Fix "No Signal" error
Fix "No Signal" error
Are you seeing a "No Signal" message? This is usually an easy fix that takes just a few minutes to resolve.
Quick troubleshooting steps
Check your HDMI connection. Make sure the HDMI cable is firmly plugged into both your BetterTV device and your TV. Sometimes cables can work loose over time.
Verify the correct input. Use your TV remote to check you've selected the right HDMI input source. Many TVs have multiple HDMI ports, so try cycling through them.
Try a different HDMI port. Unplug your HDMI cable and try connecting it to another HDMI port on your TV. Sometimes individual ports can develop issues.
Test with a different cable. If you have a spare HDMI cable, try swapping it out. Cables can fail even when they look fine from the outside.
Restart your device. If the above steps don't work, unplug your BetterTV device for 30 seconds, then plug it back in and turn it on.
Fix poor picture quality
Fix poor picture quality
Pixelated or blurry picture can be frustrating, but there are several things you can try to improve your viewing experience.
Check your signal strength
Weather interference. Heavy rain, wind, or snow can affect your signal quality. This is temporary and usually resolves once the weather improves.
Test your signal strength:
Play the channel that's having issues
Press the Home button to return to the main menu
Navigate to the Settings menu
Go to TV Channels > Check Reception
Look at the signal quality and strength numbers
Good signal levels: Quality should be close to 100%, strength around 75% or higher.
Check your equipment setup
Cable connections. Make sure all cables are securely connected and not damaged. Loose or worn cables can cause picture problems.
Reduce interference. Keep your BetterTV device away from other electronic devices like DVD players, game consoles, or wireless routers. These can interfere with the signal.
Aerial issues. If signal strength is consistently low, you might need an aerial engineer to check your TV aerial installation.
Fixing internet connection problems
Fixing internet connection problems
When your BetterTV device can't connect to the internet, streaming apps and catch-up services won't work properly. Here's how to get back online.
Check your WiFi connection
Test your WiFi quality:
Go to Settings on your BetterTV device
Select Help & Support > Diagnostics
Check that your WiFi is 'Connected' and its quality percentage
WiFi quality tip: Anything above 60% should work fine. Below 60% may cause streaming issues.
Test your internet speed
Check other devices: Try using WiFi on your phone or laptop. If other devices are also slow, the issue is with your broadband connection. Contact your broadband provider if internet speed seems slower than usual across all your devices.
Try other streaming apps
Test different services: Open Netflix, iPlayer, or another streaming app. If some work but others don't, there might be a temporary issue with a specific service.
App-specific problems usually resolve themselves within a few hours.
Restart your equipment
Restart your router first: Unplug it for 30 seconds, then plug it back in and wait for all lights to come back on.
Restart your BetterTV device: Unplug the power cable for 30 seconds, then plug it back in and turn it on using your remote.
Wait a few minutes for everything to reconnect before testing your internet connection again.
Device not showing any lights
Device not showing any lights
If your BetterTV device isn't showing any LED lights, it might be in deep sleep mode or there could be a power issue.
Deep sleep mode: Your device automatically enters deep sleep after being inactive for extended periods. The LED light turns off to save energy.
Wake up your device: Press the power button on either your remote or the side of your device. You should see a blue light appear.
If no lights still appear
Make sure your device is connected using the power cable supplied with the set-top box.
Make sure that the power cable plug is inserted into a suitable power outlet.
Try to insert the power cable plug into another power outlet.
Switch the power off from the mains, wait 10 seconds and then switch it back on.
Reboot your set-top box by unplugging the power cable from the back of the box and plugging it back in after 3 seconds.
Still having issues? Contact our support team - they can run additional diagnostics to help identify the problem. Have this information ready:
MAC ID: Found on the white label under your device
Short video: Showing what's on your TV screen and the device's LED status
Device randomly turning off
Device randomly turning off
If your BetterTV device keeps turning off by itself, it's likely related to the automatic standby settings designed to save energy.
Check standby settings
Your device has built-in power saving features that turn it off when not in use.
Adjust standby timing:
Go to Settings on your device
Select Help & Support > Advanced
Enter your PIN when prompted
Look for Idle time before standby
Adjust the duration to your preference
Understanding power modes
Sleep mode activates after your set idle time. The device stays responsive but uses less energy.
Deep sleep mode kicks in after 30 minutes of sleep mode. The LED light turns off completely to save maximum energy.
Your device is designed to enter these modes automatically. It's not a fault - it's an energy-saving feature. Press the power button on your remote to wake your device from either sleep mode. It should start up normally and show the blue LED light.