YouView

From July 2023 we will be no longer providing support on Twitter. Please contact @bt_uk or @TalkTalk for support information for BT or TalkTalk set-top boxes, or visit support.youview.com for help with Humax Retail and Sony TV devices with YouView.

@TonyGoldrick Hi Tony, I have responded to your Direct Message regarding the Freeview Advice Line.

@jeaniejtg Hello - if you are having issues with your remote for your BT box we would recommend contacting BT directly as they should be able to assist you further.

@YouViewSupport Our BT box stopped responding to our remote while watching Amazon prime. TV stuck on channel 231 BBC News. I've changed batteries, unplugged box & TV. I don't know TV make to reset code. Do I need a new box?

@a_maskell Hello - Freeview have issued a high pressure alert for this week which may result in picture break up, though this should not persist through the weekend.

@YouViewSupport are there issues in the CM20 area, picture is breaking up on almost every channel

@AliRogers Hi Ali, can you try holding it for 10 seconds as soon as you power your box back on (a red light should show rather than the normal blue one)? If you still get no response then we would recommend you contact your box provider (BT in your case) for further assistance.

@YouViewSupport We cannot enter maintenance mode. When we hold the 'down arrow' for five seconds as stated in your help page we get no response.

@YouViewSupport Hi. Our BT Youview DTRT4000 UHD box will not boot. It crashes and the TV shows 'no signal'. We have tried all troubleshooting tips, and are unable to factory reset as the box is unresponsive. Please see video and advise. Thank you.

@mymojokitty Hello, Real Crime is not available on YouView set top box devices.

@chrisjenko Hi Chris, are you able to DM us with some more information about your device type?

@YouViewSupport hi guys, about a week ago my HD channels started cutting out. I’ve retuned countless times but only got them back once but had the same issue. Any idea what’s going on in SE London?

@BeddoesJill Hello - have you attempted a retune for your channels?

@YouViewSupport Hi, I seem to have lost channel E4 from my Youview box. Never been a problem in the past. Any suggestions as to how or if I can get it back? Thank you.

@KevCarFixer Excellent, glad that worked. It looks like an issue with the region not being set correctly.

@YouViewSupport Just done that and it all now works. Thank you so much for your help, it is very much appreciated.

@YouViewSupport Hi My You View app on Sony KD-43X89J won’t launch BBC iPlayer, launches All4 & My5 been through Sony support, updated software, deleted cache etc but still no joy & they say I need to contact you. Any ideas? iPlayer launches OK as stand alone. Thanks

@KevCarFixer That's great thank you. From the pictures I can see the channel logos and play icons are missing for BBC One, Two and ITV 1. Could you try retuning your TV channels?

@YouViewSupport Hi, I can see the logos, and I can watch BBC4 in the past on the guide, that has the play logo on the prog, the play logo doesn’t show on any BBC 1 or 2 progs on the guide. Here is the data for Eastenders for last night, available in iPlayer but not through the guide.

@KevCarFixer If you could find an example programme that is available in iPlayer, in the YouView Guide could you press the info button and then the colour buttons RED, GREEN, BLUE, RED, GREEN, BLUE. That should bring up some hidden metadata, if you're able to take a photo and share?

@KevCarFixer Thanks. And is this the same for all BBC channels (BBC One to BBC Four)? Do you see channel logos for them in the Guide?

@KevCarFixer Hi, happy new year! We're looking at this again - could we ask if you remember when the problem started?

@YouViewSupport Yes, if I search for it, Eastenders, I can see the episode for 28 Dec and if I click on it, it loads and plays, just for some reason I can’t go back on the guide to play it like I used to, and can do with progs on C4 and C5.

@opussinepar @AmazonHelp Thanks for reporting this. Please could you let us know your BT box model? Unfortunately we have limited support over the long weekend but we will look into it.

@AmazonHelp @opussinepar Hi, thanks for raising this. Could we check when this happens, is it whilst watching content or earlier?

@opussinepar We're sorry for the streaming trouble. Please phone or chat with us to review with you here: amzn.to/UKContactUS. -Rick

@KevCarFixer Do you see iPlayer content when using the Search feature in the YouView app? Or in the TV Shows or Films menus?

@YouViewSupport Thanks, done a factory reset as well. I will use the iPlayer app for now and wait until next week to hear from you.

@KevCarFixer Thanks for the further info. Unfortunately I won't be able to get much more help until next week so I can only suggest browsing the iPlayer app directly for now. If those online steps didn't help do you see an option to factory reset your TV?

@YouViewSupport Browsing back in the guide nothing on BBC1 or 2 has a play icon on it, even items that are available on iPlayer. The actual BBC iPlayer app is available and work from the YouView Apps menu.

@KevCarFixer When browsing through the Guide, are you selecting contact that has a play icon next to it? Does iPlayer work if you select it from the YouView Apps menu?

@YouViewSupport Yes I went through all those steps with Sony. On the App I go onto guide, go back to a previous day and select a prog, press enter & nothing happens at all for BBC iPlayer but it does work for All4 & My5. ITVX not available yet.