Troubleshooting

Are you trying to receive digital television through your aerial?

Viewers with a Freeview TV or box (TV through an aerial) receiving TV services from the Sheffield transmitter need to re-tune on or after Wednesday 17 March to continue receiving their digital services. If you have Sky, Freesat from Sky, Virgin Media or freesat on all your TV sets you are not receiving digital television through an aerial and you will not need to re-tune. If you are having problems with these services, please contact your service provider on the numbers below:

• Sky 08442 411 268
• Freesat from Sky 08442 410 595,
• freesat 0845 313 0052
• Virgin Media 0845 454 1111

Viewers who have analogue services (e.g. four or five channels only) are also unaffected by this re-tune.

Have you re-tuned your equipment correctly?

You should re-tune your equipment on or after Wednesday 17 March.

This means you need to do a 'first time installation', sometimes called 'factory reset', 'default settings' or 'shipping condition'. This will be the same process as when you first installed your equipment. Follow our basic re-tune instructions, find an easy re-tune guide or manual for your Freeview TV or box, or watch our re-tuning video here. If you need to do a manual re-tune follow our guide here.

I don't have a 'menu' button on my remote control - how do I re-tune?

Remote controls for Freeview TVs and boxes vary. Some will have a 'set-up' button (or have a picture of a spanner) instead of a 'menu' button. Press this button to begin the re-tune process. Some remote controls will have a 'select' button instead of an 'OK' button.

Follow our basic re-tune instructions, find an easy re-tune guide or manual for your Freeview TV or box, or watch our re-tuning video here.

Has your Freeview TV or box stopped working following a re-tune?

A limited number of early Freeview TVs and boxes may fail when re-tuned. A list of models affected is available here which includes manufacturer phone numbers. If you discover your equipment is affected, Freeview recommends you contact the manufacturer.

Are you missing subtitles, recordings or your "favourites list"?

After re-tuning, you may need to reset your personal settings such as subtitles, recordings or your "favourites". Refer to your instruction manual for how to do this.

Do you have a DVD or recorder attached to your Freeview TV or box?

If your aerial is connected to a DVD or Video recorder instead of directly to your Freeview TV or box, ensure that the DVD or Video recorder is on 'standby' before re-tuning. If the DVD or video recorder is switched on, it may prevent you from seeing the Freeview TV or box menu.

I have followed the steps above - why are my BBC digital services still missing?

From 17 March 2010 the power of the signal from the Sheffield transmitter will increase for BBC digital services. This is extremely unlikely to cause any problems, but if you have an aerial amplifier or booster, its "gain" may need to be reduced, to find the point where satisfactory signals can be received on all services. Please contact a local aerial installer if you need advice on how to do this.