Frequently Asked Questions - Televisions

The most common issues are covered below.
They also apply to each brand.
Click on the TV type image below to filter the list for your specific TV type, or use the search bar to enter a keyword.

If your enquiry is not related to any of the below, please click here for contact details.


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Question Answer TV Type
How can I reset my Android TV?
If you have trouble, such as the picture nBREAKot displaying on the screen or the remote control nBREAKot working, reset the television with the following procedure:

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What type of storage device do I need for Apps?
Should you wish to store your Apps on an external memory device, this can either be in the form of a SD card or a USB connected storage device.

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The TV cannBREAKot connect to the Wi-Fi Internet/Network
If the Wi-Fi network does nBREAKot connect or disconnects, try the following.

Press the [HObreakME] button and check that the following setting is enabled:
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The Remote Control is not working.
To identify a faulty remote control, please check the following:

Troubleshoot the TV.

Press the power button on the TV to determine if the problem is with the remote control or nBREAKot.
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How do I pair my remote to the TV?
If during the first-time installation process the remote was nBREAKot paired or skipped, then follow the process below to pair your remote with the television:

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No colour/Dark picture/Colour is nBREAKot correct/Picture is too bright
You can adjust colour tone, brightness and picture quality on your TV from the Picture menu in Settings.

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The picture is distorted / the screen flickers
You can check the connection and position of the antenna (aerial) and external devices.

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There are icons and text on the edges of the screen
In this case, the TV might be in store demo mode. Try exiting store mode.

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CannBREAKot operate the current screen after the on-screen keyboard is displayed To return to operation of the screen behind the on-screen keyboard, press the [BACK] button on the remote control. Android Icon
Some channels are blank The channel is for scrambled/subscription service only. Subscribe to a pay TV service. The channel is used only for data (no picture or sound). Contact the broadcaster for transmission details. Android Icon
No sound but good picture Check the volume control. Press the [MUTE] or [VOL+] button to cancel muting. While in Television mode, press the [MENU] button, then select Speakers > TV speakers.
Remove any headphones.
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Do I need to upgrade my software? We occasionaly update the software of TV models. If you require software, please use the contact information linked at the top of this page.

We don't host software for End Users as we have found many TVs become faulty after incorrect software update procedures are undertaken.
I cannBREAKot access Freeview Play To enable Freeview Play to operate correctly, you must have the set tuned in and set up in the UK. You will also need to ensure upon installation of the TV, that you selected "United Kingdom" as the country setting.
In addition, the TV needs to be connected to the internet (via Wi-Fi or Ethernet, depending on your model).
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TV connects to the Internet, but nBREAKot to certain apps and services
The date and time settings of this TV may be incorrect. Depending on certain apps and services, you may nBREAKot be able to connect to these if the time is incorrect.

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It is nBREAKot possible to control the Google Assistant with voice
To use your voice to control the Google Assistant, you need a remote control which has a Google Assistant button (Google Assist icon), in addition the television must be paired to this remote control.

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I cannBREAKot set the picture levels while on apps This is because the application sets the picture levels. Android Icon
Why am I nBREAKot able to use letters in my PIN? Your PIN is a quick code used for accessing some of the higher functions of your set. This only contains numbers so that they can be entered using your remote control keypad. Android Icon
Can I log in to multiple Google accounts? It is possible to enter more than one Google account on your set. Android Icon
Can I set parental controls?
Parental controls are possible when receiving digital television channels (should this service be provided by the broadcaster).

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What do I do if my apps do not work?
First check that your set is connected to the internet, if it is, ensure that the internet connection is consistent and reliable.

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Do I need an aerial signal? For full functionality of your Android set equipped with Freeview Play you will require an aerial connected to the set with an adequate and reliable signal. Android Icon
Can I remove my Personal Data? To remove personal data from this set, carry out a reset on your set:

Settings > Device Preferences > Reset > Erase everything.
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Why does my set turn on from standby so quickly? During standby your set will be in a higher power state to enable it to turn on quickly. Android Icon
Is there a low-power standby mode? Yes. Should you want to put the TV into low power standby, press and hold down the [STANDBY] button on the remote control for more than two seconds. This will bring up an option to put the TV into low power standby. While in low power standby, the TV will take longer to come on when the [STANDBY] button is pressed. Android Icon
My TV switches itself off by itself after 4-8 hours To turn off Auto Sleep on your set, go to:

Menu > Advanced Options > Auto Sleep

Select option "Never".
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How do I use Chromecast?
Chromecast built-in allows you to wirelessly cast content from your favourite websites and apps to your television, directly from your computer or mobile device.

