Service guide
Missing channels and radio refresh help
A channel lineup is controlled by the plan attached to your radio. When channels vanish, the cause is usually the plan or a pending refresh rather than the radio itself. We help you tell which.
What we can help with
- Channels that disappeared when a trial or plan changed
- A lineup that doesn't match the plan you thought you had
- Understanding what a radio refresh does and when it is worth trying
- Preparing the right questions for your provider about a plan's channel lineup
Before you get in touch
Three quick things that often make the next step much easier.
- 1
Compare with your plan
Check which plan is attached to the radio and what channels that plan includes. A downgrade or an expired trial will remove channels without any fault.
- 2
Try a refresh
Most providers offer a way to request a fresh signal to the radio, usually online or by phone. Leave the radio on, outdoors, while it updates.
- 3
Check you are on the right radio
If you have more than one vehicle or receiver, confirm the radio ID on the account matches the one in the car with the problem.
What happens next
- Describe which channels are missing and when you noticed.
- We help you work out whether it points to the plan, a refresh or the receiver.
- We explain exactly what to ask your provider, so you only need to explain it once.
What we can't do
So there are no surprises.
- We can't add or unlock channels. Your provider controls the lineup.
- We can't send a refresh signal to your radio.
- We can't promise a refresh will restore a channel.
FAQ
Missing channels: common questions
What is a radio refresh?
It is a request your provider sends to your receiver to reload its authorisation and lineup. It can resolve temporary mismatches, but it can't add channels your plan doesn't include.
Why did my channels disappear overnight?
The most common cause is a change to the plan on your radio, such as a trial ending. A pending refresh or a mismatched radio ID can also be responsible.
Can you unlock premium channels?
No. Which channels you receive is set by your provider and your plan. We can help you understand what a plan includes and what to ask.
Related guides
Not sure where to start? Tell us what the radio is doing.
Send a short enquiry or call. We'll reply with practical next steps and tell you honestly what we can and can't help with.