If you're experiencing issues with video playback, there could be a problem with the equipment you use to connect to the internet. You should first try restarting your router and devices, plus any network peripherals you may have.
To restart your equipment:
- Switch off all devices
- Unplug (if mains powered) or remove batteries
- Wait 30 seconds
- Plug in or replace the battery
- Switch all devices on
Once all equipment is switched back on, see if the problem has been resolved.
If the problem persists, please run through these troubleshooting steps. Please check the outcome before proceeding to the next step.
1. Connection test
Before troubleshooting, perform a basic connection test.
- Open the browser on your device
- Try to visit channel5.com or your preferred search engine
- Note any error messages in the browser loading bar or main window
If possible, perform the test on more than one device so that you know whether the device or connection is the problem.
If the connection is functional but slow, we recommend that you use any free broadband speed test, such as the Uswitch broadband speed test, to check your download speed. Speed tests are most effective when they are run over an Ethernet connection (not Wi-Fi), and with no other traffic passing over the network.
Contact your ISP (Internet Service Provider) if your connection is too slow.
2. Telephone line
If you receive your broadband service via your home telephone line, check that the line is working by lifting your handset and listening for a dial tone. If there is no dial tone, or you hear excessive crackling, contact your service provider.
Check the cable between your modem or router and the telephone socket, checking that microfilters are attached in the correct way.
Ensure the cable from the telephone socket to the router is plugged in correctly. Cable customers may notice an attenuator which should screwed firmly onto the end of the cable.
If you have fibre or cable service, check the indicator light on your router, or log in to the router control panel to check the connection status. In most cases, the connection light on the equipment should be solid green, although some routers use different indicator lights. Check the instruction manual to determine which colours indicate a successful connection.
Contact your telephone company if you have a problem with your telephone line.
If your computer connects to the internet via a cable (often referred to as an Ethernet cable), check that cable is pushed all the way in at both ends. You will normally hear a click and see a light next to the socket once it is plugged in.
If you are using Powerline adapters, try plugging them directly into a wall socket rather than an extension. Ensure all of the lights on the adapters indicate that they are synced (normally solid green, but sometimes flashing green or orange). Note that a problem with one Powerline adapter can cause other devices to stop working.
Contact your ISP (Internet Service Provider) if you still have internet connection problems.
If you connect to the internet over Wi-Fi, try connecting your device directly to your router using a cable and test the connection again. If it works, this indicates a problem with your wireless equipment.
Wi-Fi connections can be problematic in large buildings, or when there are more than two brick walls between the device and the router. This is especially true in the case of domestic routers, which sometimes fail to provide a strong signal.
Wi-Fi problems can occasionally be solved by moving the device and the router closer together, or by investing in additional equipment to extend the range of your Wi-Fi network.
Contact your ISP (Internet Service Provider) if you still have Wi-Fi problems.
5. Update My5 app
Our developers are constantly updating all of our My5 apps to give you the best possible experience. Check for updates to the app by visiting the App Store on your device.
6. Reduce usage
If you cannot identify any software or hardware problems, you may be using too many devices at the same time or downloading too much data.
Close all applications on your main device and disconnect all of the others.
If your Internet Service Provider (ISP) has a traffic-shaping policy, they may monitor your usage and restrict your bandwidth at certain times of the day. To avoid this, consult your ISP for advice.
Contact your ISP (Internet Service Provider) to find out if they are restricting your usage.
7. Contact us
If you are still experiencing problems after following this checklist, please get in touch with our Customer Services team.