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Safe Mode
Should your Android set enter the "SAFE MODE" you can exit this by restarting the set – unplug from the mains supply and then reconnect.

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Memory Full notification
In the rare case of the set advising that the memory is full, carry out the following action:

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Where is my Android TV Manual?
Manuals are nBREAKo longer printed and supplied with new TV's. To find your manual on this website, follow these instructions:

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Why is my manual different to what I see on screen?
Manuals and other literature are applicable to the version of the Android software they were written for.

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Why does my TV nBREAKot wake on LAN when using Google Home Assistant devices? Currently, when using a Google Home Assistant device, the remote wake feature for this television is limited to the WoW fuction (Wake on Wireless).
WoL (Wake on LAN) is nBREAKot currently supported by these devices for this television, even when the option in the settings is selected.
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Why does my TV come with two different Energy Rating labels?
This relates to the UK's exit (Brexit) from the EU.

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I am unable to access all the functionality of Freeview Play
On demand material can be viewed via the on-demand players installed on the set or via the Freeview Play app.

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How do I connect my TV set to my router and input my password?
Your set should have been connected to the internet during the First Time Installation process. If this was nBREAKot carried out, then follow the steps below to do this:

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Connecting a TV wirelessly to a Laptop / Mobile / Tablet Many of our Smart Televisions have a wireless connection system called Miracast.

Miracast is a wireless display standard designed for mirroring a smartphone, tablet, or PC's screen to a television. (This is usually found on Android/Windows devices, for Apple devices you will need to purchase an 'Apple TV' device)
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Using a Wireless/Connection
To use this function with your device on your television, please follow the steps outlined below

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My TV is nBREAKot storing the channels in the correct positions
If the TV is nBREAKot storing channels in the correct position, it may be that during the initial set up, ‘UK’ was nBREAKot selected.

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I cannBREAKot receive all of the channels or the picture or sound quality in Freeview is not what I would expect
Examples of poor Freeview reception would be intermittent loss of sound and/or picture, pixelating picture, blocky images, loss of channels, etc.

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I want to connect my SCART only device
If your device does nBREAKot have a HDMI connection but has a SCART connection

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Blu-Ray/Sky 3D box not displaying picture correctly
With the 3D glasses on, press the 3D button on the remote control to cycle through the different 3D options (Side by Side, Top Bottom, Frame Packing, Line by Line) until you have one image.

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How can I change my DVD region? You can purchase a DVD region change/upgrade here:

Changing DVD Region

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Can I buy spare 12v power adapter? Yes, you can purchase a new 12v Regulated Cigarette Lighter Adaptor here:

12V Regulated Cigarette Lighter Adaptor - WMU/ADP/0112

We are currently updating our shop and buying upgrade/accessories will be much easier.

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Can I buy spare remote controls? Yes, you can purchase a new remote here:

Spare Remote Controls

We are currently updating our shop and buying upgrade/accessories will be much easier.

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Can I buy spare power cables? Yes, you can purchase spare cables here:

Spare power cables

We are currently updating our shop and buying upgrade/accessories will be much easier.

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Can I buy spare Video/Audio Cables & Adaptors? Yes, you can purchase spare accessory cables here:

Video/Audio Cables & Adaptors

We are currently updating our shop and buying upgrade/accessories will be much easier.

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Can I buy spare USB/PVR Sticks? Yes, you can purchase spare USB/PVR sticks here:

USB/PVR Ready Memory Sticks

We are currently updating our shop and buying upgrade/accessories will be much easier.

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My Sky remote is no longer operating my TV
Please ensure you have pressed the "TV" button at the top of your Sky remote and that you are pointing the remote at the Infra-red sensor on the TV set.

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How do I connect my TV to an analogue device (such as a VCR or Sky Magic Eye? Connect your analogue device to the TV as per the devices user manual. If you do not have this, please contact the manufacturer of your device. Non-Smart TV icon
My TV has nBREAKot been collected You will need to contact us directly. Please click here
Can I download software for my TV from your site?
No, we longer offer downloadable software for end users.

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