Fix picture problems on the Sky Q app
If you're experiencing picture problems while using the Sky Q app, here are some things you can try to fix the issue, whether you're using the app at home or away from home.
- If you're at home
Check the Wi-Fi connection on your device
If your signal is weak, 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, contact us using the details below.
If this doesn’t work or if you don't have any signal, turn off your device's Wi-Fi connection then turn it back on.
Check your Sky Q box
If you're having the same problem on your box, go to Fix picture problems with your Sky Q box.
- If you're away from home
When watching live TV or on demand shows on the Sky Q app, the picture quality is dependent on the strength of your Wi-Fi, 3G or 4G signal.
The Sky Q app will automatically detect the speed of your connection and adjust the stream accordingly (known as an adaptive bitrate streaming), including an audio-only stream for poor quality connection.
For best picture quality using the Sky Q app, we recommend connecting to a Wi-Fi network.
Note: Streaming shows using 3G or 4G will contribute to your monthly data allowance.
- If you're still having problems
In many cases, restarting the app will resolve some issues with the Sky Q app. 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 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.