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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.

      Want to test your connection but not with Sky Broadband? Explore the latest offers and add Sky Broadband at My Sky Offers.

    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. After restarting the app, reopen it 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. Then 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.