Console troubleshooting

Common console problems we see — PlayStation, Xbox and Switch — and what to try first.

Console won’t turn on

1. Try a different power outlet directly — bypass any extension lead or surge protector.
2. For PlayStation / Xbox, hold the power button for 10–15 seconds to do a full power cycle (kills any pending sleep state).
3. For Switch, hold the power button for 15 seconds, then press it once to start.
4. If still nothing, contact us under warranty.

No picture or black screen

1. Try a different HDMI cable. Cheap cables fail surprisingly often.
2. Try a different HDMI port on the TV.
3. Boot the console into Safe Mode (PS5 / PS4: hold the power button on startup; Xbox: hold Bind + Eject + Power) and choose Change Video Output / lowest resolution.
4. Some 4K TVs need HDMI ports manually set to “Enhanced” mode — check the TV settings.

Disc won’t read

The drive should be fine on disc-edition consoles — every one we sell is tested with a disc before shipping. Common issues:

• Disc itself is scratched or dirty — clean with a soft cloth from centre outward.
• Region mismatch — UK consoles play Region 2 / Region B; US discs won’t boot.
• For PlayStation 5, the disc drive can be loud the first few times — that’s normal, not a fault.

Controller drift or disconnects

1. Plug the controller in with a USB cable for 30 seconds and try again on wireless.
2. Reset the controller: PS5 / PS4 controllers have a small reset button on the back — press it with a paperclip. Xbox controllers — pop the batteries out and back in (or hold the pair button for 10 seconds for rechargeable).
3. For thumbstick drift specifically — clean around the base of the stick with isopropyl alcohol on a cotton bud. Permanent drift is hardware and may be covered under warranty.

Slow downloads

• Wired Ethernet beats Wi-Fi every time, especially for big game downloads.
• PlayStation in particular runs downloads slowly in the background — pause everything else, including video streaming on the console.
• Time of day matters — UK consumer broadband slows in the evening peak (6–10pm).

Still stuck?

Tap Chat to support on the right — same-day reply Mon–Fri.