Are you a Sky Q customer?

Yes, I'm a Sky Q customer No, I'm a Sky+ customer

For a more personalised experience, please sign in.

Thanks

We can now provide you with more relevant help.

Sky Q app

Error messages on the Sky Q app

If you're seeing an on screen error message when trying to watch a show through Sky Q app on your device, select the message you're seeing from the options below for help with resolving the issue.

  • "There is a problem with your network connection/connection. Please check your settings/network and try again."

    If you're experiencing connection problems while using the Sky Q app on your Apple or Android device, you might see this error message appear. Here are some things you can try to fix the issue.

    Check the broadband connection on your device

    If your signal is weak:

    1. Check to see if you have a weak signal on another device, such as your computer. If you do, it may be a wider issue with your broadband connection. If you're a Sky Broadband customer, sign into My Broadband so we can run some tests on your connection, or follow our broadband diagnostic.
    2. Follow our tips on how to improve your Wi-fi signal to your devices.
    3. Turn off your device's Wi-Fi connection then turn it back on.
    4. Move closer to the broadband router. If it fixes the problem but you don’t want to watch from this part of your home, a Sky Q Booster could be the answer. To get one, please contact us.

    Restart the app

    In many cases, this will resolve some issues with the Sky Q app.

    Apple device users

    To restart the app, press the device's Home button twice to bring up your recent applications. Tap and hold the Sky Q app and swipe it up to close it.

    Now reopen the app to see if this resolves the problem.

    Android device users

    To restart the app, open the recent screens menu. Find the Sky Q app screen and tap X to close it.

    Now reopen the app to see if this resolves the problem.

    If you're still having problems, please contact us.

  • "An unknown error occurred, please try again."

    If you experience this error message, try watching or downloading the show again.

    If the problem continues, restart the app to try to get it working again.

    To do this:

    Apple device users: Press the device's Home button twice to bring up your recent applications. Tap and hold the Sky Q app and swipe it up to close it.

    Android device users: Open the device’s recent screens menu. Find the Sky Q app screen and tap X to close it.

    Now reopen the app to see if this resolves the problem.

    If you're still having problems, please contact us.

  • “You cannot watch this programme on your Sky Q app. Please check if your subscription allows you to watch on the Sky Q app.”

    This error message could mean you don't have the right subscription package to watch the show.

    To check, try to watch other shows from the same channel. If you still get the same message, you don’t have the right subscription package.

    If you want to change your subscription, please contact us.