TV Services Troubleshooting

If one streaming service is not working, the problem may be with the service, your account or the application rather than your Glide connection.

1. Check whether the service is unavailable

• Check the streaming provider’s official service-status or support page.
• You can also check reports on DownDetector or Is It Down?.
• If an error code is displayed, record it exactly and search for it on the provider’s official Help Centre.

2. Check your internet connection

• Open a browser and try several different websites.
• Try another streaming service or application on the same device.
• If websites and other services are also affected, follow our Wi-Fi troubleshooting guide.
• If playback buffers or the picture quality repeatedly drops, follow our Wi-Fi speed troubleshooting guide.

3. Restart and update the affected device

• Close and reopen the streaming application.
• Turn the TV, streaming stick, console or other device completely off. If it has a power cable, unplug it for at least 15 seconds before reconnecting it.
• Install any available updates for the streaming application and the device.
• Sign out of the streaming service, then sign back in.
• If a VPN or proxy is active, temporarily disconnect it and test the service again.

4. Test another device

• If the same streaming service fails on every device but other websites and applications work, contact the streaming provider.
• If only one device is affected, check the device manufacturer’s support pages or reinstall the application if the streaming provider recommends it.
• If several devices and different internet services are affected, contact Glide using the details at the bottom of this page.

Use these steps if Freeview channels are missing, breaking up, displaying a poor picture or showing no signal.

1. Check the TV input and cable

• Make sure the TV is using the TV, DTV or Antenna input rather than an HDMI input.
• Confirm that you are using the correct coaxial aerial cable and that it is securely connected at both ends.
• Connect the cable directly between the TV and the wall socket labelled TV.
• Temporarily remove any personal signal splitter, booster, recorder or extension cable so that you can test the direct connection.
• Check the cable and connectors for visible damage. If possible, test with another coaxial cable.

2. Restart and test the equipment

• Turn the TV or Freeview box off at the mains for at least 30 seconds, then turn it back on.
• If another TV outlet is available in your room or accommodation, test the equipment there.
• If possible, check whether another resident is experiencing the same channel or signal problem.

3. Retune the TV or Freeview box

The exact wording varies by manufacturer, but the option is normally found under Menu > Setup, Installation, Channels or Tuning.

1. Select Automatic tuning, Auto scan or Full retune.
2. Allow the scan to finish and save the channels it finds.
3. Check any channel favourites or scheduled recordings afterwards, as a full retune may remove them.

Do not repeatedly retune the TV if every channel suddenly disappears or several rooms are affected. This may indicate a building-wide signal issue that requires investigation.

If the problem continues after these checks, contact the Service Desk.

Use these steps if your Sky Q or satellite box displays a no-signal message, channels are missing or the picture is not appearing on the TV.

1. Check the TV and satellite connections

• Make sure the TV is using the HDMI input connected to the Sky Q or satellite box.
• Check that the HDMI cable is secure at both ends. If possible, test another HDMI socket or cable.
• Connect the Sky Q or satellite box directly to the wall socket labelled Sat 2 using the correct satellite cable.
• Make sure the satellite cable is secure and not visibly damaged. Do not force or overtighten the connector.

2. Restart the Sky Q or satellite box

1. Put the box into standby using its remote control.
2. Switch the box off at the mains and confirm that all lights on the box are off.
3. Check that the cables remain securely connected and undamaged.
4. Wait at least 30 seconds, then reconnect the power.
5. Allow several minutes for the box to restart before testing the channels again.

3. Check your Sky account after moving

If you have recently moved into the accommodation and brought an existing Sky Q box, contact Sky to update the service address and complete any required Home Move or equipment activation process.

If the box still reports no satellite signal after these checks, record the complete error message and contact the Service Desk.