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Bad quality or missing Freeview channels on BT TV

Get help for missing Freeview channels. Follow our troubleshooting steps to fix the problems yourself, without the need to contact us.

If you're having problems with bad quality or missing channels once you've set up your TV box, watch our easy-to-follow video for help.

Alternatively, try following the steps below:

Please see our section on error codes with steps on how to resolve them.

If you didn't get an error or error message, go to the next step.


Check your cables are connected correctly. Especially the cable from your aerial to your TV box.

If you're not sure how to connect your equipment, have a look at the connection guides >


Check the Digital UK website to see if there are any planned engineering works that may be affecting service in your area.


To confirm which digital channels are available for your postcode, use the Freeview Availability Checker >

If the problem channel isn't listed, then you may not be able to receive it.

If it is listed, check the TV signal and quality for the channel by:

  1. Pressing the Home (or YouView) button
  2. Going to Settings > Signal & Connection > TV Signal Quality

If the signal quality is less than 50%, this indicates that your signal is too weak to receive this channel. If your signal is too high, this could also cause the issue. You could try connecting your TV box to another aerial port in your home (if you have one), to see if this makes a difference.


  1. Go to the TV guide, then press the yellow button on your remote
  2. Enter your YouView PIN
  3. Press the red button (not the red 'R' button for recording) and this will restore any hidden channels

Try re-tuning your box and scanning for channels:

  • Press the Home (or YouView) button
  • Go to Settings > Signal & Connection > TV Channels > Retune Channels

Unplug the aerial cable from the back of your TV box, and plug it directly into the aerial socket of the TV itself.

If the problem's still there, it's likely to be an issue with your aerial or Freeview and not our service. For more help, visit www.freeview.co.uk/support or call the Freeview advice line on 03456 505050.

If you can now get Freeview, it might be an issue with your box or set up so please contact the BT TV Helpdesk >


Have there been any recent changes inside or outside your home? Do you have any new electrical appliances or devices? Is there any building work going on?

These can all cause signal interference. Weather conditions such as high pressure, heavy winds or storms can also affect your signal. Check if your roof aerial has been affected or moved by any recent severe weather.


If you have:

  • An internal aerial - try repositioning it to see if this fixes the problem
  • A communal or shared aerial - please contact your landlord or Housing Association
  • An external aerial - there may be a fault with the aerial, or your aerial may be out of position

 

To receive the best signal, you need to point your aerial at the best transmitter. Visit the BBC transmitter checker website at www.bbc.co.uk/reception for advice.

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