Freezing problems are always a problem with either the wifi network in your house or your internet service (routing/speed/overload) it is never a problem with the UKTV service. If freezing only occurs at specific times of day, this is due to local internet overload In your area. We have several remedies to help fix freezing.
PLEASE NOTE : IT IS ABSOLUTELY VITAL THAT YOU FOLLOW ALL THE SUGGESTIONS ON THIS PAGE INCLUDING THE EXTREMELY IMPORTANT REROUTE FORM AT THE BOTTOM.
THESE FIXES ARE THE ONLY OPTIONS AVAILABLE TO FIX FREEZING. IF THESE DO NOT WORK THEN YOU MUST CONTACT YOUR ISP FOR HELP. THERE IS NOTHING MORE WE CAN DO.
PLEASE NOTE: DURING THE CORONAVIRUS LOCKDOWN MANY INTERNET PROVIDERS ARE OVERLOADED DUE TO EXTREMELY HEAVY USE. THIS CAN CAUSE FREEZING.
PLEASE TRY THE FOLLOWING REMEDIES :
1. Unplug the power from your modem/router.
2. Wait 5 minutes then plug back in.
3. Wait 5 minutes.
4. Unplug the power from the UKTV box
5. Plug power back in.
If this doesn’t work, then please read on…
RUN A SPEEDTEST
www.speedtest.net –Your download speed MUST be above 4MB for our service to work. If it is not then it will freeze.
Speedtest gages the time that it takes to download a file from a local server in your area. It bares no relevance to the quality of your internet connection in relation to watching UKTV.
If you have tried the above remedies and the speedtest is above 4MB and your service still freezes then please read on…
MOVE BOX LOCATION / CHANGE CONNECTION TYPE
If you are using a WIFI dongle with your box, or using the built in WIFI on our newer STB3W or STB4W boxes, hard wire the box to your router using an ethernet cable. If the freezing stops when hard wired, then the problem is with the WIFI network in your house. Move the UKTV box and the router closer together. If the WIFI dongle is extremely hot to the touch then it could be failing and in need of replacement.
YOUR BOX WILL FREEZE IF THE DISTANCE BETWEEN THE BOX AND THE ROUTER IS MORE THAN 35 FEET.
UKTV WiFi does not work well in buildings with thick concrete walls, or if the box is on a different floor to the router.
NEVER sit the UKTV box on top of any other electronic device. This will cause the UKTV box to overheat and freeze up.
If your box is too far away from the router then consider getting a set of POWERLINE ADAPTORS. They are available on our website and form a direct connection between the box and the router. They are an excellent way to connect the box up over a larger distance or between floors. Click here to buy power line adaptors
DO NOT USE WIFI EXTENDERS – Your UKTV box will not work well when connected to WIFI extenders.
If you have tried all the above remedies then read on….
REROUTE REQUEST FORM – NOW WITH AUTOMATIC INSTANT REROUTE!!
This form should only be filled out by viewers experiencing prolonged freezing issues or a black screen in playback. It should not be used for those who get the occasional buffering as that is normal with regards to streaming video.
Once you fill in the form it will automatically reroute your box to another server which may work around your ISP problem. If it does not, please try again. Make sure to select a server that is close to where you live first.
Important note – If ONLY the TRUE HD 1080p channels freeze then this means your internet is not fast enough to support these feeds or you are simply too far away from the UK to reliably get a very large HD stream sent over the public internet, or the WIFI network in your house is limiting the speed needed for HD transfer.
An Ethernet connection always works better than WiFi. This is especially true for HD channels. Get a set of power line adaptors to enable HD viewing over WiFi.
True HD feeds require 20MB+ connection speeds. Please do not fill in this form for HD channel freezing.
Please click here to access the reroute form.