TV Help All Topics

Choose the best option below to describe the issue you are having with your TV.

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This can often be caused by the "aspect ratio" on the TV being set incorrectly, try pressing the button on the remote until it is back to normal. You may need to do this on another device if you are using a set top box. It will need to be set to AUTO or 16:9.

Did this resolve the issue?

Check that the cables are properly inserted/connected in the back of the TV.



Did this resolve the issue?

Are you using built-in services or set top box?

Web services would apply to content delivered over the web via providers such as YouTube or Netflix.

I am using Freeview via an aerial.

I am using Web Service (YouTube, Netflix etc).

Re-tuning is the best place to start whilst doing this ensure you end the scan with your region selection set correctly for your designated transmitter.

Please check your TV manual for this procedure.



Did this resolve the issue?

Carry out a First Time Installation.

Please check your TV manual for this procedure.

Make sure you end the scan with your region selection set correctly for your designated transmitter.



Did this resolve the issue?

Can the aerial port be tested with another device?

Did the other device work without issue?

Unfortunately without testing a different device with the aerial port we are unable to determine the cause of the fault and would recommend trying the TV with a known working aerial port.

Did this resolve the issue?

Are other devices in the home having issues with internet access?

Try resetting the router.

Did this resolve the issue?

Are you using a wired or wireless connection?

When using a wired connection the cable can sometimes develop issues. Changing the cable can help.

Did this resolve the issue?

Attempt a wireless connection.

Please check your TV manual for this procedure.

Did this resolve the issue?

Can you use a mobile phone/tablet as a hotspot? Hotspotting the TV allows us to see if the issue occurs on an entirely different network provided by your phone/tablet mobile data.

Did this resolve the issue?

Is your connection using the 5 Ghz or 2.4 Ghz wireless band?

The 5 Ghz band is designed to be fast however this means it can be unstable, try the 2.4 Ghz band.

Did this resolve the issue?

The 2.4 Ghz is designed to be more stable at longer ranges, if you are close to your router, try the 5 Ghz band.

Did this resolve the issue?

Poor picture streaming services can be caused by network traffic.
 
Are other people using your internet at the same time?

Make sure nobody else is using the internet and see if the issue still occurs.

Did this resolve the issue?

Perform a power cycle on the TV using the following steps.

1. Unplug the TV from the mains socket.
2. Hold down the manual power button on the TV for 10 seconds (if unsure on location, refer to the user manual).
3. Plug the TV back in and turn on.

Did this resolve the issue?

Carry out a First Time Installation.

Please check your TV manual for this procedure.



Did this resolve the issue?

Can you cross-test the TV with another device?

Unfortunately without cross-testing we are unable to determine the cause of the fault and would recommend trying this with another device when possible.

What was the outcome of the cross-testing?

The Cross-test indicates an issue with the set top box.

Please consult your set top box provider.

Check your aerial properly inserted and is not damaged.

Did this resolve the issue?

Make sure the TV is in Digital Mode.

Please check your TV manual for this procedure.

Did this resolve the issue?

Are all Freeview channels affected?

Do you have an aerial booster fitted?

Ensure the aerial booster is connected and has power.

Did this resolve the issue?

Do you have a set top box between the aerial lead and TV?

Some set top box's have power save options, please ensure this has been de-activated in the set top box menu.

Did this resolve the issue?

Perform a mains reset on the TV and any external equipment.



Did this resolve the issue?

If possible check with a neighbour if they have issues, also check if there are transmitter issues that maybe present in your area.

Did this resolve the issue?

Re-tune the TV.

Please check your TV manual for this procedure.



Did this resolve the issue?

Perform a manual re-tune.

Please check your TV manual for this procedure.

Did this resolve the issue?

Are you watching TV via a set top box?

Change the channel on the set top box.

Did this resolve the issue?

Check the colour settings in the TV menu.

Please check your TV manual for this procedure.

Did this resolve the issue?

If possible, check that the TV output setting on the set top box is set correctly?

Did this resolve the issue?

Ensure the correct source on the TV has been selected.



Did this resolve the issue?

Perform a mains reset on the TV and any external device, remove and plug back in the leads.



Did this resolve the issue?

Select a different channel or go to another source.



Does the patch slowly disappear?

There could be dirt on the screen, carefully clean the TV screen with a lint free cloth.

Did this resolve the issue?

Perform a power cycle on the TV using the following steps.

1. Unplug the TV from the mains socket.
2. Hold down the manual power button on the TV for 10 seconds (if unsure on location, refer to the user manual).
3. Plug the TV back in and turn on.

Are you viewing via a set top box, DVD or video player?

Perform a mains reset on the TV and any attached devices.

Remove, then replace the scart/HDMI leads.



Did this resolve the issue?

Ensure the TV colour settings haven't been put to maximum on the TV.

Please check your TV manual for this procedure.

Did this resolve the issue?

