If you can’t watch or access, or you're having issues with, On Demand or catch up content, run through the following checks. This includes the picture freezing, breaking up or buffering.
After each step, check the programme again to see if it has fixed the problem.
Did you get an error code or message?
See our error codes checker, which includes steps to fix them.
If you didn't get an error, go to the next step.
Check your cables
Check that your cables are connected correctly. Check the cable from your hub to your EE TV box and the one between your hub and broadband connection.
See our EETV user guides if you're unsure how to connect your equipment.
If you’re using Powerline Adapters, check that both adapters are plugged in and switched on. Also check that both ends of their Ethernet cables are correctly connected. Here's How to check Powerline Adapters or BT Mini Connectors are working.
Ensure the cable between your TV and EE TV box is connected securely. If you're using a SCART cable, try an HDMI cable for the best viewing experience. HD channels need to be viewed with an HDMI cable.
Check your broadband
Check that your broadband works by testing it on a tablet, smartphone or computer.
If you don't have a broadband connection, you must fix this to watch On Demand. Visit our Service Status checker to find out how.
Check your speed
To watch On Demand with good picture and sound, you need a minimum download speed of:
- 2.5Mbps for standard definition (SD)
- 5.5Mbps for high definition (HD)
- 25Mbps for ultra high definition (UHD)
Check your speed to make sure your connection is running fast enough.
If your speed isn’t fast enough, please get help improving it. If you're watching in HD or UHD, you could always try watching the SD version of the channel instead.
Check your box for updates
Your EE TV box may require an update, so to check for updates:
- Press the Home button on your remote
- Go to Settings > Information Reset > Software information > Update Software
Final step: restart your equipment
The last step is to try restarting your Hub, fibre modem and EE TV box:
- disconnect the power supply from your hub and EE TV box. If you’re using Powerline Adapters, switch them off too
- wait for ten seconds and then reconnect the hub
- when you have a solid broadband light on your Hub, if you're using Powerline Adapters reconnect them and wait 10 seconds
- reconnect the EE TV box to the power supply
- now retry the On Demand or catch up programme