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Troubleshooting your TV

We understand how frustrating it is when a trusted home appliance breaks down, and if you’ve bought your TV from us, we want to help you resolve the issue as soon as possible.

If your TV is still under guarantee, please carry out a few simple checks before you go to the trouble of calling our Technical Support Line.

There's no picture on my TV

The most common cause of display issues is that a cable is loose or not connected securely, so do double check all your cables are connected correctly.

Are you able to check the RCD in the consumer unit (fuse in fusebox) Has this tripped? If so, reset the RCD, but if not, please contact us.

Check that the remote control doesn’t need new batteries. If your TV is brand new, make sure you’ve removed the battery compartment protective tag.

Please let us know if this advice was helpful by leaving feedback

My TV has no signal and/or some of the channels aren’t working

It may seem obvious, but as a first step check all cables are properly attached.

Sky/Freesat

  • It may be related to bad weather (heavy cloud cover, rain or snow) - so wait for the weather to pass
  • Also check the condition of your satellite dish for damage, ice formation, detached cables and so on. If this is the issue you'll need to contact a local satellite engineer/installer
  • If these issues aren’t the cause, do contact the service provider

Freeview

  • Signal reception and tuner issues are very often location-specific.
  • Your local TV service network provider may have implemented technical changes, which could impact you
  • Check the Freeview official website for updates. (Please note we can't be responsible for the content of external websites)
  • You may need to retune your TV if using a TV inbuilt tuner - if you’re using a Set-Top Box (STB), retune the STB. Refer to your user manual for help

Cable

  • If you are having issues here it’s best to contact your cable provider directly.

Please let us know if this advice was helpful by leaving feedback

I’m having problems with my TV remote control

There are a number of common causes for a remote control to stop working that aren’t necessarily electrical issues, so do try the following:
 
  • Refer to the manufacturer's guide and double check you're using the correct battery type, that they're fresh batteries and are the right way round
  • If your remote is brand new, make sure you've removed the battery protective tag 
  • Check the infrared light at the front of the remote - if it’s constantly on it may mean that one of the buttons is stuck and the other buttons no longer work. Remove the batteries and press and release each button a couple of times to see if you can free the stuck button. Reinsert the batteries and try again.
  • Sometimes static build-up within the remote can cause it to stop working. To perform a static discharge, remove the batteries and then press and hold one or more of the buttons for at least 30 seconds, replace the batteries and test the remote.

Please let us know if this advice was helpful by leaving feedback

The picture on my TV is distorted or suffers from poor quality

Most issues can be resolved by checking your connections and making sure all cables are connected correctly and in good condition.
 
Sky/Freesat
  • It may be related to bad weather (heavy cloud cover, rain or snow) - so wait for the weather to pass
  • Also check the condition of your satellite dish for damage, ice formation, detached cables and so on. If this is the issue you'll need to contact a local satellite engineer/installer
  • If these issues aren’t the cause, do contact the service provider
Freeview
  • Signal reception and tuner issues are very often location-specific.
  • Your local TV service network provider may have implemented technical changes, which could impact you. Check the freeview official website for updates.
  • You may need to retune your TV if using a TV inbuilt tuner - if you’re using a Set-Top Box (STB), retune the STB. Refer to your user manual for help
Cable
  • If you are having issues here it’s best to contact your cable provider directly.

Internet (such as Netflix, Amazon)

  • Check / reset wi-fi connection or router. 
  • You could also check whether wi-fi is working on other devices like your mobile phone.

If you experience regular interference or rolling bars, there could be electrical mains interference.

  • These symptoms are typically caused by electrical interference from domestic appliances, switches and computers in your home - or a nearby household.
  • Make sure any wireless devices that can cause this such as a baby monitor, a large mains extension lead or cordless phone aren’t too close to your TV.
  • If this isn’t the cause, try disconnecting all appliances from your TV and reconnect one at a time in order to identify the problem product.

If the picture looks stretched, does not fit the screen or if parts of the picture appear to be cut off:

  • Check the current settings on the TV and use the remote control picture settings button to see all alternative picture settings available. 
  • You should also do this on other connected devices such as a DVD player
 

Please let us know if this advice was helpful by leaving feedback

If you're still having problems and need help

Call our Technical Support Team

Monday - Friday, 9am - 9pm
 Saturdays 9am - 8pm

Sundays & Bank Holidays 10am - 6pm