Perform a power cycle on the TV using the following steps.

1. Unplug the TV from the mains socket.
2. Hold down the manual power button on the TV for 10 seconds (if unsure on location, refer to the user manual).
3. Plug the TV back in and turn on.

Did this resolve the issue?

Do you have sound?

Are only Freeview channels affected?

Using the remote select a few other channels.

Did other channels work correctly?

Ensure the correct source is selected to view Freeview TV.



Did this resolve the issue?

Ensure the set top box is turned on.



Did this resolve the issue?

How is the set top box connected? Scart/ HDMI / Scart to phono.

Perform a power cycle on the TV and set top box.

Remove, then replace the scart lead on both devices.

Ensure the TV is on the correct source.



Did this resolve the issue?

Perform a power cycle on the TV and set top box.

Remove, then replace the HDMI lead on both devices.

Ensure the TV is on the correct source.



Did this resolve the issue?

Do the ends of the Scart-to-Phono lead (Yellow, Red and Green plugs) plug into an adaptor?

Refer to the user manual?

Remove the Adapter socket from the TV.

Remove the three coloured leads from the adaptor, then replace them ensuring the coloured leads match the socket colour.

Did this resolve the issue?

Remove the three coloured leads from the TV.
Reinsert the leads in the following order.

Yellow plug into the YELLOW socket (sometimes coloured green or green/yellow.

Red plug into the RED socket -marked "R".

White plug into the WHITE socket-marked "L".

Did this resolve the issue?

Choose the best option below to describe the picture issue you are having with your TV.

Put the TV into standby mode.

Can the problem still be seen in standby mode?

Unplug the TV from the mains power.
Use a lint free cloth SLIGHTLY dampened with water to clean the screen. Use a second dry lint free cloth to wipe away any excess. Repeat this procedure until the screen is clean.



Did this resolve the issue?

Perform a power cycle on the TV and any connected devices.

Remove, then replace any leads.



Did this resolve the issue?

Are only Freeview channels affected?

Is a there a message on the screen such as "No Signal"?

How is the set top box connected? Scart/ HDMI / Scart to phono.

Perform a power cycle on the TV and set top box.

Remove, then replace the scart lead on both devices.

Ensure the TV is on the correct source.



Did this resolve the issue?

Perform a power cycle on the TV and set top box.

Remove, then replace the HDMI lead on both devices.

Ensure the TV is on the correct source.



Did this resolve the issue?

Is the TV a UHD/4K?

Please check your TV manual for this information.

Ensure the source is set to the correct setting.

E.g, the source should be set to "Regular" for 1080 content and "Enhanced" for 4K content.

Please check your TV manual for this procedure.



Did this resolve the issue?

Perform a power cycle on the TV and set top box.

Remove the scart socket from the set top box - if there is a switch, ensure it is set to "OUTPUT" before plugging it into the correct AV, either called TV or AV1.

Ensure the TV is on the correct source.



Did this resolve the issue?

Do the ends of the Scart-to-Phono lead (Yellow, Red and Green plugs) plug into an adaptor?

Refer to the user manual?

Remove the Adapter socket from the TV.

Remove the three coloured leads from the adaptor, then replace them ensuring the coloured leads match the socket colour.

Did this resolve the issue?

Remove the three coloured leads from the TV.
Reinsert the leads in the following order.

Yellow plug into the YELLOW socket (sometimes coloured green or green/yellow.

Red plug into the RED socket -marked "R"

White plug into the WHITE socket-marked "L".

Did this resolve the issue?

Turn off any Energy save options including any Eco mode or Ambient light detection.

(Please check your TV manual for this process).

Did this resolve the issue?

Set the contrast to 100 and brightness to about 50 (These are from the factory).

Please check your TV manual for this procedure.

Did this resolve the issue?

Perform a power cycle on the TV using the following steps.

1. Unplug the TV from the mains socket.
2.  Hold down the manual power button on the TV for 10 seconds (if unsure on location, refer to the user manual).
3. Plug the TV back in and turn on.

Did this resolve the issue?

Are you trying to obtain Subtitles from a set top box?

Not all programmes transmit subtitles.

Using the set top box remote, change channel to BBC1, then activate subtitles if not done so already.

Refer to the Set top box manual for this process.

Do the subtitles appear?

Contact the set top box supplier/manufacturer.

Put the TV onto BBC1.

Press the Subtitle button on the remote.

does the subtitles now work?

Perform a power cycle on the TV using the following steps.

1. Unplug the TV from the mains socket.
2. Hold down the manual power button on the TV for 10 seconds (if unsure on location, refer to the user manual).
3. Plug the TV back in and turn on.

Did this resolve the issue?

On the remote.


1. Remove the batteries.
2. Press and hold the standby button for 15 seconds.
3. Tap the remote gently in the palm of the other hand.
4. Refit NEW batteries into the remote.




Did this resolve the issue?