also: What is my default recordings pin?
If your box largely works as expected but you are seeing something strange on screen, for example you can’t access a particular OnDemand player, we recommend rebooting your box. To do this you simply navigate to Settings > System Settings > Box Reset > Reboot Box.
If your box has frozen and you are unable to access the Settings menu, you can carry out a reboot using the button on the box itself. You can do this by holding down the power button on the top of your set top box for 5 seconds. You remove your finger from the button when the box begins rebooting.
If you are experiencing a serious issue that hasn’t been resolved with a reboot. i.e. one of the features isn’t working at all, or you have changed various settings and would like to revert back to the default, we would advise resetting your settings. To do this you navigate to Settings > System settings > Box Reset > Reset Settings Only.
Full Factory Reset
This action is only advisable if resetting or rebooting your Box hasn’t fixed the problem you were experiencing. Please note that performing a Full Factory Reset will delete all of your settings along with any recordings you have on the Box. To complete this you navigate to Settings > System Settings > Box Reset > Full Factory Reset.
Cold Factory Reset
If your box is in a state where it’s not working at all, won’t turn on or off, is constantly getting stuck during the boot up process, and a reboot using the button on the box hasn’t resolved the issue, you may need to carry out a Cold Factory Reset.
You can do this by turning off the power to the box at the plug, pressing and holding the power button on the top of the set top box, with the button still pressed turning on the power. You should continue to hold down the button for 10 seconds until you see the red light on the box flashing quickly. You can then let go and the box will carry out a factory reset.
If you continue to experience issues please reach out to our Customer Team and have the following information to hand:
- Set Top Box Serial number: you can find this within the Settings menu under System Information.
- Software version: see also: How can I check that my box has the latest software version?
- Signal Type: you can find this within Settings menu under System Settings and choose Signal Strength.